As outlined in Seatrade Cruise Review's September issue (story download available here), all the member ports have improved year over year, and the association is going to institute a ‘Bienvenue Croisiéristes/Cruise Passengers’ certification for local service providers and businesses.
Now Cruise the Saint Lawrence is advancing its 'Best Bienvenue' strategy in an effort to enhance visitor satisfaction whether passengers take organized excursions or explore independently.
The association has initiated the evaluation of excursions marketed and sold by cruise lines to ensure their delivery is meeting passenger expectations. The goal is to improve the quality of services by developing specific tools and training for local guides and transport providers.
To this end Cruise the Saint Lawrence commissioned Karine Blais, a seasoned tourism professional, to support the cruise line teams responsible for excursion sales and assess their needs in terms of training and tools to help boost sales. Blais began by joining a cruise operated by Holland America Line's Rotterdam in late September. On board she lent a hand at the excursion sales counter and drew up a list of actions to be implemented to enhance exposure for the extensive range of excursions offered.
Through such initiatives Cruise the Saint Lawrence hopes to foster a better understanding by shipboard excursion sales personnel of the variety of products offered at each port. The association expects this will help improve passenger satisfaction at the individual ports.
Besides this pilot project aboard cruise ships and on site at member ports, Cruise the Saint Lawrence this fall is launching an online training program for port service providers. These sessions will help providers more fully understand port of call and embarkation/disembarkation operations and learn more about passengers' needs.
Training will be aimed at restaurateurs, retail personnel and taxi drivers.
The program is expected to help service providers commit to and qualify for the ‘Bienvenue Croisiéristes/Cruise Passengers’ certification offered by Cruise the Saint Lawrence.
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