10 Sky is the limit 16 Food & Beverage 21 Your career
The World Librije, Jonnie & Marcella Himmelreich
This Magazine is developed and produced by students of
the International Hotel Management, Leeuwarden
The Cruise Industry
9 Winter 2011
Hospitality meets Discover: Hospitality & more:
Technology: Social media: the new revolution The world of tea
Using smart phone as hotel key Daily life of cruise ship employee
Search Engine Advertisement
>9 > 11 > 18
> coverphoto: the Royal Caribbean's Allure
of the Seas sailing next to her sister the Cruise Management
Oasis of the Seas. The cruise industry is the most
exciting and fastest growing segment
of the travel industry throughout the
9 | Hospitality meets world. Each year millions of travellers
Technology Hospitality Highlighted choose to cruise, since cruising is
Using smart phone as hotel key All about the Money 4 young, booming and in development
All about People 5 and growth continuously.
All about Creativity 6
10 | The Sky is the limit All about the Market 7 Exotic destinations, new innovations
The World among ships design and sizes of the
ships are priorities that the industry is
18 | Hospitality & adding to the cruising product. The
More market generates a high occupancy
The world of tea rate, is profitable and is adding
11 | Discover continuously new innovations into
Social media: the new revolution the market, and is able to meet the
Daily life of cruise ship employee 19 | The Top 10 demands of rapidly changes in the
Search Engine Advertisement Most popular cruises worlds.
In the world of hospitality, cruising
14 | For Real offers high-classified resorts, a great
Experience life on a cruise ship! variety of restaurants and a wide
21 | Your career range of entertainment and services.
Marcella Himmelreich With cruising, the traveller is able to
see multiple destinations and
16 | Food & Beverage therefore is a great competitor
towards the inland hospitality
Librije, 22 | Column industry.
Jonnie & Thérèse Boer Ate de Groot
Student Minor Cruise Management
In the last 25 years, cruising has developed itself into a unique and high quality
vacation. For every holiday-maker, a prefect cruise can be found, while it is an active
or relaxation cruise, cruising can be for everyone.
In this edition we will give you an insight into the spectacular industry named Cruise
Management. This booming industry is continuously growing and it is not about to
stop! But, how much do we actually know about this upcoming industry? In fact, the
cruise industry is a forgotten part of the hospitality industry. We hope to inspire you
to this art of hospitality. Get delighted and have a fresh look at cruise management!
Rosie Elzas, Merel Heidinga, Esther van Klaarbergen & Jolanda Morrenhof
Chief Editors Hospitality Delighted
all about the money
Does cruising survive the The Hospitality Industry online
economical crisis? Because of the Internet
Hotels can charge people for a lot of things. But what do the people get more
guests think about those different charges? opportunities in developing
themselves. They can find
Despite the economic slowdown, especially in 2009, the information any moment,
cruising industry continued to grow. The cruise industry as anywhere. There are even
represented by the Cruise Lines International Association’s online courses which provide
(CLIA) is optimistic about the year 2010 and is proud with the people with valid certificate.
accomplishments of not only surviving the economic crisis but
still remaining a growing industry. This way of personal
development and growth is especially convenient for working
The cruise industry faced some hard challenges like rising fuel adults, who want to broaden their knowledge and increase
prices, crash of the stock market and continued fluctuations chances in the jobmarket, because it saves time and can be
as well as the declining and fragile consumer confidence. done anywhere. It makes it easier to combine study with a
Through the challenging months the CLIA member lines were full-time job and family life.
able to drive consumer demand and operate at full capacity.
This could be accomplished, because the cruise industry did An online degree or certificate in Hospitality Management
have some advantages. These advantages include vessel will qualify a person to apply for managerial positions in
mobility and redeployment, ability to quickly adept to different hospitality branches like cruise ships, luxury resorts,
changes, effective expense management and offering a spas, hotels and many other companies.
product with the highest perceived value for money spent.
Internet is an important factor in our lives nowadays and an
The CLIA members have responded to the economic crisis online course makes it even more interesting. There are
very well. The cruise industry has continued high cruise already a lot of online Hotelschools that offer the opportunity
vacation interest and there are still new markets with people of an education and degree. Next to this edicatonal part, the
who have never cruised before. Going on a cruise often Internet is getting you all kind of information like comparing
exceeds the expectations of the vacationers which could be a hotelprices, booking online and shopping. A upcoming trend
reason that first time cruisers become regular cruisers. is the online job interview. Do you want to learn more:
> www.travelindustrywire.com/article43245.html > www.squidoo.com/trends_in_hospitality_industry
Restaurants still in crisis Green parking
The economical crisis had many Environmentally friendly practices are not only common to the
consequences for the Charles Hotel in Cambridge, as they feel that the awareness is
hospitality branch in the the greatest tool available to improve the public’s “earth
Netherlands. Especially friendly” practices. That is why they will give ‘green guests’
restaurants had a significant unique discounts like free parking.
decrease in revenue of €164
million. More people eat at The first green improvement is the “Hotel Bike” program,
home instead of going to an which allows guests to use the hotels’ Electra Amsterdam
expensive restaurant. Classic Bicycles. These bicycles with shopping baskets allow the
Therefore, snacking became guests to enjoy the Cambridge and Boston scenery in a more
more popular. All the fastfood fun and energy efficient way. Next to this the parking garage
companies had an increase in of the hotel is equiped with a “Juice Bar” and a small car
revenue of €6 million in comparison with 2009. An extra detection system. This special system measures the dimension
negative influence for the hospitality companies are the of the cars and bases the price on that. The parking place has
smoking ban and the increase in prices. a separate area for drivers of very small cars like the Mini
> www.rtl.nl/(/actueel/rtlnieuws/binnenland/)/components/ Cooper and Smart. The “Juice Bar” allows guests to charge
actueel/rtlnieuws/2011/01_januari/10/binnenland/restaurants- their hybrid and electric cars for free and it also has a place
nog-steeds-dupe-crisis.xml where tires can be inflated free of charge, because tires with
the right pressure save fuel.
4 : Hospitality delighted
all about people
How to recruit great people? How to win guest satisfaction?
An increase in retiring babyboomers We know that satisfied guests tend to come back. So if we
is also an issue in the hospitality want to increase our guest loyalty we must satisfy them. Staff
industry. Companies need to fill up interaction is an important factor to reaching this goal.
those positions again, but how to
recruit the right person to fit the job? Positive staff interactions will increase guest satisfaction, the
way a guest values a company depends highly on the level of
Important aspects to consider while recruiting are: attitude, experienced service. Imagine how you value great service, the
enthusiasm and passion for the job or industry. These are the next time you need a certain product you want to return to
basic requirements an applicant needs to show during a that company. One of the moments of truth is that first guest
conversation. Skills are important as well but skills can be contact. You can make it or
learned, enthusiasm and passion cannot. break it. The first impression of
the guest continuous to
Companies should not only search for people, who respond influence the perception of all
to the job vacancies, but they also should use their network further contacts in the
of business contacts and contacts of the existing team. Use company.
the existing team for recommendations of employees and to
promote the workplace to potential candidates. Involve them Creating and sustaining a
in the recruitment process. This will demonstrate your belief service culture is challenging
in them and strengthen their commitment to help the new and can be quite difficult.
employee to succeed. Companies also should develop However it is very important to obtain guest satisfaction and
relationships with agencies as well as recruitment officers a strong service culture can differentiate your company and
from local colleges and universities. It is all about creating a make
culture where the best employees want to work. it succesful.
> www.htrends.com/trends-detail-sid-44769-t-How_to_ > www.hotelnewsnow.com/articles.aspx/4378/Where-guest-
Royal Caribbean helps Haiti Cruise industry and its future
The cruise company Royal Caribbean, built a school in
Haiti. This is one of the first schools built after the In the last few years the cruise industry has developed
earthquake. The school complex “L’Ecole Nouvelle Royal quickly. Even during the economic downturn, H1N1 and the
Caribbean” is located in the northern part of Haiti. The increase in fuel prices, the cruise industry was the only market
campus consists out of six buildings, with 12 classrooms, that had a growth during these times. There were 3 reasons
administrative offices, a computer lab and bathrooms. why the cruise industry succeeded. First the cruise companies
The buildings on the campus can sustain hurricane winds, lowered its cruise fares, secondly they understood the
resist earthquakes and are waterproof and energy customers’ need and finally a new generation cruisers are
efficient. The school provides classes in English and entering the market. These cruisers are families and young
environmental stewardship. Richard D. Fain, chairman couples. Special in this new market are people who plan a
and CEO of Royal Caribbean cruises said referring to the cruiseship wedding that combines their wedding and
Allure of the Seas and the school on Haiti: “I get great honeymoon. The cruise industry will develop in the future
satisfaction from being involved in such a complicated with three major companies who dominate the market,
and successful project. But I also get a great sense of namely Carnival, Royal Caribbean cruises and Star cruises. The
satisfaction and fulfillment from the small project of cruise industry do not intend to grow too fast otherwise it
developing a school for Haiti’s children and their will fall very soon.
parents.” > www.sturesearcher.ch/?cat=16
all about creativity
The experience of hearing, feeling, and tasting
A new unique experience has come to Amsterdam; dining in the dark! Ctaste, the company which all started this, has successful
‘dining in the dark’ restaurants in Berlin, Vienna, Paris, London and Hollywood.
The experience starts at a lighted room where guests enjoy a drink while choosing from the menu, after this the guests will be
guided to the dark dining room. Where visually impaired waiters will serve them. Now the guests can experience what it is to
The dark room is also used for beer tasting, dating in the dark,
brunching in the dark and high tea in the dark. When you dine,
date or brunch, this restaurant gives you a unique experience!
As Cold as Ice. Brrrr… Capsule hotels
Do you love a hot summer, or do you like winter better? If The Capsule Inn Akihabara is a unique style new style of
you like a good chill, go to Xtracold IceBar in Amsterdam! accommodation in capsules, which is only offered in Japan.
This cool bar is completely made out of ice, including the At the 9Hours Capsule hotel Tourists or business guests have
walls, the bar, the stools the opportunity to experience a night in a one-person
and even the glasses. capsule.
These capsules are two-square meters and are equipped with
When entering the Ice a TV, Radio and Wireless Internet connection. The modules
bar, you will get special are 3500 yen per night. (Approximately 31 euro’s)
thermal clothing and Until now not many tourists made use of this ‘ tube hotels’.
special gloves. After That were originally designed
entering the bar, a 4D ice for office workers who could
experience starts. This film not get home after work,
brings the guests to an nowadays the Capsule hotels
exciting ice adventure. are redesigned and becoming a
new trend. They especially
Are you into the ‘cool’? Go to the Xtracold Amsterdam! attract foreign travelers
> www.xtracold.com because of that unique
Want to stay in a giant sand castle?
Nowadays, more unique hotels are entering the market, for example ice hotels. Now there is also
a hotel completely made out of sand, a real life sand castle. The hotel is located at Weymouth
beach in the seaside town of Dorset in the United Kingdom. Sand sculptor Mark Anderson
created the hotel and it was constructed out of approximately 1000 tonnes of sand. Not only the
inside and outside of the hotel are all made of sand, but also the furniture. Guests are informed
that there are no toilet and shower facilities available. The hotel does not have a roof and
therefore, the guests can can enjoy the stars at night, but this also has a negative aspect as well,
if it rains the hotel will be washed away. For guests who do not mind the sand between their
toes, this hotel will be a unique experience!
6 : Hospitality delighted
all about the market
The worlds largest Tourist stuck on a Carnival Cruise ship
Approximately 4500 tourists
Last December, the world’s got stuck on the Carnival
largest cruise ship named Splendor of the Carnival cruise
“Allure of the Seas” entered company. The Carnival
the market. This ship sails under the flag of Splendor departed from Long
Royal Caribbean Cruises and has everything what you can and Beach in California for a seven-
even cannot imagine on a cruise ship. day cruise alongside the
This ship exceeds in the usual facilities, which are offered on Mexican Riviera but the ship did not sail anymore after
board. Every type of passenger and every age category would Monday 8 November due to a fire in the engine room. After
enjoy ‘Allure of the Seas’. Children can enjoy a carrousel, the fire the technicians had difficulties with restarting the
climbing wall and Aqua Theate. For the adults relaxation in engine.
the vitality spa and fitness center is offered, At the vitality spa
guests can make use of saunas, whirlpools and special beauty The circumstances at the cruise ship were far from pleasant.
treatments. The air-conditioning and phones did not work and food
After these delightments you can even have a stroll in one of could not be heated anymore. First the toilets did not flush
the tropic gardens as well as the ships’ own Central park. On and the water pumping system did not operate as well,
this cruise ship nobody gets bored ever! happily the technicians solved this problem within a day. The
guests did not expect this to happen on a luxurious cruise
Want to learn more: ship. At 11 November, the ship finally reached the harbour of
> www.royalcaribbean.com/home.do San Diego. The passengers have received their money back
and were transferred back to California.
Coffee or tea? I’ll take a beer!
Starbucks recently started
selling wine and beer. After Tips for generating
four o’clock in the positive hotel reviews
afternoon, consumers can
enjoy a glass of alcoholic These days traditional marketing methods are not enough
beverage in the coffee anymore. Since the online review sites appeared, hotel
brands’ shop in reviews became more and more important for guest who are
Washington. Purpose? looking for a place to stay. Hoteliers can promote whatever
Optimizing the consumer they want, but if the online reviews are negative it will
expenses. definitely influence the decision making process of potential
guests. So what can you do? Well, waiting for guests who do
Starbucks is not alone in not know how to post negative reviews can be an option. On
this action. Multiple the other hand, stimulate positive reactions will be even a
companies use products, better one. Here some tips in cultivating positive reviews: Be
that have nothing to do remarkable, in the age of social media, remarkable means,
with the original brand. In Dubai and New York, Burger King set realistic expectations of your property and empower
sells ‘ pizza burgers’. Jamba Juice offers organic coffee and employees to exceed them in creative and memorable ways.
cereals and McDonald serves fruit smoothies. The intention of It is the little details guests remember. Besides, do not be shy,
all these chains is to attracted more customers coming from front desk staff can mention for instance ‘TripAdvisor.com’ at
work and in this way gain more revenue. checkout. Encourage happy quests to write reviews!
> www.starbucks.com More tips:
HOSPITALITY meets TECHNOLOGY
Using your Smartphone
as a room key
Do you hate waiting for a check-in? Are you in a hurry for a meeting and do you just mobile phones and those
want to dump your suitcase, before going to your meeting? percentages should continue
Discover the new Smartphone technology! A few hotels already tested the to grow. Intercontinental
Smartphone hotel room key. This application can be used by the iPhone, Blackberry hotels group is one of the
and Android-powered devices. Guests have to register with the hotel and download most aggressive players in the
an app. upon arrival; guests can open up a confirmation email on their Smartphone hotel industry. More than 30.000 people
and then hold it up to the door’s sensor for entry. It is possible to check-in during your have downloaded IHG’s “priority club
way to the hotel, so that guests can avoid the check-in desk. Guests can also access rewards iPhone app”.
other services through this application, also on departure; the check- out process will
be easy and stress-free. Nowadays travelers want access to
information wherever and whenever
Several hotels are already testing it, it impossible for unauthorized people to they want. Therefore it is important for
also the intercontinental hotels group is use a lost or stolen mobile phone. If the hotels to stay up to date and make
testing it at the Holiday Inn (Chicago), people lose their key, it cannot be an app for their hotel. Hotels can also
O’Hare Rosemont and the Holiday Inn blocked. promote their hotel through apps.
Express Houston Downtown Convention
Centre. It is very important that this Mobile network and applications over The app technology is
application works for 100%, because if the past few years have become an eye growing and is willing
you arrive after midnight, after a lovely opener for hotels. Deloitte have shown to grow more in the
dinner, you want to get into your room. that 10% of respondents have used a future. Around 41
If all goes well, the technology will be hotel application to book a room, access million people are
installed in 20% of the IHG’s a loyalty program account to view their using the blackberry
hotel rooms. reservation, pay a bill or check-in or –out. and the iPhone has
There are already many applications and approximately 42 million users and this
There are some advantages, but also it is possible to add some services to the number is increasing rapidly, which
some disadvantages for this technology. application, like extending your nights, means that more people are using the
Namely, this technology can be nice for ordering room service, looking at the applications of hotels. So go to the
business people, because this target menu of the hotel’s restaurant. These mobile phone shop to purchase a
group do not want to have a lot of hotel mobile apps can help hotels reach blackberry or an iPhone.
contact with the employees, they just on-the-go travelers with information
want to have a nice room with Wi-Fi and what they are offering. Sources:
some additional services. However, > www.engadget.com/2010/05/30/
leisure guests love to have a high service. To help hotels meet the demand for openways-makes-your-smartphone-a-
Leisure guests want to have a high mobile commerce, a new hotel mobile hotel-room-key-provides-a-diff
employee contact, otherwise they think phone application is made, namely
that the service is bad. These guests just StayHIP™. This app is focused on boutique, > travel.usatoday.com/hotels/
want to check-in at the front desk, so the unique experience and small luxury hotels, post/2010/05/holiday-inn-to-test-
choice to implement this service will be with thousands of hotel choices. smartphone-as-hotel-room-key-some-
based on which target group the hotel guests-prefer-to-skip-front-desk/93807/1
focuses on. Nowadays nearly 40% of the Smartphone
owners say they have done at least some > www.lhonline.com/features/
This technology also increases the of their leisure travel research on their marketing_technology_apps_iPhone_
security. If a mobile phone is lost, the mobile device. 25% of the Smartphone BlackBerry_loyalty_printing_0602/
access code can be blocked, which makes owners have booked travel through their
THE SKY IS THE LIMIT
Owning a cruise ship!
Why going on a cruise for a couple of weeks when you can ‘own’
your part of a cruise ship? Cruise ship The World operated by
ResidenSea makes this possible.
Living in permanent luxury, always People live on this ship so all facilities World” is all about, without ever
traveling and discover the whole world you can find in a regular city are leaving the comfort of home you make
while living in your own apartment. available. Friendly and attentive staff trips into the jungle of South- America
This residential community is owned by take care of four wonderful restaurants, or arrange tickets for Sidney’s opera
the resident’s themselves, which great food and delicacies are sold in an house.
consists of over 40 nationalities. Some onboard grocery store, you can shape
of the resident’s live permanent up on the tennis courts, golf course or But this kind of luxury ofcourse has a
offshore while others visit their swimming pool. You find your price. Prices for apartments as of 2010:
residence periodically. relaxation in the spa resort, for books 328 sq ft (30.5 m2) studio $600,000. The
to read there is a library and for films World suite lists prices of $13,500,000.
The real luxury feeling comes from that to catch up on you can go to the movie Besides, monthly dues range from a
every day looks like holiday and you theater. Besides al this luxury, courses monthly $20,000. To cover fuel, crew,
come back home every night. The like cooking demonstrations, briefings maintenance and meal costs. With a
World has everything what is required for the next port are given and crew of 250. 165 residential units are
for a residential stay breathing a bookings for the nightlife in the next situated consisting of 106 apartments,
vacation atmosphere. While between port can be made while you are still 19 studio apartments and 40 studios.
ports, life aboard ship resembles life sailing the high seas. This remarkable ship holds a community
found in almost any upscale of 100-300 residents and their guests.
community. This adventure of exploring and
enjoying the whole world is what “the > www.aboardtheworld.com
10 : Hospitality delighted
The new revolution!
use this Twitter program for many TripAdvisor, Facebook, Youtube and
Facebook, Twitter and LinkedIn. questions. E.g. local activities, Twitter are the most popular websites
Who has not heard of social media restaurants in the area or where to find for consulting about holiday
these days? It transforms the way we a doctor.
live and do business. Social media isn’t
a fad; it is a fundamental shift in the The hospitality industry can also take
> 80% of all
way we communicate. advantage of the mobile geo-location companies use
features. Those features alert a hotel social media for
Did you know these facts: that someone is in the building. This
creates an opportunity for the hotel to
pitch relevant services to the guest.
destinations. After consulting those
Furthermore, interacting with websites more than one-third (35%)
customers using Facebook and Twitter changed their hotel as a result. Other
can improve customer service. holiday components were affected as
Personalized customer services can be well. 15% changed airline, 15%
offered not only by phone, but also changed resort, 15% changed the
with social media. Guests can also tweet agent or operator and 12% decided to
their reactions or reviews of hotels via visit another country.
- Social media has overtaken social media. This proves that social media is very
pornography as the number 1 activity 78% of consumers listen to peer important for the hospitality industry
on the web! recommendations, only 14% trust and can have major impacts, both
- 1 out of 8 couples married in the U.S advertisement. Hotels can benefit from negative and positive. Therefore, hotels
met via social media. this, to read and to improve their and travel companies need to make
- If Facebook were a country, it would business. Special offers and discounts sure they are fairly represented on
be the 3rd largest country in the can be offered through tweets or social media sites.
- 80% of all companies use social media The development of the future of social
for recruitment. Through Facebook or Twitter different media is growing very fast. Looking
- Some universities have stopped communities can be created as well like further ahead than 5 years is almost
distributing e-mail account. Instead Marriot have done. The Marriot impossible.
they are distributing Ireaders, Ipads Rewards Insiders is an online The future for the upcoming years will
and Tablets. community who can share travel tips be that the consumers, not the
- The fastest growing segment on and stories as well as get the insider providers will be in control. It is wise for
Facebook is 55-65 year-old females. scoop from Marriott’s own people. the companies to put as much relevant
information on social networks as
But how is social media related to the Social media is also getting popular possible. The identity of visitors and
hospitality industry? when choosing a holiday destination. their relationships will be recognized,
For companies, social media is getting The World Travel Market poll revealed therefore personalized online
more and more popular. The UK brand one out of three people changed their experiences can be offered. From 2011
Premier Inn launched a trial of a plans after consulting social media and on, social media will give direction to
Twitter concierge program. Guests can review websites. the necessary innovations.
How does a typical day onboard
of a cruise ship looks like? Marloes
Stuivenberg shared her story about her
experience during her internship as HR
employee on the ms. Noordam of the
Holland America Line.
7:00 checked. Also, reports have to be made
This is in general the moment that a ship with all confirmed and scheduled
Generally, an intern has two contracts of arrives in port. Immigration and Customs working hours.
four months, each with a period of officials will come onboard to clear the Next to working seven days a week, also
approximately six weeks vacation in ship. In order to do so, the specific list possibilities are offered to enjoy the
between. The first period Marloes was should be prepared in advance, such as different countries and cultures by for
Port Paper Officer and mainly responsible passenger and crew lists, disembarking instance trips organized for
for clearing the ship. After her time off, and embarking persons, health
she came back as Crew Officer. This declarations, permission letters, general
entails being responsible for all crew and information sheets, store lists and crew
payroll related issues. The biggest effects lists.
challenge is to make sure that all 8:00 – 12:00
operations run smoothly. As an intern, The rest of the morning consist of staying
full responsibility is given for every aspect in touch with the Port Agent, making
of your function onboard. sure that items that will be offloaded are
Especially as Port Paper Officer, it gives a cleared, making sure that disembarking
rush to get a ship with 2000 guests and crewmembers have the correct
800 crew cleared, because you are documentation etcetera. Sometimes
completely dependent on the medical transportation needs to be
Immigration and Customs officials at that arranged as well. This is coordinated with crewmembers. Besides, you can watch
moment. the Port Agent and the local hospital. one of the shows in the Show Lounge or
A Port Paper Officer has responsibilities Also basic crew administration comes relax at the Spa.
all day long, a typical day onboard at the with the job, such as checking the Not one day is the same and every day
ms. Noordam looks like this: confirmed working hours and making you experience a different place of the
sure that every crewmember did confirm world. Sometimes you are even able to
his/her hours. make a difference. For example in
13:00 – 18:00 January, Holland America Line donated
Around dinner time, the ship leaves port 17,000 lbs of food, clothes and medicines
again and it should be assured that the to the people in need in Haiti after the
ship is allowed to leave the port by earthquake. A challenge of working
means of preparing port papers and offshore is that you are working for
sending out departure manifests. Next to several months in a row, which means
that, the port papers needed for the being away from family and friends back
next port of call should be prepared. home. Even though it is hard work you
19:00 – 21:00 would develop yourself more than you
After dinner, the port papers of the next expect. Honestly, working at Holland
port of call are done and should be America Line is a unique life experience!
12 : Hospitality delighted
Have you ever asked yourself attractive offer of a hotel in this
why the lousy restaurant on the
corner is filled to the top every In addition, next to advertisement
evening, while you are busy on well known paid platforms,
there a more ways to
doing God knows what to generate online publicity.
fill a couple of chairs each Think for example about
(Dutch) or tripadvisor.com
The answer is: (Global/International)
where users of these sites
can give their opinion about
restaurants and hotels they
A lot of companies use outdated visited. Encourage visitors to
marketing channels that have proven leave a message behind by
successful in the past, but currently find sending them for example a
themselves ignored in the marketplace. thanks note per email with an
Nowadays, everybody will look for a attractive discount for their next stay.
good restaurant or a nice hotel online. Twitter gives you the opportunity to
bind with your current and previous
Search Engine Advertisement (also But don’t stop there. Social media, like customers by keeping them in the loop
called SEA) is an effective way to reach Facebook, Twitter and Hyves can do of changing menus, last minute
more people from all over the globe. miracles for the growth of the guest discounts and other news regarding
See what it means if your records. Users of these websites give your establishment
advertisement pops up on Google as most of the time their culinary
first when people look for ‘ Best preferences and favourite restaurants Lots of possibilities occur online to
spareribs in Amsterdam’. A lot of our on their personal profile. As a marketer bring your establishment to their
customers see an explosion of visitors you can use this in an effective and attention; some of them even for free!
on their website. Obviously a fancy- easy way. Think about a person who The number of households with an
looking website, with fresh offers and a described on his personal Facebook Internet connection is still growing, this
lot of positive reactions from previous page that he likes spareribs. These year with 8%. And one spends these
guests will eventually leads to people would love to click on an days more time on the Internet that
conversion from website visitor to advertisement with a discount coupon watching TV or reading a newspaper.
potential customers. for ‘ unrestrained spareribs’. Or a So do not stay behind!
The possibility to make a reservation person, who has Athena as favourite
online is a fine way to give a visitor the holiday destination, would probably be Wytze van de Belt
opportunity to take action immediately. interested in an advertisement with an > PremiumClicks.com
... FOR REAL
Experience life on a
Who does not want to cruise on a great ship with lots of facilities
across some of the beautiful places of the world? Wytze Tel, Marcel
Bartelds, Nadine Plomp, Anika Kastner, Tobias Wiegers and Davy
Kroezen participated in the cruise minors of Stenden University and
had the chance to go on the cruise ship “Nieuw Amsterdam” of the Holland America line.
At the beginning of the school year, the different shifts on one day. It is very com- important and necessary to satisfy the
students started with cruise minor one. mon a restaurant employee starts the first guest as well.
This module is all about the theoretical shift at 5.30 AM for breakfast and then Although we are very positive about
part of the cruise industry. In module two take a couple of hours off. After the working on a cruise ship, there are some
of the cruise minor the students could break the next shift starts at 12 o’clock negative aspects as well. The working
practice their knowledge in real life on a for lunch and perhaps he or she has hours can be seen as negative, because
cruise. another break until the evening shift the crewmembers sometimes have to
starts for dinner. work for 12 hours a day. Furthermore,
Which itinerary did you cruise? employees do not see their families for a
The cruise started in Fort Lauderdale and What other activities did you do? long time and the communication on a
cruised along places like Grand Turk, San After all the presentations and rest of the cruise ship is hard as well, due to unavaila-
Juan, Puerto Rico, St. Maarten, and Half program, we could do anything we like in bility of the signal.
Moon Cay and back to Fort Lauderdale our free time. If we were on land, we
again all within seven days. went to the beach. If we were on board Would you recommend the minor Cruise
we had the opportunity to enjoy all f Management?
acilities and services of the cruise ship, like The program on the cruise ship already
> working on a water aerobics, line dancing, cooking exceeded our expectations before the trip.
shows and game shows. We all are very enthusiastic about working
cruise ship is a on a cruise ship. Five of the students are
real lifestyle Which positive and negative aspects did very sure they want to work on a cruise
you experience? ship for their internship and one student
We experienced a lot of positive aspects, still doubts. We can really recommend
What was the daily program of for example the friendly crew. The crew is other students to do the minor cruise man-
the cruise? very helpful, entertaining and they even agement one and two. Especially, cruise
A typical day started every morning with remember your name. This is a real minor two is important and really nice,
a presentation of one of the officers strength of working on a cruise ship. Also because you see the theory of cruise minor
about different topics. After the presenta- a lot of the employees are from different one brought in practice. This will help you
tion, we enjoyed lunch together and in cultures and this will help you to learn to decide if working on a cruise ship is
the afternoon another presentation or a about these cultures and the cultural suitable for you.
chat with one of the (petty)officers in dif- differences.
ferent positions. During those seven days Another positive aspect is the care for the We would like to thank everybody who
we saw a lot of different departments on employees. On a cruise ship, it is impor- made this amazing trip possible and espe-
the cruise ship. Sometimes we had the tant the employees are satisfied. cially Josephine van Gent and Mark Zeller
afternoon off to visit one of the ports of Therefore, the human resource depart- for this great opportunity.
call. We had dinner and went to a show ment takes care of the employees very Source: Cruise management students,
or a bar. An important aspect we discov- well. If an employees has problems with Wytze Tel, Marcel Bartelds, Nadine Plomp,
ered was working on a cruise ship is a real anything, does not matter what, he or she Anika Kastner, Tobias Wiegers and Davy
lifestyle. “You cannot keep your social life can always ask for help at the HRM Kroezen and cruise management minor
and work separated”. This is due to the department. Satisfied employees are coordinator, Ate de Groot.
14 : Hospitality delighted
gratis theorie cursus
Vraag naar de studentenkorting.
FOOD & BEVERAGE
Jonnie and Thérèse Boer are well known in the
Netherlands and the rest of the world with their
three Michelin star restaurant; De Librije. Jonnie
Boer recently joined the Holland America Line's
De Librije’s phenomenon started in 1993 when Jonnie and
Therese took over Restaurant De Librije. Half a year
afterwards they received their first Michelin star. In 1999
the second star followed and in 2004 the culinary couple is
delighted with their third Michelin star.
In the years in between the couple wrote several books,
entered the Alliance Gastronomique Neerlandaise and
conventions and entrenched customs.
> Jonnie & Thérèse: ‘The word Jonnie and Thérèse: 'In De Librije we often use the word
passion crops up everywhere’ 'pure'. In the widest sense of the word. Of course the food
we prepare is pure, and we only use the best products. We
cook things in a way that lets you taste all the individual
broaden their business with Club and Restaurant Koperen flavours as much as possible. Cramping in as many
Kees, Catering company Food on Tour, a shop Librije’s ingredients as possible simply doesn't fit into that
Winkel and in 2008 their dream came true with their own philosophy.'
Hotel. In the former prison from Zwolle now the 5 star
‘Librije’s Hotel’ is situated. This hotel has 19 luxurious But the word 'pure' means much more. It really stands for
suites, a one Michelin star restaurant ‘Librije’s Zusje’ and a everything we do. It reflects how we want to work, and
cooking and wine school ‘Librije’s Atelier’. how we approach our guests. We really love things to be
pure and simple, and we're lucky that we have a team that
Passion is what drives them and that is where it is all is very, very good at their job. Pure is a word that we all
about in the Librije companies. Passion for cooking, wines, relate to personally, and the rest is just very hard work.
gastronomy and all of this made available with a The passion for things pure and simple, to us, is the secret
contemporary, modern approach and an aversion to of De Librije.
16 : Hospitality delighted
HOSPITALITY AND MORE ...
Travel not to go
anywhere, but to go
In 1993 I joined one of the most famous Cruise Ships in the
world, the Grand Lady, former ss Rotterdam, for a 100-day
journey around the world. This gracious ship is currently retired
and docked in Rotterdam as a Hotel and Conference Center.
After sailing and working aboard
cruise ships for seven years, hav-
ing traveled the seven high seas
and had the opportunity to visit
nearly all continents around the
world I retired sailing in 2000
after I got married.
During these years working
aboard I got addicted to the life
where I work with multiple cul-
tures, making a living while having
the opportunity to meet people,
get to know other cultures and Take for instance the
travel. For this reason I decided to remain Housekeeping department
connected to the cruise industry and aboard also responsible for the
developed a Course Cruise Management. embarkation of nearly 4000
In this course we teach potential candi- suitcases each voyage on
dates the “Needs to know before you go” embarkation and disembarka-
about this specific and fantastic industry. tion days.
We aim to educate them so that they can
discover if this “career” is their cup of The second program consists of a part rotate, in several contracts, through a
tea. Although Cruising sounds romantic, where students need do a research number of positions in one departments
the work is hard and challenging, howev- project related to the cruise industry, fact to get familiar with the onboard hotel
er in combination with the travelling very based which is tested on feasibility. This operation (Culinary, Beverage, Guest
rewarding if possessing over the right program ends with a practical part where Relations, Administration and
competences. a group of students ends up traveling to Housekeeping) The internships are creat-
the USA to spend a voyage aboard a ship ed to start a career with us.
Stenden is the first Bachelor education to experience the actual way of living,
for hospitality with an in depth cruise traveling and working. What better way For the ones interested in this industry,
module program. The optional education- to find out if this kind of life is suitable each year a number of Holland America
al programs are given in the third year of for a career after being graduated? Line ships visit Amsterdam and Rotterdam
the educational program as a minor. The on its way traveling through Europe.
first program gives an insight in the dif- For students having this ambition and Check with Josephine van Gent, (jvan-
ferent departments aboard the ship and being amongst the few selected ones, firstname.lastname@example.org) if you would
the cruise industry. Although most of the Holland America Line is offering a Career like to join us for a ship tour.
Hotel departments aboard ship seem to Roadmap Intern Program. This is an
be the same as ashore, in practice they intern program for a select number of Josephine van Gent, Coordinator
are much different and more challenging. high potentials where the candidate Student Programs Holland America Line
... HOSPITALITY AND MORE
The world of tea
First thing that comes to mind when you have played a significant role in the tea leaves, Black tea-smoked chicken,
think of tea is a warm cup of dark black popularity of tea around the world. Tea-blanched shrimps, Lychee-smoked
liquid most likely earl grey. However, Species duck breasts, Earl grey truffles and Green
tea is more than that! After coffee, tea The Camellia sinensis specifies mainly in tea vodka are assembled. A new
is the most drunk warm beverage in the two varietals. The China and the Assam dimension will be given by the flavour of
hospitality industry. Nevertheless, the bush. Depending on the harvest and tea on food.
consumption of tea is on track to process method it results in the four Tea Sommelier
become the most popular drink. These main categories: White, Green, Oolong The concept of sommelier is usually
days the hospitality industry exploits the and Black tea. associated with wine. A Tea Sommelier is
growing popularity and tea has an even Pairing tea & food fairly new as Cynthia Gold mentioned:
bigger profit potential since its cost price When combining tea with food, tea can “The term was coined in 1999 for James
is lower than that of coffee. Tea trends be used within the dish or alongside it. Labe when he oversaw the tea program
are becoming more obvious. Some of Similar to wine, especially the flavour at ‘Heartbeats’ the restaurant at the W
the recent tea trends are: cooking & profiles, aromatics, mouth-feel and Hotel in New York. I believe long before
pairing tea with food and the concept of textures of both should be taken into that, Helen Gustafson was functioning as
tea sommeliers. consideration. Besides, the season, style a Tea Sommelier for Alice Waters
of food, cooking technique and personal restaurant, Chez Panisse in California.
We let you discover the new world of tea preferences are important. Tea is paired She was in fact my mentor. Another
together with ‘Culinary Tea’ the newest with food to enhance, highlight or point pioneer was Tomislav Pedroka of
book of Cynthia Gold, acknowledged tea out secondary flavours. SerendipiTea, one of the first tea
sommelier at The Boston Park Plaza purveyors to pay particular attention to
Hotel, Boston, United States and Lisë > “There are myriad issues of culinary pairings”. Since the
Stern. The unknown world of tea is newness of this notion, what does it
observed with an in-depth introduction
ways in which tea actual entails: “a Tea Sommelier is the
of all types of tea, food pairing, methods can enhance a dish” bridge between the tea and culinary
for steeping and many recipes. worlds, whether it is to aid the guest in
For cooking with tea, a close look needs choosing the best tea to fit their mood,
> “Tea is one of the to be taken to the several flavours of the tastes and choice of dish, aid a chef in
ingredients. Besides, tea can be paired choosing and pairing of dish to tea or tea
oldest ingredients with food from the same regions as a within the dish to use. Create tea menus
in the kitchen- and at result of the terroir which is affecting all and tea focused events”.
the same time, ingredients. This is only the beginning of the
In general, white tea gives a delicate upcoming of tea. For a detailed and
one of the newest” taste and pairs with slightly sweetened beautiful overview ‘Culinary Tea’ is a true
food such as butter cake. Green teas pair delight for tea lovers and those who are
Origin well with seafood and fish. Whereas, culinary-minded.
The earliest attested use of tea was in Oolong teas soothe hot and spicy dishes.
Southern China and the Assam region of Black teas are the red wines amongst the With special thanks to Cynthia Gold.
Northern India, the origin of the plant teas, full-bodied and rich, these match Photos made by Julian Landa
Camellia sinensis. Foremost, its uses were well with smoked food, cheese and beef. Culinary Tea: More Than 150 Recipes
medicinal, later on was discovered that a Recipes Steeped in Tradition from
beverage could be made from the leaves. The book ‘Culinary Tea’ Around the World, Cynthia
The drinking of tea became a ceremonial includes an affluence of Gold & Lisë Stern, Running
ritual, particularly in Japan. Tea arrived recipes for cooking with Press Book Publishers,
during the seventeenth century to tea. From starters to Philadelphia,
Europe. The British tend to drink more desserts. Beautiful dishes United States (2010)
tea than other European countries and like: Tempura-fried fresh www.culinaryteabook.com
18 : Hospitality delighted
TOP 10 MOST POPULAR CRUISES
1. SeaDream I
B SeaDream Yacht Club's ship “SeaDream I” may be a relatively new player on the luxury cruise
scene, however the two-ship line has already managed to carve out a unique niche for itself.
SeaDream, created in 2001, is the most genuine small-ship ultimate-flexibility cruise experience in
2. Celebrity Xpedition, Galapagos Islands
C This cruise will cruise you around the Galapagos Islands, an island of the world where time stood
still. On board, you can experience the intimate atmosphere, great facilities and the best service.
Discover the place where human, animals and nature are one.
3. Oasis of the seas
D This ship is the biggest one in the world and exceeds your imagination. This is also the most
modern ship with the highest level of technology. It includes, a central park, royal promenade,
boardwalk, entertainment place and aqua theater. Step on board on this fantastic cruise.
4. Crystal Symphony
E High above the sea, where warm rays of sunshine meet cool ocean breeze. This luxury cruise
ship offers fitness, workspace, spa, dancing bars and lovely restaurants. Crystal Symphony finds a
natural home in the world’s most glamorous harbors.
5. Silver Whisper, the red sea tour
F Silver Whisper cruises provide the type of service that is expected on a boutique, ultra-luxury
ship. The accommodations are among the best at the sea, the food is delicious and provide
6. Carnival Legend, the 10 days cruise
G This cruise allows every guest to experience all the beautiful destinations of a 10-day vacation
in only eight days. This cruise provides a good service for a low price, so even students can enjoy
7. Carnival imagination cruises
Cruise too expensive? Go on tour with Carnival imagination. This cruise is not expensive, but has
facilities, which you cannot ‘imagine’; an aqua park, mini golf, children disco, spa, fitness and a
casino. Can you imagine that?
8. Carnival miracle
‘Fun ship’ is one of the focuses of Carnival. Therefore, this ship is a paradise for children.
I Children can play, while the parents can relax in the lovely spa.
9. Mariner of the Seas, Royal Caribbean cruises
Guests experience the Mariner of the Seas as one of the most exciting cruise ships. This spectacular
J ship has great facilities like, dining rooms, rock-climbing wall, ice-skating and a basketball court.
This cruise takes you to the most beautiful destinations.
10. MSC fantasia: your ship of dreams
MSC fantasia is the largest cruise ship ever built for a European ship owner. This ship has 80%
BA ocean view, many with private balconies. Everything is luxurious and build with the environment
in mind, the interior is comfortable and modern. Fantasia makes your dreams come true.
HOTEL MANAGEMENT T h e A r t o f H o s p i t a l i t y
I have great memories of my time as a student of the Hotel School in
Leeuwarden. I enjoyed the topics that were taught and we discussed in
our Problem Based Learning Sessions. For several of the topics you don’t
realize how practical they are until you have to actually decide on them. I
remember for example the sessions about selecting the best type of coffee
machine and ADA requirements for hotels and restaurants. The Airline
program we participated in, not sure if this program is still offered, is very
realistic and similar decisions / trends, events occur in the Cruise Industry.
Cruise lines expand, buy other existing ships, upgrade their current fleet,
implement new concepts, act on incidents, trends, etcetera.
The Cruise Management minors were where I am from. Now
not available yet when I attended Europe is one of my favorite
Hotel School. destinations, both the
Mediterranean and the
In 1998 I started as a Management Baltic Sea.
Trainee onboard the Veendam.
Unfortunately training in this format is These last 12 years I started
not offered anymore. I worked in all on several ships when they were still in your dishes…, not having to
hotel departments for 2-3 weeks, which the shipyard: ms Zaandam, ms commute to work every day, your work
was a great way to start with Holland Zuiderdam, ms Westerdam, ms Noordam is only a few decks up or down. No day
America and familiarize myself with all and ms Eurodam. It is exciting and a is ever the same.
aspects of working on a cruise ship. proud moment when a ship firsts leaves
the yard and sails out on her first voyage. Onboard a ship there are many rules
After graduating I continued working for and regulations that you have to
Holland America Line. In the past 12 I got interested in working on a cruise adhere to. It is important to realize that
years I worked on different ships in ship, because my dad worked for Holland on the ship you work and live together
different functions: Asst. Controller, America Line from ’71-‘74. I did not really for several months.
Beverage Manager, Asst. Dining Room plan to do the same, but when I read the In the last few years, I have met so
Manager, Odyssey Manager, Controller, notice that HAL was offering a training many interesting people, guests and
Asst. Food & Beverage Manager, Food program I got excited and handed in my crew that have made these 12 years a
and Beverage Manager (now called application letter the next day. At that great experience.
Culinary Operations Manager) and the time I thought it would be nice for a few
last 3 years in my current position. In years. Since then Holland America Line The day this request for this article came
December 2007, after a short experience has given me many opportunities. in, I am actually in my last week as Hotel
as Hotel Manager on the Windstar Ships, Manager onboard the ms Oosterdam. I
I became Holland America Line’s first Working on a cruise ship has many have decided to disembark this ‘lifestyle’
female Hotel Manager. advantages: working and meeting and embark on a new adventure at
guests and crew of over 40 nationalities, home. I look back at 12 fantastic years
In the past 12 years, I have worked on a daily changing, beautiful view every and will encourage anybody that is open
almost all of the ships, except for the day, learning about the safety and to new experiences and is eager to learn
Prinsendam and the Nieuw Amsterdam environmental aspects of a ship about the ship operation, our high but
that was delivered in July 2010. operation and how you can work as personal service standards, to work for
The first time I went to sea, I did not safe and environmentally friendly as Holland America Line.
want to go to Europe, because that is possible, not having to cook and clean Bon voyage!
The Cruise Industry
Which industry can boast of an average annual growth pampered holidays to the world’s most beautiful
of 8% despite the economic recession? The cruise destinations.
industry is the fastest growing segment of the travel
industry; achieving more than 2 100 percent growth Excellent opportunities also exist for cruise lines. Although 85
since the 1970’s classic television show “The Love Boat” percent of current cruise ship passengers are American
first introduced the idea of cruise ship travel as a luxury citizens, this is expected to change rapidly with new
vacation option. emerging source markets from Europe, Asia and Australia.
According to market research undertaken by ING Bank, it is
expected that the Dutch source market will triple in the next
few years. And since only approximately 20 percent of U.S.
adults have ever taken a cruise vacation, there remains an
enormous untapped market.
As these ‘floating resorts’ require large numbers of staff both
on the ship and ashore, it creates an excellent opportunity
for our students. Through Stenden university’s cruise
management minor(s) students can become acquainted with
all operational cruise management activities. An opportunity
exists for students to experience ‘Real World Learning’ by
participating in a cruise while completing their degree. Upon
graduation our students will be in the unique position of
being in possession of a degree that provides the opportunity
to be paid to travel around the world within this dynamic
Cruise lines cater to a diverse demographic mix and are and rapidly growing industry.
constantly evolving the cruise vacation experience. With
expanded itineraries to include more diverse ports of call
and convenient embarkation ports, as well as innovative
onboard amenities and facilities, cruise lines provide Ate de Groot,
excellent opportunities for guests to experience Course Coordinator Cruise Management
Chief Editor: Design & Layout: Project supervisors:
Niels van Felius Visser & de Graef b.v., Leeuwarden Marco ten Hoor
Editorial team: Printing office: In cooperation with:
Rosie Elzas, Merel Heidinga, Esther van Grafisch Bedrijf Hellinga b.v., Stenden university, Leeuwarden
Klaarbergen, Jolanda Morrenhof Leeuwarden International Hotel Management
Cooperators: Advertisements: Copies:
Marco ten Hoor, Josephine van Gent, Stenden university Hotel, Coos Bar 2.000
Marcella Himmelreich, Jonnie Boer, Bodega, ABN Amro, Io Vivat, Kapper Email:
Thérese Boer, Nadine Plomp, Wytze van Bas, Sempiternus, Verkeerschool Ton email@example.com
de Belt, Wytze Tel, Marcel Bartelds, van Spanje, Holland America Line. www.hospitalitydelighted.nl
Anika Kastner, Tobias Wiegers, Davy Founders:
Kroezen, Cynthia Gold, Ate de Groot Daniël Spijker, Mark Struik
22 : Hospitality delighted
3664 flyer SUH culinair alg.e$S:restaurant.nl 20-10-2010 14:54 Page 1
De Nieuwe Nederlandse Keuken van SVH
Meesterkok Albert Kooy vormt de basis van
Deze duurzame, dier- en milieuvriendelijke,
gezonde en eigentijdse keuken is geïnspireerd
op de culinaire cultuur van ons land en combi-
neert deze met internationale ingrediënten
en kooktechnieken. Hierdoor ontstaan verras-
sende nieuwe Nederlandse gerechten. Geniet
van een culinaire ervaring in Restaurant.NL
waar studenten leidinggevend zijn.
The Art of Hospitality
Stenden university hotel
Rengerslaan 8, 8917 DD Leeuwarden
Maandag t/m vrijdag: 07.00 – 09.30
Zaterdag en zondag: 08.00 – 11.00
Maandag t/m zaterdag: 12.00 – 14.00
Maandag t/m zaterdag: 18.00 – 21.00
Voor meer informatie of het maken van een
reservering bel (058) 244 1188 of mail naar
Zie ook www.stendenhotel.com.
Navigating your Career
Our Company process by which any member of our Our Commitment
At Holland America Line our elite team team can create a successful career in At Holland America Line our people are
consistently delivers an award-winning Holland America Line. This program our strength. We provide robust develop-
standard of service and performance as includes a path that allows HBO school ment programs beginning with orienta-
the industry’s leading premium cruise interns to become a part of this exciting tion training before you even step aboard.
line. Our ﬂeet of 15 ships offers nearly program! Our Marine Hotel internships Onboard we strive to supply the tools to
500 cruises to more than 320 ports in 314 are designed to provide experience with build a successful and satisfying career.
ports in 97 countries on two- to 117-day different departments and managerial Our goal is to foster an environment of
itineraries. positions including: growth and accomplishment.
We sail to all seven continents on popular (Culinary Department) Our Mission
Caribbean, Alaska, Europe and Canada/ (Guest rough excellence we create once-in-a-
New England cruises and exotic desti- Relations) lifetime experiences, every time
nations on our Antarctica, South and ( Housekeeping)
Central America, Australia/New Zealand, ( Purser) Contact Us:
Asia/Paciﬁc and Grand World Voyages. For further information and to discuss
With 137 years of experience, Holland Your Talents the advantages of joining our team, please
America Line has carried more than 10 Professional qualiﬁcations: diploma and/ contact Josephine van Gent, Coordinator
million guests from Europe to the New or equivalent work experience Student Programs (jvangent@hollan-
World and to vacation destinations Excellent communication skills damerica.com)
around the globe. Organizational expertise
Fluent written and spoken English and In addition we invite you to visit us
Your Career an excellent command of German and/ online at www.welcome2HAL.com to
Holland America Line is committed or Spanish and/or Dutch language learn more about the opportunities and
to creating a culture where our people skills advantages of a career at sea with Holland
live, work and thrive, because we know Capable of dealing with different America Line
our people are our strength. To support cultures
our people we have developed a Career Commitment to Holland America Line
Roadmap Program which outlines the Mission & Values