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October 26, 2024

In this space dedicated to the roles of women involved in the cruise industry, we often focus on positions within corporate, as it is a key area for decision-making and long-term planning for fleet operations. This includes every aspect, from marketing to port operations, procurement, and personnel management.

These are essential roles, but they represent only one of the sectors that contribute to the success of a complex entity like a fleet of cruise ships. Equally important is the work done onboard, as this is the final interface with the customer, where the solid organization set up on land must be followed by services delivered at the highest possible standards.

Although there are many roles that interact with guests onboard cruise ships, those within the Front Desk are certainly central to establishing direct contact with guests and meeting their every need, ensuring their vacation is perfect. This is why we had the pleasure of interviewing Merriam Saldivia, who has extensive experience in hospitality, both on land and at sea. Recently, she collaborated in the launch of Explora II, a position of great responsibility for a brand that is a recent entrant in the luxury cruise market.

Merriam, first of all, thank you for your time. We’ve been following the recent launch of the second unit of Explora Journeys, and we know how important, especially for a luxury brand, the figure interfacing with guests is for any information or issues they may have onboard. But let’s take a step back: can you tell us a bit about your studies and training before embarking on your career at sea?

Thank you for the opportunity to share my background. Before starting my career at sea, I pursued a degree in Hospitality Management, which provided me with a solid foundation in customer service, operations, and leadership. I also completed various internships in luxury hotels and resorts, where I honed my skills in guest relations and service excellence. In addition to my formal education, I underwent specialized training in onboard hospitality and guest experience management, which has been invaluable in my role with Explora Journeys. This combination of academic and practical experience has equipped me to create memorable experiences for our guests, ensuring their needs are met with the utmost care and attention.

I know you had significant experiences before entering the cruise industry. How important do you think those were for your current role, and how do they compare or differ from the type of clientele you now cater to onboard?

Absolutely, my previous experiences were instrumental in shaping my current role in the cruise industry. Working in luxury hotels and resorts taught me the nuances of high-end customer service and the importance of personalization. Those skills are directly transferable to my work with Explora Journeys, where we prioritize creating unique and memorable experiences for our guests.

The clientele in the cruise industry can differ significantly, particularly in terms of expectations and preferences. While hotel guests often seek comfort and convenience, cruise guests are looking for adventure, exploration, and immersive experiences. This requires a different approach to service—one that balances attentiveness with the freedom for guests to explore their surroundings. Overall, my past experiences have provided me with a versatile skill set that allows me to adapt to the unique demands of our onboard clientele, ensuring they feel valued and well-cared for throughout their journey.

You started your career aboard Celebrity Cruises, if I’m not mistaken. What first led you to consider working on a cruise ship, and what was your role with that company?

Yes, that’s correct! I started my career with Celebrity Cruises, and it was a combination of factors that drew me to the cruise industry. I’ve always had a passion for travel and hospitality, and the idea of working in a dynamic, multicultural environment was incredibly appealing. The opportunity to meet people from all over the world while providing exceptional service was a big motivator for me. At Celebrity Cruises, I began as a Jr. Guest Relations Officer. This role allowed me to interact directly with guests, addressing their inquiries and ensuring their needs were met. It was a fantastic introduction to the cruise experience and laid the groundwork for my understanding of the unique challenges and rewards of working onboard. That experience ignited my passion for this industry and set me on the path to my current role with Explora Journeys.

How did the transition to Explora Journeys happen? What do you like most about this new brand, and what was your first impression of the new reality?

The transition to Explora Journeys was an exciting opportunity for me. I was drawn to the brand’s commitment to redefining luxury travel and its focus on immersive experiences. After following the development of Explora and its innovative approach, I knew I wanted to be part of this journey.

What I appreciate most about Explora Journeys is its emphasis on personalized service and creating authentic connections with our guests. The brand prioritizes sustainability and cultural immersion, which aligns with my values and passion for enriching travel experiences.

My first impression of this new reality was one of enthusiasm and potential. The atmosphere onboard is vibrant, with a strong sense of community among the crew and guests. It’s inspiring to be part of a team that is dedicated to elevating the cruise experience, ensuring that each journey is not just a trip but a memorable adventure. The energy and vision of Explora Journeys truly set it apart in the industry.

Guest Service Ambassador is your role onboard. Could you explain exactly what that entails?

As a Guest Service Ambassador, my role is multifaceted and revolves around ensuring a seamless and enjoyable experience for our guests. I’m often the first point of contact for guests upon boarding and throughout their journey. My goal is to create a welcoming atmosphere and address any questions or concerns they may have. Handling inquiries and resolve issues efficiently, ensuring that guests feel heard and valued. Whether it’s a request for information or a need for assistance, I strive to provide solutions quickly. Providing guests with information about onboard activities, dining options, and shore excursions, helping them make the most of their experience. I take note of guest preferences and feedback to tailor their experience, whether it’s arranging special celebrations or recommending activities based on their interests. I work closely with other departments, such as housekeeping and dining, to ensure that guest needs are met consistently across the board. Overall, my role is about creating memorable experiences and fostering a sense of community among our guests, ensuring they leave with wonderful memories of their journey.

The Explora Journeys experience: in what ways do you think it’s special, both from the perspective of working onboard and as a new offering in the luxury cruise market?

The Explora Journeys experience stands out in several ways, both for guests and for those of us working onboard. Personalized Luxury: Explora Journeys focuses on creating tailored experiences that cater to individual preferences. Guests receive personalized service, ensuring they feel valued and unique throughout their journey. Cultural Immersion: The brand emphasizes authentic experiences that connect guests with the destinations they visit. This includes curated shore excursions that reflect local culture, cuisine, and traditions.  Sustainable Practices: Explora Journeys is committed to sustainability, incorporating eco-friendly practices and responsible tourism into its operations, appealing to today’s conscientious travellers. Innovative Design: The ships feature modern, elegant designs and luxurious amenities that enhance comfort and relaxation, making the onboard experience truly special. Empowerment and Collaboration: Working at Explora Journeys fosters a sense of teamwork and empowerment. Crew members are encouraged to share ideas and contribute to enhancing the guest experience, creating a collaborative environment. Growth Opportunities: The brand’s focus on excellence means there are abundant opportunities for professional development and career advancement, making it an exciting place to grow.  Passion for Service: There’s a strong culture of hospitality that inspires the crew to go above and beyond. Working with a team that shares a commitment to exceptional service makes the job rewarding.

Overall, Explora Journeys is redefining luxury cruising by combining personalized service, cultural richness, and a strong commitment to sustainability, creating a truly unique experience for both guests and crew.

What do you enjoy doing during your free time onboard? Do you manage to carve out time for yourself and pursue your interests? Have the itineraries allowed you to make any memorable discoveries or visit places that particularly fascinated you, even with the limited time available?

During my free time onboard, I try to make the most of the unique environment and opportunities available. I enjoy connecting with my fellow host, sharing stories, and learning about different cultures. It’s a great way to bond and unwind after a busy day.

I also make an effort to carve out time for personal interests, such as reading and exploring culinary experiences from locals. The diversity of the host often leads to interesting discussions and new perspectives. As for itineraries, even with limited time in port, I’ve been able to make some memorable discoveries. For instance, visiting local markets or trying regional cuisines during our short excursions has been fascinating. Each destination offers a unique glimpse into its culture, and I try to soak in as much as I can. These experiences not only enrich my own journey but also enhance my ability to share insights with our guests, making their experiences even more special.

Some thoughts on the experience of women working onboard: have you encountered difficulties during your career, or have you ever felt at a disadvantage compared to male colleagues? How has your relationship with the crew been, both in previous experiences and in your current role?

The experience of women working onboard can vary widely, and I’ve had my share of challenges as well as positive experiences. There have been moments where I felt at a disadvantage, particularly in environments that were more traditionally male-dominated. Issues like being taken seriously in decision-making processes or facing assumptions about capabilities based on gender have arisen. However, these experiences have also motivated me to advocate for myself and others, fostering a sense of resilience.

On the flip side, I’ve built strong relationships with colleagues across genders. In my current role at Explora Journeys, I’ve noticed a growing emphasis on diversity and inclusion, which has contributed to a more supportive atmosphere. The camaraderie among host is invaluable, as we all rely on one another to create the best experience for our guests. I’ve also seen many women in leadership roles, which is encouraging and helps create a more balanced environment. Mentorship from experienced female colleagues has been instrumental in my development, and I believe we’re making strides towards a more equitable industry.

Overall, while challenges exist, the support from my peers and the evolving culture within the cruise industry have made my experience rewarding. It’s inspiring to see more women stepping into diverse roles and contributing to a positive shift onboard.

Tell us something about your personal life. How do you spend your time at home between contracts, and what are your favorite activities when you’re not working? In particular, how do you handle the distance from your family, and how do you plan to manage your personal relationships in the future?

Between contracts, I cherish my time at home by reconnecting with family and friends. I love exploring local areas, trying new restaurants, and enjoying outdoor activities like hiking or biking. These experiences help me recharge and appreciate the moments spent on land. Handling the distance from family can be challenging, but I make a conscious effort to stay connected through regular video calls and messages. Setting up a schedule helps us maintain that bond, even when I’m away. I also enjoy sending postcards or small gifts from the places I visit, which keeps the connection alive.

In the future, I plan to prioritize maintaining my personal relationships by being more intentional about my time at home. This might mean planning special outings or family gatherings to make the most of our time together. I believe that with open communication and effort, I can manage both my career and my personal life, creating a fulfilling balance that allows me to thrive in both areas.

Lastly, any thoughts on pursuing a career onboard in the hotel sector for young women? Would you recommend this job opportunity in an industry that seems to be constantly growing? Do you see differences in crew life between different types of cruises, from large ships to smaller luxury ones? I imagine the relationship with passengers changes, and consequently, so do the working conditions.

Yes, I would recommend pursuing a job in the cruise industry, especially since it continues to grow and evolve Pursuing a career in the hotel sector onboard cruise ships can be a rewarding opportunity for young women. The cruise industry is indeed expanding, with new ships and destinations emerging regularly. This growth can lead to more job opportunities and career advancement within the sector. Working on larger ships often involves a higher volume of passengers, which can mean a more bustling environment but also more opportunities for networking and meeting diverse people. In contrast, smaller luxury ships may offer a more intimate experience, allowing for deeper connections with passengers and a more personalized service approach. The lifestyle onboard can vary significantly between large and small ships. On larger vessels, crew members might have more structured schedules and a more segmented crew environment, while smaller ships often foster a close-knit community among the crew. The dynamics with passengers can differ based on ship size. On smaller ships, crew members might develop stronger relationships with returning guests, enhancing job satisfaction. On larger ships, interactions may be more transactional but can also involve more diverse social opportunities. Generally, smaller ships may have more flexible working conditions and opportunities for input in service styles, while larger ships might have more standardized procedures.

Both environments offer unique benefits and challenges. Choosing between them depends on your personal preferences, such as whether you prefer a bustling atmosphere or a more intimate setting, the cruise industry can be a fulfilling career path, providing adventure, growth, and the chance to meet people from around the world. Overall, a career in the hotel sector on cruise ships can be an excellent choice for young women, providing valuable experience, travel opportunities, and the chance to develop skills in hospitality. It’s essential to consider personal preferences regarding lifestyle, work environment, and career goals when making this decision.

Thank you, Merriam. It’s always extremely interesting to learn about life onboard and the vital role that many women play on ships. A significant part of the quality that cruise passengers experience comes from the onboard services and having an informed and capable point of contact when approaching the reception or general onboard service. We hope to meet you soon onboard Explora II or other new ships planned for the fleet.

Don’t miss more updates, news and reviews about Explora Journeys on Cruising Journal with photos, video e cruises on offers.

Gabriele Bassi

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