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CruiseConnect | DAY TWO | Crew development
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08:30 - 09:15 45 mins
Registration & light breakfast
09:15 - 09:30 15 mins
Chair’s opening remarks
09:30 - 10:00 30 mins
KEYNOTE: Inspiring Leadership
10:00 - 10:45 45 mins
Delivering luxury service - achieving the gold standard

More than ever the cruise industry’s reputation depends on exceptional service.  Developments such as ‘ship within a ship’, yacht and river cruises, as well as residential vessels, all require a new level of personalisation with a strong focus on experiential travel. How can you support your crew to meet the exacting demands of these niche customers?

  • Cadet/ trainee programs
  • Working with hospitality schools
  • Douglas Diggle, BBA, MBA - Founder, Cruise Shipping Association (CSA) & CEO at Across Oceans Group (AOG)
10:45 - 11:15 30 mins
Morning Coffee
11:15 - 11:40 25 mins
Roundtables
Certification training for dynamic positioning operators on cruise vessels
  • Lars Einar Rosenhaug Bjørset - Global Customer Support – Global Training, Kongsberg
  • Senior Representative - -, Imperial Yachts
11:40 - 12:05 25 mins
Roundtables
Crew Training for Cyber Security Resilience
12:05 - 12:30 25 mins
Roundtables
Reserved for sponsor
12:30 - 13:30 60 mins
Lunch
13:30 - 14:00 30 mins
How to build a Crew Experience in line with company values
  • Antonella Varbaro - Fleet Hotel Human Resources Director, Costa Crociere
14:00 - 14:45 45 mins
Premature promotion? Career development and crew retention

Cruise is a fast-paced industry; people are receiving promotions just for staying more than one contract which can result in ‘unready leaders’, poor middle management and high turnovers.

  • How do we make career paths and progression processes more rigorous/ objective?
  • How do you discover the hidden gems in your crew?
  • On the job training and assessment, developing competencies.
  • Magali Bertolucci - Director of Crew Development & Strategy, MSC Cruises
  • Antonella Varbaro - Fleet Hotel Human Resources Director, Costa Crociere
  • Richard Parkman - Lecturer in Leadership and Organisation Behaviours, Programme Lead BSc Cruise Management and Tourism, Hospitality & Cruise Management, University of Plymouth
14:45 - 15:15 30 mins
Afternoon coffee
15:15 - 16:00 45 mins
Harnessing 21st century technologies to improve the crew experience
  • VR training to improve competency levels before coming aboard
  • E-learning platforms to support skills acquisitions and career progression e.g. languages
  • Using chatbots to support management and smooth the onboarding process
  • Connectivity to support family relationships and communication with shoreside HR teams. 
  • Roger Harris - Executive Director, International Seafarers' Welfare and Assistance Network
  • Douglas Diggle, BBA, MBA - Founder, Cruise Shipping Association (CSA) & CEO at Across Oceans Group (AOG)
16:00 - 16:45 45 mins
PRESENTATION AND DISCUSSION: Crew wellness - spotlight on mental health

Being away from home for prolonged periods of time makes cruise crews particularly vulnerable to mental health concerns. How can we offer appropriate support to crews and effectively tackle the stigma around asking for help in the shipboard environment?

  • Roger Harris - Executive Director, International Seafarers' Welfare and Assistance Network
16:45 - 16:50 5 mins
Close of conference