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INSIDE VIEW:
BREAKAWAY'S KEY TO SUCCESS A conversation with Hotel Director Mario Markovic by Richard H. Wagner |
Hotel Director Mario Markovic
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During a recent Caribbean cruise, Hotel Director Mario Markovic reflected: “Half of our guests during this cruise never get off the ship. Most of them are frequent cruisers and so they come because of the ship, not because of the ports.”
The reason Norwegian Breakaway inspires such loyalty is straightforward. “There are several elements, convenience etc. But in the end, they repeat because of the crew. The crew is what brings them back. They really feel comfortable. They feel like it is a home, a family and we treat them as family.” “We know our product is good, our food is good, the accommodations are good but at the end of the day the reason why the guests will book the cruise is that the Breakaway crew love me the most. Regardless of whether other ships might have better features, better itineraries, I will go on Breakaway because I want to enjoy my vacation and I'm sure on Breakaway I will enjoy my vacation. That is what we are proud of .“ A friendly, family atmosphere is a goal on many cruise ships but how was is such an atmosphere fostered on Breakaway? “We try to get [across] that spirit that everyone is friendly. We have our trainings. We have our brand. We project our brand because we are proud of it. Whoever is attracted by our offerings we want to impress.” Communication is key to Breakaway's strategy. “Whenever we train people it is important for them to understand why it is done that way. When they do understand, they buy into it and they work with more passion, more commitment. If you just try to tell them this is what you have to do, they won't be able to do it the right way. When a person is insecure, the survival defense mechanism is: 'It is not my job'. It is up to us management to get them to open up and understand.” “The communication lines are wide open. We are open as higher management to [any person in] any position to come forward and share their opinion with us if they feel like it. The army style hierarchy is not really healthy for the hospitality business. People need to be comfortable. They need to be comfortable when they are working that their manager is here to support them. They need to know that if they get in any trouble the manager will be able to jump in and assist them. That is what changes the atmosphere onboard and the spirit.” |
Along the same lines, knowledge is important. Crew members are also given the opportunity to experience tours, restaurants and shows that are offered to guests. “They need to be familiar with everything. We promote it in our training. We don't limit our waiters to learning about serving food. All our crew, yes they are professional in doing their jobs, but that is not where their job ends. The job also is to assist the guests in anything. They have to be familiar with everything and be able to explain and assist the guests.”
In fact, in a video played on the ship's television system Mr. Markovic encourages guests to contact him or any member of the crew if they have questions or concerns on any topic. “Guests have to be comfortable sharing with crew and be able to rely on crew members to assist them. You don't have to run around to get to where you need. We will get back to you. Whenever a guest shares a desire or wish or anything we need to make an effort to try our best to accommodate. If we cannot at least we are trying. Even if we know most probably we will not be able to, we make an effort.” A new challenge After nearly five years of being based in New York, Breakaway is taking its act on the road. After a session in dry dock, Breakaway will be based in Copenhagen for the summer 2018 season. “Our season in Europe will be the Scandinavian countries, Estonia, Germany, St. Petersburg - - overnights over there. It will be a big change for this team as well. We are basically taking over [the itinerary done in previous summers by Norwegian Getaway]. Guests who were loyal to Getaway, we will have to gain their loyalty to us. I'm sure we will do a good job because after our experience in New York everything else can only be easier. It will be a new challenge for us.” The reason Breakaway is going into dry dock is because cruise ships are required by regulation to go into dry dock after five years in service. Dry dock sessions are sometimes used to make major changes to a ship but that will not be the case here. “Fat Cats will be adjusted from jazz to rock and roll. It will be a small theme change and probably some interior adjustment.” Taking over for Breakaway in New York will be Norwegian Escape. Escape is a slightly larger, enhanced version of the Breakaway design built at the same shipyard as Breakaway. “Escape is a very good choice to replace Breakaway. The guests will like Escape.“ |
Cruise ship interview - Norwegian Cruise Line - Norwegian Breakaway - Hotel Director 2018