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[ music plays ]
>>Mission statements are very important for a number of reasons,
but primarily so that we all are on the same page,
so that we're all focused and aligned in delivering one singular mission.
Our mission: through genuine and intuitive service,
we consistently deliver exceptional Seabourn moments
that delight our guests
and create the world's finest travel experiences.
[ music plays ]
Genuine service is a catchphrase that is used by many organizations,
and on Seabourn it is a matter of pride.
Our ships are small, they're intimate.
You know, we get to know our guests fairly quickly,
we get to know them by name, we call every guest by name.
If the stewardess knows or realizes that you only like one pillow,
she makes sure the next day you have one pillow.
If you like two pillows, she makes sure you have two pillows.
And to do that year in, year out, and regardless of ship
gives a feeling like coming home.
We consistently deliver more than you expect.
Because our staff onboard ensures that it really cares
and is special in what they do, they go above and beyond.
And the fact that it happens day in and day out,
that's powerful.
Seabourn moments are generally created
by the crew and staff onboard our ships.
And these are moments where guests experience the true Seabourn service.
And these are moments they remember for their lifetime.
A guest was collecting little trinkets
for her granddaughter in every single port,
and the guest was sick on one port and she wasn't able to go out,
and the stewardess actually went out and bought her something,
and as a special turndown, left it on the bed for her.
Not long ago, we had a couple of -- four friends
that were trying to rent a boat somewhere in Croatia.
And one of the officers took them up to that boat,
realized immediately the boat wasn't really for them,
arranged another boat so they could go and visit the family
that they haven't seen since before world war.
Of course that made the cruise for these four people.
Seabourn moment.
They love the interaction with the guests,
they love to surprise them.
It's like they're almost looking for ways to surprise them
and to make them feel better on their cruise experience.
We give them surprise.
So they're delighted.
A female guest was stuck in an elevator,
and once she came out, there was an array of crew,
and the hotel manager with red roses
and the bar team was with champagne standing by
to welcome her back from the elevator.
And the guest was so excited and said,
"Oh, my God, I'm going to go back in the elevator
"and be welcomed like that every time I come out of it."
That's a Seabourn moment.
We have so many different awards and accolades that we receive
from very prestigious magazines and organizations around the world.
It's clear that we are the best of the best.
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When we talk about our values, it's clear
that there's no value more important than
safety and sustainability. Safety is integral
to everything we do on our ships.
Ongoing training and adherence to rigorous
standards are vital to preserving and
protecting our guests, our employees and the environment.
Ensuring the sustainability of our operations is absolutely critical
making sure that we recycle as much waste
as possible;
making sure that we turn the lights off.
We're very proud of the fact that on an annual basis,
we reduce our fuel consumption by more than two percent a year.
We live off the ocean, basically being able to sail
this beautiful ship through beautiful areas.
Our main goal is of course to leave the areas
the way we found them.
So having sustainable operations, as well as having safe operations, are
really very critical to the future of our business.
Well, team together and team apart is in fact one team,
just we're in different places doing the same job.
And the way we achieve that is that we are all working
towards the same result.
So we want to make sure that the same kind of intuitive service and care
that they receive onboard the ships happens in our reservations department
or our air/sea department
or all the various teams in Seattle that support the guest.
When you work on ships, yes, you do work seven days a week
and you work long hours,
but then a lot of our operational people in the head office as well,
they have worked on our Seabourn yachts,
so they bring back that commitment to do it day in and day out,
they bring it with them.
The crew has had to embrace a lot of change
in the last couple of years,
and I think we've done it very, very well.
If they come with a new idea
and they think we can do it better,
it's always embraced and open for new ideas.
I think that's one of the core values that was important to us,
to maintain positive, and they are able to look into the future
and see the bigger picture, that it will eventually help out
to do their job and ultimately have a great experience
for our guests onboard.
Really professionals who have chosen that career path.
We want to better ourselves.
And in times when workload is quite heavy,
we try to stay positive.
And our guests are great, because they give the positive feedback to the crew,
they feel inspired again, and they try even harder next time.
I think the importance of ethics and honesty
is really just being a Seabourn ambassador
onboard and ashore at all times.
We are the face of Seabourn.
We have a very strong culture.
We have strong ethics and a very strong belief through the Seabourn.
We believe in our product,
we believe in our goal,
we believe in our mission.
What's also important to us is that we are a good corporate citizen
and that we leave a footprint as a company
that others around us can respect and admire.
We also check on what can be improved,
and we analyze each of the comments we are receiving.
And we share those results with the ships.
And also, of course, we share the positive feedback received as well.
We listen to our guests,
we watch their comments onboard,
and we care about the kind of experience
that we're delivering.
Our crew is just doing a fantastic job.
I am always surprised when you talk to guests,
when you host them, and they come up with stories.
On the turnaround day, we had a guest in transit.
During the cruise, a toothbrush, electrical toothbrush broke,
so she wanted to buy a new one.
She missed the shuttle, and then it started raining.
So she was telling her frustration to the cruise director on the gangway.
A waiter overheard her who was going out,
bought one shoreside, and put it in the suite.
And she could not stop talking about it to the guests onboard
and when she got home.
And she had clean teeth.
And she has clean teeth.
My name is Vitor Alves.
I am a hotel manager for Seabourn.
My name is Dag Dvergastein, and I'm a captain with Seabourn.
My name is Marcel.
I'm a hotel manager on the Odyssey.
I'm Rajat Adhikary.
I'm working as a corporate traveling chef.
My name is Stijn Creupelandt.
I'm the manager of hotel administration and guest services up in Seattle.
My name is Christopher Prelog,
and I'm the director of hotel operations for Seabourn.
My name is Cathy Meyer.
I'm the corporate traveling housekeeper for Seabourn.
My name is Guenter Steinbrunner.
I'm the hotel manager on Seabourn Quest.
My name is Bjoern Wassmuth.
I'm the manager of culinary operation.
I'm Dan Grauz, executive vice-president fleet operations.
I'm Rick Meadows, and I'm the president of Seabourn.
Through genuine and intuitive service...
We consistently deliver...
Exceptional Seabourn moments
that delight our guests...
And create the world's finest travel experiences.
[SEABOURN]