I’ve just returned from a NACTA Seminar at Sea on Azamara Quest and wanted to report back on how this company is reinventing itself as a true deluxe product. Many who sailed on Azamara back in 2008 dismissed it as “no comparison” to its obvious rival Oceania, but the 30 participants of this SAS were in agreement that today Azamara is as good as, if not better than Oceania.
Azamara is now run by Larry Pimental (formerly of SeaDream) who has brought over many of his staff to recreate the intense customer satisfaction orientation that the line desires. On our second day hotel manager Philip Herbert welcomed us with “we are family here and we want you to feel like part of our family. Let us know how we can make things even better for you and we will do our utmost to accomplish that.”
On Day 4 we all received a “details matter” form to provide feedback to the staff on what we liked and felt was lacking. I commented on a rather cold dining room, less than optimum shower pressure and complimented them on the wide range of fresh fruit available in the buffet. The following day a voice message assured me that the engineers were checking the AC outlets in the restaurant. Later one of the senior staff members stopped to thank me for the fruit comment and mentioned that at Odessa they would be sending a team from the crew to the local market to refresh their supplies of strawberries, blackberries and other items such as local fish. After the next port stop our showerhead was replaced. That’s definitely attention to detail!
We learned that Azamara, now a freestanding division of RCCL, and has made the strategic decision to maintain it’s pricing as a deluxe brand to qualify its clientele even if that means sailing at less than maximum capacity. You’ll find it priced similarly to Oceania but with a lot more inclusions – gratuities, wine with meals, gourmet coffees, soft drinks and water all day long – including bottles as you disembark each day, fresh flowers, fruit and daily chocolate treats in the staterooms, free self service laundry, complimentary port shuttles and even an onboard concierge. The company seemed to be going out of its way to avoid that tacky feeling of being “nickel and dimed” and furthermore the friendliness of the staff was unbelievable.
Now home, I’m looking at Azamara’s itineraries for all clients ready to move up from big ship cruising. To enhance appeal to the slightly younger cruising market (50+) the coming season will have many more 7-night itineraries and even a few shorter trips. Those provide an ideal opportunity to get your clients to try this premium product. Once they’ve tried it they’ll be a lot more comfortable committing to that longer 11 or 12 night sailing. I liken it to one’s first experience of business class - when going back to economy seems grim. For me, this deluxe cruising experience has somehow diminished the appeal of big ship cruising.
Personally I cruise for the destinations not the food, but I can’t end this review without commenting on the cuisine as that’s what so many will ask about. Excellent quality, lots of made to order items and, for a smaller ship, an amazing variety of choices both in the main dining room and the buffet. Outstanding food presentation throughout and no hesitation from the staff when I asked to combine the entrée of one item with the sides of another. Two specialty restaurants offer the “over the top” experience for those who live to eat whilst an excellent educational presentation in the spacious gym impressed those of us who eat to live.
Our itinerary was port intensive yet there was still a wide range of onboard entertainment with a British guest lecturer on the history of the destinations, dance teachers, accomplished fine musicians as well as local groups who came on board.
Nightly entertainment included the 8-piece band, dancers, Broadway songs from the cruise director and even an impressive magic show from the entertainment director. To emphasize the “family” feel, the cruise director and hotel manager personally served us at the ice cream social and even the captain sliced chicken at the deck BBQ.
I thank Azamara for allowing us the privilege of having our seminar at sea on Quest and encourage you all to give them a chance to serve your clients – it’s definitely in your best interest too as there’s a lot more commission on an inclusive produce than a $599 deal. Feel free to email me with specific questions you may have on Azamara Quest or our Black Sea itinerary of 12th July 2010.
Diane Weissman diane1030@gmail.com 650-964-1003
