| CRYSTAL CRUISES |
MAKING THE CRYSTAL
DIFFERENCE
An interview with the Captain, Hotel Director and
Cruise Director of CRYSTAL SYMPHONY
by Richard H. Wagner
DIFFERENCE
An interview with the Captain, Hotel Director and
Cruise Director of CRYSTAL SYMPHONY
by Richard H. Wagner
Crystal Cruises is unique among cruise lines in several ways. It is a company
that operates with only two ships. Yet, it is part of the world’s largest shipping
company. It is Japanese-owned but the ships are geared toward the American
market. Perhaps most importantly, it is the only line that is offering six-star plus
luxury service on large (i.e., greater than 50,000 ton) ships.
The Crystal fleet consists of CRYSTAL SERENITY (68,870 g.r.t.) and the
CRYSTAL SYMPHONY (51, 044 g.r.t.) For a time, the line also operated the
CRYSTAL HARMONY (49,904 g.r.t) but that ship was transferred to sister
company Akura Cruises where she now operates as the AKURA II. While not as
large as the mega-cruise ships that have come onto the market, they are still quite
sizeable. But with passenger capacities of only 1,100 and 960 respectively, the
two ships have very favorable passenger space rations and passenger to crew
rations.
Unlike many contemporary cruise lines, Crystal does not base its ships in a
port and then repeat the same itinerary each week. Instead, while the ships may
stay in a region for a month or more, the itineraries vary widely and the ships move
around the globe. This, of course requires the ships to transverse all types of seas
in all types of weather. “The ships are very stable, very good actually. The shape
of this ship here compared to many of them [in the industry] is more streamlined
shape, not so wide, more sleek to go through the waves,” observed Captain Jon
Okland, master of the SYMPHONY.
While SYMPHONY can do up to 23 knots, the speed the ship does during a
cruise generally ranges from 17 to 20 knots depending upon the itinerary. “Coming
from Norfolk to here [New York] it was 14 or 15. From Boston to Newport, it
will be a higher speed again - - that will require more than 20. It is very different
from port to port. We have six main engines and we can run with 2, 3, 4, 5 or 6
but it is best economically when we have 3 today with the oil prices rather high.
With three engines we do 17 knots. Then, the ship rides beautifully, no vibration,
no nothing, like you are along side the dock. Rough sea it is better too.”
The ships’ global itineraries pose logistical challenges as well. Herbert K.
Doppler, SYMPHONY’s Hotel Director explained: “We do worldwide cruising so
it is not this seven day in and out of Miami. It is a bit more challenging. It is a big
part in our operation to figure out how to supply the ship around the world.
However, having said that, we have been all around for a few years. We have a
very experienced team together with a good support unit in Los Angles in our head
office. Over the years, we have worked it our nicely. We know by now where to
buy what and what to take on where. Planning is the key there.”
The fact that Crystal is owned by Nippon Yusen Kaisha (NYK), the Japanese
shipping giant, helps as well. “Our owners operate about 800 cargo ships so we
are better supported than some of the larger cruise lines. Also, Crystal has a very
good reputation. So, whatever city we go to, we are treated very well. There is no
saying ‘you only have two ships, we are not interested.’ It is actually the opposite.
The same goes for the venders. We are associated with many good companies out
there,” Doppler said.
While NYK owns and supports the cruise line, it does not attempt to micro-
manage the operation. “They don’t get involved in the day to day operation. They
only get involved in the strategic decisions. It is run by Crystal Cruises Los Angles.”
The company focuses on the American market. According to Mr. Doppler:
“Nationality-wise we are doing about 85 percent American and about 15 percent
international and we are happy with that.. The UK is a growing market and we are
there already. However, our prime market will remain the United States.”
In general, Crystal attracts two groups, one somewhat older than the other.
“The typical passenger, in the older group is the experienced traveler. They have
been to most places in the world already during their professional life. For that
group the ship is very important as a destination. The younger people - -
everybody talks about the baby boomers and we have them too - - for them it is a
combination between destination, where they want to go to, which part of the
world, and, of course, the time of the year comes into the picture. But, having said
that, the ship is a destination that is very important to them as well. They like to
cruise with the best and recently, [Crystal] has been voted again number one by
Travel and Leisure and also with Conde Nast and that is important with the baby
boomers. They go by rating and things like that when they choose ships. I think
we tie right in with the Four Seasons and the Ritz Carlton. Anyone who would
take a five star hotel vacation on land or even a four star plus would be attracted to
a Crystal ship as well.”
The question then becomes how does Crystal consistently achieve these high
ratings? “It is a combination of various things. First of all, you have to maintain
your hardware in the best possible way, meaning the ship itself, the rooms and the
restaurant etc. Equally important, if not more important, you have to continuously
focus on your software which is our crew members whether they are waiters,
stewardesses, chefs etc. [Third] you need to maintain your offerings that you have
in the ship and at the same time improve and focus on quality of what we do.”
With regard to the “hardware,” CRYSTAL SYMPHONY went into service in
1995. However, it does not follow that she is a 1990s venue. “Every two years
we go into drydock and last year was a hectic one,” Captain Orland commented.
Mr. Doppler added: “First of all, in your operations, things start to get worn
and you cannot replace that on the run, as we say. Number two was in the public
rooms, especially on Deck 6, we had a lounge that was sort of locked in that we
wanted to open up into a bigger lounge which we did. We added a new location
up there - - a nightclub, a designated nightclub. Thirdly, the most money went into
the [state]rooms. We wanted to have a more contemporary look in our rooms, a
more modern look. The ship came out in 1995 so it was probably planned in
1993. We wanted to follow some new trends and that is why we changed the look
of the rooms, the furniture.”
Turning to the “software,” Captain Orland said: “I have to say that on these
ships we have fantastic crew and we are able to keep them for a long, long time.
They are fantastic for remembering names and everything. When the guests come
onboard, they say ‘welcome aboard.’ They know the guests’ names and that is
something the guests appreciate very much and they know what the guests like and
know what the guests like to drink, they know what the guests like to eat.
Attention to small details, attention to details.”
Mr. Doppler continued, “Friendliness is very important to us. Today many
things are expected or taken as standard so in order to achieve a constant ‘wow’
for the guests you can really do this with extraordinary friendliness, extraordinary
quality of entertainment as well as extraordinary food.”
that operates with only two ships. Yet, it is part of the world’s largest shipping
company. It is Japanese-owned but the ships are geared toward the American
market. Perhaps most importantly, it is the only line that is offering six-star plus
luxury service on large (i.e., greater than 50,000 ton) ships.
The Crystal fleet consists of CRYSTAL SERENITY (68,870 g.r.t.) and the
CRYSTAL SYMPHONY (51, 044 g.r.t.) For a time, the line also operated the
CRYSTAL HARMONY (49,904 g.r.t) but that ship was transferred to sister
company Akura Cruises where she now operates as the AKURA II. While not as
large as the mega-cruise ships that have come onto the market, they are still quite
sizeable. But with passenger capacities of only 1,100 and 960 respectively, the
two ships have very favorable passenger space rations and passenger to crew
rations.
Unlike many contemporary cruise lines, Crystal does not base its ships in a
port and then repeat the same itinerary each week. Instead, while the ships may
stay in a region for a month or more, the itineraries vary widely and the ships move
around the globe. This, of course requires the ships to transverse all types of seas
in all types of weather. “The ships are very stable, very good actually. The shape
of this ship here compared to many of them [in the industry] is more streamlined
shape, not so wide, more sleek to go through the waves,” observed Captain Jon
Okland, master of the SYMPHONY.
While SYMPHONY can do up to 23 knots, the speed the ship does during a
cruise generally ranges from 17 to 20 knots depending upon the itinerary. “Coming
from Norfolk to here [New York] it was 14 or 15. From Boston to Newport, it
will be a higher speed again - - that will require more than 20. It is very different
from port to port. We have six main engines and we can run with 2, 3, 4, 5 or 6
but it is best economically when we have 3 today with the oil prices rather high.
With three engines we do 17 knots. Then, the ship rides beautifully, no vibration,
no nothing, like you are along side the dock. Rough sea it is better too.”
The ships’ global itineraries pose logistical challenges as well. Herbert K.
Doppler, SYMPHONY’s Hotel Director explained: “We do worldwide cruising so
it is not this seven day in and out of Miami. It is a bit more challenging. It is a big
part in our operation to figure out how to supply the ship around the world.
However, having said that, we have been all around for a few years. We have a
very experienced team together with a good support unit in Los Angles in our head
office. Over the years, we have worked it our nicely. We know by now where to
buy what and what to take on where. Planning is the key there.”
The fact that Crystal is owned by Nippon Yusen Kaisha (NYK), the Japanese
shipping giant, helps as well. “Our owners operate about 800 cargo ships so we
are better supported than some of the larger cruise lines. Also, Crystal has a very
good reputation. So, whatever city we go to, we are treated very well. There is no
saying ‘you only have two ships, we are not interested.’ It is actually the opposite.
The same goes for the venders. We are associated with many good companies out
there,” Doppler said.
While NYK owns and supports the cruise line, it does not attempt to micro-
manage the operation. “They don’t get involved in the day to day operation. They
only get involved in the strategic decisions. It is run by Crystal Cruises Los Angles.”
The company focuses on the American market. According to Mr. Doppler:
“Nationality-wise we are doing about 85 percent American and about 15 percent
international and we are happy with that.. The UK is a growing market and we are
there already. However, our prime market will remain the United States.”
In general, Crystal attracts two groups, one somewhat older than the other.
“The typical passenger, in the older group is the experienced traveler. They have
been to most places in the world already during their professional life. For that
group the ship is very important as a destination. The younger people - -
everybody talks about the baby boomers and we have them too - - for them it is a
combination between destination, where they want to go to, which part of the
world, and, of course, the time of the year comes into the picture. But, having said
that, the ship is a destination that is very important to them as well. They like to
cruise with the best and recently, [Crystal] has been voted again number one by
Travel and Leisure and also with Conde Nast and that is important with the baby
boomers. They go by rating and things like that when they choose ships. I think
we tie right in with the Four Seasons and the Ritz Carlton. Anyone who would
take a five star hotel vacation on land or even a four star plus would be attracted to
a Crystal ship as well.”
The question then becomes how does Crystal consistently achieve these high
ratings? “It is a combination of various things. First of all, you have to maintain
your hardware in the best possible way, meaning the ship itself, the rooms and the
restaurant etc. Equally important, if not more important, you have to continuously
focus on your software which is our crew members whether they are waiters,
stewardesses, chefs etc. [Third] you need to maintain your offerings that you have
in the ship and at the same time improve and focus on quality of what we do.”
With regard to the “hardware,” CRYSTAL SYMPHONY went into service in
1995. However, it does not follow that she is a 1990s venue. “Every two years
we go into drydock and last year was a hectic one,” Captain Orland commented.
Mr. Doppler added: “First of all, in your operations, things start to get worn
and you cannot replace that on the run, as we say. Number two was in the public
rooms, especially on Deck 6, we had a lounge that was sort of locked in that we
wanted to open up into a bigger lounge which we did. We added a new location
up there - - a nightclub, a designated nightclub. Thirdly, the most money went into
the [state]rooms. We wanted to have a more contemporary look in our rooms, a
more modern look. The ship came out in 1995 so it was probably planned in
1993. We wanted to follow some new trends and that is why we changed the look
of the rooms, the furniture.”
Turning to the “software,” Captain Orland said: “I have to say that on these
ships we have fantastic crew and we are able to keep them for a long, long time.
They are fantastic for remembering names and everything. When the guests come
onboard, they say ‘welcome aboard.’ They know the guests’ names and that is
something the guests appreciate very much and they know what the guests like and
know what the guests like to drink, they know what the guests like to eat.
Attention to small details, attention to details.”
Mr. Doppler continued, “Friendliness is very important to us. Today many
things are expected or taken as standard so in order to achieve a constant ‘wow’
for the guests you can really do this with extraordinary friendliness, extraordinary
quality of entertainment as well as extraordinary food.”
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Cruise Ships Home
Cruise Ship Profiles
Cruise Links
Crystal Symphony Profile
Crystal Symphony Photo Tour
Crystal Symphony Interview 1
Crystal Symphony Interview 2
Hotel Director Herbert Doppler
The expanded Starlite lounge.
Friendliness is emphasized.