Introduction to Cruising

In this chapter, we explore the economic impact of cruising, the types of cruise ships, the roles of ship staff, and the intricacies of the ship’s hotel operation. Though it only represents 2% of international travel, the cruise industry has a significant economic impact and is poised for growth. According to the Cruise Lines International Association, the cruise industry contributed $138 billion in total economic impact globally, supporting 1.2 million jobs worldwide and $43 billion in wages in 2022.^[1]

Often referred to as “floating hotels,” cruise ships are a unique sector within the umbrella of hospitality and tourism. Defined by opulent vessels sailing across the world’s oceans and rivers, cruising captures the essence of luxury, exploration, and unparalleled service. Even for more budget-conscious travelers, cruise vacations can offer several benefits – especially for families. Like all-inclusive resorts, cruise packages often cover accommodation, meals (including many kid-friendly options), and entertainment while also offering a range of activities for children, including supervised kids’ clubs and age-appropriate entertainment.  Cruising also allows families to visit multiple destinations without the need for additional transportation costs or hassle. Cruise lines also offer discounts for groups or families booking multiple cabins, providing an opportunity for additional savings along with savings promotions during off-peak seasons.

The Evolution of Cruising: From Transportation to Vacation

Travel by water is as old as civilization itself. However, the industry as we know it began when Thomas Newcomen invented the steam engine in 1712. The first crossing of the Atlantic by steam engine took place in 1819 aboard the SS Savannah, landing in Liverpool, England, after 29 days at sea. Forty years later, White Star Lines began building ocean liners, including the Olympic-class ships (the Olympic, Britannic, and Titanic), expanding on previously utilitarian models by adding luxurious amenities.^[2]

A boom in passenger ship travel toward the end of the 1800s was aided by a growing influx of immigrants from Europe to America, while more affluent passengers traveled by steamship for pleasure or business. The industry grew over time but, like rail travel, began to decline after the arrival of airlines. Shipping companies were forced to change their business model from pure transportation to “an experience,” and the modern cruise industry was born.

Ocean Cruising 

Ocean cruising has experienced steady growth over the past 15 years. Statista reported that the number of global ocean cruise passengers increased significantly in 2023 over the previous year, totaling 31.7 million and recovering from the impact of COVID-19. This figure was forecast to rise steadily in the following years, reaching an estimated 39.4 million in 2027.^[3] To accommodate this increased demand, 14 new cruise ships are expected to launch in 2024.^[4]

The world’s largest cruise liner is Royal Caribbean’s Icon of the Seas, which launched its maiden voyage in January 2024. The ship accommodates a maximum of 7,600 passengers in 2805 cabins, as well as a crew of 2,350 across 20 decks. It offers more than 20 unique dining options. Facilities include the largest waterpark, tallest waterfall, and tallest water slide at sea, along with seven pools, an ice arena, a children’s playground, a full-size basketball court, a surf simulator, theaters, nightclubs, and more.^[5] Massive ships like this, carrying 3,000 or more passengers, are often called “mega” ships.

More than half of the world’s cruise passengers are from North America, and the leading destinations (based on ship deployments), according to CLIA, are:

• • The Caribbean
  • The Mediterranean
  • Northern Europe
  • Alaska
  • Asia & China
  • Australia/New Zealand

Major Ocean Cruise Lines

Several major players dominate the global cruise industry. These cruise lines operate globally, offering a wide range of cruise experiences, from budget-friendly to luxury, family-oriented to expedition cruises.

• Carnival Corporation is one of the largest cruise companies globally, operating a diverse fleet of ships under various brands, including Carnival Cruise Line, Princess Cruises, Holland America Line, Costa Cruises, Cunard, and more.

• Royal Caribbean Group is a major player in the cruise industry, known for its innovative ship designs and a wide range of cruise experiences. Its brands include Royal Caribbean International, Celebrity Cruises, Azamara, and Silversea Cruises. Notably, the Celebrity Edge is helmed by Captain Kate McCue, the first American woman to captain a mega-ship.

• Norwegian Cruise Line Holdings operates a varied fleet catering to different market segments, from contemporary to luxury cruising. The Brands operated by NCL are Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises.

• MSC Cruises is a global cruise line with a rapidly expanding fleet, offering cruises to various destinations around the world.

• Disney Cruise Line, a subsidiary of The Walt Disney Company, is known for family-friendly cruises with Disney-themed entertainment and activities.

• Viking Ocean Cruises is part of the Viking Cruises brand, focusing on destination-focused cruises with an emphasis on cultural enrichment.

River Cruising 

While mass cruises to destinations like the Caribbean remain incredibly popular, river cruises are emerging as another strong industry segment. The river cruise sector has experienced significant growth and popularity in recent years. Unlike ocean cruises, river cruises navigate inland waterways, providing passengers with an intimate and immersive travel experience through scenic rivers and water bodies.  European river cruises lead the market, though American and Asian destinations are becoming more popular. According to a 2024 report, the global market for River Cruising was valued at an estimated US$4.8 Billion in 2023 and is projected to reach US$10 Billion by 2030.”^[6]

River cruise ships are smaller and typically offer a more laid-back atmosphere with fewer amenities and entertainment options than larger ocean cruise ships. However, this aligns with the preferences of many river cruise passengers seeking a quieter experience. River cruises focus on cultural immersion, with itineraries designed to explore historic sites, charming villages, and iconic landmarks along the riverbanks. Passengers can easily disembark and explore destinations on foot.  And, unlike ocean cruises, many river cruise lines include shore excursions and unlimited wine and beer in their packages.

Major River Cruise Lines

Here are some of the key players in the river cruise sector:

• Viking River Cruises is one of the largest and most well-known river cruise operators. They offer itineraries on major rivers in Europe, Asia, and Egypt.
• Avalon Waterways is a river cruise company owned by the Globus family of brands and offers cruises in Europe, China, Southeast Asia, South America, India and the Galápagos Islands.
• AmaWaterways is recognized for its luxury river cruises. They operate on European rivers, the Mekong in Southeast Asia, and the Chobe River in Africa.
• Uniworld Boutique River Cruise Collection focuses on luxury river cruising, providing a boutique experience with lavishly decorated ships. They offer itineraries in Europe, Asia, and Egypt.
• Crystal River Cruises is known for its high-end river cruises, offering luxury accommodations, gourmet dining, and curated shore excursions on European rivers.

Cruise Ship Operations 

The organizational hierarchy on a cruise ship is structured to efficiently manage the various aspects of ship operations, encompassing both technical and hospitality functions. The key departments include the Deck Department, Engine Department, and Hotel Department, each led by designated officers. Each department operates semi-autonomously but collaborates to provide a safe, enjoyable, and well-functioning cruise experience. Each of these departments report to the ship captain.

Captain

The Captain is the highest-ranking officer on the cruise ship and holds overall responsibility for the vessel’s safety, navigation, and operations. In many respects, the captain is the chief executive officer of the ship. They work closely with other department heads to ensure a seamless and secure voyage. The captain’s responsibilities include decision-making during emergencies, overseeing crew activities, and maintaining compliance with maritime regulations.

Deck Department

The Deck Department, headed by the Staff Captain or Chief Officer, manages navigation, safety, and external ship maintenance. Key positions within this department include Navigation Officers, Safety Officers, and Deckhands. Together, this team is responsible for navigation planning, handling ship maneuvers, safety drills, and exterior maintenance.

Engine Department

The Engine Department, led by the Chief Engineer, is responsible for the cruise ship’s propulsion, power generation, and technical systems. Engineers, Electricians, and Mechanics work in this department to ensure the proper functioning of engines, generators, and other machinery. On a day-to-day level, they maintain, troubleshoot, and repair the ship’s technical systems.

Hotel Department

The Hotel Department, headed by the Hotel Director, focuses on passenger services, accommodations, and onboard amenities.  This high-ranking position requires a comprehensive understanding of hospitality management, exceptional leadership skills, and the ability to coordinate diverse teams to deliver a seamless and enjoyable cruise experience. Key divisions under the hotel department include accommodations, housekeeping, guest services, food and beverage, entertainment, and purser.

Accommodations & Housekeeping: The hotel operation on a cruise ship is a multifaceted department responsible for managing the accommodations and overall well-being of passengers. From intimate interior cabins to lavish suites with panoramic ocean views, the range of accommodations is vast. The hotel operation ensures that each room is a haven of comfort, equipped with amenities that cater to the diverse preferences of passengers.

Just like in land-based hotels, housekeeping plays a pivotal role on a cruise ship, ensuring the cleanliness, comfort, and overall well-being of passengers throughout their voyage. Led by the Housekeeping Manager or Director, the housekeeping staff is responsible for maintaining the cleanliness of cabins, public areas, and shared spaces. This includes daily cabin cleaning, bed-making, and restocking amenities. Housekeeping also oversees the laundry services, ensuring that passengers have access to fresh linens and towels. Attention to detail, efficiency, and a commitment to maintaining high standards of hygiene are paramount in fulfilling the housekeeping department’s mission, ensuring a pleasant and comfortable environment for cruise ship passengers.

Guest Services:  Guest services form the backbone of the ship’s hospitality. The hotel operation manages the front desk, concierge services, and shore excursions. This includes handling passenger inquiries, addressing concerns, and facilitating a seamless experience both onboard and during port visits. Exceptional guest services are paramount to ensuring passenger satisfaction and loyalty.

Food & Beverage: Cruise ships are renowned for their diverse culinary offerings. The hotel operation oversees an array of dining options, from fine dining establishments offering gourmet cuisine to casual buffets presenting a variety of international dishes. Chefs, kitchen staff, and servers collaborate to deliver a culinary journey that is as delightful as the destinations themselves.

Entertainment and Activities: The entertainment and activities offered onboard are an integral part of the cruise experience. The cruise director leads these activities and oversees a staff of activity coordinators and performers to curate a diverse program. This includes Broadway-style shows, live performances, workshops, fitness classes, and other engaging activities that cater to passengers of all ages and interests.

Purser: The role of a cruise ship purser is a multifaceted and vital position that serves as the central point for administrative functions and financial transactions on board. Among their many responsibilities are three key functions: passenger financial transactions, crew administration, and immigration documentation. In their financial role, the purser is the ship’s accountant, settling passenger accounts for on-board purchases at the end of the cruise crew payroll, and handling the ships day-to-day expenses. They also serve in a human resources capacity by managing crew paperwork, personnel issues, and time-off requests. The purser also serves as the liaison for customs and immigration as the ship enters ports in various countries.

Key Challenges in Cruise Ship Operations

Regardless of a staff member’s role, operating a cruise ship presents a unique set of challenges due to the complex nature of operations. Here are some key challenges that directors and managers in charge of the cruise ship’s hotel operations might face:

Limited Space and Resources: Cruise ships are confined spaces with finite resources. Coordinating accommodations, dining areas, and recreational spaces for thousands of passengers while maintaining a sense of luxury and comfort can be challenging.

Diverse Passenger Preferences: Cruise ships host a diverse range of passengers with varying preferences and expectations. Balancing the needs of families, couples, and solo travelers, each with different dining, entertainment, and activity preferences, requires careful planning and flexibility.

High Staff Turnover: The nature of cruise ship employment often leads to high staff turnover rates. Training new personnel consistently and ensuring that service standards are maintained can be challenging, impacting the overall guest experience.

Safety and Emergency Preparedness: Cruise ships must adhere to strict safety regulations. Coordinating emergency drills, ensuring compliance with international maritime safety standards, and managing guest safety during unforeseen events, such as adverse weather conditions or medical emergencies, are constant challenges. Additionally, ships must implement rigorous health and safety protocols to mitigate the risk of onboard infections, including norovirus, COVID-19, flu, and other easily transmitted illnesses.

Logistical Complexities: Coordinating the movement of thousands of passengers and crew members during embarkation, disembarkation, and shore excursions requires meticulous planning. Delays, logistical hiccups, or unforeseen circumstances can disrupt the cruise schedule and impact passenger satisfaction.

Supply Chain Challenges: Cruise ships rely on a complex supply chain for provisions, including food, beverages, and other necessities. Managing inventory, dealing with potential shortages or delays, and ensuring quality standards are maintained throughout the journey pose logistical challenges.

Cultural Sensitivity: Cruise ships visit diverse destinations with unique cultural norms and preferences. Adapting services to accommodate the cultural sensitivities of both passengers and crew while maintaining a consistent brand identity requires a delicate balance.

Environmental Sustainability: The cruise industry is facing increasing scrutiny regarding its environmental impact. Implementing sustainable practices, such as waste management and energy conservation, while providing an exceptional guest experience poses a challenge in an industry traditionally associated with resource-intensive operations.

Technology Integration: Implementing and managing technology onboard for reservations, guest services, and entertainment while ensuring a seamless experience without compromising data security can be challenging in the maritime environment.

Adapting to Market Trends: The hospitality industry is ever-evolving with new trends and technologies. Staying ahead of the curve, incorporating innovative concepts, and meeting changing passenger expectations require a proactive approach to keep the cruise experience relevant.

Successfully navigating these challenges requires a combination of strategic planning, effective leadership, and a commitment to continuous improvement. Cruise ship operators must be agile and adaptive to ensure the smooth operation of the hotel and deliver exceptional experiences to passengers in a competitive and dynamic industry.

Conclusion

The cruise industry stands as a dynamic sector within hospitality and tourism, characterized by its economic significance, diverse offerings, and operational complexities. Ocean cruising continues to expand globally, driven by a resurgence in passenger numbers and the launch of innovative mega ships that redefine onboard experiences. Meanwhile, river cruising emerges as a niche market, prized for its intimate voyages through scenic waterways and cultural immersion. Major cruise lines, from Carnival Corporation to Viking River Cruises, cater to a wide spectrum of travelers, offering everything from budget-friendly voyages to luxury expeditions. Despite facing challenges like high staff turnover and environmental scrutiny, the industry’s commitment to innovation and guest satisfaction remains paramount. Looking forward, embracing technology and sustainability will be crucial for navigating future trends and maintaining the industry’s growth trajectory.