Mark Conroy's Town Hall Meeting 3/19/2011

[Travelcat2]

The following appeared in Terry Breen's newsletter today. She has been on the Mariner for the last 60+ days. They held a Town Hall Meeting with Mark Conroy yesterday. Thought it was quite interesting:

Minutes of Mariner Meeting with Mark 3/19/2011

Mark Conroy, President of Regent Seven Seas Cruises, opened up the floor to guests of the Seven Seas Mariner for what was billed as a Town Hall Meeting. The Constellation Theater was packed as new and repeat guests listened for clues to what the future has in store for the cruise line.

He started the discussion with an opening statement about how 2010 was a good year for the company, a profitable year. He went on to give a little history of the company’s management from the private holding of Carlson Companies to Apollo Management and Prestige Cruise Holdings, the umbrella organization that contains Oceania and Regent. He pointed to the success of Oceania and the launch of its newest ship, Marina; and also announced that another ship was in the works, the Riviera. As for a new ship on the horizon for Regent, he said that discussions are underway for another 800 passenger, 50,000 ton ship. The new ship would combine the best of all the existing ships plus a few extras; partial dome over the pool; two specialty restaurants in addition to Compass Rose and La Veranda; an expanded spa with water features including lap pool and hydro-therapy rooms; a non-azipod propulsion system; possible single cabins, and an old-fashioned promenade deck that would wrap all the way around the main deck (to which the audience responded in applause). He said that with the agreement with Cordon Bleu coming to an end they were looking into a new concept for the specialty restaurants and though the idea of a big-name chef sounded appealing, he would rather see the money invested in food rather than salary.

Regarding the Mariner’s upcoming dry-dock he said that in addition to new carpeting and cosmetic changes there will be iPads in the butler suites; readers like iPads and/or Kindle will also provide newspaper service in lieu of the current hard-copies; more full-shower suites would be installed; and there will be an implementation of a new Concierge Class with added amenities like plush pashminas for chilly balconies and binoculars for in-suite use.
The first questions from the audience voiced the recent discontent about the upcoming RSSC cruise schedules which do not include a traditional World Cruise which many feel disregards the customers who book the World Cruise every year. His answer was statistical; of the 160,000 households in the company data base, 100,000 are regular customers booking every 18 - 36 months. To keep the ships full and the company profitable, you have to work for the common good. Since the first World Cruise in 2001on the Navigator, 125 people have been on every world cruise offered by the company. They represent 5% of the company’s business. He conceded that though he knows the World Cruise is popular, especially with the audience, decisions today, “tend to be more finance driven.” He said one of his ideas as a possible solution was a “build your own World Cruise,” where any 100 day combination would constitute a World Cruise with all the associated benefits. He also stated that were a World Cruise offered in the future he did not see it ending in the United States.

Next big issue discussed was the rising cost of single supplements and the elimination of gentleman hosts, to which Mark said, “we do not plan on eliminating hosts on longer cruises. Regarding single supplements, you can get credit for non-use of air and other things; we try and be fair…. it makes sense that if the ship is full we can make more money selling a double cabin; but if its empty I want to be reasonable. In 2011, there are between 24 - 30 cruises priced at 150%; and in the future we are looking at a new concept for the new ship that will better accommodate singles. I think we are being short-sighted in this area as the singles market is getting larger.” So hang-on all you singles, there may be hope in sight!

The Town Hall meeting remarks ranged from bandwidth to band-aids and the high cost of on-board medical care. In conclusion Mark pointed out how, in the end, you never can please all the people all the time. He said recent industry research shows a very high percentage of people say they choose a cruise because they like the itinerary - the ports of call. When asked how the cruise could be improved, the same people respond, “more port days.”

Thanks for coming out Mark!

[Hambagahle]

I read this on Terry's site this morning. What interests me are three things:
1. I am sorry to see the Cordon Bleu go and wonder what will happen with Signatures. It took long enough for ex-Latitudes to find its identity!!
2. I see that "Gentlemen Hosts" are to be kept for "longer" cruises. I have never travelled alone so I really shouldn't comment, but I do wish they could find a nicer term for these chaps! Mind you, "Distinguished Gents" didn't do it for me either - sounded like an up-market men's loo to me!! I suppose some of these men do a good job, and single travellers have said this so it must be good that they are to stay.
3. The new build will be 50'000tons, carry 800 passengers? Mariner and Voyager are about that, with 700. This must mean that things will be more "squashed" in terms of suites. And more squashed than the normal Mariner suites is hard to contemplate!

Aside from that I love the idea of the iPad for the Butler suites on Mariner after dry dock AND for the daily paper coming on that instead of hard copy (I mean the one that butler suite and Gold-plus SSS guests get, not the "Daily News" variety. But can anyone tell me what Mark Conroy means by "Concierge Class" - new term for Butler suites??

[wapato2]

"In conclusion Mark pointed out how, in the end, you never can please all the people all the time."

While that may be a fact in some business folks life, and a thought that might be deeply felt, but it should NEVER be articulated. Clearly, Regent has a superb, well satisfied client base, but the Home Office has many things needing fixing, Number 1 being LISTENING, and ACTING not simply issuing soporific platitudes/excuses.

[grapejuice]

Why is it only gentlemen hosts and not gentlewomen hosts as well?

[Wendy The Wanderer]

'Cause gentlewomen hosts would not be very politically correct, I think.

I'm surprised the "included" excursions didn't get discussed.

[Threechicks]

This is what I have read about Concierge Class

New Regent Seven Seas Cruises Concierge Program

Guests booking suite categories E and above on Seven Seas Voyager and Seven Seas Mariner and category D and above on Seven Seas Navigator will receive the following services:

* priority specialty restaurant reservations
* 25% off premium purchased wines & liquors
* priority spa reservations
* 10% off pre-or-post hotel or land packages
* priority embarkation
* space available upgrades at time of sailing
* priority luggage delivery
* complimentary binoculars
* 15 min. worth of free phone calls per suite
* complementary Regent Seven Seas tote bag
* one free hour of internet per suite
* printed air boarding passes

[rallydave]

I'm surprised the "included" excursions didn't get discussed.

Yes, very strange to not be discussed. Perhaps it was discussed and not included in the blog. Anyone know how Mark picks where to do a town hall? Appears this was on the Mariner between Ft. Lauderdale and Bermuda so assume he chooses a cruise starting or ending at his home office and only requires a few days to cruise to a near location easy to get back home???

[Travelcat2]

Yes, very strange to not be discussed. Perhaps it was discussed and not included in the blog. Anyone know how Mark picks where to do a town hall? Appears this was on the Mariner between Ft. Lauderdale and Bermuda so assume he chooses a cruise starting or ending at his home office and only requires a few days to cruise to a near location easy to get back home???

Regent used to schedule the Town Hall meetings in advance and included that information in the brochures. We were on the Mariner in Alaska in 2008 for one of the meetings. Several Regent executives were on board. At that time they were discussing the new ship that was expected to be built by now. They had a large meeting and several small group meetings with passengers. While it was very interesting at the time, things changed and most things that we talked about did not come to pass.

My take on the excursions not being discussed is that they have no intention of changing it. At the risk of sounding like a broken record. . . . Regent is running full ships. . . . . they are successfully competing price wise with premium cruise lines and gaining new customers. They probably cannot see any reason to change. Retaining current customers does not seem to be much of a priority:(

[Gilly]

Wow, I'm still reeling from the thought that, when we board Voyager in Bangkok in a couple of weeks time, there are going to be (at least) 125 people on board who were there when we last did a WC segment two years ago (Mumbai to Athens on Navigator). Oh my...some familiar faces, then ;-)

I wonder if the woman who uttered the memorable phrase "We've done fourteen world cruises and this is easily the worst" will be there? Maybe she'll be making the same claim about her sixteenth?!

Thank you for posting the report, which makes interesting reading, especially the last bit. How do we choose a cruise? Itinerary, itinerary, itinerary, and much as we enjoy sea days, we like the port days better. Clearly, we are not alone in that.

[wripro]

Regent and Oceania seem to be taking more and more pages out of each others' books. Concierge Class comes directly from Oceania and frankly, I find it out of place on an all inclusive luxury ship. These extras are things that should be provided to all. And now Oceania has adopted the "free "hotel rooms from Regent which are not free at all and for which you can get a credit if not used. How many companies could stay in business by giving a several hundred dollar credit for something that is actually free?

[Roland4]

Regent and Oceania seem to be taking more and more pages out of each others' books. Concierge Class comes directly from Oceania and frankly, I find it out of place on an all inclusive luxury ship. These extras are things that should be provided to all. And now Oceania has adopted the "free "hotel rooms from Regent which are not free at all and for which you can get a credit if not used. How many companies could stay in business by giving a several hundred dollar credit for something that is actually free?

The same way they give you a credit for not using their "free" air. The sooner ALL the lines stop using 'FREE" and start using the more accurate (and truthful) "INCLUDED" the better for all.

[ChatKat in Ca.]

Well, the Concierge Class on Regent really bothers me.

I have been on Oceania and sailed C Class and PH and I can say that I wouldn't sail on O without being in a Concierge Class. The ships have a different feel. But I don't sail in E and above on Regent and if I want all inclusive, I do not want to pay extra for the privilege when I am already paying top dollar for what they offer.

If they are going to create a class system and charge top prices, then I probably will look for other means for travel.

BTW - Some of the benefits are already part of the Seven Seas Society - next thing you know - that will be eliminated.

[DaveFr]

Kathy,

I agree. I just posted a new thread on this subject.

Dave

[laryrob]

Kathy,

I agree. I just posted a new thread on this subject.

Dave

i did as well

[Travelcat2]

Just returned from Happy Hour where my DH and I discussed the most recent changes in Regent and Oceania. "Gilly"'s post made me really think about things. The fact that World Cruisers are becoming less and less satisfied with the World Cruises is because the benefits diminish each year. Change can be difficult. However, when that change continues over 2-3 years, it becomes intolerable.

Okay -- Regent was purchased by Apollo's Prestige Cruise Holdings. Change was bound to occur since Regent ships needed to be upgraded. Apollo spent millions upon millions of dollars to bring Regent's ships up to date. Then the change started and have not stopped since the purchase of Regent from Carlson.

Change can be difficult for anyone. The only thing worse is constant change over 2-3 years. When will the changes stop?

Excursions on Regent were fine. But, they became all-inclusive and it was a nightmare. To "newbies" they were great and Regent drew many "newbies" to their cruiseline. I am on the "general" CC boards all the time and am aware of how mainstream and premium cruiselines are perceived. Suddenly, Regent was competing (pricewise) with mainstream and premium cruiselines. Is there a question as to why Regent "regulars" became upset? To passengers used to dealing with excursions with 2-3,000+ passengers, Regent was a dream. Why in the world would anyone complain???? But, to Regent regulars who are used to no lines or waiting an hour in the theater for a excursion, the new procedure was not acceptable.

The changes have been non-stop. Recently they added the pre-cruise hotel that is supposedly "included". It is obvious to most customers that it is not. Nor is the included airfare. Now they are adding some convoluted privileges that sound way too much like Oceania and Celebrity.

Stop for a moment and please think about this................................! If you book the least expensive suite, you get to watch others board before you. When you cannot get a reservation in the "reservation only" restaurants because you are not in the "preferred category", you can sit there and watch others take advantage of the dining venue. I understand that the "Class system" is acceptable in Europe, but, it is not in the United States (and possibly Canada). How do you feel being a second class citizen on Regent. . . . unable to board early and last in terms of booking restaurants??????

We always book Penthouse Suites and are not affected by the latest change. However, I am very upset by the direction Regent is going. For you "newbies" who think everything is great.. . . . realize that whatever you are happy with at the moment will change (based on Regent's recent history).

[Wendy The Wanderer]

I agree, this "concierge" nonsense is a really bad move. I hate it.

[Gilly]

<I understand that the "Class system" is acceptable in Europe>

One reason why we (British, European) would never consider sailing with Cunard is the class system, preferring ships which offer the same privileges to all guests, regardless of the grade of suite booked or the price paid. I too dislike the idea of certain groups of people taking priority over others, particularly when I am one of "the others". The trouble is, if I were one of the privileged, I suspect I'd like it ;-))

(think priority boarding on airlines, superior service and facilities on Executive floors of hotels)

Back in my box now - having been on CC since 2002 with only twenty odd posts in that time, I think I've said enough for a while ;-))

[OrpingtonT]

I understand that the "Class system" is acceptable in Europe, but, it is not in the United States (and possibly Canada).

Although I agree with all of the other remarks, I do not think this is true. I suspect most Brits will think the reverse, that it is in the US that money is king and will buy anything. That is why we often complain about those who walk into a restaurant, or whatever, go straight to the person in charge and give money (a tip, they call it) as a bribe to get to the front of a queue or better attention. This even before they have had any service.

Perhaps we get this impression from Hollywood but in general, I am afraid that is a perception of the way monied folk in the US behave.

[Responder]

Although I agree with all of the other remarks, I do not think this is true. I suspect most Brits will think the reverse, that it is in the US that money is king and will buy anything. That is why we often complain about those who walk into a restaurant, or whatever, go straight to the person in charge and give money (a tip, they call it) as a bribe to get to the front of a queue or better attention. This even before they have had any service.

Perhaps we get this impression from Hollywood but in general, I am afraid that is a perception of the way monied folk in the US behave.

I think this topic has gone far afield..

At the risk of being flamed, these are my thoughts.

I am not in tune with a dedicated class system, be it English or Indian caste, etc., but we are all forgetting that in reality, those of us who can afford to cruise on ships such as Regent, are already privileged, are we not.

Look around the rest of our society and then around the world and tell me how lucky we are that we even have a forum in which to discuss this.
My wife and I are up in years and have been fortunate to be able to cruise for over 45 years already. That doesn't make us special...it makes us fortunate. We are grateful to get up each day and have reasonably good health and a few dollars in the pocket to be able to make our choices.

We choose the ship...itinerary...and if all is as we expect, we are pleased and will continue to travel with them. We're not responsible for anyone or for how they choose to think..
Those of us who are regulars may not even be around as time goes on and change is inevitable.
So long as they don't impose a Cunard type of class system with labels and closed doors and all that nonsense, we have no problem with paying top dollar for top service.
When you pay more, you should expect more...no?

[Wendy The Wanderer]

Canadians are sensitive to the class issue because of our British roots. I believe we are living in a very classless society here now, albeit one driven by money. Of course, the super-rich and royalty have their own rules, and wouldn`t be caught dead on a cruise ship. I just (finally) saw The King`s Speech, and laughed when the prince said he`s never actually met a normal person. Sigh, blast from the past. Strangely, I think Canadians respond less to the whole British royalty thing--yes, I know all the names of the Queens children, but the royal wedding leaves me cold.

[OrpingtonT]

I don't read this as being a discussion of the Class System (i.e. Aristocracy, Royalty, Workers and so on) but rarther the introduction of a system of differentiated treatment of passengers on a luxury cruise. Cunard provide that on their ships where only those prepared to go "Queen's" class can really call it luxury.

I prefer the present Regent policy.

[Travelcat2]

Although I agree with all of the other remarks, I do not think this is true. I suspect most Brits will think the reverse, that it is in the US that money is king and will buy anything. That is why we often complain about those who walk into a restaurant, or whatever, go straight to the person in charge and give money (a tip, they call it) as a bribe to get to the front of a queue or better attention. This even before they have had any service.

Perhaps we get this impression from Hollywood but in general, I am afraid that is a perception of the way monied folk in the US behave.

My DH is British (born in London) and is also a U.S. citizen. He finds nothing wrong with Regent's new policy or the class system in general:eek: Having lived in a "mixed marriage" for 31 years, the differences in culture never cease to amaze me. While he requires that we book a penthouse suite and fly business class, he would never - ever give money tip or bribe for better attention or to move in front of others in a line/queue (he would also never post his feelings on a public forum as I do daily). While we are not affected by the new policy, I am 100% against it and am pleased to find myself in the majority on this issue.

[OrpingtonT]

While we are not affected by the new policy, I am 100% against it and am pleased to find myself in the majority on this issue.

Me too, I am pleased to say.

[wripro]

One of the things I really prefer about Seabourn is that in three of the four restaurants you just walk in anytime and get a table. There is only one restaurant, Restaurant 2, which requires a reservation and you make that onboard 48 hours prior. There's none of this nonsense of booking online 75 days or 90 days prior and only being guaranteed one reservation per cruise. And everyone gets the same treatment.

[Travelcat2]

One of the things I really prefer about Seabourn is that in three of the four restaurants you just walk in anytime and get a table. There is only one restaurant, Restaurant 2, which requires a reservation and you make that onboard 48 hours prior. There's none of this nonsense of booking online 75 days or 90 days prior and only being guaranteed one reservation per cruise. And everyone gets the same treatment.

I agree ethat everyone getting the same treatment is important (actually, mandatory for me). I do not necessarily agree regarding reservations. I believe it is Seabourn that requires a passenger to make a phone call at a particular time (6:30 p.m.?). It is almost impossible to get through and is frustrating for many.

Silversea is also frustrating. On the Spirit you have 540 passengers embarking -- and they want reservations in Seishin, Le Champagne and Hot Rocks. Everyone has a butler and everyone is telling their butler which reservations they would like. You can imagine how well that works.

On Regent there are one or two (only one on the Navigator) reservation dining venues. You can book them 75 days in advance and not have to think about it again. It is "the early bird gets the worm" situation. However, some reservations are held back to accommodate passengers who prefer booking while onboard. Many people also take advantage of last minute cancellations. The only problem with not booking in advance is that you may not get the table for two you may desire.