b'FOGHORNFOCUS: CUSTOMER SERVICEExperiences that Make an ImpactAt Argosy Cruises, Seattle, WA, exceeding customer expectations is paramount to this dinner and excursion operations goals.Flavia Onufrei, Director of Shoreside Hospitality,Well-trained and pleasant knows that in the hospitality business, its all about the customer experience.Onufrei sharedcrew members enhance the a recent example of how a crew member made an impact on one family who took a cruise thiscustomer experience, as detailed summer on an Argosy vessel.in an online review from a Argosy has the opportunity to invite Make-a-Wish guests onboard our harborpassenger who booked a July cruises while families are in town for treatments or wish granting.summer cruise with Gateway We had a young guest, Alex, join us over the summer who bonded instantly withClipper Fleet in Pittsburgh, PA.our shoreside crew member, Vince, and Captain Karen, a true wheelhouse host. Alex and his family enjoyed taking turns behind the wheel, special service from a privateHere is one of THE best server bringing refreshments up for them, and taking in the best views of Elliot Bay.parts of the cruise: Rachel!!!! Upon returning to the dock, Vince helped the family off the boat and learned that ourShe was the guide, and special guest really, really loved Wally Jr., the tiny stuffed orca Vince had worn on hisyou could feel her love of epaulets for several years. Vince said Wally should go home with him. Vince explainedthe city as she narrated the that the stuffed animal had had surgery after his stuffi ng started coming out of hiscruise.She did not read tummy, was a little broken, but that he was fi xed now. Alex lifted up his shirt, pointingfrom a script like a bus tour; to his own scar on his small tummy, and said, Its okay, Im broken too. We received aRachel was right there on the photo several weeks later of Alex with Wally Jr., and a truly touching letter about howdeck and this girl knows her that small act of kindness was the highlight of their trip to Seattle. They promised toPittsburgh. This cruise was visit with us on their next trip to Seattle if Alex was feeling well enough to travel again. so much fun now I want to We often point to that moment over the summer as our north star in hospitalityexperience all their cruises. nand remember that the small acts of kindness are the ones that bring light and warmth to our guests. nPASSENGER SEATINGSUPPLYING MAJOR CITIES, BUILDERS AND OPERATORS ACROSS THE U.S.PACIFICMARINE Genoa SeatEXPOBOOTH512 NYCFerry125+ years of exceptionalservice and quality.EngineeringsupportRegionalsalespeoplethroughouttheUSandcoastalareasDedicatedcustomerserviceNewproductstomeetanyvesselWORKBOATSHOW PVA configurationBOOTH3163 MARITRENDSw w w . f r e e d m a n s e a t i n g . c o m*New Product*Valencia Deck Seat10 NOVEMBER 2019FOGHORN'