b'customersatisfaction.OneofFerryDirectorHeathDuring the PVA Annual Convention at MariTrends 2019, Gherkes annual goals has been to achieve the TripadvisorBetsy Rich, the director of marketing at Hy-Line Cruises Travelers Choice Award which recognizes businesses thatin Hyannis, Mass., learned about the Ferrys captain card earn consistently great reviews. These award winners areprogram from Jennifer Shivers, the assistant director of among the top 10 percent of listings on Tripadvisor, andferry operations at Cape May - Lewes Ferry. Rich loved the the Ferry has been recognized since 2012 with this honor.concept, and her team has adopted it for Hy-Line Cruises During the 2014 meeting, Gherke suggested implementingwith a few modifications. a captain card program as a tactic in reaching the Travelers Choice Award goal. The team has been invested in and ex- Unlike Cape May - Lewes Ferry, Hy-Line Cruises does not panding it ever since.featuretheiremployeesontheircards.Richexplained, our captains choose to be low-key in the public eye.In-During the companys hiring process, in addition to seaman- stead, they created seven different cards: four with their ship and professional qualifications, the team emphasizeshigh-speed island ferries and three with the geographic customer service skills. The Ferry staff enjoys the opportu- locationstheyserve.SimilartotheFerryscards,these nity the captain cards provide for additional interaction withshowcase an image of the vessel or location on the front the passengers, and guests have responded very positively asof the card, and on the reverse share fun facts about the well. Porch explained that our cards have evolved over thegiven subject. years. Initially, the captain cards featured a headshot of the captains in front of a Delaware Bay chart. Over time, weveIn 2019, Hy-Line Cruises launched an onboard concierge allowed the captains to add their own style to their portraits.program. The cards were created with the intent of hav-Our guests have really enjoyed these personal touches! ing the conciergewho interact with passengers on these YOUR CHILLER EXPERTS SINCE 1995!For the most rugged and reliable commercial/militaryquality chillers available choose Flagship Marine,proudly manufactured in the USA with domestic alloys only. Rugged, reliable, If you want alland simple design.the bells andIndestructible, whistles wenaturallysupply the fullantimicrobialline of WebastoCuNi heavy walledchillers andcondensers. other products.State Of The Art Marine Air Conditioning Systems3211 SE Gran Park Way, Stuart, Florida 34997 www.flagshipmarine.comwww.itrmarine.com 772-283-1609sales@flagshipmarine.com27 NOVEMBER 2024'