b'Continued from page 4: Letter from the PresidentAT THE HELM prevent a secondary emergency, such as a passenger jumping overboard.Confidence is built upon knowledge. All deck crew must be well-versed in thespecificsofthetrip:theboats name; the boarding, sailing, and dock-ing times; and even basic menu infor-mation. For shuttle services, knowing gametimesandshuttleschedulesis essential.Havingthisinformation readily available demonstrates compe-tence and builds passenger trust.PROBLEM-SOLVING AND CONTINUAL IMPROVEMENTA key element of effective service is time management. If a crewmember cannot immediatelysolveapassengersprob-lem, their duty is to quickly direct them tosomeonewhocan.Thisprevents frustration and unnecessary delays.Finally, feedback is a powerful tool for serviceimprovement.Providingcon-structive feedback to a customer, client, orcrewmember,evenwhentheout-come is not what they desired, shows thattheirinputwastakenseriously. Thispractice,combinedwithawill-ingnesstocontinuallylearn,iswhat separates good service providers from great ones. The passenger vessel indus-try is dynamic, and those who do not seektoimprovewillfindthemselves left behind. For a company to succeed, everyemployee,especiallythosein leadership roles, must understand that exemplary service is not an endpoint, it is a continuous journey.Sincerely,Stephen JonesPVA President, 2025FOGHORN 64'