Host Guide
Updated October 13, 2015
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TIMELINE OF DISTINCTIVE VOYAGES
HOST DUTIES
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TIMELINE OF DISTINCTIVE VOYAGES
HOST DUTIES
(Continued)
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GENERAL DISTINCTIVE VOYAGES
HOST GUIDELINES
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Distinctive Voyages Hosts are assigned a cabin for two and can bring a guest provided
we meet a minimum number of passengers in the Distinctive Voyages group. See
below for minimum numbers needed per cruise line:
Cruise line
Azamara
Celebrity
Crystal
Threshold to send Host (PAX required)
16
32
24 *exceptions can be made by sailing. Host would be
notified 60 days prior to sailing.
Cunard
Holland America Line
Regent Seven Seas
Seabourn
24
30
25
26 aboard Odyssey, Sojourn and Quest
Silversea Cruises
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All hosts are responsible to pay for the non-commissionable portion of the cruise fare
plus port charges and taxes as well as any transportation and transfers and personal
gratuities. Check your booking engine for the total non-commissionable amount
pertaining to your sailing.
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All hosts are generally assigned an Ocean View cabin. Final assignments are the
discretion of the cruise line.
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Upgrades to a higher category can be requested 30 days prior to sail date. Please see
notes in the FAQ’s about upgrades because they are NOT available for host on most
suppliers. Hosts are solely responsible for any additional costs to upgrade their cabin.

All onboard gratuities and other personal expenses are the responsibility of the Host
and Co-Host.
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If the minimum passenger threshold is not met, the cruise line may be able to allow the
host to travel under a reduced Travel Agent rate. Such decisions are solely up to the
cruise line and the Distinctive Voyages team cannot provide any guarantees.
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PRE-CRUISE HOST RESPONSIBILITIES
1. Return your host contract. Contract can be returned by postal mail or scanned and
returned by email.
2. Submit your annual host deposit of $400.00. This can only be paid online:
https://fs7.formsite.com/vcom/HostDeposit/index.html
3. Read the host manual (this thing here!)
4. Promote your departure to clients
5. Take the required training
6. Upon request, complete a Pre-Cruise Request Form for payment of your cabin.
7. Make your travel arrangements
8. Research your destination
9. Ensure you have all documents, payments and papers in order
10. Complete your Pre-Cruise Packet
Host Contract
Upon confirmation of a Distinctive Voyages Host assignment, we will email your contract.
Sign the contract and submit a copy via mail or scan and return by email. *Please note that
the terms and expectations outlined in this contract pertain to your onboard guest as well.
Distinctive Voyages Team
1650 King Street, Suite 450
Alexandria, VA 22314
Deposit
A deposit of $400 is required to confirm as the host once you have been given your sailing
assignment. The deposit is refundable upon completion of the last cruise you are assigned
during the calendar year. Only 1 deposit is required per year, no matter how many
assignments you host. You must complete and return your host package after every
assignment. If a Host cancels their assigned sailing within 100 days of the sail date, the
deposit is non-refundable for any reason.
Promoting Your Departure
All assigned Hosts are responsible for promoting their sailing and booking clients into the
group. Marketing resources are provided to aid you in creating your targeted plan of
promotion. Each Host is required to provide proof of at least three (3) separate marketing
promotions used to by his/her agency per assigned sailing.
Training
All hosts must take all of the available training sessions prior to departure. There are a
number of webinars available that include FAQ’s from other experienced hosts, provide
marketing insights, what to expect onboard the ship, post cruise responsibilities and how to
submit your host expense reports online.
Booking the Host Cabin
All Host cabin bookings are made by the cruise line for the Distinctive Voyages team. Do not
book a cabin in advance hoping that we can later apply the value of the earned cabin. The
cruise lines do not allow this.
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Pre-cruise Request Form and Payment
90 to 120 days prior to sailing, if the upfront cabin has been earned you will receive the precruise request form. Please complete this form as soon as you receive it. You are
responsible for knowing how much the payment amount will be (this information can be found
on the supplier’s website).
Personal Cruise and Travel Documents
Cruise documents are sent to the Distinctive Voyages team and will be forwarded to the
Distinctive Voyages Host. Review all documents and ensure that all travel arrangements are
confirmed as requested. If there are any discrepancies, notify us immediately for resolution.
All Hosts are responsible for any visas, immunizations and passport requirements related to
the cruise and the ports of call.
Travel Arrangements
The Host is responsible for all the personal travel arrangements for themselves and their
guest. Please do not purchase your travel until we send you a booking confirmation 60-90
days prior to sail date. Any travel expenses incurred before that are solely at your own risk. It
is recommended that you arrive a day early so you can adjust to any time changes and
ensure you do not miss embarkation. Hosts can depart the ship with the other guests.
Research your destination
Be familiar with the itinerary and the ports of call for your assigned cruise. Familiarize yourself
with the shore excursions that the cruise line is offering. While you are not expected to be an
expert, your guests may look to you for advice about different ports of call or shore
excursions. As an added touch, some hosts put together informational packages about the
ports.
Cash Requirements
It is highly recommended that you bring an appropriate amount of cash for gratuities and
unexpected business related expenses that may arise. All tips for Distinctive Voyages related
activities (tour and cocktail reception) should be made in cash. Tips made for the exclusive
shore event and cocktail reception will be reimbursed to you upon your completion of your
Certify expense report and refunded by direct deposit to the bank account you specify.
Canadian hosts must submit a soft copy expense report and be refunded by mail.
Review your Host Package
The Distinctive Voyages Host Package is crucial for your success onboard. A separate
document on Host Package printing will be available upon request and also sent in the Host
Package email 10-12 days before the sailing date.
Confirm that you have the following prior to departure:
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All items in the Distinctive Voyages Host Package sent to you
A copy of the Distinctive Voyages brochure of future hosted cruises
All required personal travel documents
A major credit card
Cash for tipping the tour guide(s), motor coach driver(s) and bar staff at the onboard
cocktail reception. You will be reimbursed for these expenses.
Maps of the destination ports and applicable tour guide information
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HOST PACKAGE
Approximately 10-12 days prior to the departure date, each Distinctive Voyages Host will be
emailed all the documents they will need for their sailing. The email details all of the items
that you will need. Open and review the email immediately upon receipt and verify the
checklist against all items received.
It is the Distinctive Voyages Host’s responsibility to review all materials
in the email immediately upon receipt and to clarify any questions prior to departure. An
electronic copy of all documents included in the email should be brought with the Host
onboard.

Printing Instructions – The email we send you contains 10-12
attachments. The email explains each of the attached files and
includes a link to a webinar on how to print and assemble the
Welcome Package that you will deliver to each of the cabins on
your manifest.

Printing – All documents must be printed in a professional
manner. There is a budget of $50 per sailing to use on printing
and/or printing supplies.

Stationery and Distinctive Voyages brochures –
Hosts will receive a supply of Distinctive Voyages materials
approximately one (1) month prior to sailing date.

Mail Merge – It is crucial that Hosts are proficient in performing a mail merge on MS
Word documents. This may be required while onboard the ship. Distributing handwritten or hand-annotated letters is not acceptable. Hosts not familiar with the mail
merge procedure should take a class or an online tutorial well in advance of their
sailing.
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HOST RESPONSIBILITIES ONBOARD
DAY ONE Responsibilities upon Boarding the Ship

Check-in with onboard group coordinator (on smaller ships this is the front desk or
purser) and confirm all guests and cabin numbers on your manifest
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Confirm cocktail reception location and time with bar manager
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Confirm office hours and location/timing for pre-shore excursion meeting
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If any changes have occurred, make appropriate corrections on the guest materials
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Deliver welcome letters
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Call each cabin and welcome guests onboard
Staff Meetings and Information Verification
The ship will have been advised in advance that a Distinctive Voyages group and Distinctive
Voyages Host will be onboard and that they will be hosting a Private Cocktail Reception and
an Exclusive Shore Event. Verify the private cocktail reception time and location with the staff
member available to you.
Deliver the Welcome Letters to the cabins. Under all circumstances, these should be delivered
no later than the first evening. Please email us if there are circumstances that prevent this
from happening so that we are aware should a booking agent contact us directly to notify us
that their client has not been contact by you onboard.
Excursion Confirmation
On all cruise lines except Holland and Seabourn, the tour is conducted by a third-party tour
company called Excursions Ltd. You should receive an email from our contact at Excursion
Ltd in the days prior to your departure that includes the “Final Itinerary” document. This
document should be studied very closely; it contains important notes, contact phone numbers
for your guides and other helpful information. **This is a document for the host and co-host
only, not to be distributed to passengers in your group or to onboard staff.**
Please contact Excursions Ltd with a final count of passengers in the group at least 48 hours
in advance of the tour. Double check any special access needs for physically impaired guests,
then email the tour operator to inform them of these.
Internet
Internet usage will be reimbursed for the cheapest Internet package available onboard, unless
circumstances require you to contact us in excess of the allotted time. Daily communication
with the Distinctive Voyages team is not necessary though we suggest you check your email
daily for any communications from us. You will not be reimbursed for personal Internet or
phone usage.
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Guest Emergencies
Request that the Hotel Director/Manager or Concierge advise you of any further cabin
changes or emergencies, including delayed boarding that may affect any of your guests. All
guest emergencies are the ship’s responsibility. The ship will handle all emergency
arrangements for any of the ship’s guests. As Distinctive Voyages Host, you need to be
aware of what is happening with your guests in order to offer appropriate support and to
advise the Distinctive Voyages team as necessary. Notify us via email about all emergencies
or major challenges (including whether or not the problem or emergency has been settled to
the guest’s satisfaction). We will relay the message to the guest’s agency.
Private Cocktail Reception

The Private Cocktail Reception is usually pre-scheduled on the second or third day of
the cruise so that guests can get settled and are more likely to be able to attend. An
evening reception is always preferred. If there are scheduling conflicts some ships
may suggest a pre-lunch function.

Make sure that the room is not too large. A smaller room is more conducive to
interaction among the guests.
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Verify that the captain and other key officers, including the cruise consultant, are
invited to the Private Cocktail Reception.

Mingle and socialize with the group after the presentation or participate in informal
small-group chats. Please check the specific notes in the attached Addendums for the
cruise line that you are hosting, regarding gratuities for the bar and wait staff. You and
your co-host should be the last to leave the reception.

Arrive at least half an hour early to ensure that the room has been properly set-up.
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Bring the following items to the reception:
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Passenger Waiver for signature
(Not required for Holland or Seabourn)
Distinctive Voyages Brochure
Information on the Exclusive Shore
Event
Copy of your Group Manifest to check off
attendees
 Position yourself by the door. Introduce yourself and your co-host to each guest as
they enter the room.
 Check off the guests on your group manifest as they arrive. Give the guests plenty of
time to arrive.

Collect the Passenger Waiver Form for each guest planning to attend the Distinctive
Voyages tour. Have blank copies on hand in case anyone forgot to bring theirs.
 Make your presentation after everyone has arrived. The most important items to be
discussed are:
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-
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Distinctive Voyages amenities are
complimentary to this group thanks to
their travel agent (as such the tour
cannot be extended to other
passengers)
List the amenities on your departure,
along with details including when and
where to meet, how much walking is
expected, appropriate dress, what they
will see, what they should bring with
them, and information on included
meal.
There is no “catch” and guests are not obligated to participate
Detail the hours and locations where guests can find you each day and inform
them how to reach you at any other time that they may need to contact you
Onboard Events
Based on the length of the cruise and the number of sea days, Hosts are asked to schedule
as many additional events for the group as possible. Please discuss each of these with the
appropriate ship personnel and notify guests of such arrangements.
Events you can arrange for the group include:
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Tour of the bridge
Kitchen tour
Casino/slot tournament
Cocktail/tea party sponsored by Future Cruise Consultant to promote upcoming
Distinctive Voyages dates and the benefits of booking onboard
Exclusive Shore Event
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This is a private shore event for this group only. Other guests and ship staff are not
invited.
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You should contact the entire group one or two days prior to the event to re-confirm
participation and the meeting place and time, particularly if it is several days after the
cocktail reception.
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On the day of the shore event, meet your group in the designated onboard meeting
area. Please arrive early to ensure you are there when the first guests arrive.
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Meet the guests, check them off the list, and then call anyone who is missing to see if
their plans have changed.
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Your co-host should disembark 30 minutes prior to the tour’s departure time, locate the
ground operator and motor coaches (or other means of transportation), and introduce
him/herself to the guide(s) and driver(s). Be positioned near the gangway with a
Distinctive Voyages sign so that the disembarking passengers can see you. If there is
more than one coach, you should go on one coach and your co-host should go on the
other.
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During the exclusive shore event keep an eye on your group. Converse with them
when it’s appropriate and always be available to offer assistance. Some members of
the group may require help walking, getting to the bathroom, or carrying things. It is
always nice to offer to take pictures of the passengers with their cameras. If possible,
take photos that can be sent to the Distinctive Voyages team for future presentations
and marketing materials.
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If there is a meal served onshore, mingle with the passengers and make it a point to
speak to everyone. Ask them how they are doing and if they are enjoying the tour.

Recommended Tipping Guidelines
Shore Excursions: Not to exceed $100 per bus
Guides: $40-60 bases on performance.
Drivers: $20-25
***rate would be the same if you have 1 or more busses
Cocktail Party Staff
$20 per bar tender
$10 per server
Suggested amounts are in USD $ however guides are always happy to receive tips in local currency.
Check the exchange rate for the local currency and follow the recommended guidelines.

Shopping Experience: There may be some situations where a guide may insist that a
visit to the local rug shop is part of the tour. Make it clear to the guide that the stop is
not part of the event. If guests ask about shopping, you can advise them that if they
want to shop, they are free to leave the event independently. Please make sure you
are aware who is leaving and advise that any taxi costs are at their own expense.
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Have fun and see that your group is having fun, too!
Onboard Office Hours
Office hours on most cruise lines (excluding Azamara, Regent and Crystal) will be assigned in
advance by the Distinctive Voyages team. On Azamara, Regent and Crystal, hosts are not
allowed to have “official” office hours and are instead asked to select an area on the ship
where they can sit during certain times and meet with the guests.
During office hours make sure you have a supply of excursion information, waiver forms, the
various ports of call, maps, brochures and other handouts pertaining to the sailing. If time
permits, develop a custom handout based on personal knowledge of any given port. Host
hours should be included on the Dates and Times sheet and be announced at the Private
Cocktail Reception.
Handling Guest Requests
Check your voice mail and check-in with the Front Office staff at least once daily for any
passenger requests. Aim to resolve any issues as quickly as possible. Regardless of how big
or small a particular request may be, always repeat the request back to the guest to ensure
that you clearly understand the request, inform the guest that they can relax and enjoy their
day as you will take care of their request. Handle the request and keep the guest informed at
each step of the process until total resolution and/or guest satisfaction has been reached.
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Onboard Dining
The Distinctive Voyages Host may be asked to assist with any changes requested by a guest.
If Alternative dining is available, reservations can be made onboard. The Distinctive Voyages
Host should assist with these arrangements on the first night.
Guest Comment Cards or Surveys
Guest Comment Cards should be delivered to guests after the Shore Excursion. Completed
forms should be collected prior to disembarkation. The Host must hold a drawing early in the
day on the last day of the cruise for returned comment cards and award $25 shipboard credit
to the winning guest. Purchase SBC on personal account and include it in the expense report
for reimbursement.
Co-Host Responsibilities
The person you select to join you onboard as your co-host must adhere to all of the rules and
responsibilities included in your Host contract and within this guide, to include but not limited
to the no solicitation policy, dress code, issue resolution, etc. If your co-host receives
negative guest reviews, this will be noted in your record and may hurt future chances to serve
as a Host.
2nd Host Responsibilities
Occasionally our group will be large enough that we will have a secondary host and co-host
on board. If there is a secondary host, you will need to work together as a team, sharing
responsibilities during the cocktail reception and the exclusive shore event(s). There should
be one host/co-host per motor coach.
Dress Code
Business casual dress is expected for all sponsored events, including the Cocktail Reception,
the Exclusive Shore Event, Office Hours as well as any other activities you may arrange for
the group.
Solicitation Policy
Distinctive Voyages Hosts are traveling on behalf of our member agencies and therefore do
not represent any single agency (including their own). Guests may ask you to take over their
other travel arrangements after the cruise. Guests outside of the group who see the unique
experiences your group guests are enjoying may also request that you become their travel
professional. Although the offer(s) may be tempting, accepting them is a strict violation of the
Distinctive Voyages code of ethics and the policy of the all cruise lines.
If anyone in your group requests a business card, politely inform them that you do not have
business cards and that they should contact their travel agency upon returning home and/or
provide any feedback, comments, and suggestions on the Guest Comment Card that you will
be distributing.
Under no circumstances should Distinctive Voyages Hosts give out any information to
guests that contain their personal email address, phone or social media contact
information.
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HOST RESPONSIBILITIES POST- CRUISE
The following items should be submitted no later than 30 days post-cruise.
*** If you hosted a group of 100 or less passengers, you can now SCAN and EMAIL these
items below to us: [email protected].
You must be able to send the Host Package file as 1 PDF with all documents in the same
attachment. Individual files will not be accepted.*** Your assigned sailing ID must be included
in the subject line of the email.
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Distinctive Voyages Host Log Book
Signed Passenger Waiver Forms
Guest Surveys
Host Report
Marketing plan and examples of marketing materials used to promote the sailing
Distinctive Voyages Host Log Book
Please send the Log Book via email either from onboard the ship or upon your return. Include
in any details regarding any issues, complaints, as well as good and bad feedback.
Guest Surveys
Return all comment cards even if they contain negative comments.
Expense Reports

Expense reports will be reviewed closely and only approved expenses or legitimate
emergency expenses will be reimbursed. Under no circumstances will items of a
personal nature be reimbursed. You must return your original receipts with the
expense report. Failure to do so will result in a delay of your reimbursement.

Acceptable Expenses: 1 internet package (additional internet packages required
written approval PRIOR to purchase), gratuities (for cocktail and tour only), office
supplies, printing, postage, $25 SBC

Expenses not valid for reimbursement: Personal travel, gratuities and expenses,
excessive Internet, any other “nice-to-have” things including live music, group photos,
gifts, alternative dining, etc.
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Expenses that require Pre-approval: items provided to make a guest happy/resolve a
complaint. No reimbursement for these items will be made without prior approval by
the Distinctive Voyages team.
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CERTIFY – How to submit your host expense report
Click here for training video
Certify can be download to both your Android and Apple devices inclusive of phones, tablets,
laptops and desk top computers. Receipts can be scanned, attached and uploaded to the
website. You will need to enter your ACH banking info to be refunded by direct deposit.
Here is an overview of how Certify will work:
1. Once you complete the fields, upload receipts and submit to Vcom you will get a
confirmation email.
2. We will get an email that your expenses are awaiting approval by Vcom. You will
get an email once it has been viewed by the first approver in the process.
3. Once approved, a Vcom Senior Manager will get an email that your expenses are
pending their approval. You will again get an email that she has approved or has
questions regarding your expenses.
4. If either approver has questions, you must log in, provide supporting info or
respond. YOU MUST enter how many passengers attended cocktail and shore
events in the “Reason” column within Certify.
5. Once approved by Distinctive Voyages, accounting dept. will approve and
schedule payment to you banking account. You will get an email that they have
been approved with an ETA of payment and the amount that has been approved.
6. (If you are only sailing once for this sailing year – this is where you would also
claim your host deposit to be refunded.)
7. Do not mail us your original receipts! Please keep them until after you have been
reimbursed by Vcom.
8. IF YOU HAVE CANCELLED your sailing within the allowed cancellation period, you
still MUST submit a request for the refund through Certify.
If returning by mail, send by Priority Mail with tracking to:
Distinctive Voyages Team
1650 King Street, Suite 450
Alexandria, VA 22314
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HOST FAQ’S
Q: What expenses am I responsible for as the Distinctive Voyages Host?
If the upfront cabin is earned, you are responsible for your airfare, NCFs, port charges, taxes,
transfers and any pre or post stays. This applies to both 1st and 2nd passengers.
Q: What happens if the upfront cabin is not earned for a Distinctive Voyages sailing
that I am scheduled to be the host? Please contact us 90 days prior to the sailing for an
update. If you no longer available to host the sailing the host deposit will be refunded to you.
Please submit an expense report for the deposit to be refunded.
Q: When will I know if my sailing is confirmed so that I can buy my air?
Typically the Host name needs to be put on the cabin 60-90 days prior to sailing. Do not buy
air until you receive a booking confirmation from the Distinctive Voyages team.
Q: How do I know how many passengers are booked on the sailing I am hosting?
Once you are confirmed as the Host for a specific sailing, the Distinctive Voyages team will
advise you every 2 months of the passenger numbers.
Q: I have my own group on a sailing. Can my clients be included in the Distinctive
Voyages group?
In order to qualify for the Distinctive Voyages amenities, bookings must be made as FIT, so no
existing group bookings can be included in the Distinctive Voyages group. The only exception
to this rule is Regent which allows agents to create their own groups and combine those
amenities with the Distinctive Voyages amenities. If you have previously created a group and
would like to move your clients to the Distinctive Voyages group, please contact the cruise line
directly and ask for the clients to be moved into our group code. On Celebrity and Azamara,
Distinctive Voyages does not have a group code so you will have to follow the Booking
Instructions posted in order to move your clients in the correct price codes.
Q: As an agent, can I book my own cabin and then apply the Distinctive Voyages cabin
payment to it?
Unfortunately you cannot do this. Per the rules of the cruise lines, only the Distinctive
Voyages staff can book Host cabins 60-90 days in advance of the sailing in ocean view
guarantee categories. No TCs or payments can be applied to an existing booking. If you have
already made a booking for yourself, you will be asked to cancel it.
Q: Can I get a free upgrade or pay for a cabin upgrade?
Free upgrades are not available through the Distinctive Voyages program. Paid upgrades may
be available, but are never guaranteed. The Host pays the difference between the ocean
view guarantee and the higher level cabin requested.
Generally, they are not available on host reservations. Please do not attempt to COMBINE
other discounts and SBC’s to host reservations. These changes could inadvertently cancel
your booking! Here is a quick break down by suppliers.
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Azamara – Upgrades are not available on host bookings.
Celebrity – They ARE available and granted based on availability. If it is available you will be
upgraded 24-72 hours prior to departure.
Crystal - Upgrades are not available on host bookings by request however, host have been
upgraded based on the suppliers need for a particular cabin at the time of the sailing. We
cannot request or confirm these for you.
Cunard - Upgrades are not available on host bookings.
Regent - Upgrades are not available on host bookings.
Seabourn - Upgrades are not available on host bookings.
Silver Sea - Upgrades are not available on host bookings.
Windstar - Upgrades are not available on host bookings.
Holland America – PAID upgrades are available 30 days prior to sailing. Call 1-888-628-8107
the price depends on duration of the cruise.
Q: What if a guest outside of the Distinctive Voyages group asks me about our group
and its amenities?
Any form of solicitation onboard is prohibited. However, hosts are allowed to tell guests about
the Distinctive Voyages program and advise them to contact their travel agent.
Q: What if another passenger wants to purchase the private shore event?
Courteously tell them that the shore event is exclusive to Distinctive Voyages guests.
Q: What if a Distinctive Voyages guest in my group insists on using my services to
book future travel?
Explain to him/her that you are flattered and enjoyed cruising with them, but that you are
unable to help them with their future travel. Always direct them back to their travel agent.
More details are contained in the Solicitation Policy section of this manual.
Q: What if a guest in my group insists that their agent said they had a shipboard credit
and the ship has no record of one?
Email the Distinctive Voyages team immediately and we will contact the booking agent and
advise you how to proceed.
Q: What if a guest wants to bring a friend from outside of the Distinctive Voyages group
to the onboard cocktail reception?
Graciously explain to them that the reception is exclusive to certain passengers based on their
travel agent.
Q: Can 3rd and 4th passengers receive the Distinctive Voyages amenities?
3rd and 4th passengers are not eligible, but these guests can pay the extra cost to attend the
exclusive tour. On Holland and Seabourn, these guests can contact the Shore Excursion
manager onboard directly to make their arrangements. On all other cruise lines, please
purchase the tour online at www.vipatsea.com with our trusted partners at Excursions Ltd.
Q: What if I am approached by a group of passengers traveling together and only some
of them are listed on the manifest?
Please contact the Distinctive Voyages team immediately and we will research this for you. In
most cases the guests are not on your manifest because they are booked into a special
promotion that is not eligible for the Distinctive Voyages amenities. If any ineligible guests
show up at the cocktail party, please let them come in but tell them that you will have to
confirm with us whether they can go on the shore excursion.
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Q: What if a passenger onboard contacts me stating that their travel agent promised
them the Distinctive Voyages amenities but they are not on the manifest?
Allow the guest to participate in the reception and contact us immediately to investigate this.
Please do not promise them anything until you hear back from the Distinctive Voyages team.
Q: How are Hosts evaluated after the cruise?
We have an extensive system to evaluate all of our Hosts. This includes feedback received
directly from the clients onboard, from the booking agents and from the cruise line staff. This
feedback plays an integral role in decisions about future Host assignments.
Q: I booked some clients on the Distinctive Voyages sailing that I’m hosting. How do I
make sure that they are included in the group to receive amenities?
Please consult the detailed Booking Instructions to ensure that your passengers are booked
correctly.
COMMON MISTAKES OF A HOST
 Be sure to introduce yourself to the Guest Relations manager/supervisors on DAY 1 of
the cruise. Introduce yourself to any of the desk staff you may see when you check in
daily. They will know that they are holding messages or waiver forms for you.
 Understand that passengers may contact through the Guest Relations Desk and
leaving you a message. Be sure to check for messages in the morning, (afternoon on
Sea Days) and after dinner.
 Check for voicemail on the phone in your cabin regularly.
 Be sure to check the front desk for comment cards AFTER the tour and before you
leave the ship on disembarkation day.
 For hosts on Azamara, Crystal, Seabourn, Silversea and Regent: Once you get on the
ship and deliver mail, explore the ship. Find a spot on the ship – pool side, library or
outside a café and use that same location to let guest know where you will be for 1
hour (set the time you will be there to answer questions). These are your office hours.
During the cocktail party ANNOUNCE where you will be on sea days or other time set
should set aside for 1 hour. You should have at least 3 office hours schedule on most
sailings.
Is there anything I should be sure to avoid and not say regarding who I am or my role
as a Distinctive Voyages Host?
 Be sure not to speak negatively about any cruise line or travel brand to a guest. You
never know if someone in your group is a travel agent or represents another travel
brand. For example, a passenger maybe very much a fan of a Royal Caribbean or
other cruise line. They will note if you speak negatively and that feedback will make it
back to us and their agent.
 Be sure they know when you will have office hours and how to reach you. You don’t
want them to be able to say they couldn’t find you or that you weren’t visible.
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PASSENGER FAQ’S
Q: Who do you work for as a host? You represent DISTINCTIVE VOYAGES – a VIP
amenity program we provide on behalf of travel agencies members in the U.S. and Canada.
The travel agency or online booking program you used to purchase travel is a member and we
provide many amenity and marketing support services to the travel industry.
Q: I have been booking with my travel agency for many years and nothing like this ever
happened before; why now? We have been providing the amenity of a complimentary tour
and cocktail party for more than 8 years. We provide these same amenities on a number of
cruise lines on select sail dates.
Q: How did I/we get this freebie? Your booking qualified because you most likely have an
outside, veranda cabin or the cruise fare you paid made you eligible for these extras.
Q: We booked with the same travel agency as our friend; why didn’t we get invited? If
you are in an inside cabin or have another promotion that the cruise line may have offered –
such as a Ship Board Credit, other tour or booking discount, it would make you ineligible to
receive the Distinctive Voyages amenities.
Q: Can we expect another perk? I can only provide you with the information on our cocktail
reception and the complimentary Distinctive Voyages tour. You would need to defer back to
your travel agent if you were expecting another amenity outside of this program.
Q: How can we ensure we receive this perk in the future? If you have travel plans on
(cruise line) in the immediate future, speak to the future cruise consultant onboard. You can
also ask your travel advisor for a list of future Distinctive Voyages dates and have them offer
you fares that will qualify you into the group.
HANDLING COMPLAINTS

Listen attentively without interruption to the passenger’s complaint.

Acknowledge what the passenger has said, but don’t necessarily agree with them. Let
them know that you understood what they’ve said to you, that you know how they feel,
and that you take their comments seriously. The simplest way to do this is to
paraphrase what you think their main points are.

Avoid the accusation-defense-re-accusation cycle. It interferes with problem solving.

Do not make editorial comments.

Never place blame, either on the cruise line or their booking agent, regardless of what
they may or may not have done.

Move on quickly to a solution. Ask concrete, descriptive questions for clarification. Use
questions that start with who, when, what, and where. Avoid why.

Take action and keep the passenger informed about progress of the resolution
requested.

Handle all problems before the guest disembarks from the sailing.
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