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3 things i learned

I learned the advantage of upselling so clients get an elevated experience.

I can talk confidently about the Wellness experience.

I have learned about the events and activities available to multi generational families

Social media

I will relay my experience to colleagues and encourage them to be more relevant by using the tools on celebrity central.

I will upload photos an videos of the seminar on our company socials as well as my personal one

Target.

I will endeavor to redirect clients who ask for balcony toward aqua and retreat

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1) Top 3 learnings:

• Benefits of concierge class & Aqua class.

•Learnt more about the benefits of booking future cruise onboard.

• Learnt that Celebrity has 6 ships rated by Forbes Travel Guide.

2) Training/ social media plan:

• Make a reel of the photos & videos I have taken on the trip and post to our socials. Follow up with window offers & social media posts.

3) Booking target:

• Upsell a couple balcony enquiry to Aquaclass or concierge class depending on budget.

• Use the next cruise certificates and advise customers of the additional benefits/ perks.

• Get a least 1/2 Celebrity bookings per month.

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Top 3 Learnings :

More overnight stays

Prime concierge class on Edge class with larger balconies.

Didn’t realize only Aqua Class get free access Persian Garden, even suite pax have to pay.

28 night back to back Europe sailings.

Training Plan:

Post to be submitted on to work platform on return for all to see.

Will go through training videos on Celebrity central as a recap or for anything new

Booking Target:

Upsell to concierge, aqua showing the benefits

Sell with the 2 Perks as value for money

Encourage more onboard sales as easy money!

Book 3 Aqua or Conceirge per month

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1) My top 3 learnings

It’s worth upselling the larger balconies as we have experienced a mid forward balcony with a vast view on a corner balcony.

All inclusive is a must! Easy sailing

Celebrity provides an elevated escapism! Providing a sense of peace in the busy and a party when you want to ramp up your evening. Mature couples are brought back to their youth with late night partying and falling in love all over again.

2) training or social media plan

Encourage a stronger social media presence within our company.

Post our experience onboard. Use new platforms; Instagram, TikTok etc to hit new celeb clientele

3) booking target;

Minimum of 1 booking a month in 2024 using the experience I’ve had.

Upsell a higher class and push those extras that are included.

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Top 3 Learnings

How chilled the vibe on board was so spacious and roomy no long ques and plenty of staff on board to help at every turn elevating the guest experience.

Genuinely happy staff who love doing their job so this elevates the guest experience.

The quality of the food was brilliant all around the ships but the specialty dinning was something special and elevates the customer experience to the next level.

Training and Social Media

Prepare a training with pictures to bring my experience to life on return

Get our social media team to share some deals with pictures of our experiences on social media.

Booking Target

5 New Bookings in the next 2 months.

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My top three learnings

1. The onboard experience- Elevated experience with no queues etc and a high quality feel.

Guest profile - more family friendly than i thought

Better understanding of the fleet and differences

2. Social media plan - weekly Celebrity focus day sharing this and our upcoming Alaska Cruise every week for next 2 months - weekly offer posted.

3. Booking Target - to attempt to upsell existing cruise clients to Celebrity when rebooking. 1 celebrity booking per month for remainder of 2024

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Stella Ellicott- Cruise Kings/Scotland’s Cruise Centre

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Stella Ellicott- Cruise Kings/Scotland’s Cruise Centre

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1- Top3 Learnings

Why Celebrity is a recommended choice- their elevated concept and innovations and industry firsts- Magic Carpet, Lawn Club, Eden

Sell as resorts of the world with their Forbes Travel Guide awards and recommendations

The focus market and how to sell Celebrity- free city breaks, sense of place , explore and restore

2- Training/Social Media plan

Our marketing/social media is controlled centrally so I will write a blog to be published via various social media platforms. I will also share my personal experience with new and existing clients to enhance their cruising experience. I will also share my experience with colleagues through our product meetings.

3- Target

For every Celebrity booking/ enquiry I will offer an upgrade option listing all the benefits for concierge and above .

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1. Top 3 Learnings - Elevated client experience, guest to staff ratio, product range and destination options including ‘free city break’ marketing opportunity

2. Social media plan- information based posting, offer based posting, email direct offers & specific product options to target demographic clients, cross sell clients to Celebrity options when talking cruise with clients. Use tools on Celebrity Central to better effect when promoting offers.

3. Booking targets - Sell 6 by end of 2024 with a stretch goal to include 1 x Aqua Class & 1 x Concierge Class in this number.

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Top 3 learnings:

1. Celebrity is for comport seekers. It has the luxury feel but makes everyone feel really welcome.

2. Celebrity go to all 7 continents and that's 290 destinations with 29 overnight stays so there really is somewhere for everyone.

3. Has 6 Forbes travel guide star rated ships, including the only ship sailing from Southampton with this award.

Social media plan:

Use the tool kit from the celebrity central to publish brochures and the offers to targeted audiences.

Also I will write a blog based 'on my first cruise', why they're special and why choose celebrity

Booking target:

Book at least 3 cruises for the rest of the year including an aquaclass

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1- Top 3 learnings-

The value of upselling aqua class/concierge

Telling your guest at future cruise credit, value, benefits

Concierge seminar-

2-Training/social media plan

Reposting celebrity agents post- Facebook/keeping up with celebrity central

Mail merge

3- Set booking target's

5 bookings per two weeks

Send celebrity mail merge when I get back

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My top 3 Learnings

1. Aqua class - upsell to couples and reasons why

2. Speciality restaurants - really promote these to upsell, a lot of customers tend not to try them but with trying them myself would highly recommend

3. Family and children - predominately adults but children welcome - knowing which customers to target with it

My training/ social media plan

Blogs - of our trip continue to post post trip

Request/ download more assets from the celebrity central - post videos and reels

Include at least 3 deals a week

My targets

Aim to start with booking 2 celebrity cruises within first month

Aqua class booking within the month

My Current cruise share is 75% overall - I would like at least 20% of these cruise sales to be celebrity eventually and work towards these targets

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1-Top 3 Learnings

The benefits of Aqua Class and now offering this rather than the balcony.

Charges for Speciality Dining and upsell to clients the benefits of booking this on the app in advance of travel.

The wide variety of clients i can now target with a fantastic choice of sailings.

2- Training

We have some new to travel in our store so I am going to ensure that they complete Celebrity Central and pass on my own knowledge to all of the staff instore on my return.

Send weekly mailshots and pick a great Celebrity deal to market with.

Check Celebrity Central for best offers to market with on our shop Facebook page.

3- Booking Target

Aim would be to book/ upgrade to 4 Aqua Class Cabins every month rather then the balcony and ask the team to possibly to do a challenge for them to push.

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1. My top 3 learnings;

The figures including a 17 ship fleet, 290 destinations & 7 continents, plus the destinations visited.

The variety of entertainment on the ships and the care taken and planning that goes into tailoring this.

The quality of food is outstanding.

2. Cruise convert campaign across social media’s, interactive campaign about Celebrity.

Posting about the classes and rooms.

Offer campaign.

3. Target; 2 bookings in the next 6 months.

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Top 3 learnings

Concierge cabins have a destination seminar which is exclusive

Aqua class cabins at the back have larger balconies

Lots more overnight ports so like having a free city break

Training and social plan

Upload all photos and videos to social media

Write a detailed report with videos and photos to go into a company system for all to view

Targets

To sell more back to back sailings

To upsell cabin grades and upsell from no perks to always included as much better value

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My top 3 learnings

1, The true value of the drinks package and all included benefits, including for example cococay where you can continue to use it on land.

2, Even when the ship is full it’s not overrun, there’s enough space for everyone and the staff are so hard working you never have to wait for anything

3, How much there is to do on board, there never a dull moment on these ships, there is something for everyone

When I return to the U.K. I will do a team training and make sure that I share all of my first hand knowledge we have learned from this trip.

I will post on Facebook at least once every week and I’ll use boosts to make it go further.

I will ensure I mention it in more conversations with customers and I will make sure that I continue to grow my knowledge further about this beautiful brand.

I will try my very best to get 6 bookings in the next 6 months

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Danni Martin - Scotland's Cruise Centre/Cruise Kings

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Danni Martin - Scotland's Cruise Centre/Cruise Kings

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Top THREE learnings

Now more mindful of what Celebrity means by "premium" & "elevated" and who is specifically better served by the brand.

Cococay was a real eye-opener. On Caribbean itineraries, I can now sell it as a reason for picking this particular sailing. I did not really understand it before.ive had a 180 on the concept.

Celebrity are much more destination-oriented. They can confidently be sold both on ship as resort and on the destinations - 50 plus destinations with 12+hrs and 29 overnight

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We have a separate marketing and training team but we will both be invited to share out experiences with our colleagues on our monthly cruise meetings and our photos/quotes will appear in our marketing.

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Booking Target

I tend to offer balconies as my starting point with concierge upgrades. I think I should be pushing for Aquaclass more.

I want to finish each month with at least one aquaclass upgrade.

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My Top 3 Learnings

• Elevated experience

• Not a cruise ship - it’s a resort at sea

• Aqua Class aim at couples - upsell

My Social Media Plan

Continue to post about the cruise on my Facebook while still onboard, once home do a round up post on the full experience and add offers

Aim to post at least 4 Celebrity offers a week, reflecting on personal experience too

My Bookings target

Aim is to book 2 celebrity cruises within one month.

Overall total for the year to be 10+ with at least one Aqua class booking

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My top 3learnings

1 that celebrity is a multigenerational cruise line

2 modern luxury brand that has something for everyone

3 service across the board is fab from cleaners to entertainment

I am going to do a fb post adopting this cruise that we have done with all of my personal pictures

1 post a week to be done and in our window etc on a different itinerary and ship

All staff in store to complete 1 module a week or month from celebrity central

I am also going to arrange with our regional cruise coordinator for each store to do this also in their stores

Target is 1booking per person in branch per month

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1. Top 3 learning

Aqua aimed at couples

C1 has larger balconies

Progression of the crew

2. Social media plan

Submit all photos to our colleagues and social media team.

3. Selling Target

Upsell upsell upsell

I.e. aqua class for couples in my retail bookings.

Aim for 1 out of every 4 balcony bookings.

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My top three learnings:

*Perfect Day Coco Cay-What is included and extras

*Dining / Service experiences

*Lawn Club & what the solstice class is like

Training & Social Media:

*E Blast/Mailers to data base clients

*Social media pictures/Videos/ discuss with the media team and good window offers

*In office training with staff: talk about ship/Perfect day and my experience

Booking Targets:

1 Retreat booking

1 Aqua class booking

3 Other stateroom bookings

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Top 3 learnings -

As this was my first cruise i have first hand experienced a cruise from start to finish, this has enabled me to have first hand experience which will help me bring the cruise to life for my customers.

Having a balcony was one of the highlights of the trips, I would 100% always upsell my customers to a balcony.

The difference between the classes Celebrity offers and the added extras they get included.

Social Media/Training Plan -

To send all photos to IGLU and write a summary paragraph that will give my colleagues an understanding of what i have experienced.

Continue to use our Celebrity hashtags when posting the revelation content.

Make content videos, to inspire people to book.

Booking Target -

1 Celebrity booking per month

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1. Top 3 Learnings

Destination seminar for concierge class

Cococay - there is something from everyone

Entertainment onboard for all ages

2. Training Plan

Conduct training briefs for wider sales and service team on the ship and destinations we visited

In depth celebrity session during induction training for sales and service

Upselling celebrity session

3. Booking Targets

1 celebrity booking per new starter within the first 2 weeks

All new starters to offer upgrade to Aqua class for couples

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1. Benefits of drinks packages, The benefits of aqua class-upsell something for everyone

2. I plan to keep up to date on Celebrity central and use the tools available and post deals on our shops social media pages, I will tell the other members of staff all about my brilliant experience onboard the celebrity reflection,

3. My booking target from now until the end of the year is 10 with at least one aqua class

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1. My top 3 learnings

Simplicity of the app for check in and daily information.

Dining options and supplements.

What the benefits are for Aqua, concierge and Retreat.

2. Social media/training

Talk to team to go through my experiences. Revisit celebrity central for information and inspiration.

3. Booking target

Purchase 4 next cruise and sell within 1-2 months. Break down the value and upsell where possible. Highlight aqua for couples and check for multi generation clients.

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Top 3 learnings

1. Speciality dining extras.

2. Aqua class inclusions

3. Solstice series, lawn club

Training/Social Media Plan

1. Complete Leon’s training

2. Send personalised emails to cruise customers regarding Celebrity.

3. Edge series ship visit within UK by 2025.

Bookings target

1. Upgrade balcony customer to aqua/concierge class in next 4 weeks.

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1. Top three learnings

This is my first time onboard Celebrity Cruises, from a selling point of view, I definitely feel I can up sell to balconies/ concierge/ aqua class more now from physically being onboard the ships.

I feel I can sell more to families onboard-even though there may be no watersides it gives that premium level

Its value for money when you come onboard and see what’s included

2. Training/ social media plan

A % of our bookings would come from social media advertising such as Facebook/ Instagram offers. When I return home I plan to do up a tiktok with a voice over explaining in details what I experienced onboard Celebrity Reflection I feel a personal touch is always a great selling point

3. Booking/ target plan-

My booking target is definitely to upsell to the retreat and my target is definitely to get a retreat booking once a month.

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Top 3 Learnings -

1. Drinks package upgrade benefits & value.

2. Perfect Day experience and attractions.

3. Staff vs Guest ratio and benefits of this.

Training & Social Media -

1. Post a Celebrity offer at least once a week on all 6 Facebook pages and boost 1 weekly.

2. Ask all staff to complete Celebrity central training.

3. Debrief with Team on my own experience advising top tips and insider benefits to pass onto to guests.

Booking Target -

5 bookings completed in first 6weeks

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Top 3 learnings

Prime Concierge aft have bigger balconies

28 night Europe sailing B2B2B2B with no repeat ports

29 overnights

Training plan

Share experience with the team with detailed write up and pics on return

Bookings target

More upsells to Concierge/Aqua group allocation dependant

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Top 3 learnings:

Seamless and great service

Never feel crowded or claustrophobic

Can have so many different experiences in 1 place

Social media plan:

Work on personal posts to entice/convert my non cruise network and build my following with existing cruise guests to convert to Celebrity.

Booking target:

As I am currently still launching my business and growing my customer base I aim to get 2 bookings within the next 6 months.

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1. My Top 3 Learnings - The upgrade to premium drinks package is definitely worth it for the vast majority of customers as even having 3 cocktails each day the money is covered - premium WiFi for most clients is 100% worthwhile, people love to FaceTime friends and family at home to show their experience so this is something I will recommend more - speciality dining, I will recommend my clients to pre book on the app as the experience is out of this world it is so much more than just food on celebrity it is a culinary experience like no other.

2. My Training / Social Media Plan - I will put together a slide show of my favourite pics and all the main points I have learned while on board for my team, and for our Stewart travel social media page so that I can share this experience with our staff and our clients

3. My Booking Target - I am very proud that last year my store was top for Stewart travel for celebrity sales, so I intend to achieve this again this year however this year I would like to grow our upsell business, I will be targeting our store on getting more concierge and aqua class bookings, I would like to see each member of my cruise sales staff to achieve 1 x aqua class or concierge booking per month.

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1. Top 3 learnings

*Benefits of Aqua Class, Concierge class

*Drinks package options ie. different between classic and premium

*Benefits of experiencing speciality dining

2. *Share full review of my experience on board celebrity cruises in our staff library database

*Share our photos and videos on company social media platforms along with offers

3. One Celebrity booking per month

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My Top 3 Learnings

1. The value of upselling (e.g upgrading the drinks from classic to premium, concierge class getting the destination seminar, aqua having access to Blu).

2. How to sell into the older classes of ship (e.g. Reflection has the Lawn Club, le Petit Chef).

3. How many overnight stops are being offered next year (29).

Training/Social Media Plan

Sales Brief around Celebrity, this ship in particular & this itinerary.

Celeb Mail Merges to be sent out.

Bookings Target

My teams Celebrity bookings to increase vs last month.

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My top 3 learnings

1. 70% No kids

2. Can upgrade from classic to Premium drinks package

3. 4* Forbes travel guide rating

Training/Social Media plan

Presentation to the rest of the team in store, increase in social media offers, post on our store Facebook page showing my recent exper experience on Celebrity reflection

Booking target:

6 bookings within the next 6 months

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My top 3 learnings-

1) First experience sailing onboard celebrity cruises, I have taken away how fantastic they are. I feel really confident in being able to identify the correct client for celebrity and feel confident in being able to sell this product to them.

2) The elevated experience that you get onboard a celebrity cruise, from the moment you are welcomed onboard, right the way through to the incredible dining, accommodation, entertainment venues and just the general service received throughout the entire ship.

3) the different classes onboard and the benefits of those, especially the aqua class for couples who are seeking comfort and something extra special.

Training and social media plan -

Upon return to the office, I will put together a blog on the entire trip along with all of my photos and videos. Following on from this, I will ensure I post a weekly offer, ranging from ex Southampton, Caribbean, European sailings and also include aqua class offers.

I will also ensure my team read all of the training modules on celebrity central and include some of this during the team brief.

Booking target -

I will aim to make 1 x booking per month

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Roisin Mackenzie - The Cruise Specialists 

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Roisin Mackenzie - The Cruise Specialists 

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Top 3 learnings :

1. More overnights in port for 2025

2. Awarded 4 stars with Forbes Travel Guide

3. Infinity offering winter getaways

Training/Social media plan :

1. create a blog/report and share with colleagues

2. Keep up to date with offers and campaigns on Celebrity Central

Booking Target :

Book 1 or more cabins per month.

Offer upgrades to Concierge/Aqua and the Retreat by selling in added value and inclusions.

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1- Top 3 Learnings

Infinity refurbished, Concierge Class get a destination seminar & 6 ships rewarded with Forbes Travel Guide

2- New facebook exclusive page has been created through work so will be posting more and interacting with customers, also using my own page to promote & sending a recap mail merge to my customers

3- Using the FCC we will be purchasing, with additional perks to hit 10 bookings in June