I learned first-hand about Holland America's high level of service when,
during another lifetime, I worked for the company as a stage manager aboard
two of its finest ships: the Westerdam and the Statendam. I witnessed
first-hand the commitment Holland America makes to its standard of excellence.
As someone on the "inside" I was continually surprised at the
attention to detail offered.
My first stint aboard a Holland America ship was six weeks aboard the Westerdam in Alaska, a cruising area where Holland America was already renowned. Passenger
loved the extra attempts Holland America made to ensure they had
the voyage of a lifetime: there were naturalists on board, experts
in Alaskan wildlife, to give lectures and point out sites to the
guests along the way as we sailed past the islands of the Inside
Passage into Glacier Bay. Guests could sit out on deck on the
many authentic wooden deck chairs where staff members where constantly
bringing around warm, wooly red blankets and helping passengers
cover up. Everyone was treated to complimentary hot chocolate and
in Glacier Bay there was Holland America’s famous Dutch Pea
Soup out on deck.
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It was as a staff member that I encountered the room steward who, to this day, is the best I've encountered at sea. This Indonesian gentleman, and a gentleman
he truly was, introduced himself immediately upon my arrival and
asked me just the right questions to discern my personality and
situation so he could anticipate my needs without intruding upon
my privacy. I consider this to be the true mark of professional
service. But the incident where he really shined concerns a missing
button on my tuxedo. He volunteered to take the tux to the ship’s
tailor to replace the button before I needed it the next day.
Unfortunately, the tailor had to close shop early that night.
My steadfast and dedicated steward took my tuxedo back to his
cabin, found a button himself and sewed it on for me during his
free time. This is indeed personalized service beyond the call
of duty -- so rare today.
Holland America, which has carried passengers since Rotterdam 1 entered service in 1825, has a history of catering to European royalty and the elite of
society. No other cruise line evokes such a feeling of importance
in its staff, and no other line works harder to preserve that
feeling. Not only is the service delivered in a professional and
non-obtrusive manner that is "felt" rather than seen
or heard, it is also done under a policy of "tipping not
required," an attribute of only the finest cruise lines on earth.
Holland America is unique its approach to hiring its crew to
support the Dutch officers -- it hires consistently from only
two areas: the Philippines and Indonesia. The Indonesian staff
receives extensive training at Holland America’s exclusive
school in Jakarta where they are taught how to conduct dining
and hotel services in the manner Holland America has been refining
throughout its history. The result is a consistently high level
of attention to procedure and detail that guarantees you will
be treated with the highest possible standards whenever you board
a Holland America ship.
And, passengers keep returning to Holland America for special services no other cruise line offers. For example, guest lecturers are on board on cruises throughout
Europe, the Panama Canal, South America and Alaska. On longer
cruises there are Gentlemen Hosts to assure that ladies sailing
alone will always have a dance partner and a friendly face at
all the social functions. There are no extra charges for non-alcoholic
espresso and coffee drinks, complimentary all the time, even in
the Java Cafe coffee bar. What is a movie without popcorn? It's
made fresh and hot before each full-length feature in the ships' cinemas.
In accordance with
the Holland America’s "tipping not required" policy,
the Italian cuisine alternative restaurants aboard the Rotterdam,
Amsterdam, Volendam and Zaandam do not carry a service charge.
Every night during the pre-dinner cocktail hour there are complimentary
hot hors d’oeuvres served in all the lounges. The Lido Restaurant
has an ice cream parlor where ice cream, yogurt, toppings and
freshly baked chocolate-chip cookies are available during lunch,
tea-time and at night.
Should you be lucky enough to have Penthouse or Suite accommodations aboard the Rotterdam and Amsterdam the Concierge Lounge is open for relaxing. Here,
the concierge will arrange tours, transportation, dinner reservations,
private parties and a host of other details.
Holland America is the cruise line where the unexpected extra touch is
delivered consistently. In my mind, that is the definition of great service.
