He has been a known name in the Cruise Industry in India for close to two decades now and his knowledge and understanding of the same is a testimony of his passion for this sector of tourism, which too, like all others, is bearing the brunt of the pandemic. However, Naresh Rawal, Vice President – Sales (India & South Asia), Genting Cruise Lines, in an optimist who firmly believes that the global pandemic has brought about a sea of change in the cruise industry landscape and new methods of operation will now be put in place. In an exclusive chat with BOTT India, here is all you need to know on the future of Cruise Travel.
Priyanka Saxena Ray
Please share with us a brief introduction about your background – how did you get into the field of travel? Was it a conscious choice or an accidental entry?
As a child my father served in the Indian Army and we had the chance to travel and meet new people across India as per his postings. The exposure of meeting new people and traveling had gradually shape my interest in the hospitality and travel industry.
I started my early career in the F&B and hospitality service but I was very fortunate to be able to be part of the travel industry, especially in the cruise sector. I can say to this very day that the experience in the cruise industry has been truly unique from witnessing beautiful cruise ships come to life to making holiday dreams come true together with our valued travel partners.
What was your first Job (in which company and at what profile)?
I completed my course in Hotel Management at the Institute of Hotel Management, Catering Technology and Applied Nutrition, Mumbai in 1994 and got my first job in the F&B service at the Hotel Taj Mahal in Mumbai, which is part of the Taj Group of Hotels.
How did you climb up the ladder? How many companies have you worked with and in what capacities?
With my early foundation in the F&B sector, I had the opportunity to move forward and be part a leading and international fast food chain like McDonalds. The chain had just started entering the Indian market and through first-hand experience, I had gained valuable insights on how brands are established and marketed as I was a part of the first McDonalds restaurant opening in New Delhi. I was with McDonalds for 5 years and went through a very structured program of Management development and training through a series of management courses offered by the organization, the last one being an Advanced Operations course conducted by the Hamburger University in Sydney, Australia. Subsequently, I continued my career in a similar path with Domino’s Pizza in Mumbai for over 2 years.
However, moving back to Mumbai was a brand new turning point in my career as I had the opportunity to join Star Cruises as the Sr. Marketing Manager in 2003, which is now part of the Genting Cruise Lines division. Personally, it was one of the best decisions I made to venture into a totally different and exciting new sector. I have grown with the company over the last 17 years from a single brand like Star Cruises to three new amazing brands, including Dream Cruises and Crystal. This has allowed me to take on a wider portfolio over the years from marketing to sales to promoting three brands and running five offices in India to date.
How long have you been attached with the current project? How has your experience with them been?
I have been with Genting Cruise Lines, formerly known as Star Cruises for over 17 years. The journey has been exceptional as I had opportunities to harness my skills in business and brand development for 3 very distinct brands, including the launching of a brand like Dream Cruises, which is the very first home grown Asian brand for the premium and luxury market.
What special changes would you now be implementing in light of the pandemic? How severely has your business been affected?
The global pandemic has had an adverse impact on businesses globally, including the cruise sector. Cruise companies alike worldwide are going through a challenging period with operations and businesses affected. The global pandemic has brought about a sea of change in the cruise industry landscape and we can no longer operate the way we use to. Consumers’ mind set, requirements and expectations have evolved when it comes to leisure and travel with focus on health and well-being. As such, Genting Cruise Lines has been at the forefront to enhance and introduce safety and preventive measures that will become the new norm for our fleet and we hope for the industry too.
Do you have any new plans or policies or initiatives in the pipeline that you would be introducing in the near future?
During Genting Cruise Lines’ hiatus period we have reviewed and bolstered our overall prevention and response plan for the eventual recommencement of its fleet to ensure the safest environment for our guests and crew.
These include stringent health screening processes and protocols such as mandatory temperature screening and pre-boarding health declarations for embarkation and disembarkation; thorough and higher frequency sanitization, disinfection and enhanced hygiene procedures for guest cabins and public areas; online check-in and boarding at designated times to minimize congestion and on board venues operating at reduced capacity. Self-service at F&B buffet restaurants will also be suspended with all food and beverages served by crew wearing face masks and gloves as added precautionary measures.
We are also working closely with various local authorities and also key international bodies, including Cruise Lines International Association (CLIA) to ensure the highest standards of safety and preventive measures are adopted. In addition, we are also proud to announce that Explorer Dream under Dream Cruises is the first cruise ship in the industry to receive the Certification in Infection Prevention for the Maritime industry (CIP-M) from the world’s leading classification society, DNV GL. The CIP-M is customised for maritime and based on DNV GL’s stringent healthcare foundation and expertise in infection risk management, used in the accreditation and certification of more than 630 hospitals worldwide.
In this present COVID scenario, where people are scared to travel again, how is your company planning to address the trust and confidence issues amongst the consumers?
We understand that recent publicity focusing on cruises may deter new cruisers from embarking on their maiden cruise voyage. The landscape has evolved and fresh initiatives are crucial to boost consumers’ confidence once again.
Educating the public is key and providing a better understanding of the high levels of preventive measures and sanitation standards on board cruise ships will contribute to regaining customers’ confidence.
At Genting Cruise Lines, we will continue to inform and educate trade partners and consumers’ on our enhanced preventive measures and facilities. These include our ship designs that enable 100% external fresh air to be filtered and supplied to the cabins and on board public areas – ensuring a constant and healthy flow of fresh air with no recirculation within the ship – an important feature on our cruise ships. Other enhancement measures include mandatory temperature screening and pre-boarding health declarations for embarkation / disembarkation, higher frequency and increased levels of sanitization and disinfection in cabins. Public areas were previously sanitized once daily and are now sanitized 2 – 4 times daily with hospital grade disinfectants. Selected on-board venues will be operating at reduced capacity to provide ample space for safe distancing between guests.
Offering new incentives such as our “Cruise As You Wish” program that allows flexibility of up 48 hours cancelation before sailing to receive 100% future cruise credit for Dream Cruises and Star Cruises bookings (terms and conditions apply) will allow existing and potential customers to have ease of mind when booking a cruise with us.
Is there any more information that you would like to share with us
Genting Cruise Lines is proud that Explorer Dream under Dream Cruises will recommence operations in Taiwan from July 26, 2020 onwards, offering “Taiwan Island-Hopping” itineraries. Dream Cruises will be the first cruise line in the world to begin sailing after the global cruise industry was shut down due to the pandemic
