Max sets out to exceeed expectations

Managing a “hotel” on the ocean, with the hotel’s location changing every day, has to be challenging, with Max Driver the Hotel Manager [pictured right with his team in the Ocean Palace restaurant, with from left, Pat Gill, Maitre D’Hotel, Klaus Negwer, Executive Chef and Max] on board the SuperStar Gemini telling The Mole that one of his main objectives as Hotel Manager on the Gemini was to not only meet, but exceed and hopefully far exceed his guests expectations.

Max is a very structured and organised man and it appears that he does not sleep too much either, appearing and popping up everywhere at all times of day and night, running spot checks on the operation.

He also said that one of the biggest challenges was ensuring the quality and freshness of food and ensuring that they obtained the supplies they wanted as they moved around different ports.

Max told The Mole that he took great care in managing his section heads and right down to every member of the crew, to ensure the highest quality and standard of service at all times and that management was reflected in that being achieved and exceeded.

Max said that he believed that high quality of service also came from within and that they had excellent mangers and crew on the Gemini, [Pictured left Amit Sinha, F and B Manager swaps hats with Klaus Negwer, Executive Chef] making her a very happy ship with very high standards and customer satisfaction, with many Australians coming back time after time.

He said, if the crew is happy everything else becomes easier to manage!

[Pictured – the hot team in the Ocean Palace – Pat Gill and Tanu Chauduray]

Max said that on the Gemini, the crew performed to such high standards because they wanted to, not because they had to and also as on some other ships, because they thought they were going to get a tip, because the Gemini basically has a no tipping policy.

If someone is outstanding though, then of course passengers can show their appreciation, but be careful as the crew member make take offence because they love doing what they do.

Max added that his biggest challenge was ensuring that standards were maintained and exceeded at all times and making sure passengers left the ship very happy indeed, as they also then became great marketers for Gemini and Star, but more than that, it was also very satisfying to know they had a really great time.

[Pictured left – Joyce the highly professional Guest Services Manager]

He said that he had 269 staff that he was responsible for, with a briefing three times a week and face to face management meetings twice a fortnight with communication critical on a cruise vessel and that it was not all about me, but about the whole team pulling together.

He said that he also made a point of eating and having a drink, [but limited to two glasses of wine!] with the crew a few times a week, chatting with them, because crew needs were also vital, with their contract being ten months on and working long hours.

There is no doubt that Max and his team are critical cogs in the more than efficient, but exceeding expectations running of the SuperStar Gemini, making her an excellent vessel, explaining why so many Aussies keep on coming back!

An on location report by The Mole from the SuperStar Gemini cruising around Australia