Do you know what a Shore Excursion Manager on a cruise ships does? No, I didn't think so! To circumvent the glassy-eyed stare in the eyes of prospective employers during interviews, I produced the following visual review. Produced 2015.

1. Visual review of a
seaborne career
1999 - 2006

2. 1
From 1999 to 2006 I worked in
onboard American cruise ships
Initially with Norwegian Cruise Line (NCL)
for 1½ years, then with Holland America
Line (HAL) for the remainder.
Not many people know what it entails to
work in Shore Excursions (or ‘Shorex’ for
short) on cruise ships, so this presentation
is meant to not just recount the salient
facts of my Shorex career, but also to pro-
vide a glimpse into the challenging world
of cruise ship employment and the skills
you take away from it.

3. The Job ................................................................................ 3
The Teams .......................................................................... 12
The Ships ............................................................................ 14
The Itineraries ................................................................... 17
The Guests ......................................................................... 21
The Results ......................................................................... 23
So much for the facts ..................................................... 32
Few jobs require ............................................................... 35
In closing ............................................................................ 45
Appendixes ........................................................................ 49
Presentation
2

4. MS Westerdam Shorex Team,
Half Moon Cay, Bahamas,
September 2005

5. For (almost) every port of call the cruise
ships offer a range of Shore Excursions
ashore, that guests can purchase (pre-
cruise or onboard). Depending on itinerary,
Shorex can be one of the biggest onboard
revenue generators.
The Shorex department is the coordinating
hub of this program, providing an onboard
point of sales and tour information, coordi-
nating operations with agents ashore,
handling the logistics of tour dispatch and
more...
I was in charge of the onboard
for the ship’s guests in port
4

6. The Shore Excursion department is a relati-
vely autonomous unit, operating under the
authority of the Hotel Manager and the
overall direction of the corporate shore
excursion department in the head office.
The department consists of a manager and
(itinerary dependent) up to 5 assistants
and one Port Lecturer, all holding officers
rank. The department is one of the few
onboard guest service providers that have
as much (if not more) communication and
interaction with shoreside partners as they
do with fellow departments onboard.
HOTEL
DEPARTMENT
ENGINE
DEPARTMENT
DECK
DEPARTMENT
MEDICAL
DEPARTMENT
Chief
engineer
Chief
officer
Chief
doctor
Hotel
director
Shore
excursionsF & B
Cruise
staff
Shorex mgr
CAPTAIN
House-
keeping
tour agents
destinations
guests
staff
corporate office
essentially a guest
for adventures & activities ashore
5

7. Sightseeing tours by bus / on foot
Conventional guided tours by bus or on
foot, half-day and full-day formats
 Passive adventure tours
Tours by special vehicles: Boat tours, jeep
safaris, flightseeing by plane, helicopter or
hot air balloon, tours by bike, Segway, etc.
 Active adventure tours
Tours with physical activity: Horseback rides,
diving & snorkeling, watersports tours, etc.
 Specialty tours
Special interest / occasion tours: Cooking
classes, cultural events, workshops etc.
 Overland tours
Group tours to far-flung inland attractions
involving elaborate travel arrangements and
hotel overnights away from ship, e.g. 3-day
Machu Picchu out of Lima, Peru.
 Private tours
Tours by private cars / vans w. personal gui-
des and customized individual itineraries
 Transfers & Shuttle services
Straight shot transfers to popular destina-
tions | Transfer to airport / hotel for debark
guests | Shuttle service port to city (when
required)
I managed a wide variety of
6

8. The Shorex department has a counter on-
board, where staff handle guests’ tour
bookings and related queries during de-
signated office hours. Itinerary dependent,
this POS can generate anywhere between
40 – 70% of total sales.
The remainder of sales come from pre-
cruise online bookings, which the Shorex
department downloads, updates, prints,
organizes and distributes onboard. The
Shorex manager is responsible for mana-
ging these sales channels optimally.
I was in charge of
and the management of pre-bookings
7

9. Available onboard marketing channels :
• The live Shorex talk (taped & broadcast
on a designated TV channel)
• The onboard booking form in print
• Pre-show trailers in the movie theater
• Plasma screens throughout the ship
• Shore Excursion Kiosk terminals
• Flyers and brochures distributed to cabins
• Cross-promotions with other departments
and I directed the onboard
to increase tour sales
8

10. For every port visited I coordinated the
ship’s excursion sales, dispatch logistics
and special arrangements with one or
more local tour operators.
The extent of coordination required in
each port would vary – from simply pro-
viding running updates on participation
counts, to relatively elaborate prepara-
tions, like flight- or hotel manifests for
overland tours, special visa requirements,
private arrangements etc.
guests
shorex
mgr
local tour
agent
staff
onboard
tour preparations
I managed the
with local tour operators in every port
9

11. Sending guests on tour is not just a matter
of opening the door and saying ‘Go!’
Shorex is responsible for the smooth and
orderly dispatch of up to 1500 guests in
the span of just an hour or two. This
involves meeting guests onboard, dividing
them into groups with a sticker system,
briefing them on directions and proce-
dures and dispatching them at the mana-
ger’s discretion.
This sounds simple but anyone who has
dealt with large crowds of people in holi-
day-mode will know that it is a challenge.
and planned and directed the
in every port of call
10

12. Supervision, scheduling and training of up
to 5 Assistant Managers and a Port Lecturer
Monitoring customer service, operational
standards and new revenue opportunities
Coordination and cooperation with other
onboard service departments
Ongoing financial and operational repor-
ting to onboard/shore side management
Implementation of Marine Hotel policies
and procedures within Shorex Department
Finally, I handled the daily
of onboard Shorex operations
11

14. * Not what you think! In this context it means ‘Spouse On Board’
From small teams of 2 on the smaller ships and all the way up to 4 assistants, 1 part-time
SOB* and a Port Lecturer on the larger ships on tour-intensive continental itineraries.
All with wildly different backgrounds, skills, experience and nationalities
I managed a number of different
in the course of my career
13

16. From the new & big; the (then)
brand-new MS Norwegian Sky
from 1999 (2000 pax, 800 crew)
To the old & small; the ‘old’ MS
Noordam from 1983 (1254 pax,
520 crew)
I worked a number of different
in my career at sea
15

17. For a comprehensive overview of all the ships
I have worked on, see Appendix A
16

19. Always eager to discover new destinations, I frequently requested new itinerary
assignments and eventually got to do most of the popular cruising destinations.
7-day Glacier Discovery 2003 10-day Roman Empire 2006 30-day South Pacific 2005
I did mostly 7 – 14 day cruises but also got to do a number of longer
repositioning cruises and grand voyages of up to 30 day duration.
I worked a number of different
around four continents
18

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Hawaii &
South Pacific
South
America
Pacific
Central America
Alaska
Caribbean
Transatlantic /
US East Coast
Canada /
New England
Mediterranean /
North Africa
Baltic &
Norway
Western
Europe
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Pacific
North
America ●
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All in all, I worked in more than
in more than 35 countries
19

21. For a comprehensive list of all the ports I have visited in
a Shore Excursion capacity, see Appendix B
20

23. Primarily North American guests. A fair
share of other nationalities. A fairly young
demographic: many singles and families
with kids
Primarily North American guests. Some
other nationalities, itinerary dependent. An
elderly demographic: many couples and
retirees
22

24. MS Oosterdam Shorex wins trophy axe for best
seasonal sales on Great Alaskan Lumberjack
Show, Ketchikan, Alaska - August 2004

25. CRUISE TARGET
CRUISE ACTUAL
10/W 11/E 12/W 13/E 14/W 15/E 16/W 17/E 18/W 19/E 20/W 21/E 22/W
$500,000
$550,000
$450,000
$400,000
$350,000
VOYAGE
$300,000
REVENUE
MS Noordam | Summer 2006
Eastern / Western Mediterranean
I frequently reached my targets for
and went beyond
24

26. MS Noordam, Med Summer Season 2006
‘Needless to say that Jacob far exceeds the targets for this season and has set the bar extremely high for the
next season… (He) has achieved the (passenger quality standards and ratings) on a season average, a task
not easily done on these European sailings with such high numbers of shorex participating guests.
Jacob is clearly in charge of his department in every sense of the way. He is a strong and dedicated leader,
who gets the job done at higher than anticipated results. It is obvious that Jacob has a higher mission in his
life on board to just perform his job. He really ought to be in our corporate office as he brings a refreshing
set of values and thoughts to work that both are apparent in his results as well as make his department and
our ships operations successful.’
Henk J. Mensink, Hotel Manager, MS Noordam, June 18 2006
Overall rating: exceeds expectations
For more evaluation statements from my Shorex career, see Appendix C
I consistently received excellent
from department heads
25

27. It was not unusual to be assigned assist-
ants who had no previous Shorex or desti-
nation experience, which was a big handi-
cap.
I always wanted my teams to be confident,
empowered and well-informed so to that
effect I devised lesson plans, introduced
team briefings and rotating duty rosters,
wrote manuals and cheat sheets, and took
as many staff as possible out on fam trips.
Many of the assistants I trained went on to
become successful managers and I hear
some of my training material is still in use.
I pioneered a lot of
previously not prioritized
26

28. This was the Noordam 2006 team – my
best team ever.
Their hard work set new revenue records
for Mediterranean itineraries, consistently
exceeding revenue targets by an average
of 20% for a full season
Three of them went on to become success-
ful managers in their own right
One went on to become my wife
That’s how good the teamwork was!
with continuously
to show for it
27

29. New team schedules with improved task
delegation, IPM (In Port Manning) duties
and rotating days off to increase efficiency,
lift team spirit and prevent ‘contract burn-
out’
A Mail-Merge procedure to print guests’
names and cabin numbers on the prepaid
ticket envelopes, rather than handwrite
hundreds of envelopes.
The use of Powerpoint slides during tour
dispatch in the Main Lounge to communi-
cate important tour information to guests.
Other Shore Excursion
I pioneered onboard
28

30. When Shore Excursion self-service kiosks
were installed on the Zuiderdam in 2004,
they went largely unnoticed by guests. It
was not hard to see why – the terminals
were discreetely embedded in the walls in
high-traffic areas and carried no signage,
save for a tiny notice on an otherwise blank
terminal screen.
Working with the IT officer I came up with
a way to install eye-catching PowerPoint
slideshows on the dormant screens to
attract guest attention. This innovation re-
sulted in an immediate quadrupling of
kiosk bookings and became standard fleet-
wide practice.
 Before
After 
Plus I was responsible for the
29

31.  Basic Safety Training in compliance
with STCW-95, regulation VI/1 § 2:
 Personal Survival Techniques
as set out in table A-V1/1-1
 Fire Prevention & Fire Fighting
as set out in table A-V1/1-2
 Practical training at Houston Fire Dept.
& Houston Community College Systems
 Elementary First Aid as
set out in table A-V1/1-3
 Personal Safety & Social Responsibili-
ties as set out in table A-V1/1-4
Norwegian Sea, 14.01.00 | 12.09.00
(Document # IH091200-01)
 ISO14001 Environmental Compliance
 Tier 1 – ISO14001 Familiarization Training
 Tier 2 – Basic ISO 14001 Training
Zuiderdam 13.03.04 | Westerdam, 12.05.05 |
Ryndam, 19.02.06 | Noordam, 30.04.06
 Security Training Level 2
Oosterdam, 30.07.04
 Crowd Management
in accordance with STCW Regulation V/3-1
Norwegian Sea, 24.07.00
 Marlin’s English Language Proficiency
Zuiderdam, 08.09.03 (Test score 91)
I obtained a number of
required for shipboard duty
30

32. and finally, I made an unforgettable
on the Statendam in 2004
31

33. Those familiar with the industry and the
realities of a shipboard career will already
know all they need to know about me at
this point.
For those that are not, please continue
with the next section to learn more about
what it takes to work on a cruise ship…
32

34. Sometimes when I tell people how I used
to work on cruise ships in faraway destina-
tions they respond with a knowing grin and
an ironic ‘Yeah, working hard, I bet...’
The implication being that life and work on
a cruise ship could not possibly be hard or
unenjoyable, but rather an endless succes-
sion of Fun in the Sun, parties and carefree
living in the lap of luxury.
33

35. ... there was a lot of that!
34

36. But it’s also the hardest, the most
challenging, the most engrossing job
I have ever worked and here’s why...
... there was a lot of that!
34

37. On a cruise ship, you finish work
when you are finished working!
This is no 9 to 5 job – you work until you are
finished with everything that needs to be
done that day and that can easily mean 10-12
hour working days with minimal breaks.
And you do that seven days a week for up to
six months at a time...
...while always smiling and being courteous.
Just saying.... It’s not for everyone.
Few jobs require longer
35

38. On a cruise ship, time is very finite!
Barring mechanical, medical or nautical
emergencies, the ship’s itinerary is set in sto-
ne and your Shore Excursion deadlines are as
solid and immovable as the shoreline you are
approaching. There are very few tasks you
can conveniently postpone – you are either
ready for it or you are ‘ed.
Under those circumstances, you quickly learn
to manage your time, streamline your proce-
dures and delegate your tasks effectively and
(hopefully) still have some free time left.
Few jobs require more
36

39. On a cruise ship, anything can
(and frequently does) happen!
Phone call from the Hotel Manager at 10:00
pm on the first night of the cruise:
‘Yeah, sorry for that late notice but the Captain
has decided to switch itineraries because of
hurricane Irene. You have until 9am tomorrow
morning to produce a new tour program for 4
different ports.’
And that’s all there is to it! Take a deep
breath, count to ten, and go back to work.
Few jobs require more
37

40. On a cruise ship,
you rarely work alone!
With only a handful of staff looking after the
tour arrangements for hundreds of guests in
each port, solid and effective teamwork is es-
sential to get things done on time. Everyone
pitches in with whatever tasks are still out-
standing and no one leaves the office until
everyone is finished.
You work, live and socialize with the same
people every day for up to 6 months at a
time, so everyone makes the extra effort to
cooperate professionally and get along.
Few jobs require more
38

41. On a cruise ship, you’re only ever a
wrong turn away from trouble!
Shore Excursion staff regularly meet and dis-
patch large tour crowds from inside the ship,
swiftly dispatching hundreds of guests
through narrow corridoors and stairwells, that
were never designed for this kind of intense
traffic.
Unless you have a finely tuned instinct for
how best to do that, you get congestion,
chaos, delays and complaints.
Few jobs require better
39

42. On a cruise ship, the
Devil is in the details!
When planning the Shore Excursion program
for an upcoming cruise, you may be dealing
with as many as 10-15 ports, each with an
average of 5-10 different tour options. That
quickly adds up to a myriad of tour details
that you had better get right in your set-up
and your sales material.
Any mistakes or typos in planning or adver-
tising can come back to bite you hard, cau-
sing you loss of revenue and guest com-
plaints.
Few jobs require more
40

43. On a cruise ship, customer
service is a way of life!
As part of the hotel staff you are expected
and encouraged to smile, greet, chat with
guests as well as answer any and all questions
as best you can – wherever and whenever you
are, on duty or off duty.
Not just at your work station, but when
moving about the ship, when trying to get a
quick meal in on the Lido Deck and even
walking around ashore. Customer service
quickly becomes second nature.
Few jobs require more dedicated
41

44. On a cruise ship,
you are selling dreams!
In Shore Excursions you are not selling a
product per se, but an experience and if you
want guests to come back for more it had
better be as good as (or better) than they
imagined it would be.
That means taking your time to talk to guests
and find out what they like, what they expect
and what they can do in order to guide them
to the most suitable and enjoyable option.
SHORE
EXCURSIONS
Few jobs require more finely honed
42

45. On a cruise ship, diplomacy
is a survival skill!
Ever heard of ‘Cruise Rage’? No? Well, let me
assure you, it exists! When balls are dropped
or expectations not met on someone’s dream
vacation, the fallout can be disproportionally
strong and highly vocal. And you had better
know how to deal with that.
And let’s not even get into what kind of
conflicts you can have within your own team
when one dislikes another or any of them
step out of line.
Few jobs require more
43

46. On a cruise ship, you work with up to
40 other nationalities every day!
And you interact on a daily basis with guests
from all around the world.
And as a Shore Excursions manager you ad-
ditionally work with local agents and staff in
several hundred destinations worldwide and
get to experience their cultures first-hand.
Respect and tolerance for all races, creeds,
and customs is a must. As a cruise ship em-
ployee you are a citizen of the world.
Few jobs require more
44

47. I hope you found this (relatively) brief
review of my Shore Excursion career infor-
mative and should you have in questions
about this part of my working experience, I
will gladly elaborate further.
I have previously given seminars and
courses on the cruise tourism industry,
local cruise handling and more for stu-
dents of tourism and for guides, and I re-
main available for such engagements in
the future.
45

48. (+45) 50 34 60 66
j.lyngsoe@outlook.dk
Jacob Lyngsøe
46

49. A visual review of my
DMC Key Account
Manager career
2007 - 2012
7 pioneering achieve-
ments from my career
with DMC 2007 - 2015
10 clues to me – a
personal presentation
on my LinkedIn page
Resume of a Great
Dane – my master
visual resume
47

51. A The Ships ..................................................................... I - III
B The Destinations ....................................................... IV – VI
C The Evaluations ......................................................... VII – X
D The Credits ................................................................. XI
49

52. NORWEGIAN SKY NORWEGIAN WIND
NORWEGIAN SEA NORWEGIAN DREAM
MS
MS
MS
MS
Assistant Manager 1999-2000
• East/West Carib from Miami
Assistant Manager 2000
• West Carib from Miami
• Repo Miami - Vancouver (via PanCanal)
Assistant Manager / Manager 2000-2001
• West Carib from Houston
Assistant Manager/ Manager 2001
• South America, Buenos Aires – Valparaiso
• Repo Valpariso - Miami (via PanCanal) -
Rome (Civitavecchia) - Dover
• Baltic Capitals from Dover
I

53. RYNDAM
VOLENDAM NOORDAM
ZUIDERDAM
MS
MS
MS
MS
Assistant Manager 2000 + 2001-2002
• Southern Carib from Ft. Lauderdale
• PanCanal Repo Los Angeles – Ft. Lauderdale
Assistant Manager 2000
• WestMed from Rome / Barcelona
• Repo Rome – Copenhagen V/V
• Baltic Gems from Copenhagen
Assistant Manager / Manager 2003 + 2006
• Alaska from Seward / Vancouver
• Southern Caribbean from Tampa
Manager 2003-2004
• East/West Carib from Ft. Lauderdale
II

54. OOSTERDAM STATENDAM
WESTERDAM NOORDAM
MS
MS
MS
MS
Manager 2004
• Pacific Mexico from San Diego
• Alaska from Seattle
Manager 2004-2005
• Pacific Central America & PanCanal
• Circle Hawaii from San Diego
• South Pacific Explorer from San Diego
Assistant Manager / Manager 2005
• WestMed from Rome / Barcelona
• Repo Rome – Copenhagen V/V
• Baltic Gems from Copenhagen
• Transatlantic repo Rome – Ft. Lauderdale
Manager 2006
• Transatlantic repo New York – Rome V/V
• East / West Med from Rome
III

55. Alaska
• Seward, Alaska
• Haines, Alaska
• Sitka, Alaska
• Juneau, Alaska
• Ketchikan, Alaska
• Victoria, British Columbia
Baltic / Norway
• Copenhagen, Denmark
• Aarhus, Denmark
• Warnemünde, Germany
• Tallinn, Estonia
• St. Petersburg, Russia
• Helsinki, Finland
• Mariehamn, Finland
• Stockholm, Sweden
• Visby, Sweden
• Kalmar, Sweden
• Ystad, Sweden
• Oslo, Norway
• Flåm, Norway
• Bergen, Norway
• Stavanger, Norway
Canada / New England
• Montreal, Québec
• Québec, Québec
• Saguenay, Québec
• Baie-Comeau, Québec
• Gaspé, Québec
• Charlottetown, P.E.I.
• Sydney, Nova Scotia
• Halifax, Nova Scotia
• St. John, New Brunswick
• Bar Harbor, Maine
Caribbean
• Nassau, Bahamas
• Freeport, Bahamas
• Great Stirrup Cay (NCL)
• Half Moon Cay (HAL)
• San Juan, Puerto Rico
• St. Thomas, USVI
• St. John, USVI
• Tortola, BVI
• Philipsburg, St. Maarten
• Basseterre, St. Kitts
• Roseau, Dominica
• Fort-de-France, Martinique
• Castries, St. Lucia
• Bridgetown, Barbados
• St. Georges, Grenada
• Port-of-Spain, Trinidad
For the sake of entirety, here is a comprehensive list of all the ports
I have visited in a Shore Excursion capacity, listed by region:
IV

56. • Palma de Mallorca, Spain
• Mahón, Spain
• Barcelona, Spain
• Séte, France
• Marseille, France
• Saint Tropez, France
• Cannes, France
• Ajaccio, Corsica
• Cagliari, Sardegna
• Monaco/Monte Carlo
• Genoa, Italy
• Livorno, Italy
• Civitavecchia, Italy
• Napoli, Italy
• Venice, Italy
• Messina, Sicily
• Catania, Sicily
• Palermo, Sicily
• Valetta, Malta
• Mgarr, Gozo
• Dubrovnik, Croatia
• Korcula, Croatia
• Corfu, Greece
• Katakolon, Greece
• Santorini, Greece
• Mykonos, Greece
• Pireas, Greece (Athens)
• Heraklion, Crete
• Kusadasi, Turkey
• Istanbul, Turkey
• Casablanca, Morocco
• La Goulette, Tunisia
Pacific Area
• Kona, Hawaii
• Lahaina, Maui
• Honolulu, Oahu
• Kauai, Nawiliwili
• Uturoa, Raiatea
• Vaitape, Bora Bora
• Opunohu Bay, Moorea
• Papeete, Tahiti
• Taiohae, Nuku Hiva
Caribbean
• Isla de Margarita, Venezuela
• Kralendijk, Bonaire
• Willemstad, Curacao
• Oranjestad, Aruba
• San Blas Isl., Panama
• Puerto Limón, Costa Rica
• Roatan, Honduras
• Puerto Barrios, Guatemala
• Belize City, Belize
• Costa Maya, Mexico
• Cozumel, Mexico
• Cancun, Mexico
• Georgetown, Grand Cayman
• Ocho Rios, Jamaica
• Houston, Texas
• Tampa, Florida
• Key West, Florida
Mediterranean / N. Africa
• Gibraltar, Great Britain
• Ceuta, Spain
• Valencia, Spain
V

57. Transatlantic / US East Coast
• Las Palmas, Gran Canaria
• Ponta Delgada, Azores
• Horta, Azores
• Funchal, Madeira
• Hamilton, Bermuda
• Norfolk, Virginia (drydock)
• New York, New York
• Ft. Lauderdale, Florida
• Miami, Florida
Western Europe
• Dover, England
• Harwich, England
• Amsterdam, Holland
• Rotterdam, Holland
• Antwerp, Holland
• Le Havre, France
• Vigo, Spain
• Cádiz, Spain
• Lisboa, Portugal
South America
• Montevideo, Uruguay
• Buenos Aires, Argentina
• Puerto Madryn, Argentina
• Ushuaia, Argentina
• Port Stanley, Falkland Isl.
• Punta Arenas, Chile
• Puerto Chacabuco, Chile
• Puerto Mont, Chile
• Castro, Chiloe Isl., Chile
• Talcahuano, Chile
• Valparaiso, Chile
• Coquimbo, Chile
• Iquique, Chile
• Arica, Chile
• Lima, Peru
• Manta, Equador
• Cartagena, Columbia
• La Guaira (Caracas),
Venezuela
• Puerto Ordaz, Venezuela
(Orinoco River)
Pacific Central America
• Ensenada, Mexico
• Cabo San Lucas, Mexico
• Puerto Vallarta, Mexico
• Mazatlan, Mexico
• Manzanillo, Mexico
• Zihuatenejo, Mexico
• Acapulco, Mexico
• Santa Cruz Huatulco, Mexico
• Puerto Quetzal, Guatemala
• San Juan del Sur, Nicaragua
• Puntarenas, Costa Rica
• Amador, Panama
• Gatun Lake, Panama
Pacific North America
• San Diego, California
• Los Angeles, California
• San Francisco, California
• Astoria, Oregon
• Gray’s Harbor, Washington
• Seattle, Washington
VI

58. MS Oosterdam, Alaska
Summer Season 2004
‘Jacob is keen on recognizing (revenue) oppor-
tunities and making them happen… Targets
were met during the last several cruises during
Jacob’s tenure and because of his persistence in
setting up the parameters to do so, the 2005
season should start off at a higher level than
2004.
Jacob communicates well with tour operators
and the corporate office, discussing in his weekly
reports ways to improve and critical points to be
considered. Good analytical skills and logistic
knowledge. Excellent (communication skills),
clear and concise with a friendly demeanor.
Here are some select quotes from contracts evaluations I have received
over the years, both from Holland America and from Norwegian:
Jacob’s calm and professional demeanor is
reflected on his staff and projected to our guests,
giving them a sense of comfort knowing that
they are being professionally and efficiently
dealt with. Jacob developed a new assistant as
well as kept his current staff at a nice level of
production, developing a good overall team.
Jacob is an integral part of the team when it
comes to devising solutions or overcoming
problems and can be relied upon to handle such
events receiving positive results.’
Mark Pells, Hotel Manager, ms Oosterdam
August 12, 2004
Overall rating; exceeds expectations
VII

59. MS Zuiderdam, Caribbean
Winter Season 2003-2004
Jacob is a committed and knowledgeable
manager who ensures he and his staff do the
best possible. (He) handles the vagaries of the
Shorex operation in a confident and professional
manner. Solid performer with a calm communi-
cation style that is a useful asset in his position.
He leads his teams effectively and has had no
personnel problems. He has demonstrated good
abilities to cope with the inevitable pressure and
emergency situations that come with the
position. Jacob interacts well with both guests
and co-workers and is a respected member of
the departmental team.
P. Fealy, Hotel Manager, MS Zuiderdam,
January 7, 2004
Overall rating; achieves expectations
MS Ryndam, Alaska
Summer Season 2003
Jacob is a thorough worker and sees a job
through from start to finish to make sure each
task is done correctly and on time… (his) calm
and clear approach is something that is a big
strength in a situation that can most of the time
be quite hectic. Jacob’s first language is Danish
although with no accent, you would not believe
it, He is fluent in German as well as English. He
communicates well with all in a friendly positive
manner. Jacob is a popular team member. His
approach is positive and this does rub off to
create a great working relationship
Victoria Swift, Shore Excursion Manager, MS
Ryndam, August 28 2003
Overall rating; exceeds expectations
VIII

60. MS Volendam, Caribbean
Spring Season 2003
Jacob is pleasant with the guests, yet maintains
his authority as/when it is required in terms of
guests’ queries. Wonderful to work alongside
and always positive and supportive of the
manager’s decision, as well as providing valu-
able input himself. Jacob has the ability to step
up to a manager’s position whenever. He has an
excellent working knowledge of the entire
department.
Kassie Peters Walker, Shore Excursion Manager,
MS Volendam, April 16, 2003
Overall rating; achieves & exceeds expectations
MS Volendam, Caribbean
Winter Season, 2001 – 2002
Jacob is very positive and represented the
department in a professional manner. (Jacob
operated) with extreme dedication; on many
occasions completing projects before they were
due to be completed. Jacob is extremely depen-
dable and adapts well to changing priorities,
schedules etc. as required. He is a strong team
player and assists in any shorex duties as
required.
Kevin Farwell, Shore Excursion Manager, MS
Volendam, February 2, 2002
Overall rating; achieves & exceeds expectations
IX

61. MS Norwegian Dream, South America to
Europe Spring season 2001
Jacob has done an excellent job as Shore
Excursion Manager on a ship where it is an
extremely difficult and time consuming job. He
always conducts himself in a very professional
manner, is extremely conscientious and his
shorex presentations are always very polished
and on the ball from the point of view of
information. Shores revenue has been extremely
high under his management. We would love to
have him back.
Brian Walters, Hotel Manager, MS Norwegian
Dream July 30, 2001
Overall rating; excellent (5 out of 5)
MS Norwegian Sea, Carib bean
Winter Season 2000 – 2001
…l have found (Jacob) to be extremely capable
in this position. His desire to give high quality
service to guests and his intentions on a weekly
basis for increased revenue make him an
integral part of the Cruise Staff and Shore
Excursion Team. Thank you for a job well done.
Lawrence Lee, Hotel Manager, MS Norwegian
Sea, January 7, 2001
Overall rating; excellent/very good
X

62. Front slide / VEDM in PanCanal - halcruises.com
Page 4 / Shorex brochures – hollandamerica.com
Page 14 / NADM at sea - nieuw-amsterdam.blogspot.com
Page 15 / Norwegian Sky – dunenovels.com
Page 15 / Noordam - www.panoramio.com
Page 16 / Norwegian Sky png - Cruise-ships.com
Page 17 / Cruising through Venice – www.seabreezes.co.im
Page 18 / Itinerary maps – hollandamerica.com
Page 19 / World map png – airdot.net
Page 21 / ZUDM verandas - flickr.com
Page 22 / Guests NCL - blog.icruise.com
Page 22 / Guests HAL – wetu.com
Page 48 / Cruise ship sunset - whotalking.com
Appendix B / Ship PNG’s – Cruise-ships.com
All other images used taken or owned by creator.
XI

63. 2015