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POWER AT WORK Capt. Pete built by Pan Isles Inc. powered by twin Scania 16-liter V8 engines Gulfport MS Complete and Committed. THE SCANIA MARINE SOLUTION. Out there confidence in performance reliability and operating economy are the only things that count. With this in mind we created the Scania marine solution An array of flexible options including ratings equipment instrumentation and transmissions. Whatever your specification we will provide you with the optimal Scania marine solution. Power at work every inch of the way. NortheastGreat Lakes Mack Boring Parts Co. 908-964-0700 Northwest Western Canada Cascade Engine Center 206-764-3850 Southeast Kraft Power 800-394-0078 Southwest Boatswains Locker 949-642-6800 Gulf Coast NRE Power Systems 504-393-7272 CentralEastern Canada ADF Diesel 800-517-1489 DISTRIBUTORS PASSENGER VESSEL ASSOCIATION tel 1 800 807-8360 fax 703 518-5151 NOVEMBER 2015 FOGHORN 3 Volume 14 Number 10 NOVEMBER 2015 FOGHORN USPS Number 023-702 is published monthly except combined JanuaryFebruary by Philips Publishing LLC 2201 West Commodore Way Seattle WA 98199. Periodicals postage paid at Seattle WA and at additional mailing offices. POSTMASTER Send address changes to FOGHORN co Passenger Vessel Association 103 Oronoco Street Suite 200 Alexandria VA 22314. Copyright 2015 by the Passenger Vessel Association. All rights reserved. No part of this publication may be reproduced without the written consent of the Passenger Vessel Association. PRINTED WITH SOY INK FOGHORN Focus FOGHORN is a monthly publication of the Passenger Vessel Association. Copyright 2015. All rights reserved. President Dave Anderson Fire Island Ferries Bay Shore NY Vice-President Margo Marks Beaver Island Boat Company Charlevoix MI Secretary-Treasurer Jeff Whitaker Hudson River Cruises Inc. Kingston NY Board of Directors Bob Bijur Island Queen Cruises Miami FL Chip Collopy Shoreline Marine Company Chicago IL Jim DeSimone Staten Island Ferries Staten Island NY Gus Gaspardo Padelford Packet Boat Company St. Paul MN Bob Lawler Entertainment Cruises Boston MA Alison Nolan Boston Harbor Cruises Boston MA Bob Scribner Charleston Harbor Tours Charleston SC Coleen Stephens Stan Stephens Glacier and Wildlife Cruies Valdez AK Jim Swindler Golden Gate Ferries Larkspur CA Associate Member Representative Carl Micu John Deere Power Systems Waterloo IA Past Presidents Terri Bernstein BB Riverboats Newport KY Immediate PVA Past President Carolyn Horgan Blue Gold Fleet San Francisco CA PVA Past President Paul Belforti Entertainment Cruises Inc. Chicago IL PVA Past President Executive Director John R. Groundwater Legislative Director Edmund Welch Regulatory Affairs Consultant Peter Lauridsen Director of Finance Leslie Kagarise Director Public Affairs and Development Jennifer Wilk Director of Regulatory Affairs and Risk Management Eric Christensen General Counsel Steven Bers Whiteford Taylor and Preston Editorial Ofces Managing Editor Karen Rainbolt 2771 Houston Dr. Los Osos CA 93402 tel 571 388-7752 Contributing Editor Richard Purinton Washington Island Ferry Line Washington Island WI Advertising and Business Ofces Publisher Peter Philips Advertising Sales Bill Forslund bill 2201 West Commodore Way Seattle WA 98199 tel 206 284-8285 fax 206 284-0391 Customer Service About the Cover Great Lakes operator Madeline Island Ferry Line La Pointe WI enjoyed a robust tourism season in 2015. Story page 6. 6 Listening and Responding to Customers Is the Key to Success Keeping customers satised takes a well- coordinated management plan according to Colleen Stephens and Robin Trinko- Russell. Learn what they do in Alaska and Wisconsin to keep customers happy and coming back. 11 Building a Culture of Customer Service Bob Shaw returns with a sage advice on how building a corporate culture around customer service will provide strong returns on your investment toward happy passengers. 26 Washington DC Welcomes the PVA Annual Convention at MariTrends 2016 The nations capital beckons PVA members to one of the worlds most interesting cities. It will host the PVA Annual Convention at MariTrends 2016 January 23-26. Discover for yourself all that Washington offers vessel operators. Columns 4 Presidents Letter 5 Executive Directors Letter 14 Regulatory Report 16 PVA Calendar 17 Legislative Report 20 How PVA Benets You 22 Safety Matters 28 Member News 30 New Members 30 Advertisers Index 4 NOVEMBER 2015 FOGHORN Its Not Just Inspections and ComplianceIts About the Passengers Experience We prepare pre-season in-season and post- season in aspects of readying our vessel fleets for a flawless operating season. A season without operational breakdowns and marine casualties is the goal of every owneroperator that we all strive to achieve. Not to be overlooked is our ridership. How do we maintain the balance between providing safe reliable service and providing excellent customer service These two entities go hand in hand. After all its about the ex- perience and what you can do to enhance that experi- ence for your passengers. Wikipedia defines customer service as the provision of service to customers before during and after a purchase. Accordingly it may vary by product service industry and individual customer. The percep- tion of success of such interactions is dependent on employees who can adjust themselves to the personal- ity of the guest. We are in a world where websites and social media highlight help and share buttons. However customer service should not be a department. Customer service is everyones job regardless whether you are a sixteen-year-old first-year deckhand or the chief executive officer of your company. Ultimately customer service has both positive and negative trickle-down effects. Imagine how you hire and treat your employees and thenconsider that your employees will pay that respect kindness and patience along to yourcustomers. The reality then is that customer service becomes everyones job not just yourfront line of employees or customer service repre- sentatives. Whats more important it happensevery- where. Whether its in-house or online through social media and blogging. Ultimately customer service starts at the top. If your CEO doesnt have your passengers at theforefront of their business plan the rest of the company will feel it. Is the head of your companytaking customer service calls or emails Is he or she hopping on the company social media pages to make sure allcom- plaints are being handled swiftly and responsibly If not chances are your employees seethe divide and passengers arent having the kind of experience they could be having. Even themost high-ranking execu- tives showing the fluid nature of customer service will create waves ofchange. Customer service creates an environ- ment of one-to-one communication. This intimacy createsa special opportunity to build a relationship with your passengers and businesses you may serve. Ditching the script and allowing your employees to do offthe cuff customer service can result in the greatest successes. Employees are happy customersare happy and service ratings can skyrocket. When you give your employees the chance tobe the experts youre giving them respect responsibility and a chance to shape a passengers experience. Every employee has the chance to make or break a company whether they understand that roleor not. Its important to make sure everyone from the people sweeping your docks to thehighest executives whether on Twitter or working in the yard understands that they arebrand ambassadors. Treating your passengers with courtesy goes without saying right But how many times have you heard stories of customers being treated rudely How many times have you been treated rudely as a customer These reactions negate the experience. Remember every time you and your employees make contact with a passenger whether its by email phone written correspondence or a face-to-face meeting the interaction leaves an impression. Using conciliatory phrases such as Sorry to keep you waiting Thanks for riding with us Youre welcome and Its been a pleasure helping you demonstrates not only your commitment to customer satisfaction but also your dedication to courtesy. We all know the customer isnt always right. However the point is to provide good service and maintain customer loyalty not to win arguments. Focus on how to fix the problem not whos wrong or right. Often all it takes is a little bit of consideration to calm down an irate person. Listening is an essential skill if your passengers sense that youre really hearing their concerns it will go a long way toward soothing ruffled feathers and you may learn something as well. Finally customer satisfaction surveys are a great tool to drive regular communication between you and your customers. They can act as a reminder that youre there and that you value their business. Poll them on them how theyre doing what suggestions they might have and consider offering loyal customers swag or rewards for answering your surveys. Making passenger LETTER FROM THE PRESIDENT Dave Anderson LETTER FROM THE PRESIDENT CONTINUED ON PAGE 30 NOVEMBER 2015 FOGHORN 5 LETTER FROM THE EXECUTIVE DIRECTOR John Groundwater PVA Advocacy in Action I am always impressed by the outstanding response from PVA members when they are asked to help their association with a pressing issue or an important project. Over the years PVAmembers have come together time-and-again to lend their energy and expertise to a variety of important associa- tion activities. For example after 911 PVA ferry operators worked with the Coast Guard to calm fears about security aboard ferry vessels. A similarly committed group followed up to help create the PVA Alternate Security Program which saved members thousands of dollars in security plan de- velopment costs. In PVAs early days PVAs Safety and Security Committee then the PVASafety and Loss Control Committee worked tirelessly to develop materials and guidance to raise the bar on safety within the passenger vessel industry. In recent years the committee developed videos on a variety of pressing crew training topics. The committee is also currently developing a comprehensive PVA members-only Safety Management System called FLAGSHIP which is very close to being finalized. This well thought-out voluntary program will allow PVA members to easily launch an SMS in their businesses and as a result reap the rewards of continuous improvement of safety in their busi- nesses. And most recently the PVA Safety and Security Committee is working closely with the Coast Guard to identify the root causes of passenger slips trips and falls with the goal of developing non-regulatory guidelines to assist in reducing such occurrences. Over the last few months PVA members have rallied once again to work persuade Congress to repeal the current Out-of-Water Survival Craft Law that is scheduled to go into effect on February 26 if the law is not changed. PVA members and staff are working tire- lessly on this issue. Special thanks must go out to the many PVA members who have written their Senators to urge them to repeal the current law and to ask them to reject the one-size-fits-all approach to lifesaving and to preserve the Coast Guards authority to determine ap- propriate safety measures based on risk analysis. This is a sound approach to risk management that PVA and its members support vigorously. It has worked effectively in the past and will work well into the future. While we have had a great response from PVA members the need to continue to press Congress on this issue continues. If you have not communicated with your Senators about this please contact PVA Legislative Director Ed Welch at 1-800- 807-8360 x27 or ewlechpassengervessel. com as soon as possible. Setting Sights on Washington D.C. While we are talking about Congress government regulation and advocacy let me draw your attention to the PVAAnnual Convention at MariTrends 2016 which is scheduled January 23-26 here in Washington D.C. Holding the PVA Annual Convention at MariTrends 2016 in our nations capital makes it possible to involve a wide range of representatives from throughout our federal government and likewise gives you an opportunity to interact with them and to discuss issues of importance to you and your business. Whether you have visited Washington D.C. often or not at all the city is an exciting destination with plenty to do. An incredible array of museums historic venues tours theater restaurants and sporting events abound. Believe it or not January temperatures in this region can be quite manageable. While snow can certainly be a factor at this time of year it also not uncommon to experience very moderate temperatures. While we do not have a crystal ball on the weather we can assure you that there will be plenty to learn and experience. An exciting array of sessions are being planned just for you and PVAs loyalAssociate members will be showcasing the latest in products and services for passenger vessel operators in the MariTrends 2016 exhibit hall. In addition the PVA 2016 Convention Committee is working on a variety of boat events including the ever popular Meet and Greet the PVAFleet to ensure that you also experience all that Washington D.C. has to offer from a water vantage point. I hope that you will make plans to join us for this exciting convention. In the meantime please let me know whenever we can be of assistance to you. Sincerely John R. Groundwater Executive Director n 6 NOVEMBER 2015 FOGHORN FOGHORNFOCUS CUSTOMER SERVICE Listening and Responding to Customers Is the Key to Success By Karen Rainbolt FOGHORN Managing Editor I was recently tickled to pick up the September edition of my AAA magazine Westways and find an article about PVA Vessel member American Queen Steamboat Companys American Empress. The travel writer Mike Harris thorough- ly enjoyed his eight-day overnight voyage on the Columbia River in Oregon and Washington following the storied path of famed explorers Lewis and Clark and their trusty guide Sacagawea. While I really liked the article who wouldnt want to go on a river cruise what caught my attention was the sidebar piece Aboard the Empress. One sentence in particular jumped out at me Dont be surprised if youre greeted by name by the second day. Wow. Harris explains in his article that there are 82 staff members along with four captains to support a maximum of 224 passengers. Thats an excellent ratio for personal service but knowing that crewmembers are able to identify each guest by name on day two is outstanding and an accolade that deserves to be recog- nized and celebrated. It was certainly noticed by the travel writer. Are there other things that you and your staff can do to make a passenger feel noticed and appreci- ated Ferry operators for example who offer daily commutes have an opportunity to get to know frequent riders by sight by name and by habit. For example remembering a passengers coffee order at the snack bar is a nice way to say good morning to a customer who always takes the same ferry to get to work. Welcome aboard Bob Would you like your usual large coffee with one cream and two sugars this morning Stan Stephens Glacier Wildlife Cruises Valdez AK is a tour boat operation and doesnt have daily commuters. But company president and PVA Board of Directors member Colleen Stephens fully understands that offering top-notch service is paramount to her customers who venture to Alaskas Prince William Sound for seven and nine-hour ex- cursions. As we train our coworkers at the start of each season we attempt to instill our familys simplistic philoso- phy on customer service We started this business with one small boat that we also lived on said Stephens. We believed that each and every day we simply welcomed our guests into our home and shared with them the place we loved. The operators of Madeline Island Ferry Line La Pointe WI recognize that those who travel to the Lake Superior island on the ferry have many things on their minds so ferry Vice President and former PVA President Robin Trinko-Russsell says that their staff strives to provide a level of service that meets the unique needs of their visiting passengers. Madeline Island Ferry Line realizes that the ferry ride is only one of the potential attractions and use for disposable visitor income so its important that we as a business and employees work together to promote the whole area island mainland and outlying communities Trinko- Russell explained. What that means is that ferry crews are trained to engage customers in conversations that extend beyond the vessel operation. After all for many first-time visitors to the island the ferry and its crew Valdez Spirit operated by Stan Stephens Glacier and Wildlife CruisesValdezAK is 82-feet long carries 149 passengers and was built by All American Marine in 2005. Fast and Smooth Quickshift Technology Expansive Global Service Network Complete Propulsion Systems Unparalleled Reliability WE PUT HORSEPOWER TO WORK Operate Fast and Smooth Quickshift Expansive Global Service Network Complete Propulsion Systems Unparalleled Reliability with with confidence 8 NOVEMBER 2015 FOGHORN FOGHORNFOCUS CUSTOMER SERVICE may form their initial impression of Madeline Island. It is important to answer every visitors question each time like it is the first time you heard it said Trinko-Russell. Regardless of what your job is you must be familiar with island and area attractions including lodging restaurants shops other boat cruises and the museums that visitors may want to explore. In other words the ferry staff are taught to really listen to what customers are saying and try to give them a what Trinko-Russell defines as a realistic picture of what the area and island have to offer. This helps to create memorable experi- ences for visitors that emphasizes the positive unique aspects of the island Lake Superior and the region. For example ferry crew strive to resolvetalk throughempathize with a customers problem whether or not a ferry issue Trinko-Russell explains. Examples include disap- pointment that shops arent open at a particular time a restaurant did not meet expectations weather complaints campground concerns or issues with spotty cell phone coverage. Clearly ferry crews cannot solve any of these issues but they do offer a sympathetic ear and the provide feedback to the business at- traction or the chamber of commerce that may be able to offer solutions. In Alaska Stephens also en- courages her employees to exercise exemplary listening skills when dealing with customers. In our training we discuss a variety customer service areas and provide our co-workers the tools that they will need to engage and keep EASY MANEUVERABILITY Give your passengers a smooth ride with reliable John Deere PowerTech propulsion and generator drive engines. With high torque and low-rated rpm they deliver excellent vessel control and quiet operation. For easy navigation on the water Nothing Runs Like A Deere. JohnDeere.commarine 56 to 559 kW 75 to 750 hp our guests satisfied Stephens stated. We talk about the assumptions we should automatically make relative to a guests expectations and how to listen remedy and respond to a guest problem if one occurs. Most importantly we encourage our crew to solve all problems a quickly as they can and we work to support their solutions. Chances are good t h a t i f t h e t r a v e l writer Harris were to take a tour on one of Stephenss excursion vessels hed be pleased with the interactions that take place between the customers and the crew during every cruise. We set a goal that each guest on board our tours has a chance to interact with an Alaskan--one of our crew Stephens explained. This gives customers a direct and personal connection to their expe- rience our community and Prince William Sound. Sometimes that con- nection is as simple as a hello. Or it may be an hour-long conversation about a topic of interest. We also find that if our guests have a trust in one of our crew and they have a problem or complaint they are more likely to bring it forward to them immediately so we can address it. Of course no business is 100 percent perfect all the time. Mollifying irate or dissatisfied customers is important so knowing how to do that effectively could be the difference between keeping a customer or hearing about a bad ex- perience on social media. Madeline Island Ferry Line employees or management dont always get it right so its important to listen to customers concern apologize for any lapse in services give a refund or do what it takes to Left Robin Trinko-Russell and right Colleen Stephens. NOVEMBER 2015 FOGHORN 9 FOGHORNFOCUS CUSTOMER SERVICE 1 920.686.5117 burgerboat.comcommercial Burger is recognized worldwide for quality custom vessels that provide years of dependable service. Quality Commercial Vessels... Built by Burger to Your Requirements Aluminum and Steel Fabrication Passenger Vessels Research Vessels Fast Crew Boats Fast Supply Boats Wind Farm Support Vessels Fishing Vessels Other Vessels to 260 80m RV ARCTICUS Delivered October 2014 CHICAGOS CLASSIC LADY Delivered May 2014 LUCIA Delivered June 24 2015 89 27m Steel Passenger Vessel Proudly built in the USA See us at the W orkBoat Show Dec 1-3 Booth 4510 resolve the situation Trinko-Russell said. Every customer is an ambas- sador for your attraction city and are and disappointed customers seem to talk more about negatives than satisfied customers share their positive experience. To counter any potential bad publicity and possible loss of customers the ferry line has taken several steps to resolve problems. The first step is to provide feedback to the original employee handling customer with issues not to blame Trinko- Russell says but to help get it right the next time and of the situation warrants it to make necessary changes to ferry line policyproce- dures. Getting it right is paramount to Stephens operation as well. A large percentage of our guests are repeat travelers and families that book with us on a yearly basis. Therefore it is essential that we watch for dissatisfied guests and provide a chance to correct any service errors. To make corrections Stephens has a set of informal processes that allow the company to monitor and respond to customer concerns. These processes include having everyone on the payroll keeping their ears to the ground and responding to issues immediately if they arise. Finally we have a member of our management team engage with guests at each departure and arrival of a tour said Stephens. This allows all guests and co-workers to involve us in a solution if necessary. Staffing makes a difference. The ferry line strives to hire especially for summer seasonal positions people with good customer service skills Trinko-Russell said. She looks for job applicants who smile and like to talk to customers candidates who have a solid history of work experience stellar attendance records and good references. Its harder to teach to basic customer service skills and positive attitude than many of specific job duties skills needed for ticket collect- ing computer skills basic deckhand skills or the little idiosyncrasies of our particular business Trinko- Russell said. Stephens has found that leading by example to be the best way to encourage good service skills. Her mother Mary Helen who co-found- ed the company with her husband Stan Stephens is a model of excep- 10 NOVEMBER 2015 FOGHORN FOGHORNFOCUS CUSTOMER SERVICE tional customer service for others new to the company. Stephens tells this story My mother Mary Helen is well known for going over the top on many occasions by sending guests copies of research on a glacier they visited going to six hotels to find the guest who left a set of binocu- lars behind or urging our captains to go around one more spectacular blue iceberg for guestseven if we had already visited many. In each of these situations we typically receive letters thanking us for her outreach and passion. But more importantly we have seen our younger staff pick up her habits and style. Anecdotes like Mary Helen Stephens enthusiasm for her customers matter now more than ever. In the age where business- es can soar--or sink--depending on online customer reviews on sites like Twitter Instagram Yelp Facebook and TripAdvisor en- couraging customers to leave good reviews is as critical as mitigating bad ones. Stephens team strives to prompt positive feedback through a variety of means. We attempt to embrace sites where guests can review our product she said. In fact we encourage them to do so explained Stephens. On our vessels we have placards that ask guest to share their day and spread the word about our tours. These placards have a QR code with a direct link to access our Facebook page as well as suggested hash tags to use when posting. If guests ask our crew one-on-one where they should post a review we have armed the staff with a supply of business cards containing the same information. As many who have ventured into the social media realm have already found that despite the best inten- tions to manage the reviews not all comments are what vessel operators would like to have publicly posted. Stephens advised that its important to keep a close eye on those sites. At the same time that we encourage folks to post their reviews we monitor those reviews and make follow-up comments where beneficial or necessary to a negative review she said. But we respond with a cautious approach not all bad reviews will be improved by a follow-up comment. You need to assess when to respond. n 2570 Beverly Dr. 128 Aurora IL 60502 T 630.236.3500 CENTA Power trAnsmIssIon LeADIng By InnovAtIon USA based production Over 20 unique designs Over 16 million sold Torsional vibration experts Trust CENTA The Global Innovator Since 1970 CENTALINK Carbon Fiber Driveshafts Innovative flexible couplings for marine applications NOVEMBER 2015 FOGHORN 11 FOGHORNFOCUS CUSTOMER SERVICE Oshore support vessels Passenger ferries Naval Military vessels I n previous articles I discussed culture which by determining how the thousands of tasks are done in a business is the foundation of a great organization. In our world great customer service is integral to great culture. Top-notch customer service can be hard to define but to paraphrase Justice Potter Stewart we know it when we see it. A friend who was a leader in Canadian hos- pitality taught me you cant deliver a level of customer service greater than you previously received per- sonally. Therein lays a key paradox for our industry how do you deliver superior service when the bulk of our crew is so young and inexperienced Well never get there by designing the 10000-page manual that meticu- lously lays out every scenario. The world moves too fast and you cant disseminate never mind support such knowledge. Nordstrom designed its customer service around only one rule use good judgment in all situations. So while the giant manual isnt the answer reality is closer to Nordstroms solution when you trust everyone to act on your Building a Culture of Customer Service By Bob Shaw Industry Consultant vision. Designing a service system as the center of your culture will transform your organization. Start with your Vision. This acts as the North Star to re-orient all to your vision what you are trying to do. The Ritz Carltons We are ladies and gentlemen serving ladies and gentlemen has endured wonder- fully for decades. The mission of the Army and Navy Club in Washington D . C . i s S e r v i n g t h o s e w h o served. Another fantastic one came from a resort company A lifetime of awesome vacations. Finally the 12 NOVEMBER 2015 FOGHORN FOGHORNFOCUS CUSTOMER SERVICE Find your local sales rep at www.portsupply.comcontact-us or email us at for more information. USCG regulations have changed Know which AIS device you need. em-trak A100 AIS Class A Transceiver Fully USCG certified for all commercial vessel installations at deep sea and in coastal and inland waters. Single unit solution Small and lightweight Rmax technology for high performance Simple to install and configure Rugged design Intuitive user interface Model 12333944 Commercial vessels in United States waters must have a USCG-certified Class A or B AIS transceiver operational at all times by March 2016. PVA Member Price 1798 Hornblower companies unite under their We create amazing experienc- es banner. These vision statements clearly illuminate their organiza- tions fundamental purposes. Next up the values the organiza- tion wants to play by. They should be unique to the organization and not generic like motherhood and apple pie. Disneys Four Keys are safety courtesy show and efficien- cy. A mnemonic is a wonderful way to help the crew remember the values. Hornblowers RESPECT stands for Respect Environment Safety Professional Exceed Communication and Team. The American Queen Steamboat Company deserves a prize for cre- ativity and fun with their STEAM values for Safety Teamwork Enthusiasm Accountability and Memorable experiences. Define each value by giving several examples of what you mean and bring the value to life. For example safety might be follow safety standards and instructions or put safety ahead of speed or find a safe way or dont do it. As a leader I loved handling daily chal- lenges by asking our team about obstacles through the lens of each value. Now we train our team on Hospitality Behaviors. These are specific customer service rules that everyone must instinctively practice. And when done consis- tently they are the secret sauce of service. Such hospitality behaviors might include Question and Listen. Ask others how you can help. Actively listen to understand the words and feelings behind the words. Use the Guests Name. Dale Carnegie said the sweetest sound in any language is the sound of your own name. Showing the guest respect and your personal interest is the best way to start any interaction. The 10 and 5 rule. When the guest gets within 10 feet of any crew- members they cease their conver- sations and look at the guest. And when they get within five feet of any crewmembers the crew initiates a verbal response such as Good morning or Can I help you. No more waiting for staff members to finish their conversa- tions before addressing the guests Eye Contact. Increase confidence and trust by looking others in the eye while speaking to them. Thanks. Let your words be the last ones when parting. NOVEMBER 2015 FOGHORN 13 FOGHORNFOCUS CUSTOMER SERVICE Your customers enjoy dependable service while you get the power and fuel efficiency to keep your business up and running. And the Cat global dealer network is always where you need them when you need them. Bring Cat engines onboard today. Visit your local Cat marine dealer or learn more about us at marine.Cat.Com Your passengers rely on you. You can rely on us. 2013 Caterpillar. All rights reserved. CAT CATERPILLAR BuILT foR IT their respective logos ACERT Caterpillar Yellow and the Power Edge trade dress as well as corporate and product identity used herein are trademarks of Caterpillar and may not be used without permission. 3512C Tier 3C32 ACERT Tier 3C18 ACERT Tier 3 Cat_PVA Ad_Rely On You.indd 1 7113 239 PM The last element of a service system is Recovery Steps. These are the steps that you take when things dont go well. Those specific steps involve scripting out responses to your most frequent issues an entre is served cold the guest desires another table or we havent met ex- pectations and incrementally doing a better job on the response and eventually solving the core problem. Somewhere along the way you are thinking this is all common sense. Hopefully it is and our rejoinder is that this is all common sense yet uncommon practice. I remember when the economy got super-hot and I asked new hires what attracted them to join us when I knew they all had multiple offers. They responded that they couldnt quite put their finger on it but my company seemed different. And that difference will make your organization uncommon- ly good. By the way all this applies to how we interact with our crew the internal guests. If we are acting dif- ferently behind the scenes to each other we dont have a prayer of treating the guests as if they were on a pedestal. I deplore a captain or chef who yells at any crewmem- ber. After nearly 40 years of lead- ership experience I believe the 1 need we all have at work is to be respected. Treating each other like we treat our best customers makes our world a lot better. So this is deceptively simple yet incredibly hard to achieve. A Service System of Vision Values Hospitality Behaviors and Recovery Steps all led from the top and continuously rein- forced through example will ignite your front line. Youll be amazed with their creativity in delivering world-class customer service. And your guests and fellow crewmem- bers will love the insanely great wow stories created. n About the Author Bob Shaw is a veteran industry executive having led over 100 vessels responsible for over 10 million passengers a year. He can be reached at 14 NOVEMBER 2015 FOGHORN REGULATORYREPORT By Peter Lauridsen PVA Regulatory Affairs Consultant Let MCM manage your insurance so you can focus on your voyage MCM is a leading independent insurance brokerage based in the Pacific Northwest. Our marine practice group has more than 100 years of combined experience placing insurance and managing the marine industrys unique risks. Whether were working with vessel operators builders repair facilities or suppliers we create specialized solutions that meet each clients needs. EMpLoyEE BEnEfits ExECutivE BEnEfits REtiREMEnt pLans insuRanCE advisoRy pRopERty CasuaLty Contact Damon L. Nasman at 206 262-6375 or email OVER 65 YEARS COOLING THE MARINE INDUSTRY R.W. Fernstrum is committed to providing long-lasting quality cooling systems. Our engineers work with you to custom design a solution that meets the needs of your vessel and operating conditions. GRIDCOOLER Keel Cooler Tranter Heat Exchangers WEKA Boxcooler Heat Exchangers WEKA Boxcooler ENGINEERED COOLING SOLUTIONS. 906.863.5553 Photo courtesy of Blount Boats Inc. A_RW01-0115-FogHorn-Ad-Blount-Boats-Final.indd 1 1815 316 PM T he Code for Safety to Life from Fire on Merchant Vessels 2013 edition National Fire Protection Association or NFPA 301 started life years ago as an idea for a solution to what was confusing inconsistent and in some cases non- existent structural fire regulations for merchant vessels. Our interest was in passenger vessels. The committee that was formed in the mid-1990s consisted of members from many vessel and fire protection interests. The passenger vessel industry was represented by Archie Nichols of Nichols Brothers Boat Builders Terry Wirginis of Gateway Clipper Fleet and myself as committee members along with our designated alter- nates. The committee chairman was Morgan Hurley of the U.S. Coast Guard. The structural fire protection regulations for passenger vessels at the time that the committee was formed consisted of Subchapter H for passenger vessels 100 gross tons Questioning the Usability of NFPA 301 for Fire Protection on Vessels NOVEMBER 2015 FOGHORN 15 REGULATORYREPORT HSCCODEANNEX10 ISO90012008 The most versatile safe and light weight seats are now... Genoa Seat and over. A Navigation and Vessel Inspection Circular NVIC adapted Subchapter H passenger vessel structural fire protection concepts for those larger Subchapter T vessels TL under 100 gross tons and 65 feet and over. There was non-regulatory guidance on reduced structural insu- lation for Subchapter T ultra-low fire load for high speed aluminum craft. Subchapter H passenger vessels such as casino vessels had guidance on relaxation of main vertical zone spacing and egress requirements. This guidance or adaptations of Subchapter H regulations for non- traditional service Subchapter H and larger T vessels were subject to the decision of the Officer in Charge Marine Inspection and varied from zone to zone and vessel to vessel. The concept of a consensus standard such as those of NFPA was seen as overcoming the restric- tions of regulations because of their prolonged update intervals and rigidity. If successful a code with its periodic update process and faster recognition of new technology and knowledge would have a significant advantage over the typical regula- tory process. The committee adopted the Coast Guards general strategypolicy of non-combustible construction and containment within the space of origin as the guiding principle for the code. Sprinkler systems were not required on most domestic passenger vessels nor were they included in the committees final product. The resultant code was to be seen to provide equal or better protection to that of the standards and policies in use at the time. To make the code a viable alternative it had to provide a clear cost and technology benefit over using the then existing Coast Guard processes. The committee worked hard to have a comprehensive code that could be used over the range of com- mercial vessels including passenger cargo tank and towing using non- combustibility and containment. When NFPA 301 was presented for adoption a motion from the floor voted on and adopted was to publish a code with full sprinkler coverage for passenger vessels. In the absence of a history of significant passenger vessel fires covered by the then- existing regulations and policies there was no incentive to build to the code. In subsequent revisions of the code in 2001 2008 and 2013 some of the doubled code provisions were moderated. Having lost the momentum at adoption the accep- tance was never recovered. 16 NOVEMBER 2015 FOGHORN REGULATORYREPORT Maintenance Management Program Cloud Based - Access from any Device with any browser Maintenance - Inventory - Documentation Intuitive User Interface Flagship Integration Turnkey Setup w w w . W h e e l H o u s e T e c h . c o m - 9 7 8 - 5 6 2 - 5 2 1 1 Foghorn_March_2015.indd 1 2202015 34342 PM Meanwhile the Coast Guard often with the help of passenger vessel builders and designers was filling in the regulation and policy gaps. The publishing of Subchapter F in 1996 addressed the larger small passenger vessels under 100 gross tons carrying more that 150 pas- sengers or more than 49 overnight passengers adopted specific and appropriate structural fire protec- tion standards. NVIC 9-97 recog- nized and incorporated the policy of reduced structural fire protec- tion for ultra low fire load vessels. The policy has been dubbed 5A to designate a difference from type A spaces defined in the regulations. Casino vessel construction started to dramatically slow as states reduced the requirement of sailing and new states coming on line eliminated the concept of sailing altogether. NVIC 3-01 was published that recognized fire modeling as an alternative to one size fits all regulation. The goal was to provide the tool to carry con- struction with composite construc- tion materials into areas calling for steel or equivalent only regulation. The idea of fire modeling was seen to enable a demonstration that in- novative designs and or materials could provide an equivalent level of safety.. NFPA 301s usability is being questioned as we enter a new review and update cycle. We do not know of any instance where the code was used to design or build a passenger vessel. There may be areas where NFPA301 can provide a standard such as floating structures like those formerly call permanent- ly moored vessels. As high speed catamarans and casino vessels once pushed the boundaries of existing regulation there may be a future application for NFPA 301 yet to be proposed. n PVA CALENDAR January 23-26 2016 PVA Annual Convention at MariTrends 2016 Hyatt Regency Crystal City Washington DC For more information go to www.passengervessel.comSitePagescalendar.html February 9-10 2016 Great Lakes Waterways Conference Marriott Downtown at Key Center Cleveland Ohio March 1-3 2016 Inland Waterways Conference Hyatt Regency St. Louis at the Arch St. Louis Missouri C M Y CM MY CY CMY K SCA0087A Ad - Foghorn.pdf 1 1152015 90406 PM NOVEMBER 2015 FOGHORN 17 LEGISLATIVEREPORT RECENTLY DELIVEREDGOLDEN GATE FERRY MARINE GROUP B o a t w o r k s Marine Group Boat Works is the finest California boatbuilder and repairer of steel and aluminum high-speed ferries catamarans and passenger vessels up to 220 feet-long.Operating two shifts six days per week for fast turnarounds and minimized vessel time out-of-service. 619 621-2220 M.S. San Francisco By Ed Welch PVA Legislative Director A new U.S. Coast Guard requirement looms on the horizon for many PVA vessels. By March 1 2016 Automatic Identification System AIS units must be purchased installed and operated on affected passenger vessels. If this requirement applies to you dont let the regulatory deadline catch you unawares. As a general rule the AIS mandate covers every passenger vessel that has a capacity of 150 or more as well as a commercial vessel regardless of passenger capacity that is 65 feet or more in length. Certain affected vessel operators may apply for a five-year waiver. Had it not been for PVAs advocacy work many more operators of smaller passenger vessels would have been subject to the AIS rule. In its original proposed rule the Coast Guard wanted to cover all passenger vessels nationwide with a capacity of 50 or more. PVA and its members contested this in comments to the regulatory docket. PVA also successfully challenged the Coast Guards regula- March 1 Is Deadline for Many to have AIS Units Does the Regulation Apply to You A new U.S. Coast Guard requirement looms on the horizon for many PVA vessels. By March 1 2016 Automatic Identication System AIS units must be purchased installed and operated on affected passenger vessels. If this requirement applies to you dont let the regulatory deadline catch you unawares. 18 NOVEMBER 2015 FOGHORN LEGISLATIVEREPORT tory assessment contending that the cost-benefit analysis used to justify the rule was faulty. This forced the Coast Guard to re-evaluate the cost- benefit analysis delaying the issuance of the rule for more than six years during which time the price of AIS units dropped considerably. As a result of PVAs intervention when the Coast Guard published its final rule on January 30 2015 it raised the passenger threshold from 50 to 150. Consequently many smaller passenger vessels are now spared the expense of purchasing and using AIS. Please note however that some lower-capacity passenger vessels still must have AIS if they are 65 feet or more in length. An AIS unit automatically broad- casts vessel and voyage informa- tion that is subsequently received by other AIS-equipped vessels and at shoreside receiving stations. Thus it provides information that can assist the mariner in navigating a vessel and it also provides a picture of maritime traffic in an area that the Coast Guard can use for security purposes. In ship-to-ship modeAIS provides essential information to other vessels such as name position course and speed that is not otherwise readily available to the receiving vessels. In the ship-to- shore mode AIS allows for the efficient exchange of vessel traffic information that previously was only available via voice com- munications with a VTS. In either mode AIS enhances the mariners situational awareness makes possible the accurate exchange of navigation- al information mitigates the risk of collision through reliable passing ar- rangements facilitates vessel traffic management while simultaneously reducing voice radiotelephone trans- missions and enhances maritime Put Your Fleet at Your Fingertips gplink_halfpage.indd 1 1142015 33702 PM As a result of PVAs intervention when the Coast Guard published its nal rule on January 30 2015 it raised the passenger threshold from 50 to 150. Consequently many smaller passenger vessels under 65 feet are now spared the expense of purchasing and using AIS. NOVEMBER 2015 FOGHORN 19 LEGISLATIVEREPORT domain awareness. AIS units are classified as either Class A more capable and more expensive or Class B simpler and less expensive. A self-propelled vessel of 65 feet or more in commer- cial service with a passenger capacity of 150 or more must carry and operate a class A AIS unit. A vessel of 65 feet in length with a passenger capacity of less than 150 has the option of using Class B if it does not operate in a Vessel Traffic System zone and if its speed does not exceed 14 knots. Five-year waivers of the AIS carriage requirement can be granted at the discretion of the Captain of the Port in the following limited cir- cumstances if the vessel is not likely to encounter another AIS-equipped vessel if the vessel operates on a short voyage less than one nautical mile on a fixed schedule such as a bank- to-bank river ferry and if the vessel operates in a very confined area of less than one nautical mile radius. Some PVA vessels already have experience with an AIS requirement. For approximately ten years every passenger vessel with a capacity of 150 or more that operates in a Coast Guard VTS Vessel Traffic System zone has had to carry and operate an AIS. The mandatory requirement for most commercial vessels to carry and operate AIS derives from the Maritime Transportation Security Act of 2002. The new rule is found at section 164.46 of title 33 of the Code of Federal Regulations. It was published in the Federal Register on January 30 2015. If you have further questions about theAIS mandate please contact the following PVA staffers Eric Christensen at 1-800-807-8360 ext. 26 or echristensenpassengervessel. com or Ed Welch at 1-800-807-8360 ext. 27 or ewelchpassengervessel. com. n 20 NOVEMBER 2015 FOGHORN HOW PVA BENEFITS YOU By Jen Wilk Director Public Affairs and Development PVA Working For You 1910 Unruh Court New Albany IN 47150 Tel 812.945.8988 13705 Gainesville St. Houston TX 77015 Tel 713.330.8200 WATER LUBRICATED MARINE BEARINGS SLEEVE AND FLANGED CONFIGURATIONS IN STOCK AT TIMCO DURABLE LONG LASTING EASY TO INSTALL P VA serves its members by working on the issues that impact their businesses. PVA has been working on strategic ini- tiatives to promote safe boating education and outreach in response to member concerns.Across the country PVA has heard from operators about concerns regarding increased congestion on the waterways and frequent encounters with recreational boating operators that were unfa- miliar with the navigation rules of the road and safe boating practices. Members asked and your associa- tion respondedmoving forward to support members and keeping the waterways safe for everyone to enjoy. This trending issue was first raised through a discussion at the PVA Safety and Security Committee. The committee elevated the topic to the PVA Board of Directors who made safe boating a strategic objective for the association. While understand- ing that this was a nationwide issue that also had unique challenges in local jurisdictions PVA started to research and develop a strategic plan to resolve the problem. PVA began by talking to experts individuals and organizations that have made safe boating education and commu- nication a priority for years. One of those was the Coast Guards Boating Safety Advisory Committee. Youll recall that PVA submitted comments and spoke at this committee meeting several months ago elevating PVA members concerns regarding this critical navigational concern. At the spring 2015 PVA Board of Directors Meeting PVA Board Members met with National Transportation Safety Board NTSB Chairman Chris Hart. During this discussion PVA leadership voiced members concerns and empha- PVA Advances Strategic Initiatives to Promote Safe Boating Education and Outreach NOVEMBER 2015 FOGHORN 21 HOW PVA BENEFITS YOU sized PVAs commitment to safety. Since this meeting NTSB has begun planning for a Waterway Users Forum tentatively scheduled for spring of 2016. Next PVA made this topic a priority on the agenda for the PVAU.S. Coast Guard Quality Partnership Meetings. These meetings are held semi-annually and include top leadership from PVA and Coast Guard. The mission of this group is to promote open dialogue and develop non-regulatory solutions for pressing matters.At this meeting Coast Guard committed to working with PVA on safe waterways for all. Recently PVA staff met with experts from the Coast Guards Office of Boating Safety and Office of Waterways Management to discuss opportunities and ideas for strategic outreach and education to promote safe boating and communication on the water. Several Coast Guard Boating Safety Specialists from around the country phoned in to be a part of this discussion. This fall the issue was on the agenda for PVA region meeting to actively communicate with and hear from vessel operators around the nation. PVAs recent Western Region Meeting in San Diego featured a pre- sentation by Paul Newman the Coast Guard 11th District Recreational Boating Safety Specialist. He provided PVA members with a great deal of in- formation and resources as to how to effectively outreach and promoting safe boating through education on navigation rules. He pointed members to several organizations and encouraged attendees to contact their state boating law administrators. Contact information can be found through the National Association of State Boating Law Administrators NASBLA This website also has a library of resources and publications. Mr. Newman also suggested communicating with local Harbor Safety Committees to discuss concerns and suggest solutions. He provided members with a publi- cation to assist members in local outreach and education. The National Water Safety Congress Guide for Multiple Use Waterway Management h t t p w w w. w a t e r s a f e t y congress.orglibraryWW20 Management.pdf. PVA will continue working on its strategic outreach and education efforts to promote safety on the waterways. The PVA staff plans on attending the next Boating Safety Advisory Committee Meeting later this fall. PVA is committed to safety and is ready to work with all stake- holders towards a safe boating en- vironment for all. PVA is working for you. n Increased sales through our multiple low to no cost marketing plans. Decreased operating cost by eliminating redundancy and automating workflow for better efficiency. Flexible management tools to give you the ultimate control over your sales and operations. DESTINATION MANAGER THE COMPLETE SALES AND MANAGEMENT SYSTEM Formally Virtual Ticketer No Risk Free Trial Tim Eversole Director of Sales and Support Tel 504 840-9800 X 113 Toll Free 877 265-3521 X 113 Cell 859 652-9885 YOUR COMPLETE TICKETING SOLUTION. 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THE VIRTUAL TICKETER 22 NOVEMBER 2015 FOGHORN SAFETYMATTERS By Eric Christensen Director of Regulatory Affairs and Risk Management 100 Furuno designed Linux software improves stability reduces virus risk Fully compliant IMO systems 19 23.1 LCD or Black Box ECDIS with user supplied wide glass bridge monitors are available Simple Ethernet connection to FAR2xx7 Radars saving thousands over complex interface kits www.Facebook.comFuruno ECDISElectronic Chart Display and Information System ECDISElectronic Chart Display and Information System O ne of the projects currently in development under the PVAU.S. Coast Guard Quality Partnership is a domestic passenger vessel standing report with the goal of providing relevant fleet information and metrics that can be used for public consumption and by the PVA membership to demon- strate the safety of our industry. The report will include current fleet sta- tistics such as vessel population crew size passenger capacity and marine casualty data. The report will also include trends in deficiencies issued and operational restrictions imposed on domestic passenger vessels with the aim of educating our industry on areas where more attention is needed. In the latest draft of the report presented at the October 8 2015 Quality Partnership meeting we asked the Coast Guards Office of Investigations and Analysis to provide information regarding what areas domestic passenger and small passenger vessels were issued no-sail deficiencies. No-sail defi- ciencies can be the result of a routine inspection or after a casualty or other incident that renders the vessel unfit for service. Generally no-sail require- ments involve primary lifesaving firefighting or watertight integrity however as you will see below there are a number of areas where deficien- cies must be corrected prior to getting underway or carrying passengers. According to Coast Guard data there were just over 60000 defi- ciencies issued to the domestic passenger vessel fleet of 6169 vessels between calendar years 2012 and 2014. This averages out to less than five deficiencies per year per vessel however larger more complex vessels inspected under Subchapters H and K have averages of 15 and No-Sail Deficiencies To Know is to Avoid NOVEMBER 2015 FOGHORN 23 SAFETYMATTERS eight deficiencies per year respec- tively. I provide this information as a frame of reference only. We remain a fleet with an enviable safety record according to the Coast Guard. Keep in mind that in 2012 the Coast Guard revised its guidance in Marine Safety Manual Volume II regarding the recording of deficiency information. That guidance directs that all deficien- cies be recorded in the Coast Guard Marine Information for Safety and Law Enforcement MISLE database whether corrected during the inspec- tion or not. I have heard from some members that they are being issued CG-835s for items corrected on the spot and wondered if there has been a change in policy. There has been a change in policy and the Coast Guard claims they can better review trends having a more complete picture of issues found during inspections. The good news is that only about four percent of deficiencies issued by the Coast Guard are no-sail. That said our goal at PVA is to make you aware of the deficiency areas so you can be better prepared for inspection and less likely to receive a no-sail re- quirement. The top five general systems are listed below with detail provided as to the specific sub-system from the Coast Guard database. The sub systems are in order of deficien- cies issued so for example under Engineering the most deficien- cies issued were for the propulsion engines and gears. ENGINEERING Diesel Engines and Gears Bilge System Fuel System and Tanks Steering Gear System ShaftingPropeller Arrangements Suffice it to say if a vessel has engine transmission steering or shafting issues it is not likely getting underway anyway. More research needs to be done to see if these no-sail requirements were issued after reporting a loss of propul- sionsteering or casualty or if these issues were discovered during the underway test at a routine inspec- tion. A check of engine mounts fuel system connections and general engine operation as part of a main- tenance regimes should help reduce incidents of failure. Bilge system troubles likely stem from the fact that bilge piping is often hidden under deck plates and in spaces where crew are not normally employed making inspection more difficult. A November 2014 Safety Alert issued by the Coast Guard high- lighted things a vessel owner can do to ensure concealed bilge system piping is maintain in operational condition Trace out and inspect the entire bilge piping system for wastage Feb 1 2012 Run a 24 NOVEMBER 2015 FOGHORN or deterioration of metal bilge piping check the condition of all hoses hose clamps supports and make repairs as needed. Make the inspections of concealed components part of the vessels overall routine inspection process. Consider installing an access plate on the inner panel at the area of the discharge piping so that the piping is easily accessible for in- spection and maintenance. ENGINEERING Lifesaving Life Rings Life Floats Life Jackets Hand Flares It goes without saying that the Coast Guard is very interested in the condition of a vessels lifesaving equipment hence the number two area where operators have received no-sail CG-835s. Vessel operators need to make sure there is a robust lifesaving equipment maintenance regime in place. The crew depends on this equipment as much as the passengers so it should not be a hard sell. DOCUMENTATION CertificatesDocuments Documentation actually surprised me that is so high on the list. Of all the pieces of paper a company needs to maintain the Certificate of Documentation CoD is second only to the Certificate of Inspection. Please make sure to check the status of your documentation well before your inspection date. By law the vessel cannot operate without a valid CoD and the Coast Guard has no discre- tion in that matter. CONSTRUCTIONLOADLINE Hull Structures Holes in the hull and decking SAFETYMATTERS NOVEMBER 2015 FOGHORN 25 wasted plating and fasteners bad gaskets and hatches and cracked or tripped frames are inconsistent with the seaworthiness of a vessel. It is no surprise that hull integrity issues result in no-sail CG-835s. FIRE FIGHTING Fixed Fire Extinguishing System Portable Fire Extinguisher Ventilation Systems Fire Buckets Fire Pumps Rounding out the top five is another area where the Coast Guard has a keen interest in equipment perfor- mance. Fire is a worst case scenario for most vessel operators and property serviced and functioning firefighting equipment is vital to the safety of the vessel. Fixed systems are normally serviced by a professional but that does not mean an operator cannot verify that everything is put back together properly. Ask the servicing technician to go over the system if you or your crew has questions. Regardless of whether a vessel is fitted with a fixed extinguishing system or not machinery space ven- tilation must be able to be secured and ducts covered in order to contain a fire. The crew needs to be familiar with how ventilation is secured and that should be part of routine fire- fighting drills. Again knowing what can limit your operations is key to preventing such occurrences in the first place. As the PVA staff and the Coast Guard continue to refine the fleet statistics standing report through the Quality Partnership we hope to be able to provide our members with valuable information and trends to help you operate in a safe and profitable way. The PVA staff remains committed to helping you in that regard. n SAFETYMATTERS 26 MAY 2013 FOGHORN accepted the installation or process under the equivalency or alternative provisions contained in regulation. If the response to your request for a cited regulation and reason is vague or one that threatens addi- the lowest level possible. In this case the route to resolution is less clear but still ultimately leads to the oCMI or higher authority if not resolved beforehand. Should you decide to appeal POWERFUL FLEXIBLE INTUITIVE. 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January 23-26 2016 Hyatt Regency Crystal City Washington DC 26 NOVEMBER 2015 FOGHORN MARITRENDS2016 Washington DC Welcomes Vessel Operators for the PVA Annual Convention at MariTrends 2016 Washington DC is one of the worlds top travel destinations for countless reasons. For passenger vessel operators its the place to be come January for the PVA Annual Convention at MariTrends 2016. Convention attendees will want to bring their families as the area provides a myriad of historical and educational opportunities--without the summer crowds. Held at the Hyatt Regency Crystal City Arlington VA just across the Potomac River from Washington the convention is scheduled for January 23-26. Getting there is easy because the Hyatt Regency is just five minutes from Reagan National Airport t w o o t h e r a i r p o r t s also serve the region Dulles International and Baltimore-Washington. 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NOVEMBER 2015 FOGHORN 27 MARITRENDS2016 PVA Annual Convention at MariTrends 2016 httpwww.passengervessel.comSitePagesmaritrends.html Hyatt Regency Crystal City httpsaws.passkey.comevent14123313owner10336home Washingtons Ofcial Tourism Site Arlingtons Visitor Information httpwww.virginia.orgListingsVisitorInformationCenters ArlingtonConventionandVisitorsService Crystal City Restaurants httpcrystalcity.orgareaplayrestaurants And dont miss the nearby famous sites Arlington National C e m e t e r y a n d t h e I w o J i m a Memorial. A mere 11 miles south of the Hyatt on the scenic George Washington Parkway is Mount Vernon George Washingtons home and its open 365 days a year. On the return trip stop in Alexandria and walk through Old Town and take in the charm shops bars and restau- rants or perhaps stroll through the Torpedo Factory which now serves as one of the largest working artist studios and gallery in the nation. Transportation is a snap with a Metro stop near the Hyatt Regency that can take riders to the airport across the river to Washington or nearly anywhere in the metropoli- tan Washington DC area. Getting to many of the top tourist attrac- tions such as the White House the Capitol Library of Congress National Archives Vietnam Veteran Memorial the Washington Monument Lincoln Memorial and the Jefferson Memorial and all the Smithsonian museums are all easily accessible via Metro. Even better these sites are all free Other fascinating sites to visit when in town include Fords Theater the Kennedy Center the Spy Museum the Holocaust Museum the Newseum Koshland Science Museum and the National Geographic Museum. And dont miss Georgetown This tony neigh- borhood offers fabulous shops res- taurants and bars and atmosphere in a neighborhood that dates back to the 18th century. Of course Georgetown University is there as well. Obviously this is just scratching the surface. There is so much to do and see in DCand that includes attending the only convention and trade show exclusively for the passenger vessel industry the PVA Annual Convention at MariTrends 2016. See you in January n Navigating your risks day and night. As the owner of a passenger vessel you face tough decisions every day from hiring qualied crew to making sure your vessel is in prime condition. At Aon we spend day and night thinking about your maritime risks so buying insurance doesnt have to be another tough decision. We work with you to develop creative approaches and customized solutions that deliver more efficiencies improved protability and greater value. For more information please call 1.800.730.7053 or visit passengervessel.commember-resources.htmlinsurance Risk. Reinsurance. Human Resources. Navigating your Aon Risk Solutions Marine Plan Your Trip Photo by Destination DC 28 NOVEMBER 2015 FOGHORN MEMBERNEWS The PVA Region Meeting season is off to an excellent start and has offered attendees important information about the pressing issues face vessel operators today. The Rivers Region Great Lakes Region and Westin Region each met sepa- rately in October and welcomed local attendees. New this year the PVARivers Region hosted a marketing and sales-focused meeting in the Cincinnati area. This unique meeting was intended to provide vessel operators with new sales and marketing tools and resources to better meet the ever-changing needs of the mar- ketplace such as setting prices and developing successful sales strategies. The PVA Great Lakes Region met at the Wisconsin Maritime Museum in Manitowoc WI on October 19-21. This meeting focused on the many issues that impact PVA Region Meetings Provide Vital Information to Vessel Operators vessel operators doing business on and around the Great Lakes including coping with crowded waterways Great Lakes recreational and boating water safety campaign plan and the Coast Guards perspective of the local challenges. The PVA Western Region Meeting which met October 29-30 in San Diego CA featured a variety of sessions including how to conduct an active shooter drill an examination about maritime training and the effect of recent National Labor Board developments on the passenger vessel industry. Coast Guard Rear Admiral Joseph Servidio addressed attendees. In addition the out-of-water survival craft issue was addressed at several meetings as were the latest regula- tory and legislative concerns facing the industry. And all provided opportunities for vessel operators to network with peers associate partners and regulators. n Expert Boat Builders Steel Aluminum Construction 360331-5500 x 311 RADM Servidio top left spoke at the PVA Western Region Meeting. Dave AndersonJoe Hudspeth and Patrick Murphy top right welcome attendees to San Diego. Holly Agra and Peter Lauridsen middle left attend the PVA Great Lakes Region Meeting.Western Region members fill the room middle right. USCG RADM Servidio and PVA President Dave Anderson meet in San Diego bottom right. NOVEMBER 2015 FOGHORN 29 MEMBERNEWS The 2015 Katica Klassic Memorial Golf Tournament held in conjunction with the PVA Western Region Meeting was a rousing success. The tournament played on the beautiful Riverwalk Golf Club in San Diego on October 28 drew 24 golfers and 10 hole sponsors with all proceeds benefiting the Passenger Vessel Foundation. The Passenger Vessel Foundation is very thankful for a donation in excess of 4100 from the tour- nament said Rob McMahon President of the Passenger Vessel Foundation. This gift will assist the Foundation in its mission of providing educational training and safety grants. It is also a wonderful remembrance of long-time Passenger Vessel Foundation supporter Tom Katica. Hole sponsors were PVA members Jensen Naval Architects Marine Engineers aka Jensen Maritime Blue and Gold Fleet Catalina Express KPFF Consulting Engineers Helmuts M a r i n e S e r v i c e Volvo Penta of the Americas Driveline Service of Portland Palmer Johnson Power Systems ZF Marine LLC and Pinnacle Marine Corporation. Boatswains Locker sponsored a putting contest. Tournament director Jay Denckla ZF Marine LLC presented the sizeable check from golf registration fees and sponsorships on behalf of the Katica Klassic Memorial Golf Tournament to the Foundation. Tom Katica who was employed by ZF Marine passed away in 2010. n Golf Tournament Successfully Benefits Passenger Vessel Foundation 30 NOVEMBER 2015 FOGHORN ADVERTISERSINDEX LETTER FROM THE PRESIDENT CONTINUED FROM PAGE 4 MEMBERNEWS PVA WELCOMES NEW MEMBERS feedback part of your passenger feedback strategy can make a huge difference and it doesnt have to take much work. A quick and positive customer service interaction reinforces your loyalty to them. With positive customer service you create positive brand marketing that is organic natural and doesnt cost hundreds of thousands of dollars. Value your service value your employees and your customers will feel the trickle- down love Very respectfully Dave Anderson President n Helm Operations Victoria BC CANADA Mr. Rodger Banister Associate Member Gulfstream Fishing Inc. Key West FL Capt. Jamie J. Snediker Vessel Member Yankee Capts Offshore Fishing Inc. Key West FL Mr. Gregory Mercurio Vessel Member Go to for more information. 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