AmaWaterways—High Performance during Tough Times

By Hank Schrader, USMA ’71, Europe Destination & Europe River Cruise Expert

www.dreamdestinations.com

I think I know a thing or two about High Performing Organizations. I have been part of at least 3 in my working career.

During my military career, I was the S3 (Operations Officer) of 2-23 Infantry, the Army’s first Light Infantry Battalion (about 560 soldiers). It was an amazing group, focused on being the best possible unit. Later in life, I was the defensive coordinator of the Bellevue Wolverines, who won the 2001 Washington State Football Championship with a record of 13-0.

In the river cruise world, I have learned that, in my humble opinion, AmaWaterways is just such an amazing organization, it ranks right up there also with my first 2 cited organizations. We have partnered with them to benefit our clients.

It is no wonder why they are the company we recommend first, but now, more than ever, I think they are handling these tough times better than other river cruise companies.

So, this week, I’d like to write about why AmaWaterways is a high performer in tough times. I first plan to tell about how they are protecting our clients in these difficult times and then explain why they are high performing.

Decisive Leadership in Troubled Times from Us & AmaWaterways

Since our primary business is Europe river cruises, and 95% or more of our annual river cruise business is with AmaWaterways, how they treat our clients is paramount to us.

From our view, not only do they protect our clients, they are flexible and offer options. They were the first to offer an enhanced Travel Waiver Plus in the river cruise industry, which protects our clients with a future cruise credit and refund option.

They instituted a 115% Future Cruise Credit for cancelled cruises, so our clients can reschedule and get an added benefit—more for their money! The Future Cruise Credits are good until 31 December 2022.

They have also changed final payment date to 60 days prior to sailing, instead of the 90 day normal final payment date.

Perhaps the best part is they are financially stable, with no debt and had a contingency plan in place for a crisis—there is no doubt in our mind they will weather this storm as well as possible with no risk to their clients. As you read on, you see exactly what I mean.

Let me assure you, we also will remain in business to serve you. We are resilient and can weather this storm both financially and emotionally. We will always serve your best interests, as we have always done.

You can trust us and AmaWaterways.

What is a High Performing Organization?

For me, a high performing organization has 7 characteristics. They are

1) A proper organizational design,

2) Sufficient structure to allow all to contribute to the mission,

3) Processes in place to maximize the talents of all members of the organization,

4) Appropriate use of technology,

5) Good leadership,

6) Skilled and willing people who want to do their best, and

7) A culture that promotes the organizations values.

In the right environment, an organization who excels in these tasks will outperform other similar organizations. So, using these factors, let’s learn why AmaWaterways excels during these tough times.

I think, when you meet the people of AmaWaterways, you will clearly see why this is our favorite river cruise company and should be yours also!

So, let me introduce to our AmaWaterways Family!

It starts at the Top—Good Leadership—Rudi & Kristin

If you want to talk about great disaster recovery plans, I was amazed at the foresight of Rudi Schreiner, the President of AmaWaterways. In 2018, with low water causing great concern for river cruising in Europe, he developed a plan for AmaWaterways to survive by worst casing a crisis. He decided the worst case would be an entire year of river cruising would be cancelled and began to plan for such a contingency.

**Rudi with Hank 2011 in the Netherlands—ready for our Tulip Time Cruise**

Among the plans necessary to survive, he would need to have all his riverships fully paid for, sufficient cash to operate and a plan to keep all his employees. It would also mean working with the European Union to keep crew available and meet their regulations. What great vision, now that we are facing exactly what he saw as a possible threat to his company--a sustained period where they could not conduct river cruises safely, AmaWaterways is handling this challenge with solid action and placing guests and employees above profits.

Now, a little bit about Kristin and Rudi. We have known the two owners since 2011. We first met on a Tulip Time cruise in the Netherlands.

Our most recent meeting was when they were honored at the 2018 TravelAge West Awards Ceremony. Kristin and Rudi were honored with the top award of the gala night for a lifetime achievement award for leadership in the river cruise industry and the travel industry. It was a great night for their company—they won several other awards.

We were proud to be part of it and even prouder to be the only other company to win an award as a couple during the entire award ceremony—all the other winners were individuals.

However, as great as awards are recognizing AmaWaterways as a special company, it is the tone they set for the company that makes the difference. They set out to create a river cruise company they would want to sail on themselves and they have succeeded beyond even their lofty expectations.

I also have to let you know that Kristin Karst is equally important in this company as Rudi and their other partner, Gary Murphy—it is her connection with the staff, the travel agent community and the guests that propels the company to be even better than others. She and Rudi have created a culture of high expectations, and great travel experiences.

The Company Culture

All the folks who work at AmaWaterways look to exceed your expectations—the culture of the company is consistent excellence, always improving and a genuine desire to make your vacation the best possible. On a webinar I recently attended, Kristin described the company’s core values—they are partnership (guests and the travel agent community); passion; and prepared.

It is amazing how both clients and travel professionals talk about their experiences with AmaWaterways—words like friendly, proactive, professional, caring, and cool always seem to be used to describe their experiences.

You know this company is on the right track when positive words, unsolicited, are used in interactions with others when talking about river cruise companies and AmaWaterways almost always receives positive accolades

The People of this High Performing Company

What makes this a great company? It is a combination of good leaders, staff that care and do their job in a superb manner and a fantastic product (great food and wine, luxury accommodations and well-designed excursions and experiences).

From top to bottom, AmaWaterways just does it right. There is a real emphasis on working together and it shows in all they do. I will tell you about the crew shortly, but the total organization, that works so hard to deliver good travel experiences, deserves recognition.

It Starts with the Sales Team.

Our Business Development Manager, Shelia Bielich is a gem. Complete knowledge of the ins and outs of AmaWaterways, she is always there to help. We did a joint presentation a couple years ago on French river cruises and it was a huge success. Thanks Sheila! In these tough times she is rock solid.

**Hank & Sheila 2017 at our French River Cruise Seminar**

The in-house groups department is just outstanding. We have done small groups for many years, and Yael, Kristie, Jennifer and now Brandon have helped out clients get the best possible deals. All of these 4 are passionate about great service and going the extra mile. Thanks folks for being so great!

Next up is the on-board teams.

Cruise Managers

Perhaps no one makes as much difference on your on board experience than the cruise managers. Their wealth of knowledge is exceptional and they love helping you get the most out of your cruise experience.

After 17 cruises on AmaWaterways, we have loved these unique folks who help us learn more about Europe and their rivers. Thanks Lilo, Kata (2 cruises), Czaba, Maddy, Dejan (2 cruises), Nikola, Kris (3 cruises), Nick, Rolf, Camille, Edward, and Jessi.

**Kata, Anne & Carmen AmaKristina 2018**

**Wine tasting on a Provence Cruise 2013—server (right) & cruise Manager Dejan**

**Cruise Manager Kris Provence Cruise 2014**

**Cruise Manager Kris dressed up as SnowWhite 2015 Rivers & Castles Cruise**

**Rolf outside with the coaches ready for a tour 2016 Enchanting Rhine**

Sailing Team

River Boat Captains and their crews are special folks. They are highly skilled and love being on the rivers of Europe. Here are a few pictures of these wonderful folks.

**2015 Christmas Time Cruise Captain Farewell to Guests**

The AmaWaterways Difference on their Riverships is the Crew

You are a guest that instantly becomes family—veteran cruisers often look for crew members who took care of them on past cruises. Some are even Facebook friends. It is a genuinely warm, welcoming and fully professional staff. Every effort is to enhance your comfort, your experience and the trip. They care and it shows.

The staff includes reception, hotel (housekeeping, bar staff and restaurant staff), and wellness personnel.

The Bar Staff—Miro, Peter and Tomas—what a crew!

**Lazlo with Anne Legendary Danube 2011**

Greetings on a Christmas Cruise—an Anne Creation on her sproket

Trust me, you will fondly remember the staff. If I was only allowed to pick one factor that is a difference factor among river cruise lines, it would be the staff at AmaWaterways—each performs their role superbly!

Local Guides

Tours that delight—small groups led by knowledgeable guides, organized by pace (gentle, regular, fast and even late-risers) that help you experience a destination, not just see it.

Hunting for Truffles in Provence—such a cool tour! — **Hunting for Truffles in Provence—such a cool tour**!

My Final Thoughts

Wow, what a company! I would encourage you to become a member of the AmaWaterways family. Trust me, go on a river cruise with them when this all subsides, and you will be glad you did—they will gladly adopt you as a new and valued family member!

We are travel experts, ocean and river cruise experts, and Europe destination experts. We have first-hand knowledge of almost anywhere you want to visit in Europe. We know our products and the vendors who sell them to you. We have designed special tours for dozens of clients, led several and will continue to find just the right vacation that will exceed your expectations like an AmaWaterways river cruise.

When you are spending your hard-earned money for a vacation, you want an advisor who can match you with the right trip. You want someone who will understand your expectations and fuel your anticipation (or excitement) to get you the best possible trip experience. And, you want someone who can help you with the decision-making process. We think we have all these qualities.

Whatever your Dream Destinations are, we are here to help you get the best possible vacation based on what is important to you! We will provide you high quality, expertly planned travel. Please give me a call 713-397-0188 (Hank) or email me at hschrader@dreamdestinations.com. We want to help you: Savor life…make memories…Visit Dream Destinations! Your journey begins here!

HANK is a certified Western European Destination Specialist (DS) who has been traveling to Europe for 45 years. He is also an Accredited Cruise Counselor (ACC), conferred by the Cruise Line International Association (CLIA). This recognized expert in cruise and leisure travel is a retired Army Officer, and taught World Geography for 8 years. He is a `71 graduate of West Point and has earned 2 master’s degrees. His other Certifications:

· AmaWaterways River Cruise Specialist

· Viking River Cruise Specialist

· Scenic River Cruise Specialist

· Emerald Waterways Specialist

· Avalon Waterways Specialist

· Brit Agent

AmaWaterways--High Performance during Tough Times

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