Cruise & Ferry Review - Spring/Summer 2021

5 2 INTERV IEW Powering up the cruise industry Rebecca Barnes asks Jan Swartz about the future of Holland America Group and the importance of listening and collaboration L ast year was a challenging period for Jan Swartz. However, as the coronavirus pandemic unfolded, the cruise line executive proved her leadership credentials time and time again as she was thrust in front of the media following outbreaks onboard Princess Cruises’ Diamond Princess and Grand Princess. Almost a year later, Swartz has a new role as president of Holland America Group and is refocusing her efforts on enhancing procedures and guest experiences across the Holland America Line, Seabourn, Princess Cruises and P&O Australia brands. “During this pause in operations we’ve taken time to streamline the fleet, allowing us to enhance our ships, focus on exciting newbuilds like Princess Cruises’ Enchanted Princess, and expand the MedallionClass to the full Princess Cruises fleet,” says Swartz. “We continue to progress with our larger strategic initiatives, including the planned deliveries of Holland America Line’s Rotterdam at the end of July 2021, Seabourn’s new Seabourn Venture in December 2021, and Princess Cruises’ Discovery Princess.” Swartz’s experience will certainly stand her in good stead as the industry moves closer to a restart. She believes that now more than ever, a servant- leader approach is critical to developing the culture the company is trying to support and to the overall success of the organisation. “One of the phrases I have used for years with the team at Princess Cruises is that we are ‘one team with one dream’ and the same is true across all of Carnival Corporation [Holland America Group’s parent company]. All the brands support each other in growing and learning, while still ensuring we maintain our own unique blend of onboard experiences and services to delight our loyal guests.” She also believes that listening is key. “Since I took over as president of Princess Cruises more than seven years ago, I’ve made listening one of the hallmarks of my leadership. What are the aspirations and input of our guests, my teammates, our travel advisor partners, our vendors and the communities we visit? What can we learn from and for them? What should we prioritise? “ Every day is an opportunity to learn and improve” All of Holland America Group’s brands have ramped up their onboard cleaning and sanitation protocols