Many smaller local ports in Denmark and in the Baltic are eagerly courting the international cruise industry for a share of the business in the seemingly ever-growing Baltic cruise market. A lot of them put a lot of effort, resource and thought into getting noticed by cruise lines and securing the first calls, but then completely forget to prepare properly for the actual dates, especially when it comes to the Shore Excursion program. Based on my 14 years of direct experience on and around the cruise ships, let me tell you why a guide is not necessarily a good cruise guide, why a tour is not necessarily a good shore excursion and what you need to be aware of to retain and grow the cruise business you worked so hard for. Will travel for engagements. Produced 2015

1. The
of
SHORE EXCURSIONS
Art
Training concepts for local
destination cruise guides

2. • Meet the demands & expectations
of cruise lines and guests
• Wow visiting cruise tourists &
create memorable tour experiences
• Adapt new narrative techniques to
captivate & engage tour guests
• Match the fierce competition from
other Baltic destinations
• Target their guiding performance to
individual calls / cruise profiles
empowering
training, focussing
Teaching, motivating and inspiring local de-
stination guides on how to:

3. As the Baltic cruise business grows and expands
to new destinations off the beaten track, more
and more first-time / up-and-coming cruise des-
tinations are realising that winning the cruise
business is one thing – keeping and sustaining it
is quite another - no less arduous - task.
The Name
of the Game

4. One key factor..
..for cruise lines in choosing and retaining
new destinations, is their Shore Excursion
potential - both in terms of tour revenue and
guest satisfaction ratings.
A new cruise destination that is able to gene-
rate both, wins the business in the long run,
but frequently only gets a brief window of
opportunity to demonstrate that ability.
In order to make the most of that first im-
pression it is crucial to realize that the
business of Shore Excursions operates by its
own unique set of rules and that cruise
guests are very different from most other
tourists the local guide force is likely to ever
have dealt with.
And this is where I come in.

5. What the
guests want
What the tour
operators want
What the cruise
lines want
Getting it right
Using my unique onboard and shoreside ex-
perience, combined with an academic appro-
ach and solid educational skills, I can show
guides how to hone their skills, refocus their
performance and fully inhabit and utilize that
crucial area of overlapping expectations that
creates great tour experiences,
good ratings and smooth
working re- lationships

6. This training class is aimed at local tour guides –
established and prospective - in new or up-and-
coming cruise destinations who have limited to
no experience dealing with cruise tourism.
Ideally suited for guides in-training in prepara-
tion for a first cruise season or for guides with
some previous cruise tourism experience who
wish to enhance or refocus their performance.
Target
audience

7. Some basic training / guiding experience is a
prerequisite (not a beginners class). Training
duration is customizable depending the level
of previous training / experience.
Pricing subject to requirements and negotia-
tion. Open to engagements anywhere in the
Baltic / Northern European area.
Duration:
Customizable – Single / Multiple
days / sessions
Requires:
suitable locality / projector /
screen / audio (if required)
Languages:
English, Danish, (German)

8. Subjects
• The rigid concept of Shore
Excursions
• The lure and logistics of cruising
in the Baltic Sea
• Cruise guest demographics and
motivations
• The redeeming qualities of
infotainment
• The crucial importance of relating
and connecting
• The surprising benefits of
building teams
Techniques
• Anatomy of a tour – what to
know before you go!
• Crisis management – the do’s,
don’t’s, if’s & but’s
• Know your guests! – profiling
guests by cruise line
Specifics

9. Bus guide on Danish coach package tours
throughout Central Europe and destination
guide in Prague, Czech Republic. In this
capacity I gained extensive practical expe-
rience with guiding, customer service and
practical tour management.
Through a colorful and challenging 17-year
career in tourism & travel, shore excur-
sions, destination management and more,
I have amassed a wealth of experience in
how to evaluate, create, sell, manage,
operate and improve tour and destination
experiences.
On the road 1993 - 1996
Speaker
background

10. Key account manager for DMC Denmark –
Denmark’s largest destination manage-
ment agency for cruise lines – handling
calls and turnarounds in Danish ports. In
this capacity I gained my experience with
the ground operations aspects of Shore
Excursions.
Shore Excursion Manager with two major
American cruise lines; Norwegian Cruise
Line and Holland America Line - An on-
board career that took me to more than
150 destinations on 4 continents and gave
me a keen insight into the business of
Shore Excursions in the field.
At Sea 1999 - 2006
Shoreside 2007 - 2015

11. Teaching, training, lecturing
In the course of my career I have enjoyed many an opportunity to lecture, train and teach; I
have taught advanced theoretical classes to university students, built cruise industry se-
minars for students of tourism, given countless tour presentations and presented at cruise
industry trade conferences – mostly to international audiences.
For the last couple of years I have been applying my skill and passion for teaching and
presenting to my ‘Cruise Insider’ brand, providing training, information, inspiration, motiva-
tion and more to local destination guides and hospitality staff in Denmark and Norway.

12. Previous engagements
Aalborg, Denmark 2014 - 2017
Skagen, Denmark 2016 – 2017
Bergen, Norway 2016 - 2017
Aarhus, Denmark 2013 - 2014
Kalundborg, Denmark 2012
References
References available on request
Bergen
Skagen
Aalborg
Aarhus
Kalundborg
DENMARK
NORWAY
SWEDEN

13. Other Cruise Insider concepts
Inquire about details
Presentation on the grand
history of cruising
To provide an engaging & enter-
taining rundown of cruise history
Training programs for cruise
operations service staff
To train / instruct new service
staff for cruise operations
Educational programs for
students of int’l tourism
To provide an academic under-
standing of the cruise industry

14. Jacob Lyngsøe
(+45) 50 34 60 66
Contact
www.cruiseinsider.dk
cruise_insider@outlook.dk

15. 2017