Integrated IT Solutions for the Cruise Industry

Transcription

1 Integrated IT Solutions for the Cruise Industry

2 Europe Fidelio Cruise Software GmbH Borselstrasse 16c, Hamburg, Germany Tel: Fax: United States of America Fidelio Cruise Inc 5300 N.W. 33rd Ave, Suite 102 Fort Lauderdale, Florida, 33309, United States Tel: Fax: Information: [email protected] Sales: [email protected] Fidelio Cruise Support Available 24-hours a day, 7 days a week, 365 days a year. Tel: +49 (40) Fax: +49 (40) [email protected] 2 Fidelio Cruise Mar 2009

3 Contents Introducing Fidelio Cruise 4 The Fidelio Cruise Philosophy 4 Fidelio Cruise Installation and Support 5 Fidelio Cruise in the Future 5 Overview 6 Ship s Property Management System (SPMS) 6 SPMS Optional Modules 6 Interfaces 6 Hosted Solutions 6 Under Development in Ship s Property Management System 7 Benefits 7 Main Features 8 Passenger and Crew Handling 8 Automated Check-In 8 Passenger and Crew Invoicing 9 Safety Assignments 10 Amenities and Special Requests 12 Personalized Daily Itineraries 13 Purser s Cash 13 Currency Exchange 13 System Security 14 SPMS Optional Modules 15 Gangway Security Module 15 Radio Frequency Identification (RFID) 16 Off-line Check-in Functionality 16 Remote Check-in Module 17 Shore Excursion Module 17 FC Ticket 19 Self-Service Kiosk 20 Hotel Maintenance Module 21 Payroll Module 22 Spa Module 23 Comment Card Module 25 Medical Module 27 Business Centre Module with Internet Access 28 Package Plan Module 29 Casino Cash Module 30 FC Gift Card 31 Promoter Module 32 FC Loyalty 33 Fidelio Cruise Fleet Management System 34 Key Components and Features 36 Benefits 37 Budget & Forecast 38 FC ResOnline 39 Crew Management System 40 Fidelio Cruise Materials Management System 43 Key Components 44 Benefits 48 Meal Count System 49 SilverWhere 51 AffairWhere 54 Installation and Support 56 Customer List March Fidelio Cruise Mar

4 Introducing Fidelio Cruise Fidelio Cruise Software GmbH is market leader in the design, installation and support of IT systems for the cruise ship industry. Today, the company s software systems are in constant operation aboard over 200 cruise vessels belonging to 42 separate companies. Aboard existing vessels, we can integrate IT modules incorporating the very latest in innovative software functionality. We have something for everyone from the latest generation of newbuilds to the upgrading of systems on board existing cruise ships. The company was established in February 1995 as a subsidiary of Fidelio Software GmbH of Munich, now Micros Fidelio Software GmbH, a leading provider of hotel management and point-of-sale systems. Micros Fidelio holds 90% of Fidelio Cruise stock with the balance held by the company s own President, Antonius (Tony) L. Heuer. The link between the two companies is mutually beneficial Fidelio Cruise Installation and Support The Fidelio Cruise Installation Team provides on-site turnkey project management and co-ordination by first establishing hardware and software requirements on board both ships and at head offices ashore, and then by making the necessary installations so that the company s software experts can implement the new systems. software development concepts can be shared and the extensive Micros point-of-sale product range is available to Fidelio Cruise customers. Meanwhile, Fidelio Cruise supports all installations, both its own and those of Micros, aboard the many ships on which its products are operating today. We are here to make cruise IT more effective Tony Heuer, Meanwhile, Fidelio Cruise s software design team has been handpicked from the very best specialists in the business. All are familiar with cruise operations at shipboard and head office levels and the company s software systems are always designed, fit-for-purpose, with maximum functionality and with the user s The Fidelio Cruise Philosophy The company s philosophy is simple. FC President requirements as a key priority. We provide the very best IT solutions to fit our clients varying needs, President Tony Heuer explains. We aim to establish a partnership with our customers to make their IT systems, whether new or existing, work more The company has headquarters in Hamburg and a US subsidiary in Fort Lauderdale, Florida. From these two offices, a truly global support network is available, manned by a team of specially trained software specialeffectively. For new ships, we can provide bespoke solutions including complete shipboard management systems, integrated point-of-sale networks, real-time materials management available simultaneously ashore and afloat and, similarly, a full real-time fleet management system across any number of cruise vessels. 4 Fidelio Cruise Mar 2009

5 ists available around the clock every day of the year. This is a key element of our service, says Tony Heuer. We are here to make sure that cruise ships at sea or in port, and their managers ashore, can rely on the very latest cruise IT technology 24/7. yachts all contribute towards the company s unparalleled experience in cruise industry IT. They ensure that the company s bespoke solutions, installed and supported by expert in-house teams, work exactly as intended. And in the design and configuration of new systems, Fidelio Cruise personnel can undertake special Fidelio Cruise in the Future As the company continues to expand its customer base with software sales and support across the cruise industry, Fidelio Cruise demonstrates its commitment to projects in the form of turnkey installations, advice and guidance on the suitability of new systems and the compatibility of new and existing software, conversions, project management, cabling and hardware. cruise management by continuously monitoring and enhancing existing products and systems to tackle the relentless challenges faced by the cruise industry today. Ongoing compliance with an increasingly robust regulatory environment is a top priority and the company is currently developing State-of-the-art software is available for both new and existing cruise vessels System redundancy is an increasing concern for the cruise industry as more functions on board become automated. Fidelio Cruise is at the forefront of developments in Real Application Cluster technology and its applications in cruise ship management. The technology sophisticated new software that will set a new standard in cruise industry personnel and security management. increases scalability, improves failover capacity and reduces the risk of breakdown by a multiple factor. We are here to make the cruise industry s IT work more Examples include the introduction of the very latest radio frequency identity (RFID) software which enables effectively, says Tony Heuer, President. Contact us to find out how we can help you! the hands-free identification of passengers and crew at key locations on board. Fidelio Cruise s growing number of installations aboard ocean cruise vessels, river ships, naval ships and super- Fidelio Cruise Mar

6 Overview Ship s Property Management System (SPMS) Main Features Complete passenger, crew, visitors and groups handling Automated Check-In - picture-taking of passengers, crew & visitors with offline functionality Gangway Security module with Hands-free option Central cashless accounting with invoicing and credit card handling Guest survey, comment card scanning and processing Amenity & Special Request handling Gift Card Functionality Shore excursions, Dining room management, Spa administration Crew Administration including crew safety features STCW compliant Currency Exchange handling Purser s Cash handling with multiple cash books Integrated POS with item details available in SPMS Multiple Cruise Open capability Automated Gratuity Handling & Document Return functionality Personal Daily Programme Fidelio User Tracking & System Security Luggage Tracking functionality SPMS Optional Modules Shore Excursions Module (with Kiosk option) Gangway Security Module (optional Hands Free and/or offline features) SOLAS, ISPS compliant Corporate Access Module Hotel Maintenance Module Package Plan Module Business Centre Module with Internet Access Fleet Management System (with Reservation Interface) Payroll Module Check-in Module Self Service Kiosk Module Medical Module Casino Cash Module Comment Card Module FC Gift Card AffairWhere Spa Module SilverWhere Dining Module Interfaces Shore-side Reservations Systems Door Locking Systems Telephone Systems Human Resource Systems Advanced Passenger Information System (US, Australian, Malaysia, Panama Canal) General Ledger Systems Interactive TV Credit Card Processing (on-line & off-line available) Universal Interface Hosted Solutions Fleet Management System Materials Management System Under Development in 2009 Crew Management System (CMS)- supports the overall shoreside and shipboard human resource operation FC Retail Point of Sales system - Integrated with company s Materials Management System FC Loyalty FC Budget & Forecast 6 Fidelio Cruise Mar 2009

7 Ship s Property Management System First installed aboard Aida Cruises 600-cabin CS Aida in June 1996, Fidelio Cruise s Ship s Property Management System (SPMS) provides a central information repository for all passenger and crew details and from which broad functionality and an extensive range of integrated but stand-alone software modules have been developed. These address most aspects of cruise ship operation today but Fidelio Cruise is constantly updating and upgrading them in the face of the increasingly tough challenges confronting the global cruise industry today. The SPMS provides cruise operators with scope to handle individual passengers, groups travelling together, ship s crew, staff and temporary visitors. As passengers and crew check in and prepare to embark, a range of information about each individual is captured and stored in a central database aboard ship. Such information includes passenger name, date of birth, cabin number, flight or travel details, whether or not a member of a group, encoded credit card details, pre-booked excursions, special dietary requirements and so on. A unique specially-encoded Onboard Card is then produced, typically the night before to reduce checkin times. These are then taken outside in preparation for the embarkation process. Any cards that need re-printing can be produced again at the pier. As the cruise guest checks in, a photograph is taken, in line with security requirements set out in the ISPS Code. The photograph is stored on the ship s central database whilst the unique card enables the passenger to move through security where it is either swiped or read remotely to facilitate access to the vessel. Simultaneously the image of the person crossing the gangway is displayed on the Gangway Security monitor allowing verification of the person s identity. Each unique card provides a permanent identity record because the Fidelio Cruise system generates a unique passenger identity number encoded into the Onboard Card. Thus, wherever he or she goes on board, the Onboard Card can be used at the gangway, for example, to board the vessel or at points of sale on board. And all charges can then be made to the passenger s account. The card also incorporates an electronic cabin key function. For cruise ship operators, the cards provide a vital and permanent means of monitoring the location of passengers, visitors and crew ashore or afloat. From the central database, the passenger manifest can be automatically generated whilst the system allows complete accuracy over the number of Souls on Board and the number of passengers and crew ashore at any point in time, as required under Safety of Life at Sea (SOLAS) Convention regulations. Benefits As competition between cruise lines becomes increasingly focused on level of service, the benefits of Fidelio Cruise s SPMS software, as against individual cruise lines own systems, must be carefully assessed. The advantages, however, are very clear to see. And, as a whole new generation of mega cruise ships join the global fleet, with capacity for thousands of people on board, the need to adopt the most effective passenger and crew management systems is becoming even more pressing. The benefits of Fidelio Cruise s SPMS software include: Quicker and more effective checking in / out procedures, thereby improving passenger experience. A sound basis from which a broad range of purpose-built software modules can be integrated A central database holding all passenger and crew information including photographs paving the way for the introduction of faster handling technology, including radio frequency identity (RFID) and Face Recognition software. A continuous and real-time record, displayed on screen, of passengers, visitors and crew on board or ashore. An innovative off-the-shelf product from the industry s leading cruise IT provider incorporating the very best features gleaned during Fidelio Cruise s wide cruise experience Fidelio Cruise Mar

8 Main Features Starting at check-in, SPMS simplifies all Passenger and Crew Handling procedures by storing all relevant personnel information, including photographs, on the central database. Frequent cruiser numbers, emergency or temporary contact details, cabin numbers, complaints and comments are all stored centrally. Such details could include cabin changes, complaints, credit card encryption and transaction history. Whilst Fidelio Cruise has been offering dramatically faster embarkation procedures for some years, the adoption of wireless technology at shoreside checkin stations enables passenger details and passenger status to be relayed to the central database on board. Effective check-in procedures are a top priority for cruise lines Photographs can also be stored Automated check-in is carried out using a credit card, passenger name or a cabin number. Groups can be catered for, using multiple guest reservations and one unique identity, if required, whilst information is stored relating to a passenger s actual stay on board. Thus, prior to embarkation, a passenger is categorised as Checked in Shoreside. On swiping his or her card at the gangway, the status is updated to Checked in and On Board. This assists management of the embarkation process and provides more information to cruise operators. 8 Fidelio Cruise Mar 2009

9 SPMS facilitates effective Passenger and Crew Invoicing with functionality including recognition of multiple credit cards per passenger or crew member, group invoicing, automatic handling of discounts and gratuities, customised invoice layout and printing and fast division or consolidation of bills using Windows style drag and drop. Meanwhile, Micros point-of-sale software systems are fully integrated, thus allowing a cash-less environment for passengers on board, if they so wish. Live check-in updates provide real-time status The crew invoicing function is based on the passenger billing system but incorporates automatic discount and gratuity distribution handling. Cruise guests spending is updated and available to view The system maintains details of multiple credit cards Fidelio Cruise Mar

10 Bill images are retained also with signature capturing Discounts/Routing A key component of the crew handling software is the safety element which sets out the training requirements necessary to fulfil certain tasks at a ship s muster stations or in the event of an emergency on board. The system tracks the safety assignments allocated to each crew member during safety drills whilst also retaining a historical record of safety courses attended and certificates completed or still required. All of these features comply with the International Maritime Organisation s (IMO) International Convention on Standards of Training, Certification and Watchkeeping (STCW) 10 Fidelio Cruise Mar 2009

11 All crew details are also held centrally Fidelio Cruise software helps safety procedures too Appropriate training requirements can be aligned to Muster Positions Crew members qualifications are constantly monitored Fidelio Cruise Mar

12 whilst safety assignments can be more effectively managed Amenities and Special Requests are recorded on the SPMS, another Fidelio Cruise feature that offers significant potential to raise service levels. Delivery times are also tracked. The resulting information can be exported to a cruise line s reservations department at head office on completion of a cruise, to provide more background information for compilation of guest history and future marketing initiatives. View Amenities and Special Requests per guest Passenger feedback and cabin change history allow more effective complaints handling 12 Fidelio Cruise Mar 2009

13 Individual personalised daily itineraries can be planned and printed for passengers and groups to provide a timetable of scheduled activities both on board and during shore excursions. Only the events for which a passenger has enrolled are shown, thereby removing any scope for argument or complaint. Similarly, groups can also be handled effectively in this way. Running hand in hand with more effective passenger handling is better administration and control of ship s staff and crew, Individual itinerary planners help to generate extra revenue based on individual cards which also bear a crewman s picture. SPMS stores all training, Meanwhile, Purser s Cash and Currency Exchange safety, location and crew activity, generates and stores Handling provides full accounting functionality for all crew history and can be fully integrated with Human transactions involving, for example, local purchases Resource Systems at a cruise line s head office ashore. made by the Purser. The system automatically consolidates different cash books relating to the Purser or the Other stored information includes safety courses and certificates, medical exam history, uniforms, crew effects, previous time on board and company items / into a ship s principal operating currency. ship s Master, and automatically converts local tender tools/ equipment issued to each crew member. The Purser s Cashbook tracks miscellaneous expenditure Fidelio Cruise Mar

14 whilst Currency Exchange converts local tender to a ship s principal operating currency. The Fidelio user tracking and system security allows for complete tracking of pre-defined user actions by the use of various sort keys to look up who did took what action, when and why. Additionally the functionality includes an extensive user log file so that all actions can be checked and reviewed by IS Manager or person responsible for administration of the system. Also logs tracking of all database parameters changed, logs System Clean- Up, Change system date. This results in a close monitoring of the entire system allowing for total control over the system. User Log File allows for full tracking of actions taken by whom, when and why 14 Fidelio Cruise Mar 2009

15 SPMS Optional Modules Fidelio Cruise Optional Modules are designed to enhance the functionality of the company s Ship Property Management System software described above. The modules offer substantial scope for cruise ship operators to raise service standards by providing more flexibility and automation whilst reducing the scope for human error. The modules are installed by the company s own personnel who are specially trained to ensure that individual modules are fully integrated with a customer s existing systems. It goes without saying that Fidelio Cruise s support system comes as an integral element of any module package. Gangway Security Module Fidelio Cruise s Gangway Security software comprises the very latest in cruise ship access management technology. Uniquely, it incorporates both the functionality required by the Safety of Life at Sea (SOLAS) Convention and the International Ship and Port Facilities Security (ISPS) Code whilst, simultaneously, providing a range of features which make the cruise ship embarkation / disembarkation process quicker, simpler, more easily managed and less intrusive for passengers. Gangway security poses a vital challenge for cruise ship operators facing ever-stricter security requirements and a new era of mega-vessels which will require the efficient processing of more passengers in less time than ever before. Additional benefits from Fidelio Cruise s new software include improved control of crew location by preventing unauthorised trips ashore (maintaining in-port manning) and stopping guests with unbalanced accounts disembarking the vessel. The system also provides a completely accurate real-time status of souls on board at any moment, as required by both SOLAS and the ISPS Code. Whilst the company is already working at the cutting edge of Gangway Security and access management systems, further significant software developments are imminent. Fidelio Cruise software designers are focusing on the adoption of new technology that will make gangway management systems even faster and more effective in the future. Effective Gangway Security is a must for cruise operators today Fidelio Cruise Mar

16 Fidelio Cruise President Tony Heuer explains: Cruise ship operators must already ensure that they have extremely robust security procedures in place on board ship. But the industry is now absorbing new tonnage capable of carrying more passengers and crew than ever before. It is vital that ships software systems can handle large numbers of passengers and crew quickly, safely and without delay. Both RFID and Face Recognition offer significant potential to make gangway security management even better than it is today. Radio Frequency Identification (RFID) RFID is based on the automatic identification by reading devices of passive transponders embedded in cards issued to every passenger and crew member. A unique number encrypted on every card is recognised by the reading device at a distance of up to 80 centimetres. With this unique number, the device can access all of the relevant data held on a central server relating to a particular passenger or crew member. Whilst the reading device at the gangway would be an obvious piece of ship security equipment, it will also be possible to locate such devices within a ship s fixtures, fittings or furniture at other key locations on board a vessel. Quick Check-in Module with Off-line functionality A key component of the Fidelio Cruise Ship Property Management System (SPMS) is the Check-in software which forms the basis for recording all passenger information. The SPMS provides cruise operators with scope to handle individual passengers, groups travelling together, ship s crew, staff and temporary visitors. As passengers and crew check in and prepare to embark, a range of information about each individual is captured and stored in a central database aboard ship. Such information includes passenger name, date of birth, cabin number, flight or travel details, whether or not a member of a group, encoded credit card details, pre-booked excursions, special dietary requirements and so on. Encoded cards enable cruise lines to meet ever-stricter security requirements at the gangway and provide a permanent record of passengers/crew/visitors as required under SOLAS regulations. Refinements to Fidelio Cruise s Check-in Module now guarantee that fast and effective passenger handling can continue during embarkation even if the computer connection between ship and shore is lost for some reason. Advantages include Faster and more effective passenger and crew handling Non-intrusive processing with no need to swipe cards Ability to determine direction of travel, ie. embarkation or disembarkation Scope to include a metal detecting capability, further assisting security procedures Potential to improve service standards on board, by greeting certain passengers, where appropriate, by name. This off-line functionality enables check-in personnel to continue the embarkation process uninterrupted and without having to resort to time-consuming manual procedures risking the possible loss of data. The system continues to collect relevant passenger information such as status and photograph, and updates are then automatically sent when the connection is reestablished. There are no delays and no inconvenience to passengers or staff. The system is designed to work so effectively that embarking passengers would not even notice if any communications issues were to arise whilst they were being checked-in. 16 Fidelio Cruise Mar 2009

17 Remote Check-in Module A key component of the Fidelio Cruise Ship Property Management System (SPMS) is the Check-in software which forms the basis for monitoring the location of every passenger and crew member on board ship. However, as an extra optional module which significantly enhances passengers checking-in experience, Fidelio Cruise now offers a Remote Check-in Module. This powerful management tool significantly increases the flexibility of passenger handling whilst reducing the time and improving the environment in which passengers check in for their cruise. This facility offers significant benefits both for cruise ship operators and their passengers. Boarding cards, credit cards and photographs can all be processed remotely, thereby reducing the number of passengers queuing at cruise terminal facilities and radically cutting passenger processing times during check-in. Passengers checked in remotely are only required to pass through standard security checks, having had their status updated remotely from Expected to Checked-in, and subsequently on embarkation, from Checked-in to Checked-in and Aboard. Feedback from cruise lines already using the company s Remote Check-in Module highlights the following benefits: Reduced embarkation times, length of queues and passenger discomfort Provides a potentially more comfortable and relaxed environment for passengers to start their cruise, thereby improving their experience from the outset Remote check-in stations are fully integrated with a cruise ship s SPMS, providing board cards and credit card receipts in exactly the same way as at terminal check-in More effective embarkation procedures offer potential to reduce port turnaround times and raise cruise lines productivity. Remote Check-in allows more flexible passenger handling procedures Shore Excursion Module As the size of modern cruise ships continues to increase and the spread of activities on board to broaden, effective management of passenger excursions presents a growing challenge. Fidelio Cruise s Shore Excursion Module provides cruise operators with a highly flexible software package which, together with a ship s SPMS, allows complete control of passengers both ashore and afloat. Another example of Fidelio Cruise creativity at work, it has been designed to make the management of shore excursions simpler and more efficient. Fidelio Cruise Mar

18 In doing so, the shore excursion software also provides shipboard staff with significant scope to raise further the quality of service on board. Not only can passengers independently review shore excursion timetables and availability, but by using the company s Self-Service Kiosk, they can also book their own excursions, print their tickets and review their account status. Facilities include: Constant real-time control of bookings, availability, unused, voided and completed excursions Handling of individuals, groups and sub-groups, all with multiple pricing levels incorporating discounts, child rates, overweight pricing, cancellations fees etc Scope to bundle excursions for sale as a package with an option to wait-list or overbook Ability for passengers to make reservations and enrol independently at a kiosk Customised ticket design with various batch printing options Scope to import tour templates, bookable excursions and pre-paid tours. Guests can now enroll themselves on shore excursions at a kiosk and Batch ticket processing improves efficiency 18 Fidelio Cruise Mar 2009

19 FC Ticket FC Ticket provides ticketing functions for on board events such as movies and shows, and gives the possibility for venues and/or equipment to be issued to guests for limited timeframes - such as cabanas, jet-skis, mountain bikes, etc. FC Ticket aims to provide maximum flexibility for all operational circumstances. The system provides scope for a customised set-up which can include: the events wanted, ticket types, ticket event templates, discounts, refunds/cancelation reasons and so on. Passengers can book tickets for any number of events on a particular cruise, with all charges posted directly to their central account. Equipment and kit such as towels for cabanas, life vests for jet skis and helmets for mountain bikes are automatically monitored and tracked. Meanwhile all ticket sales are recorded in real time, recording the number of tickets sold and the number still available. Over time, events that consistently prove less popular can be changed or dropped. Benefits include: Ability to import set-up records such as templates and data records such as pre-paid tickets, prebookings or waiting lists Charges can be posted to appropriate guest account Capability to manage events and track attendees Flexibility when it comes to discounts, refunds or cancelled ticket events Key events are logged for audit purposes Passengers can book tickets for any number of events on a particular cruise, with all charges posted directly to their central account Fidelio Cruise Mar

20 Self-Service Kiosk Fidelio Cruise Self-Service Kiosks are proving popular with cruise lines which see the benefits of an unmanned, 24-hour revenue-enhancing feature which raises passenger service levels on board still further. The Self-Service Kiosks, which are fully integrated with Fidelio Cruise s SPMS, are designed primarily so that cruise guests can obtain details and book themselves on to shore excursions during their voyage. However, the Kiosks also provide other information for cruise guests and can also incorporate internet functionality with times, details, availability and price. A further option enables a passenger to view a brief video of that particular excursion. If that proves attractive, the guest can book the required number of tickets. These are printed automatically and available immediately, whilst the guest s account is automatically updated with the cost of the chosen outings. As well as booking excursions, passengers can use the Self-Service Kiosks to review their Onboard Account, to read about the ship s itinerary and/or its features and, if appropriately set up, to surf the internet. A guest s Onboard Card logs usage and bills charges automatically to his or her account. Feedback from lines which have taken this module indicates that the Kiosks provide an additional revenue-generating facility, attracting passengers into excursions they might otherwise not have taken. The Kiosks are very simple to use and can be located in prime sites on board, thereby attracting the attention of people in the vicinity. The self-service kiosks can be located at prime sites aboard ship The Kiosks are activated by a passenger s Onboard Card which notes his or her details and provides a range of options on a touch-screen. If a passenger is interested in choosing future shore excursions, for example, a list of potential outings is provided, together Benefits include: An automatic, Passengers have 24-hour unmanned access facility open 24 hours a day Another means of promoting shore excursions, including last-minute or night-before bookings, with scope to add appealing video footage User-friendly design with touch-screen and automatic billing to guest s own account Scope for passengers to review their Onboard Account or look at the Ship s Information Channel, incorporating details of itinerary, ports, upcoming attractions, future cruises and background information about the ship itself 20 Fidelio Cruise Mar 2009

21 Hotel Maintenance Module The Fidelio Cruise Hotel Maintenance Module enables cruise operators to adopt a whole new approach to maintenance that effectively eliminates human error, cuts maintenance response times, improves the tracking of faults and their rectification, and establishes a precise record of faults and the resulting maintenance required, thus providing a factual back-up for warranty claims or potential passenger complaints later. The Module is designed to cover all passenger and crew areas and removes the need both for paper reporting and almost all verbal orders, thereby reducing the risk of fault reports going unheeded resulting in complaints. The software logs all maintenance requests from cruise line guests and crew, and automatically routes these to the Hotel Service Engineer and relevant department for attention. The requests themselves can be reported automatically by passengers from their cabin telephones which are specially encoded to generate maintenance requests if required. The software notes the cabin number, the nature of the fault and/or the maintenance required. Whilst cruise line guests may not themselves recognise the benefits of the Hotel Maintenance Module, they certainly would do if they had experience of earlier paper-based systems. Benefits include: Automatic generation of maintenance requests and delivery to appropriate department Faster response times with resulting improved passenger service levels Scope to monitor the progress of repairs and to log their completion Creation of a permanent maintenance record for all public and crew areas on board Scope to integrate Hotel Maintenance with Fidelio Cruise Materials Management, thereby improving inventory control Simple and automatic fault-reporting system via cabin telephone Simplified passenger complaint handling The Hotel Maintenance Module also generates a permanent and ongoing history of faults and the resulting maintenance requirements on board ship. This enables engineering staff to identify weak components, vulnerable areas of the vessel or design faults on board. They can then address the causes of continuing breakdowns or faults in possession of a factual real-time record for use in warranty claims. When linked in to the Fidelio Cruise Materials Management system, there is also an opportunity to monitor the availability of components required for repair and to procure them as and when required at the most favourable prices. Maintenance can now be more effectively arranged and its status tracked Fidelio Cruise Mar

22 Payroll Module As cruise ship operators prepare to manage many thousands of crew across a fleet and up to [2,000] ship staff aboard a single vessel, managing the payroll has become a growing challenge and now absorbs an increasing volume of management resources both ashore and afloat. The Fidelio Cruise Payroll Module can change all that, however. Operators who have invested in this innovative software point to dramatic savings in payroll management resources, happier crews and, as a result, happier ships. This, they believe, results in more effective ship operation, an overall improved service for the passenger, more repeat business and ultimately, higher profits. However, the industry s success in identifying new labour markets in which to recruit ship staff has raised yesterday s challenge in to today s major headache. One single ship may now have as many as [20] separate nationalities working on board, paid at different rates over different intervals, all with specific and individual deductions, overtime payments, sick pay and allowances, and with particular requirements on how, where and when to be paid their money. The result? A vast and complex payroll matrix that is extremely difficult to manage manually but which, with Fidelio Cruise s Payroll Module, becomes relatively simple and efficient to operate. management today. It calculates basic wage, overtime, leave pay, sick pay, seniority pay and deducts advances, telephone calls, bar bills and penalties. And reports can be generated as required using the Fidelio Cruise Crystal Report system. Benefits include: Crew information obtained from SPMS, thereby avoiding duplicate entry Choice of currency or currencies, including variation from that of Front Office Ability to run a series of separate payrolls over varying periods, eg weekly, monthly Calculates all elements of wages and salaries and then computes all deductions Monitors cash advances as crew members swipe their Onboard Cards, and calculates available balance Manages sick pay for insurance claims and records sick days on board or ashore Flexibility to handle temporary promotions and demotions and other variations Calculates final wage account for a set operating period Can be automatically sent ashore for crosschecking and comparison with other vessels The Payroll Module holds contract and payroll information in an Oracle database and is fully integrated with the Ship s Property Management System. Meanwhile a link with the Fleet Management System enables crosschecking of the payroll at head office, if required. The Module is designed with maximum flexibility and can hold a series of separate payrolls if required, eg. deck and engine officers, deck and engine ratings, hotel staff and so on. The Module is also designed to incorporate all of the pay codes and individual variations that can consume so much administrative time in payroll Many crew nationalities can be processed using the Payroll Module 22 Fidelio Cruise Mar 2009

23 Spa Module Lifestyle developments and trends in health and fitness are contributing to the exponential rise in Health and Fitness Spa usage aboard modern cruise vessels today. As a result, such facilities are becoming an increasingly important source of revenue generation, particularly as the range of therapies and treatments widens and their availability can be scheduled from dawn to dusk. service shortcomings such as delays or over-bookings are potentially unwelcome causes for complaints. The Fidelio Cruise Spa Module, however, offers radical scope to simplify Spa management, thereby raising the level of customer service, improving the productivity of the Spa facilities on board and maximising revenue generation. However, the effective management of health and fitness facilities has become increasingly complex, not only with size but also with the extent of treatments and therapies that guests expect, the broad range of associated products, the related equipment and the range of therapy skills required by ship staff. Customers expectations, meanwhile, are rising all the time and any An interface with Fidelio Cruise Materials Management allows constant real-time monitoring of the wide range of items and products stocked in a modern Spa. Meanwhile, integration with Fidelio Cruise Personal Itinerary, a feature within the Ship s Property Management System, allows passengers to plan their day and reduces the risk of overlooked appointments. Effective booking improves the productivity of both Spa staff and facilities Fidelio Cruise Mar

24 All of these features are designed to reduce the administrative workload of Spa facility managers, enabling them to devote more time to the needs of passengers and make the very best use of the therapies, treatments and equipment on offer. Features include: Scope to design a specific Spa management system through choice of parameters including number and type of rooms, therapists and treatments Access to central database facilitating instant guest information Complete list of all therapists, together with their individual qualifications and capabilities Point-of-sale functionality enabling cash-free charging, including product purchase and therapist tipping, all to a passenger s central account Colour-coding system to represent status of each appointment Expected, In Progress or Completed and Billed Facility to track no shows with automatic predetermined charge levied to customer account Alert facility to signal double-bookings with manual over-ride subject to user rights Comprehensive Daily Calendar and Appointment schedule detailing all events and tracking their current status Scope to provide individual therapists with their future work schedules, thereby improving efficiency Benefits Better use of facilities and therapists time. Improved management of therapists through more advance notice of their future commitments. Real-time tracking of all current therapies, future availability, equipment requirements, pricing and duration Greater customer satisfaction and fewer no shows. Spa facilities are becoming an increasingly important source of shipboard revenue 24 Fidelio Cruise Mar 2009

25 Comment Card Module As cruise lines seek to maximise repeat business and win over cruise guests from competing lines, customer feedback has never been more important. However, the processing and analysis of many hundreds of Comment Cards is labour-intensive, time-consuming and tedious. And, with the new generation of passenger liners capable of carrying thousands of passengers, the challenge associated with Comment Card processing becomes even more formidable. Some lines choose to delegate responsibility for Comment Card processing to individual ships within their fleets. There are, however, fundamental drawbacks to this. The time-consuming task falls low on the priority list of, for example, a busy Purser who has many other more immediate concerns and is unable to allot the required block of time for thorough analysis which, as a result, becomes hurried, inaccurate or just plain wrong. Fidelio Cruise s Comment Card Module is a highly effective and extremely fast solution to this challenge and offers scope to customise survey forms, print them on board and analyse the results in a matter of hours. The Module removes all the lengthy manual processing and thereby cuts substantially the margin for errors. The Comment Card Module is very flexible. Preprinted surveys can be scanned in or designed and printed onboard, with appropriate spaces for cruise guests feedback. Meanwhile, the passenger s information is already held centrally on the Fidelio Cruise Property Management System. The software is capable of recognising both Optical Mark Recognition (OMR) and Optical Character Recognition (OCR) whilst handwritten comments can be scanned, stored and viewed as required. Moreover, if the Module is integrated with the Fleet Management System, the results of passenger surveys can be available to shore-based staff in a matter of hours. The Comment Card Module saves substantial labour-intensive administration Fidelio Cruise Mar

26 This integration to the Fleet Management System (as described on pages 33-36) facilitates detailed analysis of cruise passengers feedback, a powerful tool for marketing personnel and surveys can be compared in a number of different ways. For example, survey results for one ship on different cruises can be analysed, or for a fleet of ships on one specific itinerary over time. Features include: Scope to analyse and type of scanned-in Comment Card or Survey which can be customised and printed on board Generation of personalized surveys Ability to process large numbers of forms in a very short time Opportunity to cut the number of Comment Card analysts Space to store large numbers of historical survey results in a form that lends itself to analysis by a range of different parameters Ability to view individual Comment Cards, as well as the results of completed surveys Automatic weighting of survey results by a scoring system, thereby assisting analysis Flexibility to personalize surveys by cruise guest name, cabin number, group, table number of survey card number Scope to enable shipboard staff to focus on customer service Ability to have survey results completed and sent ashore within a few hours of the end of a cruise itinerary, thus aiding marketing analysis Cruise lines that have adopted the Fidelio Cruise Comment Card Module have witnessed dramatic improvements in efficiency with some cruise executives openly admitting they wonder how they managed before, when Comment Cards were processed manually and the results assessed by analysts. Shipboard surveys can now be made available to head office within hours 26 Fidelio Cruise Mar 2009

27 Medical Module Fidelio Cruise s Medical Module offers significant potential to raise the standards and productivity of medical services on board ship, a growing challenge in an era which will see new cruise ships carrying a population equivalent to a small town. By swiping the passenger s Onboard Card, medical staff gain immediate access to all of the patient s relevant details, including name, address, date of birth and cabin number. This saves many valuable minutes over the course of a hospital day as medical staff do not have to re-enter passenger information that is already held on the main server. This enables them to devote more time to treating patients and significantly improves productivity. Once diagnosis is completed, medical staff enter the relevant notes, together with details of treatment, medication supplied and follow-up if required. The software provides a printed invoice, covering all categories of treatment supplied, under separate headings which is provided to the patient for his or her records. Such invoices are then stored in the system and can be reviewed or further treatment costs added in due course. All charges are automatically billed to the patient s account on board. Materials Management system, thereby tracking the use and remaining inventory of medicines held on board. Benefits include: All relevant passenger information available at the touch of a button Medical Module screen formatted specifically for hospital use, with separate sections for Diagnosis, Treatment and Follow-up, if required Automatic invoice print-out for patients records Scope to store patient records and invoices, and update or add to them if additional treatment is required A further key feature of the Medical Module is its capability to generate and print standard letters detailing treatment and medication supplied on board, both for a patient s General Practitioner ashore if follow-up treatment is required, and also for possible future medical insurance claims. Again, this feature is a major time-saver it radically reduces patient-related administration whilst, at the same time, improving the quality of medical services available on board. In addition, the Medical Module provides the basis for service evaluation and other analysis. For example, it will track all medication used, the total cost of medical treatment, the number of guests treated per cruise by cabin and a range of other variables. This facilitates important shore-side analysis. Moreover, the Medical Module can be integrated with the Fidelio Cruise The Medical Module allows staff to spend more time with patients Automatic billing to patients main account on board Integration with Materials Management enables a real-time snapshot of medicine inventory on board Scope to generate standard letters with appropriate details of condition, treatment and medication for patients GPs ashore and for future insurance claims Potential to reduce the number of medical support staff on board, particularly aboard larger vessels Significant scope to improve front-line medical services Fidelio Cruise Mar

28 Business Centre Module with Internet Access Twenty-first century communications are such that many cruise line guests expect to be able to maintain contact with friends and family, surf the Internet, or even write letters and work on spreadsheets whilst at sea. Fidelio Cruise s Business Centre Module with Internet Access provides cruise ship operators with a highly effective means of catering for, and managing passengers Business Centre use, with billing automatically routed to guests accounts. The system operates using a standard PC and motorised card reader. When a passenger logs on with his or her unique Onboard Card and opens a chosen application, Fidelio Cruise software automatically recognises the card and monitors the length of time spent on the Internet or using other computer applications. Cruise lines can choose the rates at which these services are charged out and the total cost of each session is automatically billed to a passenger s central account. status of their account. Other benefits as compared with pre-paid cards include greater flexibility on rates, more freedom for guests to surf the Internet for as long as they want, and better use of resources as passengers realise they can exercise more control over their chosen activities. Linked to the Business Centre Module, but located separately in crew quarters, a number of PCs can be made available for crew members to keep in contact with friends and family. Cruise lines typically offer deep discounts for crew communications but such facilities still allow scope for a modest mark-up. On some of today s largest vessels, the volume of crew communications is substantial. The Business Centre Module provides additional functionality by allowing passengers to check the availability of shore excursions and other activities, and book them if they wish. They can also check the 24-hour internet access is expected by many cruise-goers today 28 Fidelio Cruise Mar 2009

29 Package Plan Module The Fidelio Cruise Package Plan Module provides the means by which pre-paid promotional packages can be automatically handled on board ship. Through a passenger s unique ID number, details of his or her prepaid promotion are automatically fed in and updated on a real-time basis throughout the duration of the cruise. For cruise lines, the Package Plan Module offers substantial marketing and financial benefits including the potential to sell a far wider range of promotional packages and, importantly, to generate revenue up front. For ships staff, automatic processing on board saves time, removes scope for errors and allows the simultaneous handling of a wide range of separate package plans. Benefits include: Scope for cruise lines to offer a wide range of promotional package plans ahead of a cruise increasing onboard revenues. These plans can be tracked and handled simultaneously on board ship. Examples include wine promotions, spaand beauty-oriented programmes and shore excursions. Automatic handling through a simple identifier from the reservation system to a passenger s unique ID. Effective handling of a broad range of credits, package plans and promotions and constant realtime status updates. Scope for passengers to monitor the status of his or her package plan at the Self-Service Kiosk. The software can also be used to handle crew bar allowances automatically. For example, if senior officers are granted bar allowances for cruise guest entertainment purposes, this module can automatically draw down such allowances enabling a continuous real-time record to be maintained. The Package Plan software helps to generate revenue up front A facility for a cruise line to restrict a promotion or credit to a specific revenue-generating area on board, such as particular bars, spas or gift shops right down to items within those revenue areas i.e. in bars passengers may be offered beer and wine but not spirits on the package plan. Scope for credits to be specifically targeted to a particular product or product range within an area of the ship, eg. New World wines in any of the ships bars. Automatic handling and status monitoring of shipboard staff s bar allowances. Fidelio Cruise Mar

30 Casino Cash Module This user-friendly cash management software system is a convenient, effective and secure way of improving yields in the casino. It enables passengers to buy chips in the casino and to obtain cash advances either in the casino or at Reception, transactions which are automatically posted to the guest s Onboard Account. Security is assured through the Module s integration with the Ship s Property Management System. Photographs of all checked-in passengers, together with personal details, are displayed on screen, together with details of previous transactions, credit limits and possible restrictions. The system can limit cash advances to those guests whose credit cards are to be used for final payment and whose credit-standing is in good order. The permanent record of cash management significantly simplifies administrative procedures in the casino, thereby easing casino back-up and increasing productivity. The system also helps to ensure that casino guests remain within their spending limits, if appropriate, and holds a permanent record of all cash and chip advances for as long as necessary. Benefits include: Immediate identification of casino guests by name and cabin number, with photograph and other relevant details Flexibility to allow passengers to exchange cash for chips in the casino, or obtain cash advances in either the casino or at Reception Automatic posting of such transactions to a guest s Onboard Account Scope to determine the level of service charge as a percentage Ability to impose daily limits, with a passworddetermined overwrite option Ability to restrict cash advances to passengers whose credit-standing is known to be sound Improved casino yield through higher productivity, reduced labour-intensive administration and fewer credit issues The Casino Cash Module helps credit control and improves yields 30 Fidelio Cruise Mar 2009

31 FC Gift Card As a new generation of mega-liners joins the world s cruise-fleet, cruise ship operators are looking for opportunities to enhance revenues, increase incremental sales, and expand brand awareness. With more passengers and crew than ever before, challenges relating to youth spending controls and attempts to defraud are growing. The identification of participants in beverage and other package plans is often limited to stickers, paper cards or temporary bracelets. Many operators would like to extend a pre-paid and promotable form of limited credit to passengers while still offering the potential to raise additional revenue safely. Fidelio Cruise s FC Gift Card provides a new form of payment, similar to cash, which can be used at designated restaurants, bars and retail outlets. Gift Cards are not activated until sold and the details are not stored on the card, but are held on the central database. Any purchases are automatically deducted from the card balance. Benefits: Eliminates the use of paper cards, stickers etc and substitutes cards linked to a centralised system; Cards can be purchased by third parties before or during the cruise; Passengers can top up their cards as needed, resulting in increased sales volumes; Cards can be used as consumer incentives, through promotional programs or integrated into FC Loyalty, a reward points program; If warranted, billboard advertising through sponsorship (especially for charters and groups); Ability to limit sales to specific revenue outlets; Use-limit restrictions based on age (minor / alcohol) or revenue outlets; Fully integrated with FC Management SPMS, MICROS points-of-sale and, if required, with FMS. The cards are fully integrated with onboard pointsof-sale and ensure a streamlined sales process similar to a passenger s current boarding card. For youths and minors, cards can be issued to control spending, and ensure limited controls in beverage outlets. Once the Gift Card is activated, all related purchases are posted to the passenger s central account Fidelio Cruise Mar

32 FC Promoter Module FC Promoter provides a competitive advantage through improved selling and merchandising processes, effective business rules, as well as comprehensive information gathering to accommodate strategic management objectives. It reveals lost revenue opportunities and increases revenue growth potential by identifying lastminute booking or sales opportunities and promoting these to a target-group of guests. Promotions can be operator-defined at a system-wide level to be sent at pre-determined times to Interactive TV, or rules-based to a select group of guests based on demographics, suite occupancy, spending pattern, frequent cruiser status, etc. A half-empty restaurant, a poorly attended shore excursion, or a bunch of therapists sitting around in a Spa with no clients are lost opportunities for generating revenue. FC Promoter has been especially designed to identify and maximise revenue-generating opportunities which, if not used today, are potentially lost forever. the take-up of these service offerings. These revenuegeneration opportunities can be marketed and promoted to specific cabins via ITV, fliers in public spaces and/or hard copy invitations. An example could be a premium restaurant with low bookings one evening. The rule might be written as follows: if bookings for the restaurant are less than 50% at noon, target all guests booked in suites and offer a free glass of champagne or a cocktail on arrival at the restaurant that evening. Benefits include: Identification of sales opportunities potentially lost for all time Automatic marketing, with possible incentives, to specific target groups Range of marketing media, including Interactive TV, public notices and hard-copy invitations Rules-based set-up enables constant automatic operation The rules-based software identifies such opportunities and, if certain criteria are fulfilled, automatically offers incentives to carefully targeted groups on board to encourage FC Promoter is designed to identify sales opportunities before they are lost Sales opportunities can be targeted at specific groups 32 Fidelio Cruise Mar 2009

33 FC Loyalty As cruise lines compete for market share, customer loyalty is more important than ever. Fidelio Cruise s Loyalty program has been designed to assist in the identification and reward of returning guests whilst also tracking spending habits and consumer trends. The new module is fully integrated with the company s Ship Property Management System (SPMS) and the Fleet Management System (FMS), and all shipboard data is therefore automatically and regularly transferred ashore for thorough analysis. FC Loyalty helps stimulate and reward customer loyalty and assists cruise operators in maximising the value of returning guests. Integration with FMS provides a basis for robust and more extensive financial analysis and to identify profitable guests through their spending patterns, capturing their preferences and providing a basis for the improvement of products and services. Other features: Rewards guests through Earn and Spend functionality. Optional automated reconciliation of guest s past sailing claims against historical records. Guest loyalty profiles developed from captured and stored consumer information. Loyalty Card production. Integration with MICROS to identify Tier Level upon Guest account inquiry. Integration with FMS to provide automatic data transfer ashore. Fleet-wide ID generation over historical records with operator definition, through FMS. Future development includes a web-service to enable customers to update their profiles online. Benefits include: Helps to stimulate and reward customer loyalty. Assists cruise operators in maximising the value of returning guests. Raises consumer knowledge to improve target marketing. Discounts available on board in exchange for accumulated points. Increased sales, and scope to design products to meet guests unique needs and wants. Provides a basis on which loyal customers spend more on familiar repeat purchases, and provide positive referrals to friends and family. Extensive reporting and customisation. FC Loyalty is the right tool for cruise lines to place value on returning passengers, to fine-tune marketing initiatives and to design products that best suit their guests wishes. The system maximises marketing spend positive referrals are far more cost-effective than direct marketing to new customers; moreover, repeat guests are often easier to service, thus reducing operating costs. Fidelio Cruise Mar

34 Fidelio Cruise Fleet Management System Fidelio Cruise Fleet Management System (FMS) provides cruise operators with a powerful new management tool capable of analysing all financial transactions, movements and maintenance issues taking place across a fleet of cruise vessels on a frequency determined by the customer, but typically once a day. The fleet management software, the first purpose-built system of its type, provides an intelligent warehousing capability of a wide range of data that is relevant to vessel operation across a fleet of ships. For example, FMS constantly logs all of the transactions which take place across every nominated vessel within a particular fleet, enabling cruise operators to track every vessel and to compare their operational and financial performance against a range of parameters. FMS tracks the overall financial status on board a ship, or fleet of ships, facilitating in-depth analysis of where, when and what is consumed and spent, as well as maintenance requirements, response times, passenger feedback, complaints, gangway access and disembarkation in fact, any data that is potentially useful for cruise ship managers ashore. Wide View The FMS enables a broad range of comparisons to be made. For example, ships working similar itineraries may perform differently. Why? Passengers aboard one ship may spend more than those on others. Passenger feedback may be consistently less favourable from one vessel, as compared with others. FMS provides management with a constant source of real-time data on which to focus detailed analysis. Once a day (intervals are definable by user), using Microsoft Message queuing via satellite, all vessel records that were modified on the previous day are sent from each vessel to a cruise line s headquarters and/or regional offices. This provides a unique source The Fleet Management System provides a powerful new management tool at head office 34 Fidelio Cruise Mar 2009

35 of management information on what amounts to an almost real-time basis. Now, all transactions, all revenue flows, all passenger demands, purchases, activities and movements are constantly logged, facilitating a daily fleet-wide profit and loss management accounting system and an instant snapshot of overall fleet performance. FMS is the latest generation of software that supersedes earlier shore consolidation systems. It is many times more powerful and incorporates a range of distinctive features and extra functionality. It can be integrated with existing third-party data sources by separating the layout from the sourced data, Fidelio can tailor the software to fit with customers existing systems if so required. Thus, multiple data connections can be integrated into the FMS, resulting in a streamlined and highly effective consolidated system. This means that existing software systems are not made redundant they are simply made to work more effectively. One important feature currently under development is a web-based facility that will, subject to appropriate security settings, enable managers to access FMS remotely, wherever they may be. This upgrade is likely to be available by the end of Existing customers point to a wide range of benefits resulting from the installation of FMS on board their ships, including: Complete fleet-wide transaction and passenger activity monitoring at intervals defined by user Fully consolidated and current fleet data available in headquarters and / or regional offices for a wide range of accounting, marketing, maintenance and demographic analysis Scope to fine-tune cruise schedules to maximise revenue generation Potential to customise FMS to integrate fully with existing data systems The means by which to carry out a comprehensive multi-dimensional cruise fleet revenue analysis A broad range of parameters can now be analysed Fidelio Cruise Mar

36 Key Components and Features 1. Shipboard Database The Shipboard Database provides all of the raw data which is used for daily reporting and subsequent analysis using the FMS software. It can include all (user definable) passenger and crew information, including personal profiles and details of accommodation; it records all transactions including details on size, timing, location and method of payment; and it notes all passenger activity including shore excursions, spa bookings and business centre use. It can also incorporate customer feedback and provides a sound basis on which to manage customer complaints procedures. The Database is completely accurate on a real-time basis and its contents are transferred ashore via satellite on an interval determined by the user, but typically once every 24 hours at night. Once the information is transferred to the Database at a cruise line s headquarters, it is consolidated and analysed on a ship-by-ship or fleet-wide basis. 2. Data Security Once all selected data from the Shipboard Database has been transferred ashore, a comprehensive filtering system drawn up by the customer ensures that only relevant information from the Database is available to specific managers ashore. Never before has there been such a powerful means by which managers can be provided with exactly the information they require for efficient control and sound strategic decision-making. Fidelio Cruise works closely on tailoring data security requirements to meet individual customers specifications. These often vary widely. 3. Statistics Manager The Statistics Manager allows users to extract information from the consolidated database ashore for the purpose of analysing a wide range of criteria. Revenue per passenger day is a key measure of profitability and can be measured against any number of variables including cruise ship schedules, passenger profiles, vessel geographic location and the effects of shore excursions on spending aboard ship. A unique feature is Passenger details down to bill image are now available ashore 36 Fidelio Cruise Mar 2009

37 the capability of analysing passenger spending trends over time, adding yet another dimension to complex cruise operation analysis and allowing more targeted marketing initiatives aimed at maximising passenger spending on board. Such analysis, it is believed, can assist in the strategic planning of cruise itineraries but optimising such variables as length of cruise, time at sea and time between port calls. now have an extremely powerful cruise analysis tool enabling design of the best itineraries incorporating the optimum selection of activities and excursions, supported by the most popular food and wine, and so on. Ultimately, this enables a cruise line to offer its customers as close to the ideal as possible, and of course this is reflected in the financial yield per passenger and ultimately a cruise line s profitability. Benefits The FMS breaks new ground in cruise IT software by providing managers and operators with a multi-dimensional revenue analysis facility which can be tailored to dovetail exactly with a cruise line s existing systems. Never before have shore-based managers benefited from a daily snapshot of activity across a fleet of vessels. Such data, transmitted by satellite daily from ship to shore, provide constant updates on passenger revenue per day and consumer trends, patterns and developments over time. Certainly, feedback indicates that cruise lines which have adopted FMS across a fleet of cruise ships have noted favourable comment from returning customers. They have noted enhanced operational efficiency which has improved cruise quality. However, FMS is a dynamic management tool and provides continuing scope for the design and re-design of itineraries to obtain the very best results. The ability to monitor over time the demand trends of consumers allows cruise lines continuously to develop their products, together with principal selling points, and thus to maximise the profitability of their operations on an ongoing basis. Measuring direct financial benefits arising from the FMS is not easy, but cruise lines which have installed the system point out that their management personnel A personalized dashboard displays all operating figures Fidelio Cruise Mar

38 FC Budget & Forecast Shore-based cruise line managers often maintain and manage budgets in Excel spreadsheets and these to the vessels as necessary. However, because of individual interaction, these are sometimes prone to error and/or duplication. Fidelio Cruise introduces a new tool to help administer ships budgets and financial forecasts. FC Budget & Forecast provides a new approach to forecasting, and the preparation and production of budgets, and it provides for the automatic synchronisation of data between offices ashore and cruise ship managers at sea. In order to ensure consistent budget and forecast information aboard a cruise line s vessels, it is vital that shore-based managers and shipboard staff are able to share, communicate, and act upon the same information. The company s new software now allows shoreside staff to plan and prepare the budgets whilst also providing shipboard personnel with scope to make modifications based on operational realities. The result is that for the first time, both sides have an online view of the budgeting process with data transferred automatically, with little or no user intervention. actual figures can be compared in almost real-time and historical data held centrally in the Fleet Management System can be used for planning the funds. FC Budget & Forecast can also be used as a standalone system for cruise lines that do not have FMS installations on board their ships. Benefits include: An integrated solution replacing manual processes; Improved record-keeping, historical data retention and retrieval capabilities; Allows shoreside personnel to manage Budgeting and Revenue Forecasting centrally, using existing onboard data; Automatically links ship and shore to common budgeting and forecast source; Frequency and intervals of transfer are definable; Provides budgeting at all levels; Allows secured access to budget detail modification; Co-ordinates budgets with specific time periods to accommodate seasons, itineraries, geographic regions, etc. The application is integrated with Ship Property Management System aboard ship and with the shoreside Fleet Management System (FMS). For the first time, actual operational revenue can be compared with budgeted forecasts and areas of variance can be identified. Moreover, through FMS, budgeted forecasts and 38 Fidelio Cruise Mar 2009

39 FC ResOnline Fidelio Cruise s ResOnline system has been designed specifically to facilitate automatic data transfer from shore-side reservation systems to onboard users, right up to a short time before sailing. Based on the company s Fleet Management System, ResOnline ensures full transparency of data and eliminates the risk of human error, providing ship staff across a fleet of vessels with exactly the same passenger information as is available ashore. The ability to sell tickets and update passenger information close to the time of sailing is a key objective of many cruise lines. But in current operating environments, cruise ship operators often produce guest reservation import files several days prior to sailing. Any subsequent changes are usually transmitted to the vessel (and remote locations) via fax and/or . Typically these include amenities, special requests, excursions, name changes, guest additions (if cabin berthing allows), and frequent cruiser updates. If these changes are not properly communicated to the vessel, errors and discrepancies may arise on board, some of which may impact on revenue generation and guest satisfaction. and eliminates the risk of human error, providing ship staff across a fleet of vessels with exactly the same passenger information as is available ashore. Furthermore, passengers profiling data including loyalty status can easily be transmitted fleet-wide and it is available to users both on board and ashore. Features include: Automatic data transfer between corporate and shipboard systems; frequency and intervals of transfer can be defined by operators; Flexibility to support one or more data sources and allow operators to customize their data transfer requirements; Data repository to hold data for validation, comparison, and business logic processing; Notification processes to inform users on board of changed records, and shoreside users of datatransfer cycle completion; Frequent cruisers information available fleet-wide To ensure accurate guest reservation information on the vessel and/or any remote manifest locations up until the day prior to sailing, operators require automatic data transfer with little or no user intervention. Based on the company s Fleet Management System, ResOnline ensures automatic data transfer ResOnline ensures full transparency of data and eliminates the risk of human error, providing ship staff across a fleet of vessels with the same passenger information as is available ashore Fidelio Cruise Mar

40 Crew Management System (CMS) The Crew Management System (CMS) is an add-on to the company s Fleet Management System (FMS) and provides human resource personnel both on board and ashore with a real-time overview. Extensive functionality addresses every aspect of personnel management from recruitment, training, career development, appraisals and promotions, to disciplinaries, demotions and terminations. All information is logged to create a complete employment history for each crew member which follows him or her from ship to ship. The accurate storage of data ashore and on board ship leads to dramatic efficiency improvements and the two-way data transfer between ship and shore can be timed and controlled by the cruise operator, simplifying procedures and allowing more effective crew scheduling. Based on alreadyproven crew handling systems developed by Fidelio Cruise, the Crew Management System (CMS) has been especially designed to support the overall shoreside and shipboard human resource function. Crew Management System functionalities include: Recruitment: Flexible procedures for recruitment are available for all departments. Requirements are userdefined, and can include one or more of the following: background check, experience, and licenses and certificates. Supporting documents can be attached and uploaded. Scheduling: Provide a scheduling engine to allow for auto-scheduling recommendations of the masses based on customer-defined and prioritized rules, as well as Crew member preferences. Alternatively, manual scheduling may occur using an intuitive user interface whereby the rules may be invoked ad-hoc to determine optimal scheduling solutions. Travel: Through an interface to an appropriate travel gateway, travel arrangements can be automatically booked or priced and presented for approval prior to booking. Itinerary changes generate changes to travel booking where required and searches against manning ports enable the most cost-effective flight bookings. Managing labour is a growing challenge for cruise lines today 40 Fidelio Cruise Mar 2009

41 Time & Attendance: Effective Time and Attendance management of crew shifts and corporate governance guidelines improves operating efficiency and raises shipboard labour productivity. Time and Attendance provides user-defined clock-in, clock-out functionality or approves and verifies the number of hours worked in a day. Time & Attendance terminals will provide Crew members with the ability to confirm their schedules, view and respond to notifications, track their earnings and onboard account summary; Compliance (Safety, Licenses & Certificates): The automatic storage of all crew certification (safety, operations, environment etc.) enables permanent tracking of status and the identification of upcoming certificate expiration as well as mandatory STCW or other Safety & Security requirements for current and future assignments. Crew Medical: Manages medical certificates, the administration of medical services and stores medical histories. Fully integrated with Access Control and Time & Attendance to prevent sick or injured Crew members from going ashore and/or clocking in for duty. Berthing: provides comprehensive real-time monitoring of cabin assignment and occupancy record improves and simplifies berth management. Templates of cabin allocation aboard individual vessels can be defined to allow the best possible assignment of cabins in relation to seniority, gender, occupation etc. A visual overview of cabin arrangements on board every ship in a fleet enables shore-based staff to hover over cabins, identifying an individual crew member, his or her position, as well as cabin occupancy. Crew Management System (CMS) has been especially designed to support the overall shoreside and shipboard human resource function Fidelio Cruise Mar

42 Appraisals: Customer-defined appraisal templates by department or position can be created. Electronic data capture of section comments and results enables automatic tabulation. Appraisal scores can be measured to identify crew members for possible transfer, promotion or demotion. Payroll: Simplifies the management of multiple payrolls each with its own GL output, allowing for the application of complex customer-defined payroll rules and a range of different currencies in each payroll. Contract-to-date and year-to-date figures are available, even when crew members transfer between ships during their contract or before the end of the calendar year. Web-based portals for Crew Information sharing: The web-based portals provide external links to open positions, job descriptions, internal training opportunities and external manning agencies. Such portals may contain training manuals, instructions and records, contract templates, travel documents for new assignments, job history, pay scales and earnings incentives, if configured. This function also enables port and immigration authorities to track embarking and disembarking crew members at specific sea ports or airports, as well as providing access to more details of a crew member s travel and immigration information. Single accessible data source: Crew information, with real-time updates, is held in a single repository for all internal and external users. Data is transferred in both directions between ship and shore at customer-defined intervals, or real-time. Managing labour is a growing challenge for cruise lines today. Not only is it one of the largest cost centres, but as cruise vessels increase in size, the efficient management of many hundreds of shipboard staff, of different nationalities and working on a wide range of terms and conditions becomes increasingly complex. Until now, cruise lines have typically deployed a range of stand-alone application to assist in crew management. Usually, these are not real-time, they lack synchronisation and they require significant manual support which is both labour-intensive and prone to error. Fidelio Cruise s Crew Management System offers maximum functionality and provides exactly the same information to shipboard managers and head office staff ashore. Scope for human error is practically eliminated and crew members data follow them from ship to ship. 42 Fidelio Cruise Mar 2009

43 Fidelio Cruise Materials Management Software Fidelio Cruise Materials Management (FCMM) is the first purpose-built software system to provide cruise operators with a real-time, fleet-wide inventory and consumables management capability, simultaneously both ashore and afloat. This powerful and unique software, based on four key components, has been designed by Fidelio Cruise s own programmers who themselves have experience of purchasing and procurement management at cruise shipboard level. Unlike other software adapted from landside hotel applications, the software s functionality is designed specifically to cater for the needs of cruise operators, at headquarters, regional offices and aboard ship. Using the innovative Integrated Data Exchange Application (IDEA), it is the only software system currently available that allows complete central control of consumables management at a cruise line s headquarters, with fully automated fleet-wide data transfer on a frequency determined by the customer, but typically every few minutes. A key feature of FCMM design is its scope for easy implementation. It can be fully integrated with the Ship s Property Management System, using one database and one system. FCMM can also be fully integrated with point-of-sale outlets, allowing a minute-byminute tracking of sales, by shipboard location if necessary, and the resulting reduction in stocks. Meanwhile, at user level, its Windows-like icon-based appearance makes the familiarity process easy and quick. Users accustomed to Word, Excel, Outlook or Outlook Express will find themselves immediately at home with the system. The Windows-like appearance and functionality is easily picked up by new users Fidelio Cruise Mar

44 Already live on 25 cruise ships and in 8 cruise line headquarters, Fidelio Cruise s Materials Management software is generating significant interest from a number of leading cruise lines. Meanwhile, feedback from installed vessels and their respective shore-based management teams is highly favourable, with key benefits identified as: Complete fleet-wide inventory control on a permanent real-time basis Full consumables management and tracking from purchase requisition to point of consumption Ability to refine purchasing procedures saving time and money More effective automated invoicing Full transparency of all purchasing and procurement procedures Better vendor management Scope to analyse in detail: price history; consumption records; seasonal trends; and pointof-sale performance Main Menu Key Components 1. Article Manager The Article Manager is the system by which every consumable item on board a cruise vessel or throughout a cruise fleet is identified, coded and described in weight, number, cost price and sales price. It is easily set up, multi-lingual, multi-currency and convertible into all relevant units. Codes are assigned by a user or by the system itself. Unlike other materials management software, once the Article Manager has been established on board one vessel, or at a cruise line s headquarters, it is immediately and readily available across a whole cruise fleet. Thus, through IDEA s sophisticated data transfer technology, the system prevents duplication of effort and therefore saves time and money. To make the setting-up process even simpler, Fidelio Cruise offers its own Article Manager template as a basis from which cruise lines can adapt their own categories and consumables listing. Each consumable item is described and defined by every relevant parameter 44 Fidelio Cruise Mar 2009

45 Consumables cost data is a key factor in facilitating effective control, both on board and ashore 2. Itinerary Planner A cruise ship s itinerary is a key feature in efficient consumables management. With wide price fluctuations in many articles on both a seasonal and geographic basis, there are significant gains to be made through effective purchasing strategy. The materials management software provides a sound base on which optimal procurement practices can be established. The system will reveal, for example, ports in which particular items are either cheap or expensive and, over a fleet of ships, can identify effective consumables transfers between cruise ships, if necessary. The exact location of ships within a cruise fleet over time allows substantial savings in consumables purchasing 3. Vendor Manager A second key component in FCMM, the Vendor Manager, comprises a complete list of all consumables suppliers with all relevant details incorporating location, contact and bank details, and relevant personnel with their individual profiles. Vendors are grouped by geographical zone, which is determined by head office. If required, photographs of key vendor representatives can be incorporated. The Vendor Manager allows individual suppliers documents such as invoices and purchase orders to be stored, together with payment terms and conditions. Meanwhile, by using an appropriate password, a vendor can be given access to the relevant part of FCMM, enabling him or her to keep abreast of consumable supplies and reserves on board. Fidelio Cruise Mar

46 All relevant general information on every Vendor provides a comprehensive database All Vendor contacts are listed All relevant supplier data are held, including bank and payment details, terms and conditions, specific documents such as purchase orders and invoices, and relevant personnel, with photograph if required 46 Fidelio Cruise Mar 2009

47 4. Quote Manager With all vendors listed and categorised by product and geographical zone, and their products detailed by price, the FCMM software can analyse and compare the relative costs of consumables supply, and subject to a cruise ship s itinerary, provide guidance to management on optimal purchase strategy, including availability, location, timing and price. Full details of all vendors and their prices enables purchasing staff to pick the very best deals The Vendor Manager lists every consumables supplier alphabetically Fidelio Cruise Mar

48 Benefits Fidelio Cruise s Materials Management software heralds a new era in cruise ship purchasing strategy, enabling shore-based managers to have complete transparency and control over all consumable items required in cruise ship operation. Fleet-wide and real-time data transfer provides full information on a constant basis, including full tracking of point-of-sale information and the resulting drawdown in consumables stock on board. Historical records facilitate details analysis of consumption patterns, seasonal variation, price fluctuations and vendor performance. Cruise lines that have implemented the software in recent months already note significant savings in procurement costs and greater efficiency in purchasing control. Real-time liaison between a cruise line s head office and the vessels within its cruise fleet offers scope for substantial savings in consumables. And, once installed, the system rapidly becomes a key management tool, to the point where purchasing personnel and their managers ask how they managed without it. Purchasing staff and their managers ashore now have complete and constant information through Fidelio Cruise s Materials Management software. Real-time data transfer, including all point-of-sale information, provides the basis for a whole new approach to materials management both at sea and on shore. 48 Fidelio Cruise Mar 2009

49 Meal Count System (MCS) Fidelio Cruise s Meal Count System provides a real-time overview of a cruise ship s catering operations, with a display in the galley showing the current inventory of prepared meals, the quantity ordered, the number of meals already prepared or awaiting preparation, and details of any special orders. The software, integrated with Micros points-of-sale, operates from a master terminal in the ship s galley and generates visual and audio warnings when stocks run low or are insufficient to meet orders in hand. It is ideal for any customer looking to reduce costs, increase service levels and maximize revenues through efficient kitchen operation and optimized staff communication. Galley staff benefit from a real-time overview of the current dining room and galley situation including: Stock of prepared meals in hand. Number and type of meals ordered per period. Quantities needed, prepared, already used and awaiting preparation. Visual and audio warnings of low stocks. The Meal Count System can be installed as a standalone suite of applications or it can be fully integrated with other systems including Fidelio Cruise s SPMS, the Materials Management System, MICROS point-of-sale networks and SilverWhere. The software works through a graphical order display and reporting system incorporating the very latest touch-screen technology. Data entry can be customised to suit cruise operator s specific requirements, including meal preparation instructions, for example. Once individual meals are prepared, they are tracked Chefs in the galley can see the current status of all orders served, prepared, under preparation or waiting to be prepared Fidelio Cruise Mar

50 and monitored, either by scanning barcodes or by using a master terminal in the galley. Now, for the first time, chefs in the galley can see the current status of all orders served, prepared, under preparation or waiting to be prepared. Comparison of consumption patterns and trends is now possible and chefs can view special requests, table status and VIP orders, as well as tracking productivity measured, for example, by order preparation times. Using MICROS point-of-sale system, waiters can send orders straight to the galley without leaving their stations. This saves time and cuts the margin for human error in taking and delivering orders. Galley staff, meanwhile, can receive prep checks, printed remotely at chosen locations in the galley. If the system is installed with the company s SPMS, passenger information is automatically available in the restaurant and galley. Special dietary requirements are constantly available and the attendance of VIPs can be automatically flagged. This also enables an entirely new level of passenger consumer analysis, including age, gender, nationality and preferences. Meal Count System key features include: Integration with MICROS points-of-sale enabling computerised transfer of orders from waiters restaurant terminals to galley terminals Improved restaurant/galley communication with easy-to-read displays and strategically located printers A real-time track of meal orders, prepared stocks and extra requirements User-defined alerts to signal potential shortages or bottlenecks Warnings on stock levels Integration with SPMS enabling cruise line managers to undertake detailed consumer analysis and the refinement of restaurant menus, volumes and procedures Multiple prep-check printers and displays for different Galley preparation areas 50 Fidelio Cruise Mar 2009

51 SilverWhere Tight integration with Fidelio SPMS ensures upto-date guest information and provides dining management with additional tools such as guest special requests, crew table assignments and cruise itinerary. Dining Management for Cruise Ships Shore Side forms handle any dining situation Dining Room Maintenance allows the dining coordinator to size or close tables Group Dining Assignment quickly assigns groups to ranges of waiter stations. Automatic Dining Room Table Assignment schedules passengers into a dining assignment based on a variety of passenger demographics including age, booking date, stateroom category, language spoken and party size. Dining Room Overview gives a graphical view of each Dining Room/Seating and allows the dining co-ordinator to fine tune the table assignments. Variety of reports help communicate the assignment to staff and guests Reports use Seagate Crystal Report Report Request component built into application Straight-forward database design facilitates the coding of additional reports Shore Side Dining Assignment Automatic Dining Room Table Assignment Quickly schedules guests into best fit dining room, seating and table based on guest demographics and preferences. Seating 2500 guests takes less than 3 minutes Table Assignment Rules determine guest seating priorities Ability to seat guests by language spoken Group tables can be optionally closed after group seating Shipboard forms help manage all types of dining Dining Room Overview provides easy table changes for guests with specific seating assignment. Open Seating module keeps track of tables used for open seating restaurants Booking View Fidelio Cruise Mar

52 Shore Side Dining Assignment and Shipboard Dining Management Assigned Seating Dining Room Overview Graphical dining room display shows status of every table. Used shore side to finalize a cruise s dining assignments. Used shipboard to manage the dining rooms Multiple dining rooms and seatings are separated by folder tabs Guests can be waitlisted for the seating of their choice Optional direct interface to Fidelio SPMS can display special requests and voyage itinerary Layout, size and type of table are configurable Guests can by queried by any field shown in the passenger grid Shipboard Dining Management Open Seating Used to manage tables occupied at open seating restaurants Graphical dining room display shows current status of every table Color coding helps show open, close and partially seated tables quickly Seating functions can be performed using a touchscreen device Optional direct interface to Fidelio SPMS can display guest special requests and voyage itinerary Layout, size and type of table are configurable for a single cruise or for all future cruises. Guests can by looked up by name, cabin, cardswipe or group Tables may be held for VIP guests. 52 Fidelio Cruise Mar 2009

53 Shipboard Dining Management Alternative Reservations Used whenever reservations by time are needed Allows for multiple products within multiple locations Booking view shows product availability using a color coded grid Multiple restaurants can be seen on one reservation form Availability templates can be set-up to match cruise itineraries Dining room layout completely configurable Seating view shows dining room and status of each table using colored tables Direct link to Fidelio SPMS for guest information. Seating View Fidelio Cruise Mar

54 AffairWhere The shoreside system maintains a Function Book with the meeting space for all ships within a fleet as well as any shared facilities such as cruise port conference rooms or island facilities. The function book allows multiple users to book events for the same ship at the same time, and includes several different views into the availability of meeting space. Banquet Event Management for Cruise Ships AffairWhere is the latest IT software to support the effective management of function space and banquet events for cruise lines. The system runs as a stand-alone application receiving group and delegate information directly from a cruise operator s reservation system, or alternatively, works in conjunction with data from an existing SilverWhere database. The system resides both shoreside and on board ship. Group reservation agents can use the shoreside mode to book group events and prepare contracts whilst onboard crew use the shipboard mode to manage their ship s function space and to create Banquet Event Orders for event fulfillment. Location Maintenance Locations can be parents of other locations. For example, three conference rooms can be combined into a single larger meeting space. When this is the case, booking the main conference room automatically prevents reservations of the smaller individual spaces, and booking a small conference room will automatically prevent booking of a larger space. Location Availability Location Availability determines when a location can be booked for an event. When initially creating a location, the user decides whether or not the location is usually open for event booking or closed. For example, a restaurant on a ship would likely represent a location normally closed to group events, while a conference room would normally be open. The main function book view shows all functions scheduled for a specific day on a ship 54 Fidelio Cruise Mar 2009

55 Reporting The system uses The Crystal Report driver to produce reports and comes with a standard Group Event Overview, Banquet Event Order by Event and Banquet Event Order by Provider. One can customize and/or add other reports as in SilverWhere. The Location Maintenance view is used to define the available meeting space onboard a ship Banquet Event Items Once a meeting space has been booked, banquet order items can be linked to the event for fulfillment onboard a ship. The system maintains a user-defined list of banquet items along with detail pricing and provider information. Items can be combined into event packages to make it easier to book typical events quickly and efficiently. Once a package has been added to an event, any of the detail items within the package can be modified to fit the specific needs of the group requesting the event. Group Information The system can directly access Group information from the SilverWhere Dining Management System, or maintain its own Group data. Groups can be queried based on name and ship. When a specific group is selected, more information is displayed for that group. Shore to Ship Transfer With pre-determined advance notice measured in days, the information for a particular date is sent to each ship using the SilverWhere Export process and locked-out to any further shoreside changes. In this way, shoreside managers control event information prior to data transfer; but thereafter, shipboard personnel take over this responsibility. When this happens, a ship takes charge of the function books and can begin booking their own events and producing Banquet Event Orders for distribution to providers. Future view only dates may also transfer to the ship so that shipboard personnel can better prepare for upcoming events. Fidelio Cruise Mar

56 Installation and Support Whilst Fidelio Cruise prides itself on its ability to offer the very latest in sophisticated cruise IT technology, the company is also extremely conscious of its obligation to ensure that new systems are properly installed, cruise personnel are given appropriate training to maximise the software payback, and any subsequent issues are dealt with quickly and effectively. The Company therefore works closely with its clients and, rather than viewing its relationship as seller to buyer, it aims to establish an ongoing partnership so that new systems are well understood, with full functionality clear for all to see. Furthermore the Company is well aware that the efficiency and functionality of new systems depends to a large extent on the clarity of dialogue between users and software specialists. With this in mind, the Fidelio Cruise installation service includes a carefully monitored feedback flow enabling users to understand fully the scope of new systems; to provide the Company s software specialists with suggestions and recommendations from a user s perspective; and most importantly, to ensure that both sides fully understand one another, with the ultimate aim of ensuring that new systems work as effectively as possible. In preparation for any new project, the Company s Installation Team first provides an on-site assessment, gauging system requirements, necessary upgrades and recommending any system modifications that may be beneficial. Their report is then re-assessed at the Company s offices ashore, allowing an opportunity for finetuning of both software and hardware systems. Once the Installation Team embarks on board a cruise vessel to install a new system, a close working relationship is established between the Company s personnel and the cruise line s own IT staff. This is a deliberate strategy on the part of Fidelio Cruise, a key stage in establishing the partnership with its clients, sharing an insight into the functionality of its software and enabling cruise personnel to make the very most of new systems. In the event that clients run into unforeseen problems and there are inevitably some of these on occasions whilst establishing new IT systems Fidelio Cruise is there to support its clients on an ongoing basis. To this end, the Company offers a 24/7/365 Support Service out of its offices in both Hamburg and Fort Lauderdale. Team members have been hand-picked for both their experience in IT, and often their knowledge of cruise ship operation at a practical shipboard level. They have also been chosen for their good communications skills. Benefits include: Real-time support network available globally every day of the year Certain knowledge that the best systems and most appropriate hardware are chosen in every case Careful monitoring of feedback between nontechnical shipboard personnel and the Company s software specialists to enable fine-tuning and optimum functionality Confidence that any future issues can be resolved quickly and efficiently Scope to build a partnership between in-house IT personnel and Fidelio Cruise s industry-leading software personnel 56 Fidelio Cruise Mar 2009

57 Customer List March 2009 Company /Ships Cabins SPMS Micros POS MMS FMS SilverWhere AIDA Cruises AIDAaura 633 SPMS Micros POS Aidabella 1025 SPMS Micros POS AIDAcara 593 SPMS Micros POS AIDAdiva 1025 SPMS Micros POS Mar-09 AIDAluna 1025 SPMS Micros POS AIDAvita 633 SPMS Micros POS Apollo Ship Chandlers Discovery Sun Micros POS A-ROSA Flussschiff GmbH A Rosa Bella 100 SPMS Micros POS A Rosa Donna 100 SPMS Micros POS A Rosa Luna 86 SPMS Micros POS A Rosa Mia 100 SPMS Micros POS A Rosa Riva 100 SPMS Micros POS A Rosa Stella 86 SPMS Micros POS Jun-09 A Rosa Aqua 99 SPMS Micros POS Spring 2010 A Rosa Viva 99 SPMS Micros POS Azamara Quest 347 SilverWhere Journey 347 SilverWhere Carnival Cruise Lines Conquest 1487 SilverWhere Destiny 1321 Micros POS SilverWhere Ecstasy 1021 SilverWhere Elation 1020 Micros POS SilverWhere Fantasy 1026 SilverWhere Fascination 1026 SilverWhere Freedom 1487 SilverWhere Glory 1487 SilverWhere Holiday 743 SilverWhere Imagination 1021 SilverWhere Inspiration 1026 SilverWhere Legend 1062 SilverWhere Liberty 1487 SilverWhere Fidelio Cruise Mar

58 Miracle 1062 SilverWhere Paradise 1020 Micros POS SilverWhere Pride 1062 SilverWhere Sensation 1026 SilverWhere Spirit 1062 SilverWhere Splendor 1503 SilverWhere Triumph 1379 Micros POS SilverWhere Valor 1487 SilverWhere Victory 1379 SilverWhere Celebrity Cruises Century 875 Micros POS SilverWhere Constellation 975 SilverWhere Equinox 1425 SilverWhere Galaxy 947 SilverWhere Infinity 975 SilverWhere Mercury 944 Micros POS SilverWhere Millennium 975 SilverWhere Solstice 1425 SilverWhere Summit 975 SilverWhere Xpedition 50 SPMS Micros POS F&B SilverWhere Cruise West Spirit of Oceanus 57 SPMS Micros POS Cunard Line Queen Mary SilverWhere Queen Victoria 1007 Micros POS SilverWhere Disney Cruise Line Disney Magic 875 SPMS Micros POS MMS SilverWhere Disney Wonder 875 SPMS Micros POS MMS SilverWhere Dubai Ports Authority Private Luxury Yacht 50 SPMS Fred Olsen Line Balmoral 746 SPMS Micros POS MMS Black Prince 241 SPMS Micros POS MMS Black Watch 465 SPMS Micros POS MMS Boudicca 448 SPMS Micros POS MMS Braemar 410 SPMS Micros POS MMS Global Maritime Group Inc Marco Polo 429 SPMS Micros POS MMS 58 Fidelio Cruise Mar 2009

59 Hapag-Lloyd Kreuzfahrten GmbH M/S Bremen 80 SPMS Micros POS MMS M/S C. Columbus 205 SPMS Micros POS MMS M/S Europa 204 SPMS Micros POS MMS M/S Hanseatic 94 SPMS Micros POS MMS Hebridean Island Cruises Hebridean Spirit 50 SPMS Micros POS Holland America Line Amsterdam 690 SPMS Micros POS FMS SilverWhere Eurodam 1052 SPMS Micros POS FMS SilverWhere Maasdam 629 SPMS Micros POS FMS SilverWhere Noordam 959 SPMS Micros POS FMS SilverWhere Oosterdam 924 SPMS Micros POS FMS SilverWhere Prinsendam 398 SPMS Micros POS FMS SilverWhere Rotterdam 658 SPMS Micros POS FMS SilverWhere Ryndam 633 SPMS Micros POS FMS SilverWhere Statendam 629 SPMS Micros POS FMS SilverWhere Veendam 633 SPMS Micros POS FMS SilverWhere Volendam 716 SPMS Micros POS FMS SilverWhere Westerdam 958 SPMS Micros POS FMS SilverWhere Zaandam 716 SPMS Micros POS FMS SilverWhere Zuiderdam 924 SPMS Micros POS FMS SilverWhere Iberocruceros S.L. Grand Celebration 747 SPMS Micros POS MMS Grand Mistral 598 SPMS Micros POS MMS Grand Voyager 418 SPMS Micros POS MMS Imperial Majesty Cruise Line Regal Empress 457 SPMS Mrz-09 Bahams Celebration 650 SPMS Micros POS Kristina Cruises MS Kristina Regina 136 SPMS Micros POS MMS KYMA Ship Management Inc. Oceanic II 386 SPMS Micros POS TSS Topaz 518 SPMS Micros POS F&B Koeln Duesseldorfer Rheinschiffahrt Artistry 90 FC River Micros POS Bellevue 100 FC River Micros POS Bolero 90 FC River Micros POS Classica 80 FC River Micros POS Fidelio Cruise Mar

60 Flamenco 100 FC River Micros POS Imagery 82 FC River Micros POS Johann Strauss 90 FC River Micros POS Maxima 90 FC River Micros POS Poetry 90 FC River Micros POS Tapestry 100 FC River Micros POS Tranquility 82 FC River Micros POS Viktoria 90 FC River Micros POS Majestic America Line American Queen 222 SPMS Micros POS SilverWhere Columbia Queen 100 SPMS Micros POS SilverWhere Delta Queen 87 SPMS Micros POS SilverWhere Empress of the North 112 SPMS Micros POS SilverWhere Mississippi Queen 207 SPMS Micros POS SilverWhere Queen of the West 72 SPMS Micros POS SilverWhere Mediterranean Shipping Company M/V Armonia 783 SPMS Micros POS MMS FMS SilverWhere M/V Fantasia 1637 SPMS Micros POS MMS FMS SilverWhere M/V Lirica 765 SPMS Micros POS MMS FMS SilverWhere M/V Melody 549 SPMS Micros POS MMS FMS SilverWhere M/V Musica 1275 SPMS Micros POS MMS FMS SilverWhere M/V Opera 878 SPMS Micros POS MMS FMS SilverWhere M/V Orchestra 1275 SPMS Micros POS MMS FMS SilverWhere M/V Poesia 1275 SPMS Micros POS MMS FMS SilverWhere M/V Rhapsody 384 SPMS Micros POS MMS FMS SilverWhere M/V Sinfonia 783 SPMS Micros POS MMS FMS SilverWhere Summer 2009 M/V Splendida 1637 SPMS Micros POS MMS FMS SilverWhere Norwegian Cruise Line Norwegian Dawn 1112 SPMS Micros POS FMS Norwegian Gem 1197 SPMS Micros POS FMS Norwegian Jade 1245 SPMS Micros POS FMS SilverWhere Norwegian Jewel 1197 SPMS Micros POS FMS Norwegian Majesty 731 SPMS Micros POS FMS Norwegian Pearl 1197 SPMS Micros POS FMS Norwegian Sky 995 SPMS Micros POS FMS SilverWhere Norwegian Spirit 997 SPMS Micros POS FMS Norwegian Star 1122 SPMS Micros POS FMS Norwegian Sun 970 SPMS Micros POS FMS Pride of America 1072 SPMS Micros POS FMS Ocean Village Ocean Village 748 Micros POS Ocean Village II 768 Micros POS 60 Fidelio Cruise Mar 2009

61 Oceania Cruises Insignia 346 SPMS Micros POS SilverWhere Nautica 346 SPMS Micros POS SilverWhere Regatta 346 SPMS Micros POS SilverWhere Passat Ship Management Ltd M/S Astor 295 SPMS Micros POS M/S Astoria (*) 256 SPMS Micros POS Peter Deilmann Reederei M/S Deutschland 298 SPMS Micros POS MMS P&O Cruises UK Arcadia 975 Micros POS Artemis 975 Micros POS Aurora 934 Micros POS Oceana 1008 Micros POS Oriana 914 Micros POS Ventura 1546 Micros POS Ocean Village 812 Micros POS Ocean Village II 832 Micros POS Premicon Kreuzfahrten Gmbh Premicon Queen 53 SPMS Micros POS Princess Cruises Dawn Princess 975 Micros POS Grand Princess 1300 Micros POS Regal Princess 795 Micros POS Royal Princess 600 Micros POS Sun Princess 975 Micros POS Tahitian Princess 345 Micros POS Pullmantur Bleu de France 376 SPMS Micros POS MMS FMS Empress 801 SPMS Micros POS MMS FMS Ocean Dream 498 SPMS Micros POS MMS FMS Oceanic 558 SPMS Micros POS MMS FMS Sky Wonder 606 SPMS Micros POS MMS FMS Sovereign 1161 SPMS Micros POS MMS FMS Zenith 720 SPMS Micros POS MMS FMS Mar-09 Pacific Dream 720 SPMS Micros POS MMS FMS Fidelio Cruise Mar

62 Quail Cruises Pacific 323 SPMS Micros POS MMS Ocean Countess 400 SPMS Micros POS MMS Regent Seven Seas Cruises MV Paul Gauguin 166 SPMS Micros POS FMS SilverWhere Seven Seas Mariner 360 SPMS Micros POS FMS SilverWhere Seven Seas Navigator 250 SPMS Micros POS FMS Seven Seas Voyager 348 SPMS Micros POS FMS SilverWhere ResidenSea Ltd The World of ResidenSea 198 SPMS Micros POS MMS SilverWhere Royal Caribbean International Adventure of the Seas 1557 SilverWhere Brilliance of the Seas 1056 SilverWhere Enchantment of the Seas 1126 SilverWhere Explorer of the Seas 1557 SilverWhere Freedom of the Seas 1817 Micros POS SilverWhere Grandeur of the Seas 975 SilverWhere Independence of the Seas 1817 SilverWhere Jewel of the Seas 1055 SilverWhere Legend of the Seas 900 SilverWhere Liberty of the Seas 1800 SilverWhere Majesty of the Seas 1190 SilverWhere Mariner of the Seas 1557 SilverWhere Monarch of the Seas 1192 SilverWhere Navigator of the Seas 1557 SilverWhere Radiance of the Seas 1056 SilverWhere Rhapsody of the Seas 1000 SilverWhere Serenade of the Seas 1050 SilverWhere Splendor of the Seas 902 SilverWhere Vision of the Seas 1000 SilverWhere Voyager of the Seas 939 SilverWhere Sea Chefs Cruise Management GmbH Amadea 309 MMS Alexander von Humboldt II 254 MMS Discovery 325 MMS Minerva 206 MMS 62 Fidelio Cruise Mar 2009

63 Saga Shippping M/V Saga Rose 326 SPMS Micros POS MMS M/V Saga Ruby 383 SPMS Micros POS MMS M/V Spirit of Adventure 206 SPMS Micros POS MMS Sea Cloud Cruises River Cloud 49 SPMS Micros POS River Cloud II 49 SPMS Micros POS Sea Cloud 34 SPMS Micros POS Sea Cloud II 50 SPMS Micros POS Sea Dream Yacht Club Sea Dream I 55 SPMS FMS Sea Dream II 56 SPMS FMS Silversea Cruises Prince Albert II 71 SPMS MMS FMS Silver Cloud 153 SPMS Micros POS MMS FMS Silver Shadow 194 SPMS Micros POS MMS FMS Silver Whisper 192 SPMS Micros POS MMS FMS Silver Wind 152 SPMS Micros POS MMS FMS Star Clipper Royal Clipper 114 SPMS Micros POS F&B Star Cruises Singapore Megastar Aries 66 SPMS Micros POS F&B Star Pisces 718 SPMS Micros POS F&B FMS Superstar Aquarius 765 SPMS Micros POS F&B FMS Superstar Libra 759 SPMS Micros POS F&B FMS Superstar Virgo 981 SPMS Micros POS F&B FMS The Yachts of Seabourn Odissey 225 Micros POS V-Ships Club Med II 197 FC Security World Cruise Agency Athena 265 SPMS Micros POS Ocean Monarch 237 SPMS Micros POS (*) Ships out of service but still installed with Fidelio Cruise Fidelio Cruise Mar

64 Europe Fidelio Cruise Software GmbH Borselstrasse 16c, Hamburg, Germany Tel: Fax: United States of America Fidelio Cruise Inc 5300 N.W. 33rd Ave, Suite 102 Fort Lauderdale, Florida, 33309, United States Tel: Fax: Information: [email protected] Sales: [email protected] Fidelio Cruise Support Available 24-hours a day, 7 days a week, 365 days a year. Tel: +49 (40) Fax: +49 (40) [email protected]