b'OPERATIONSThe Apollo Group Modern LuxuryWe go into luxury mode. Youre looking at thread counts. Youre looking at the amenities. Youre looking at all the bits that the customer will notice that will make a difference. Youre looking at the quality of meats. Building brandApollos luxury clients (including Regent and Oceania) know building a very high-end product takes serious investment. Well sit around the table and then well start talking num-bers. I dont think anybody is really far off. Theres always a discussion to be had, but everybody knows what caviar costs. Everybody knows what crystal glassware costs, Faucher said. The initiator will be your granter, your cruise line owner or the person who is doing the marketing. So they definitely un-derstand what they are getting into.Passengers are paying a premium fare above that of a main-stream cruise line and they expect more from it. We go into luxury mode. Youre looking at thread counts. Youre looking at the amenities. Youre looking at all the bits Philippe Faucher, vice president of global businessthat the customer will notice that will make a difference. Youre development, The Apollo Group looking at the quality of meats, he said. A lot of it is putting European products on the table; the wine list, the Champagne, the beverages and premium drinks, the glassware were serving, T odays luxury passenger is less haughty than in years pastthe Versace plates and the Christofle silverware. Its definitely but no less demanding of superb service. Theyre seekinga very, very different ballgame.a quiet environment where the ships crew happily meets theirThis extends to crew as well. needs while not getting in the way. Its a lot more modern. The airs and graces are gone, saidDifferentiationPhilippe Faucher, vice president of global business developmentThe biggest question is, how are you going to deliver this at The Apollo Group. Expectations are higher on that humanproduct and differentiate it from mainstream. Thats when the touch aspect. Maybe a little bit more forgiving on some ofattention to detail comes to light. The training is extensive. Its the hardware, in terms of where they sit and that experience,a lot more polished. Theres a bigger deep dive into provid-but the human element has definitely gone up in expectationing that very interactive touch that you will find in the luxury considerably because we now understand exactly what theenvironment. There is a lot more work to be done. Obvious, requirements are. because your customer expects it.In the past, Faucher said, luxury crew was expected to beApollo has certified a consortium of agencies across the more of a stoic servant. world to help meet staffing needs. Today its about giving them what they want without beingWe send them a profile of the caliber of person were looking in their facewithout over delivering or under performing, hefor. Our agents, which weve worked with for many years, know said. Obviously, demographics have gotten younger in termsthe sort of person were looking for. Then well start doing the of the modernization of todays world. actual recruiting and do some face-to-faces.26Cruise Industry News: MHA 35 thAnniversary'