Austrian-born Johannes Salfelner, 49, is responsible for the Europa’s hotel staff of 230 and the ship’s hotel operations. Extensively trained in his native Austria and elsewhere as a cook, sommelier, purser, and maitre d’hotel, Salfelner, who has been on the seas for 18 years, brings his extensive experience to the Europa. Naturally since this ship is consistently highly rated for it service, I was curious how the ship was able to meet these standards and met with Salfelner who speaks fluent English. Excerpts from our conversation:

Q. What goes into being a good hotel manager?
A. Well, first of all, you have to have had the experience. Before coming to the Europa, I was chef de cuisine, I was budgetary controller, I was maitre de cuisine and sommelier, and then I became maitre d'hotel. I started out as a cook and waiter in Austria where I received my early training. A friend and colleague call me back in 1986 and asked me if I would like to be a cook on board a ship. After thinking about the offer, I accepted his invitation and began my shipboard career in 1986 aboard Cunard’s Vistafjord. I then went on to be come executive chef on Cunard’s Sea Goddess II a year later. By 1991, I was hotel manger for both Sea Goddess I and II. After being hotel manager for two other cruise lines, I joined Hapag Lloyd in 2000 as Hotel Manager for the Europa,

Q.What are your responsibilities?
As hotel manager I am responsible for a hotel staff of 230 and the hotel operation of meeting the Europa’s guest needs with service expected from a five-star vessel. In my job I have been responsible for food, service, purchasing, and hotel operation. My job was recently redefined and now I am also in charge of entertainment and shore excursions.

Q.What are your favorite things about the job?
Being in this position for four years, each day is different from the last. My philosophy has been to stay in a position no more then four years as one gets stale and the job becomes a routine. But now that I am on the Europa for four years, I have no intention of changing as this is a very nice ship to work on. The crew here is just fantastic.

Q.What training does the crew get before working on the Europa?
The crew must have attended the right schools dealing in the hospitality business before they get here. When each new crew member comes on board the ship, he or she is trained for two weeks by a crew member in the department he or she will be working. The veteran staffer shows them how the operations work, shows them how and what to do. On other ships, a new crew member comes on board, no one says anything to the recruit and he/she just starts working. It is important that new crew get the proper guidance from a veteran crew member as this reflects on the quality of service offered on this five-star ship. The crew must also be bilingual.

Q.What are some of your duties?
I am responsible for the food and wine procurement. If we need fresh fish and fresh vegetables, then I must go to the market. I also have to maintain the high quality of food served on board. Most of this is planned in advance. I also oversee the hotel operations on the ship and see that standards are met. The entertainment and pre-cruise activities are planned at least three months in advance via the Hamburg office and then coordinated with me.

Q.What is your work schedule?
I work 15-to-18-hour days. There is no time to do anything personal and often I am working until 2 am. I work nonstop for three months; then I am on vacation for three months. I work 185 days a year on the ship.

Q.Your feelings about the hotel staff?
I have a very good crew on board. I can rely on them and that is the most important thing. For me I am really strict as a manager, demanding that crew members be on time, that everything is always clean and done properly. I not only just converse with department. heads but with all staff members whether it is the wait crew in the dining rooms, the stewardesses and butlers for the suites, and other service personnel. You have to be strict with crew members because they are the ones serving the guests.

Q.What makes the Europa so special?
The crew is key. The crew is happy with their work situation. They have good work contracts with health benefits.
Then we have a lot of space on this ship with only some 400 guests.
I think our itineraries are unusual. We don’t do set back and forth weekly cruises from same port like other ships in the Mediterranean or the Caribbean. We are constantly going around the world.
And Hapag Lloyd is a very old company and very well known to everyone. With four ships in its fleet, this brings a lot of guests.

Q.How do you feel about more cruises for the North American market?
Previously we only had 99 percent Germans on board on our cruises. Now, this will change. The company feels that it much better for ship to have a mixed group of passengers. Of course, we have to think about changing things to accommodate American passengers. We plan to have more English-language lectures, and other entertainment that would appeal to Americans. While we do not have Broadway revues as on other ships, the possibility is that such entertainment may occasionally be featured at least once during a cruise.

Q.Why do you think Americans would choose cruising on
a German ship?
Well first of all, we will change and no longer be a German-thinking ship. I think it is the nicest ship on the market. It is a very good size and an elegant ship.