The presentation, “Raising the Bar: Training with Purpose,” addressed
one of the cruise sector’s most pressing challenges: how destinations can
deliver consistently high-quality guest experiences while managing growth,
risk, and evolving cruise line expectations.
Drawing on more than four decades of tourism operations experience and Aquila’s
role as FCCA’s Official Training Partner, Colpitts emphasized that training
must move beyond one-off workshops and become a strategic, data-informed
process aligned with destination assessments and long-term development goals.
“Successful
destinations are not defined by infrastructure alone,” said Colpitts. “They are defined by people. When frontline
teams, tour operators and stakeholders are trained with purpose and
consistency, destinations improve guest satisfaction, increase per-guest
spending, reduce risk and strengthen trust with cruise partners.”
During the PAMAC Industry Meeting held aboard Carnival Glory, Aquila highlighted key findings from FCCA destination assessments, including common challenges such as inconsistent service delivery, lack of product differentiation, capacity management issues, and gaps in risk and crisis preparedness. Colpitts outlined how these challenges directly impact economic return, repeat visitation, and future cruise calls if left unaddressed.
The presentation also showcased Aquila’s proven
training roadmap, which integrates destination assessments, stakeholder
alignment, targeted training, and ongoing monitoring. Case studies from
destinations including Puerto Rico, Aruba, Colombia, the Cayman Islands, and
St. Vincent and the Grenadines illustrated how training-led strategies have
driven measurable improvements in guest experience, collaboration, and
destination readiness.
Aquila Center for Cruise Excellence has trained more than 2,000 tourism
professionals across 140 cruise destinations worldwide, delivering programs in
six languages through a globally diverse training team. The organization is
100% women-led, with a full-time workforce committed to diversity, equity, and
inclusion.
As cruise tourism continues to evolve, Aquila’s
message at PAMAC was clear: destinations that invest in their people, backed by
data and long-term strategy, are best positioned to thrive.
Tags: Melanie Colpitts Aquila Center for Cruise Excellence
