ISPS Service Desk or the International Ship & Port Facility Security Service Desk.

At the Cruise Terminal, we speak with Désirée Sipkes, ISPS Service Team manager, and Wout Hol, an appriciated member of this team. The other team members are Amanda Silver and Sandra Blonk. “We are the frontline when it comes to welcoming passengers, crew, visitors and people working at the Cruise Terminal. We check whether all these people or groups are allowed to have admission to the terminal. Although the terminal and quay are secured areas, hospitality will always be our guideline.”

HOSPITALITY, CHECKS, AWARENESS AND WATCHFULNESS

“Being hospitable and helpful – and sometimes strict when needed – is important. We always focus on finding solutions. A passenger might have left a travel document in an already checked in suitcase. In such a case, we call in the right contact to trace the suitcase. Or a passenger returning from an excursion or a shore visit and has lost the required ship pass. In that case we contact the vessel and reassure the passengers that everything will be fine. After all, passengers are on holiday and hospitality is what cruise ships are all about. When a vessel is berthed at the quay, we see ourselves as the extension of this hospitality to cruise guests.”

HOSPITALITY IS IMPORTANT TO EVERYBODY

“Our guiding principle: always look around to see if people need help in whatever form. Contact the right people at the terminal, who can assist. Our job is varied and responsible, but it’s so nice to see the happy faces of all the different nationalities when we have been able to help them. Ensuring that everybody feels welcome and safe in collaboration with our security staff is as rewarding as it is fun, and people are almost always grateful!”

Photos: Désirée and Wout; Sandra and Amanda.