Day 1

9:30am  11:00am: Concurrent Educational Session

CLIA Training (15 Credits)

How to Develop Group Business
Presented by Shai Strickland-Brown, Cruise Lines International Association
Studies have shown that the most successful travel advisors are those who operate several group departures per year. This seminar will show you how to develop your group business and find those loyal clients that will bring you more business. You will learn why you want to sell groups, how to find and motivate high-potential groups, and how to develop group leads and analyze their needs.

9:30am 11:30am: Concurrent Educational Session

HVCB Specialist Training

Hawaii Destination Specialist Program
Presented by Christina Aldanese, Hawaii Tourism United States
This certification program will provide a rich and extensive understanding of the destination as a whole, and the six individual islands that make Hawaii the most diverse and exciting place on the globe. You’ll also learn how to promote Hawaiian Islands vacations to different traveler profiles, creatively cross sell and upsell, and to counter objections to ensure your success. In addition to an unparalleled education, you will earn your Hawaii Destination Specialist Certification, unlocking exclusive benefits, including:

• Consumer Referrals on
• Specialist-Only Webinars
• Continuing Education Credits from the Travel Institute
• One-Year Subscription to HAWAII Magazine
• Access to ePostcard Marketing Tool
• Use of the Hawaii Destination Specialist Logo
• Personalized emails for your Hawaiian-Island bound clients (Linking to a comprehensive welcome microsite)

10:15am 11:15am: Concurrent Education Session

Time Management: The Travel Institute (10 CEUs)

Turning Time Wasters into Time Savers
Presented by Guida Botelho, CTA, and Lisa Owers, CTA, The Travel Institute
You start the day with good intentions and an orderly schedule, then spend the whole day putting out fires. Does this sound like you? Join Guida Botelho, CTA, Director of Training and Lisa Owers, CTA, Manager of Content Development for this engaging presentation, where you will learn how to optimize your day by:   

  • Identifying your time robbers
  • Developing time management strategies that fit your needs
  • Taking advantage of practical tips that will help you become more productive 

Graduates of The Travel Institute's Certified Travel Associate (CTA), Certified Travel Counselor (CTC), or Certified Travel Industry Executive (CTIE) programs who attend CruiseWorld 2017 will earn their required 10 CEUs to maintain their certification status active. 

11:30am 12:30pm: Concurrent Educational Sessions

CLIA Training (10 Credits)

Customer Relationship Management: Updated for 2017
Presented by Shai Strickland-Brown, Cruise Lines International Association
Success in selling travel is more complicated than ever before. It has increasingly more to do with the one-on-one relationships you create with your clients. CRM (Customer Relationship Management) has made it even easier. In this seminar, you’ll discover the 18 benefits of CRM that will help you increase sales, and improve service and marketing efforts. You'll learn how you can use CRM to segment and market specifically to your clients and how to find a CRM program that will work best for your agency.

VAX Training

It’s Here! VAX & Xcelerator Enhanced
Presented by Beth Kitzman, Trisept Solutions
Join Beth as she demonstrates VAX and Xcelerator's new and exciting cutting-edge platform enhancements sure to simplify how you manage your clients and day-to-day tasks. Together, VAX and Xcelerator integrate all of the functions you need to service your clients and efficiently run your business.

After attending this presentation you will be able to:
•See how VAX’s full site redesign will help you continue to promote, market and grow your business with new content, a streamlined design and more
•Build and modify itineraries perfectly matched to your clients’ preferences
•Be empowered by VAX’s DIY reservation changes that can be made yourself, right on VAX without sitting on hold for a customer care representative
•Recognize how Xcelerator combines all the functionality you need into one solution to simplify your workflow, whether you are seasoned or a new agent

Special Needs Group Certification

Introduction to the Special Needs Market
Presented by Andrew Garnett and Jim Smith, CTIE, Special Needs Group
The special needs/mature market is the fastest growing global consumer demographic! You will learn how to identify and effectively service the most common needs of this market segment. Over 3,400 travel professionals have earned their SNG CATA® designation. You will open a new world of possibilities for your business by enabling over 63 million Americans with disabilities and the millions more with occasional special needs to experience the freedom of travel. Find out how Special Needs Group can help you tap into this lucrative market and help to deliver the ultimate freedom: the freedom to travel. Best of all, you can maximize your time at CruiseWorld by adding to your professional credentials while expanding your skill sets and enhancing your value to consumers.

12:45pm 1:45pm: Lunch, Sponsored by Holland America Line

Presented by Orlando Ashford, President, Holland America Line
Join Orlando Ashford as he discusses Travel’s Higher Purpose: The Transformative Power of Travel.

2:00pm 3:45pm: General Session

Welcome Address from Greater Fort Lauderdale Convention and Visitors Bureau

Presented by Caitlan Etchevers, Director of Domestic Sales, Greater Fort Lauderdale Visitors and Convention Bureau


Presented by Tom Botts, Head of Commercial, UpLift

CEO Conversation

Frank Del Rio, President and CEO, Norwegian Cruise Line Holdings, Ltd. and Arnie Weissmann, Editor-in-Chief, Travel Weekly

Mastermind Sales & Marketing Secrets of Success

Moderated by Joanie Ogg and Mary Pat Sullivan

Chris Austin, Senior Vice President, Global Marketing & Sales, Seabourn
John Chernesky, Vice President of North America Sales, Princess Cruises and Cunard Line
Vicki Freed, Senior Vice President, Sales and Trade Support & Service, Royal Caribbean International
Eva Jenner, Vice President, North America Sales, Holland America Line and Seabourn
Joe Jiffo, Senior Vice President, Sales MSC Cruises
Camille Olivere, Senior Vice President, Norwegian Cruise Line
Adolfo Perez, Vice President, Sales and Trade Marketing, Carnival Cruise Line
Dondra Ritzenthaler, Senior Vice President, Sales and Trade Support and Service, UK & APAC, Celebrity Cruises

TW Talks – Travel Agency Leadership Tackles Industry Hot Topics

  • Feeling Like a Little Fish in a Big Pond with Jackie Friedman, CEO, Nexion, LLC
  • Business Intelligence - Big Data and Future Technology with Michelle Fee, Co-Founder and CEO, Cruise Planners
  • ‘Sales – Position, Plays and Practice!’ with Scott Koepf, Senior Vice President of Sales, Avoya Travel

4:00pm - 5:15pm: Concurrent Destination Roundtables

Choose one of the following destination immersions and hear from leading wholesalers, tour operators, resort and hotel companies, and destination officials about what markets to best serve, what is new and exciting, and how you can satisfy your clients and make more money selling their destination.

Destination Discussion: Caribbean
Moderated by Vicky Garcia, Cruise Planners, An American Express Representative

  • Glenda E Johnson, Bahamas Ministry of Tourism & Aviation
  • Tia Broomes, Barbados Tourism Marketing Inc.
  • Chris Austin, Seabourn
  • Raquel Reyes, Dominican Republic Tourism Board

Destination Discussion: Mexico & Latin America
Moderated by Jackie Friedman, Nexion, LLC

  • Scott Radesi, Playa Hotels & Resorts
  • Susana Iakovliev, Nicaragua Tourism Board
  • Marc Harrison, Encounter Latin America // Global Encounters
  • Nancy Logan, Pleasant Holidays | Journese

Destination Discussion: Europe
Moderated by Scott Koepf, Avoya Travel

  • Ashley Vaughan, Trafalgar, Brendan Vacations and Costsaver
  • Terri A Haas, CTC, Star Clippers
  • Jana Tvedt, Riviera River Cruises
  • Stephanie Roles, Intrepid Group

Destination Discussion: The USA
Moderated by Jenn Lee, Travel Planners International

  • Kristin Coryn, Visit St. Petersburg/Clearwater
  • Joel Cohen, New York City Vacation Packages
  • Thomas Valley, SeaWorld Parks & Entertainment
  • Christina Aldanese, Hawaii Tourism United States

5:30pm - 6:45pm: Think Tank, Sponsored by Scenic Luxury Cruises & Tours

Presented by Joni Rein, Senior Vice President Sales and Marketing, Managing Director US for Scenic Luxury Cruises & Tours.
Join Joni for a lively and engaging conversation about transitioning sales from traditional ocean cruises and selling the world’s rivers and experiences. Having spent the majority of her career in the ocean cruising world, Rein brings excellent perspective to this discussion.

During this innovative, high energy forum, CruiseWorld attendees will ask questions, and exchange ideas, challenges, and innovative strategies as they share and learn from each other in this moderated open discussion format.