I recently took a fifteen day cruise on Holland America’s ms Rotterdam. I sailed from Piraeus, outside of Athens, and then visited ports in Turkey, Italy, Greece, Malta, Spain, and Portugal before concluding my voyage in Harwich, England.

From the wondrous ruins of Ephesus, Turkey, to the splendor of Rome’s Trevi fountain, each port was a gateway to history, beauty and awe. But what made this cruise so extraordinary, and believe me, I’ve taken many cruises before, was the level of service provided by the Rotterdam’s staff. From the minute I embarked on the ship, I could just feel the difference.

Each passenger was spoken to with respect, and courtesy, and everything was done to address the passenger’s questions and requests. On prior cruises, on different cruise lines, I have sometimes gotten the feeling that the front desk staff was overwhelmed by the sheer volume of calls they received, and the demands put upon them. This was never the case with the front desk crew on the Rotterdam, and keep in mind, we’re talking about being attentive to 1,316 passengers.

The Shore excursions office was another example of the high level of service afforded to each and every passenger. Ed Walsh was the agent who advised me, and helped arrange my off-ship activities. Whether he was recommending a bus tour in Barcelona, or insisting I try the garlic shrimp in his favorite restaurant in Lisbon, Ed knew the highlights of each and every port. His attention to detail and his willingness to listen to each passenger, and then recommend itineraries specific to that passenger, was invaluable. I know my port visits would not have been nearly as enjoyable and fulfilling as they were had it not been for Ed, and I am very grateful. By the way, on Ed’s recommendation, I hope to someday sail on Holland America’s Antartica cruise, which he told me is in a class by itself.

Now if you’re like me, when a day of touring is over you probably can’t wait to get back to your stateroom and relax. And it’s there that you’ll again notice the high level of service that Holland America offers its guests. On prior cruises, it was always difficult to find a cabin steward. They had been assigned to oversee so many rooms it was impossible to get the personal attention one expects on a luxury cruise. But Holland America has one attendant per every ten passengers, so it seems like someone is always standing by to cater to your each and every whim.

Whether you need breakfast in bed, an ice bucket refill, a pair of scissors, fresh towels, or your dress black shoes shined, someone is always there to help.

If you’ve ever taken a cruise you know how important the Cruise Director is. They are the visible representation of all the staff that is working so hard behind the scenes to make your cruise enjoyable and unforgettable. On the Rotterdam the cruise director was Susan Wood. She has a stellar background in dance, and at the age of five she joined the British Dance Team, representing her country around the world. Years later she was tapped by Sitmar Cruises to become a dance instructor, and eventually the Assistant Cruise Director. Fourteen years ago she was named Cruise Director, the first female to hold that title in the Holland American line.

Susan is tireless. She was on the dock every morning wishing every passenger a good day, she was in the theatre recounting stories of her time at sea, and she was in the showroom at 11 O’clock at night, applauding the show’s cast and outlining the late night activities. Susan told me her secret was starting every day with chocolate and a Coke. But I think the real secret behind her cheerfulness, energy, and never-ending smile is the fact that she truly loves her job, and wants to do everything possible to make sure each passenger takes advantage of all the wonderful activities the ship has to offer.

Activities as varied as Wacky Golf, Chess, Wine Tasting, Port Lectures, Dutch Royal Teas, Ice Carving Demonstrations, Art Auctions, Trivia, Meetings for the friends of Bill W., and unique jewelry sales, like the one that featured replicas of the jewels of Jacqueline Kennedy Onassis. And I haven't even mentioned the vast array of live entertainment on board.

With all the Rotterdam has to offer it is no exaggeration to say that passengers are never at a loss for something to do. And that was all to the credit of Susan and her staff!

The Holland American Cruise lines have an incredible reputation for quality, service, and customer satisfaction. After sailing with them, and getting to meet so many of their staff on a personal basis, I not only understand that reputation, but appreciate the fact that it is so well deserved.