Date posted: March 2009

Missy Johnston, Northrop and Johnson Worldwide Yacht Charters
I was yacht crew before becoming a yacht charter broker, as I think a number of yacht charter brokers were, and this adds a whole different dimension to your knowledge base for booking charters for your clients. I had to wear a uniform. I needed to be well groomed and clean, and my uniform needed to be clean and pressed. I was on a two-crew sailing yacht, and I cleaned the wood-varnished floors every day on my hands and knees with vinegar and water, used a toothbrush and Q–Tips for various corners, and ironed the sheets before making the beds, as any good charter crew did and still does.
     I expect this same attention to detail today onboard yachts offered for charter. How the crew present themselves, including the state of their uniforms, gives me a good idea of their overall understanding of the right level of onboard cleanliness and maintenance. I also look for proper deportment and attention to service, because few charterers want the crew lounging on sunpads with them or settling in for an evening cocktail. Little things matter, too. For instance, I know a lot of yacht crew who have had to learn napkin folding. I used to make an excellent swan myself.
     When touring boats that are open “as if they are on charter” during an industry boat show, I look for all of these little extra details in hospitality, which tell me that a crew cares about the charter experience onboard and are adding extra touches. I hope to find the crew attentive and focused.  And, especially if I am looking for yachts that American clients might charter, I look for crew who are not smoking onboard.

Gail Hartman, V.I. Sailing
I look for two things: a crew that communicates well with me as a charter broker, and that also serves the client well during the charter.
     It’s important to keep the broker in the loop so that I know the crew are contacting the clients, taking care of any questions that the client has, and forming a bond before the client even steps on the boat to make sure that there are no miscommunications of expectations. One of the things that I absolutely demand is that crew contact my client seven to 10 days before the charter. By then, I will have sent the crew the client’s preference sheet, and the crew may have questions. It’s important that those questions get resolved before the clients get on the boat. Close to charter time, clients can get anxious, especially if they’re chartering for the first time. Good communication takes that anxiety away.
     In terms of serving the client well, I look for crew who pay attention to the client’s preferences. The crew need to understand the client’s expectations and personality so that they can set the right atmosphere onboard. The crew need to pay attention to dietary restrictions and to previous travel experiences so that they don’t get repeated. The crew need to set an itinerary and a schedule that will give the client a brand-new and excellent experience.
     I also look for a crew who look like they’re performing their duties effortlessly. The clients don’t need to know how everything is done. They just need to relax and enjoy themselves and find that their bed has been made for them.

Sharon Bahmer, BoatBookings.com
The only way that a broker can know good crew from bad is to go to boat shows and meet the crew, and to use the network of professional brokers to ask how previous charters have gone with a specific crew. You don’t want to rely on marketing materials from a management company or from the yacht itself, because they’re sometimes just pumping up a bad boat to try to get more business. You want a broker who can get real information about what’s actually happening aboard any given yacht.
    One of the things that’s great about BoatBookings.com is that we do a large volume of business, and we get feedback from our clients after their charters. That helps us monitor which crew are coming through and doing the best job, and it lets us show clients their best options. We call them BoatBookings Preferred, and we put a star by those boats on our website.