Catering on cruise ships is a uniquely complex and dynamic operation, from the sheer number of meals required to the sophisticated supply chain logistics involved. Delivering meals on the high seas sets a range of challenges that can only be met with innovative solutions, meticulous planning and a solid supply chain.
“The key difference between catering for regular venues and catering for a cruise ship is that other venues don’t move,” says Guy Churcher, Bunzl’s National Business Development Manager – Hospitality. “If an item is delayed it can’t just be delivered the next day. A ship is only ever in port for a few hours. If a delay occurs, then that missing product – whatever it might be – will cause a domino effect on service. And when these ships are carrying anywhere between 4000 to 7000 people, that very quickly becomes an issue.”
It’s because of these high stakes that a type of clockwork efficiency takes place at each port and scheduling becomes critical. “With most products, stock is required across multiple distribution centres to service the ships, and planning is required to get the timing of delivery right. Products classified as ‘no sail’ specifically have no room for error because you’re dealing with things like toilet paper and other essential supplies. If they don’t make it to the ship, you can’t just pop by a grocery store either because these supplies are often custom-made for the specific plumbing of the ship.”
With Australia having one of the highest rates of cruising in the world (up to 5% of Aussies go cruising every year – totalling an estimated 1.25 million people) – and New Zealand’s cruise passenger rates expected to increase by 2.15% by 2028, ensuring smooth sailing for your passengers is essential. “Forward planning is key and seasonality plays a big role in that. In our summer period, for example, demand doubles as ships leave the northern hemisphere for warmer conditions so we need to factor in longer lead times for imported stock to meet that increased demand,” explains Churcher.
“My advice? Always have backups and contingencies in place, then have contingencies for your backups.”
As Jeremy Goodman, Director of Supply Chain for Carnival Australia has discovered, the ‘last mile’ to the ship is often the bit that requires the most meticulous preparation. “Delivering goods at scale to a ship isn’t like Uber Eats. There are many hoops to go through, so you want to make that ‘final mile’ as short and streamlined as possible. If we have a ship leaving from Darwin, for instance, we want to avoid sending trucks from Sydney. But we still want the quality and consistency our brand demands. And that requires intricate planning. My advice? Always have backups and contingencies in place, then have contingencies for your backups.”
Goodman explains that an average ship is serving around 3000 passengers, another 1000 crew and churns out about 15,000 meals per day. With these volumes, ensuring a consistent and quality supply for guests becomes the main challenge and priority.
“Cruise is an amazing industry to supply,” says Goodman, “but prospective suppliers must take time to understand our business. We generally transact more volume less often than the average, and that requires careful planning and certainty from our suppliers – and a keen focus on consistency. Take plates as an example: when we’re feeding such high volumes per day, we can’t have an excessive range of plates that are evolving with the latest trends. Rather, we need a consistent look and feel that works with our ships, and a product that is durable in our dishwashers and can help ensure operational efficiency throughout our back-of-house so that front-of-house our guests receive a seamless experience.”
One of the most important things Goodman has learned over his years in the industry is that the crux of his role comes down to ensuring the perfect guest experience. “We once had a passenger who, for medical reasons, could only drink a particular health drink and we found out at the eleventh hour it wasn’t going to be delivered in time for departure. So my 2IC and I went to the nearest Woolies, bought out their
entire supply of the drink, and wheeled it back to the ship!”
With the cruising industry across Australia and New Zealand set to reach record highs in the coming years, the development of more efficient processes to meet the demands of much larger ships has already begun. “We always want to over-deliver to our guests and we’re mindful of exactly what it takes to ensure smooth sailing,” says Goodman. “While we need to deliver en masse and at scale and be commercially savvy, we cannot lose sight of the details that will make or break someone’s dream holiday.”
