Richard Meadows is the President of both Seabourn and Cunard Line cruise lines. The article discusses how Meadows is able to successfully manage both roles by embracing technology for connectivity, dedicating time to each brand, and relying on good teams within each company. Meadows advises travel professionals on running their own businesses to have a business plan but also be adaptable to change, prioritize goals and actions, and be a skilled storyteller when communicating with clients.
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CindyBertram
December 2015
As kids, we were often asked, “So what do you want
to be when you grow up?” Back then a pretty clear picture
usually came up — doctor, nurse, teacher, pilot, accountant,
or maybe a designer, mechanic, artist. What you wanted to
do back then, versus what you wound up doing in your
career undoubtedly changed a bit. Today when we go to
professional networking and social events, we’re always
asked, “So what do you do?” The 30 second elevator pitch
is expected. Although I’ve tweaked it, I silently think, “But I
do more than that! I wear multiple hats!” As travel profes-
sionals, how do we successfully steer and grow our busi-
nesses while having to wear all those different hats?
By Cindy Bertram
Cindy's Inside Cruise & Travel Track, LLC
Success Steering Your Business —
The “So What Do
You Do?” Challenge
Yes, we are memory creators,
booking agents, sales pros, con-
nectors and miracle workers.
Beyond that, it also involves the
business and financial side of run-
ning a successful, profitable busi-
ness. We have multiple compo-
nents when it comes to success-
fully operating a travel business,
but there are resources available,
along with realizing what we can
do, and cannot do by ourselves.
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Travel Agent Professional
Wearing Multiple Hats
Embrace the “I have scissors,
but don’t cut my own hair” Mindset
As a kid, I found some scissors, started playing around with them and thought it might be fun to cut my own
hair. Unfortunately, it turned into a bit of a disaster, and after my mom saw the mess I created? She took me
to a hairdresser who straightened it out.
Yes, we all have scissors at home, but does that mean that we’re going to cut our own hair instead of going to
a hair salon or professional stylist? No. I have a Master’s degree in business administration from a terrific uni-
versity where I successfully got through macro and micro accounting, along with business finance and statistics,
but do I sit down and do my own taxes? No!
In our case, it’s best to decide what we can well, prioritize those tasks and then accomplish them successfully.
And when it comes to things we need to handle where we don’t have the expertise? We need to find and use
other professionals to handle those areas for us and our business.
A dear cruise industry executive once told me, “I’m not an expert in everything, so if there is something I need
when it comes to running this company that I don’t know? I reach out to someone who’s got that expertise.”
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December 2015
Insights from Richard Meadows,
President of Seabourn &
Cunard Line
When it comes to wearing multiple hats, perhaps one of
the best executives who successfully manages to do that is
Richard “Rick” Meadows, President of Seabourn and
President of Cunard Line.
In Richard Meadows’ extensive cruise industry career, he’s
held specific positions where he’s had one title. His first dual
role with two different Carnival Corporation brands came
about when Meadows oversaw the move of Seabourn from
Miami to Seattle. He became president of luxury line
Seabourn along with continuing his role as executive vice
president — marketing, sales and guest programs for
Holland America Line.
Earlier in 2015, Richard Meadows recently transitioned
over to becoming president of Cunard Line as well as
remaining president of Seabourn.
I recently had the opportunity to talk with Richard
Meadows, and asked him how he’s been able to success-
fully wear multiple hats and run two different successful-
ly companies.
Richard first mentioned, “The key thing is acknowledging
that the Seabourn and Cunard Line brands are very unique
and provide different selling opportunities. I’m fortunate to
have good teams that are focused on selling each brand. I
lean heavily on them to bring those brands to life.”
He further explained, “We have separate but indepen-
dent organization units that handle both of these brands,
and I’m dedicated when it comes to spending on my time
with each one of these, along with then switching hats.”
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Travel Agent Professional
Technology Makes Things
Easier & Having Good Dedicated Teams
Yes, technology does make things a bit easier. Richard notes, “With technology today, I can con-
nect via video calls and conference calls as I work in both Seattle, Seabourn’s headquarters as well
as California, where Cunard Line is located. I’m fortunate, because our two headquarter offices are
in the same time zone. Also, I can easily fly down to California and be there in about two hours. So
in my case, it’s about leveraging technology and maximizing my time spent, along with travelling
with and working with team members.”
The fact that technology allows close connectivity helps, but Richard also explains that he’s fortu-
nate in having two good dedicated teams within each cruise line.
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December 2015
Richard Meadows’ Pulse for Travel Professionals —
Running the Business
Richard Meadows also mentions that what he deals with is really similar to
what travel agent professionals also deal with day to day. He notes, “Today
agents tend to work remotely, but they can easily dial in and speak to some-
one at their host agency. And technology allows close connectivity.”
As far as successfully running a business, which in his case is two different
cruise lines? Richard shares a few of his own insights. He explains, “It’s about
setting clear goals, prioritizing around those actions and then make those
goals come to reality.”
Use the Two Prong Approach
When it comes to any key top priorities that travel professionals should focus
on when it comes to successfully managing their businesses, Richard mentions,
“It really gets back to prioritizing your business. Travel professionals need to not
only have a business plan in place, but also be able to adapt to what might
change. This is critical. I like to think of this as having a two prong approach. You
need to have a business plan, but also re-evaluate and prioritize that plan as well
as having tactics in place that let you be able to change. Unexpected situations
can and do occur, so being to adapt and change quickly is also critical.”
Another Suggestion —
Be a World Class Storyteller
As a travel agent professional, Richard further explains, “The bigger thing is being
a world class story teller and connecting with your prospect. You need to convey
what you are selling along with what resonates. It’s also important that you add
value to what you’re selling and creating that for a prospect and future client.”
A critical part of approaching travel selling is what Richard refers to as “being
a master story teller.” He further explains, “You need to have that come to
life. Listening to clients and then matching those wants and needs with the
best fits are critical, as well as being able to authentically tell the story and
relate to that person/client.”
With selling, Richard also explains, “We’re responsible for matching expectations
and making clients end up on right experience. By being that master storyteller,
telling it correctly, and being an active listener, your story really will be heard.”
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Travel Agent Professional
What Richard Meadows Likes Best
Wearing Multiple Hats
When I asked Richard what he likes best about running both of these cruise lines? He explained,
“They’re both such aspirations and quality brands. For me to be able to spend time helping these
brands and being part of a team is an honor. Yes, I’m a steward. But in their own way, both
Seabourn and Cunard Line are leaders, have a legacy and give guests high quality experiences.
Seabourn is ultra-luxury. With Cunard Line’s history and legacy for 175 years, we work to continual-
ly bring that brand forward. It’s also gratifying to continue to find ways to surprise our guests. These
are two different brands with extraordinary power in their markets.”
Final Thoughts
A dedicated list maker myself, I love it when I’m able to check off my accomplished tasks each day
and each week. But Richard Meadows’ point of being a storyteller really resonates with me, because
I value my storyteller edge. People relate to experiences, and by sharing a story, along with then
being able to match clients up to the best fits for their needs? That’s where the success begins and
can continue. We also need to continue to “switch hats” within our business, use other professionals
to handle what we can’t do, prioritize, and be able to quickly adapt to changes when needed.
