communicator newsletter letter from the president american...

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Letter from the President American Queen Starts Fifth Year of Cruising

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Communicator Newsletter

Well it’s hard to believe, but on February 19, the American Queen commenced her fifth year of sailing under the American Queen Steamboat Company banner. For all of us, this is a huge milestone. It seems like just yesterday, we were still struggling with attorneys, banks and everything else to purchase the American Queen. And yet at the same time, it seems like 10 years ago since our crew members retrieved the vessel from sitting in Beaumont, TX to move to Sulphur, LA to undergo her first renovation.

We’re off to an incredible start on our fifth year! The American Queen has never looked better. During lay-up, our team painted the fourth deck with linear polyurethane paint; installed new carpet on the main deck, forward stairs and stages; and completely ground painted, carpeted, and added new furniture to the Sun Deck. We have new shows and cast members and have also completely remodeled the crew mess. When I was traveling to the American Queen for our first training session, several of our crew members met me in the Chicago airport. They were showing me pictures on their smart phones that their fellow crew members had sent to them, telling them how great the boat looked and how excited they were.

After cruising for three weeks, our customer service scores are simply through the roof. The boat looks great, our crew is happy, our sales are soaring, and I believe this will be the best year we’ve ever had. Speaking of training, one of our big goals for this year is hiring the very best crew members, training our crew members and retaining these crew members. As such, we’ve put together a comprehensive training program for both the American Queen and American Empress. I’d like to thank everyone involved, but especially Christina Price and

Scott Keever, for helping move this training program forward. It truly is a great program.

Because of all of these changes, I believe that we will have the best year we’ve ever had at American Queen Steamboat Company. All of this paves the way for increased growth, with translates to increased opportunity for all of us within the company.

Be safe out there, keep smiling and let’s make the world a better place.

Until next time,

John W. Waggoner

President/CEOHMS Global Maritime

American Queen Steamboat CompanyAQSC Making Waves with Updates and Anticipated Expansion

Employee Spotlight Meet Katie Jones

Recipe of the Month

Seaward Services, Inc. Capture Planning: The Process Before Landing Contracts

HMS Ferries, Inc. HMS Ferries Locations Preparing for a Busy Spring Season

Employee Forum Job Postings, New Hires, Promotions and Transfers

HR Update Eat the Rainbow

March Madness Facts

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Money MattersLessons in Growth Investing: The Folly of Market Timing

The crew mess features all new tables, seating, lighting, wallpaper and televisions.


HMS Ferries Locations Preparing for a Busy Spring SeasonCORE VALUES: Service Excellence, Safety FirstAs warmer weather quickly approaches, HMS Ferries is actively working to prepare for what we expect to be our busiest spring and summer seasons yet. In fact, Mobile Bay Ferry in Dauphin Island, AL, has already surpassed the passenger totals for January and February, compared to the same months in 2015. We are working with our clients in Philadelphia, PA, and Moline, IL, to develop an aggressive marketing campaign that is expected to bring increased ridership to both locations. At our Governors Island site in New York, NY, the Coursen will soon be entering a drydock availability and be ready for service by the summer. The Jean Ribault just completed a yard in Jacksonville, FL, and is prepared for the season. In addition, we are working to replace the antiquated ticketing systems at the Pierce County location in Steilacoom, WA, and Mobile Bay Ferry by this summer, which will allow our customers to purchase tickets online and be delivered via phone or a mobile app. This state of the art ticketing system and website, along with an improved ticket scanning capability, will help increase ridership and improve the efficiency of our ticketing and loading process.

We were fortunate to have had Ian Schroeder, an intern from Massachusetts Maritime Academy, work in the HMS Ferries corporate office in Bainbridge Island, WA for the last two months. Ian provided the following about his experience:

“I gained valuable insight into the maritime industry over the past two months. I was given the opportunity to work on various projects and to observe numerous aspects of maritime business. The entire HMS Global Maritime team, in the office and out in the field, was extremely welcoming and offered priceless career advice.

This internship has definitely increased my interest in pursuing a career in maritime business. I hope to return to pursue further projects with HMS Ferries. Thank you HMS Ferries for this terrific opportunity.”

Well done to the entire HMS Ferries team for providing Ian with a positive experience. Your work to help train and educate interns will have a positive impact on HMS Global Maritime and the maritime community as a whole.

Finally, one of our smallest operations received some great press last month, with a local television station doing a news piece on the Gees Bend Ferry, in Camden, AL. The ferry is featured in the series “Alabama Oddities,” which showcases unique and local attractions. Featured in the video are Captain Jimmy Womack,Vondell McGraw, Ricardo Pettway and Tim Aguirre. Here is the link; it is worth watching:

http://www.alabamanews.net/video/alabama-oddities-gees-bend-ferry/

Greg Dronkert

President & COOHMS Ferries, Inc.

Steilacoom, WA | Oklahoma City, OKGees Bend, AL | Dauphin Island, AL

Jacksonville, FL | New York, NYMoline, IL | Philadelphia, PA

HMS Ferries congratulates all of our shipmates for their achievements throughout the year. We would like to send special congratulations to the following shipmates for their hard work and achievement.

Mark AndrewsOklahoma River Cruises Completed leadership training

Joe KulaMobile Bay FerryCompleted leadership training

Clip HopkinsGees Bend FerryCompleted leadership training

Frank RodaGovernors Island FerryReceived MMC endorsements for QMED and Tankerman Asst.

Barry MastersonGovernors Island FerryReceived MMC endorsements for Proficiency in Survival Craft & Rescue Boats, 200 Ton Mate on Inland Waters and Able Seaman-Limited Lifeboatman


Before Seaward Services employees can offer their expertise, our corporate team has to lock up a business opportunity. Whether an opportunity presents itself in the form of a U.S. military government contract or a contract of another government agency, a specific plan must be formulated and executed before Seaward Services can take over operations on shore or at sea. This is a process known as ‘Capture Planning’.

In short, Capture Planning consists of three phases: identifying an opportunity, assessing the environment and implementing a strategy. An effective plan should offer reviewable evidence and detail the objectives, actions, timing, frequency of review and specific responsibilities of all players. These offerings help save time, reduce capture cost and most importantly, improve contract win rates. A defined structure for a plan typically consists of internal and external analyses, strategy development, monitoring and execution.

Two popular outlines help gauge all of this important information. The first is called an Integrated Prospect Solution Worksheet. This is essentially an analysis tool used to identify issues and requirements. A team of planners makes their identifications and can then outline solutions and compare them with competitors’ strategies.

The second outline is called a Bidder Comparison Matrix. This tool shows a team of planners how its solution compares to its competitors’. The matrix shows this information from the business opportunity provider’s (a government contractor, for example) point of view. The matrix is laid out in three categories: 1) issue, 2) weight, and 3) firm vs. its competitors. Each potential issue is assigned a weighted value, that way firms can compare their weighted scores against other firms’ scores. In order for the Bidder Comparison Matrix to serve as an effective tool, other things must fall into place as well. The planning team needs the approval and support of senior management, as well as various measurables; this could include objectives, schedules and completion dates for managers. Along the same lines, consistent review periods must be established to check progress, resolve conflicts, look at bid decisions and generate feedback.

Seaward Services takes pride in providing excellence and experience in a wide array of marine projects—that much is clear to our partners and all HMS Global Maritime employees. Sometimes, though, the behind-the-scenes work can get lost in the shuffle. Capture Planning is just one of the ways our staff adds to the outstanding work and reputation of our company. Without following these procedures, we would not be engaged in much of the fascinating work we are doing today.

New Albany, IN | Norfolk, VANewport, RI | Okinawa, Japan

Dania Beach, FL | Philadelphia, PAPanama City Beach, FL

CORE VALUES: Innovation

Bill Annand

President & COO Seaward Services, Inc.

Capture Planning: The Process Prior to Landing a Contract

Seaward Services would like to congratulate all of our shipmates for their accomplishments throughout the year. We would like to send special congratulations to the following for their hard work and achievement:

Richard (Dickey) GlessnerNorfolk, VANominated for Employee of the Quarter by Department Heads for Outstanding Performance

Sam WebsterNorfolk, VANominated for Employee of the Month by her peers for Outstanding customer service and performance

Mark SedacaNorfolk, VABecame B Captain and for their motivation and dedication to the team

Richard GlessnerNorfolk, VABecame B Captain and for their motivation and dedication to the team

Sharon MetcalfWestPac Express Promoted on a temporary basis to 1st assistant engineer to cover for an ill employee and did a great job Adam Kleitman WestPac Express Promoted on a temporary basis to 1st assistant engineer to cover for an ill employee and did a great job Brandon Wahlers WestPac Express Promoted on a temporary basis to Chief Mate to cover for an ill employee and did a great job


You may notice several news articles written about American Queen Steamboat Company (AQSC) pop up soon. We hosted several media members for a short cruise on the American Queen a few weeks ago, giving them insight into the $2 million lay-up updates and future plans for the company.

In one article, featured on the Seatrade Cruise News website, John explains the “relentless pursuit of perfection” he has for the company and vessels. As an example, he explains why he insisted on the Awlgrip two-part linear polyurethane yacht white paint that adds an impressive, high-quality look to the American Queen. John gave a tour of the vessel, and showed the media members a place on a bulkhead, where part of the original paint was left for comparison.

The exterior paint is one of the most noticeable differences onboard, but not the only cosmetic change. On each deck, 900 feet of mahogany rails were added, as well as a refinish to the mahogany

doors, new trim and polished brass ‘keys’ which hold open the staterooms’ French doors. New signage indicating the staterooms’ names was also installed throughout the vessel, as well as new carpet and furniture on the Sun Deck, creating a nice patio-like atmosphere onboard for guests to enjoy.

The crew also saw some changes when they arrived back onboard: an updated crew mess area with new tables and seating, new televisions, a new salad station and updated wallpaper and lighting. In addition, extensive cleaning, new paint and LED lighting in the crew hallways brought a fresh and updated look and feel.

Currently, the American Queen is in the best shape that it has been since she was built in 1995. Of the $2 million in upgrades that was spent this year during lay-up, more than half of that expense was dedicated to technical and mechanical upgrades. We are very proud of the upgrades and the way the vessel is looking and running. It is this dedication to continuous improvements, led by John Waggoner, that has driven us to the forefront of the river-cruising industry and continues to contribute to our growth.

In another article on the Seatrade Cruise News website, John is quoted about the future of AQSC and expansion into new markets. Because of the demand and impressive sales numbers since the company’s formation in 2012, AQSC is looking to purchase or build another vessel for expansion into the Great Lakes. There is also a possibility of an off-season operation with destinations in the Caribbean.

The ideal vessel would have a capacity between 200 and 250 passengers, to encourage guests to get to know each other, similar in capacity to the American Empress. If a vessel is purchased, operations could begin in 2017, while building a new vessel would be expected to take nearly three years. While the American Queen is iconic because of it’s unique flavor, hospitality and decor, Ted Sykes commented that “we realize we’re probably not going to be able to continue that [style of cruising],” and is looking beyond a paddlewheeler for this next expansion.

There are still many decisions to be made before this next step is taken, but the executive team and all involved anticipate making a more concrete decision by July of 2016. It is an exciting time for the company and much of the credit for reaching this point goes to our crew and team throughout AQSC and HMS Global Maritime. Together, we’ve revived the river-cruising industry, created a truly unique on-the-water experience and increased demand for our product so much that we are encouraged to expand.

To read a few recent articles featuring AQSC, see the links below:• http://www.seatrade-cruise.com/news/news-headlines/american-

queen-steamboat-co-looks-to-grow-by-buying-or-building.html• http://www.seatrade-cruise.com/news/news-headlines/for-

aqscs-john-waggoner-a-relentless-pursuit-of-perfection.html• http://www.afar.com/magazine/cruise-news-river-cruising-grows-

in-the-us

Memphis, TN | Vancouver, WA

AQSC Making Waves with Updates and Anticipated Expansion

Ted Sykes

President/COOAmerican Queen Steamboat Company

CORE VALUE: Innovation


March is upon us, and most people are thinking of spring fever remedies, leprechauns, rainbows, a pot o’ gold, or any other fun thing and activity associated with spring! To help continue the festivity, we think it’s a perfect time to share an article from UnitedHealthcare about eating the rainbow:

Ever heard of the “rainbow diet?” It’s not an actual diet — it refers to choosing fruits and veggies in a rainbow of colors.

Through broad guidelines, government experts hope to bring healthier eating patterns to all Americans despite our regional and ethnic backgrounds. One of the main guidelines is to eat more fruits and vegetables.

Eating an array of colorful foods regularly helps give your body the nutrients it needs. Besides fiber, vitamins and minerals, naturally colorful foods contain phytochemicals. These powerful plant substances give fruits and veggies their color and help fight disease.

Research has shown that eating a variety of these plant substances may help to:• Strengthen your immune system• Lower your risk for certain cancers and chronic diseases• Help ward off type 2 diabetes• Reduce high blood pressure• Prevent some eye diseases• Maintain heart health• Improve memory• Help build strong bones and teeth

YOUR DAILY QUOTA Think nutrient dense. Aim to fill half your plate with colorful fruits and veggies at each meal. Your produce can be fresh, raw or cooked, canned, frozen or dried. How much you should

consume depends on your age, gender, calorie needs and activity level.

A RAINBOW OF CHOICES Ready to shop the rainbow? Here are some ideas to get you started:

• RED: Red apples, cranberries, red grapes, pomegranates, raspberries, strawberries, watermelon,pink or red grapefruit, tomatoes, radishes, radicchio, red peppers, red onions• BLUE/PURPLE: Raisins, blackberries, blueberries, plums, purple grapes, purple cabbage, purple figs• WHITE: Bananas, white nectarines, white peaches, garlic, cauliflower, mushrooms, onions, potatoes• GREEN: Green apples, green grapes, kiwi fruit, honeydew melon, kiwi, avocado, broccoli, spinach, okra, artichoke, zucchini, lettuce, celery, asparagus• YELLOW/ORANGE: Yellow apples, apricots, cantaloupe, oranges, peaches, nectarines, mangoes, grapefruit, pineapple, yellow peppers, pumpkin, sweet corn, yellow tomatoes, lemons, sweet potatoes

Now that you’ve heard of the “rainbow diet,” will you make it a goal to eat the rainbow?

Source:UHC March Nutrition Newsletter Eat the Rainbow

Human Resources

Eat the RainbowLooking to fight disease and improve your health? Put colorful fruits and veggies on your plate.

March is a big month! It’s the end of college basketball season, the beginning of spring, and ‘Hoosier Hysteria’ is in full swing. Since the corporate office is in New Albany, IN, we want to share our excitement with you along with some fun facts and trivia about the NCAA Division I Basketball tournaments.

“MARCH MADNESS” FUN FACTS:The term originated in the 1930s to describe an Illinois high school basketball tournament.

It was first used for the collegiate tournament in the early 1980s by sportscaster Brent Musburger.

“March Madness” is a trademarked term, held by the NCAA.

TOURNAMENT TRIVIA:The first school to win the NCAA Division I Men’s Basketball Championship was Oregon in 1939.

The school that has won the most consecutive championships is UCLA, with seven in a row from 1967-1973.

The schools with the most championships are:• UCLA with 11• Kentucky with 8• Indiana and North Carolina tied with 5 each• Connecticut and Duke tied with 4 each• Kansas and Louisville tied with 3 each

Source: HMSA Everyday March 2015 Volume 7 Issue 3

March Madness!Fun Facts and Trivia


Money MattersLessons in Growth Investing: The Folly of Market TimingProvided by Kevin Maynard, CFA, Sortino Advisory Partners

It’s time in the market, not market timing. Think about this: A $10,000 investment in the S&P 500 at the end of 1993, over 20 years would have grown to $66,340 — an average return of 9.92% per year.

THE SOBERING LESSONPulling money out of the market in down periods may reduce long-term returns. When the market rebounds, it may happen quickly and suddenly. And missing even a few trading days could mean missing some of the market’s biggest gains. If an investor missed just 10 days, in the 5,035 trading days from January 3, 1994––December 31, 2014, returns could be cut in half.1

WHAT SHOULD I KNOW BEFORE INVESTING?All investments involve risk, including possible loss of principal. Equity investments generally provide an opportunity for more capital appreciation than fixed income investments, but they are subject to greater market fluctuations.

WHERE CAN I FIND MORE INFORMATION?History tends to repeat itself. Legg Mason seeks to ensure that your portfolio can withstand and recover from the inevitability of market corrections and portfolio losses, with a balance of strategies that addresses your need for portfolio growth, income, capital appreciation and risk management. Talk to your financial advisor today about the right investing strategy for your situation.

This information was developed by Legg Mason Global Asset Management, an independent third party. It is general in nature, is not a complete statement of all information necessary for making an investment decision, and is not a recommendation or a solicitation to buy or sell any security. Investments and strategies mentioned may not be suitable for all investors. Past performance may not be indicative of future results. If you have questions, you may contact Kevin Maynard, CFA, Sortino Advisory Partners at 502-371-9854 or [email protected].


In the spirit of St. Patrick’s Day, we’ve selected this recipe to help you celebrate! Pan Haggerty is a traditional northern European potato side dish. Enjoy!

Recipe of the MonthPan Haggerty

INGREDIENTS3 – 4 sliced bacon, diced

1 medium yellow onion, sliced or diced

5-6 potatoes, thinly sliced into rounds (White potatoes or Yukon Gold – not Russets)

1 – 1 1/2 cups chicken stock

Salt and freshly ground black pepper (*remember that the stock will add some salt to the dish)

1 – 1 1/2 cups grated Dubliner cheese (or try Swiss, Gruyere, Asiago, aged Cheddar etc.)

DIRECTIONS

In an oven-proof skillet over medium heat, heat a small amount of oil or butter over medium heat and add the onions and a pinch of white sugar. Cook, stirring often, until onions are golden, about 10 minutes. Remove from pan and place in a small bowl. In the same pan, fry the bacon until browned and slightly crisp. Remove from the pan and combine in the bowl with the reserved onion.

In the same pan used to cook the bacon, arrange a layer of the sliced potatoes in the bottom of the pan. Sprinkle with 1/3 of the onion/bacon mixture. Add another layer of potatoes and another 1/3 of the bacon/onion mixture. Season lightly with salt and pepper. Add another layer of potatoes and the final 1/3 of the onion/bacon mixture. Top with a final layer of potatoes. Pour about a cup of chicken stock over the potatoes. You may need a bit more than a cup if your skillet is larger.

Increase the heat to medium high and bring the stock to a boil. Cover the pan with a lid or a piece of tin foil and reduce the heat to a low. Simmer for 15-20 minutes, or until the potatoes are tender.

Heat your oven broiler with the rack in the top position. Uncover the pan and place the skillet under the broiler for about 5 minutes, or until the top potatoes have browned. Remove and top with grated cheese. Return to the broiler and heat until cheese is melted and browned, about 5 minutes more. To serve, cut wedges from the pan.

Recipe & photo from http://www.seasonsandsuppers.ca/pan-haggerty/

If you ever call the HMS Global Maritime or Seaward Services corporate offices, you’ll likely initially speak with Katie. She is our receptionist here in New Albany, IN, but is responsible for much more than just answering the phones. Katie oversees the maintenance of the copiers and printers in the offices, UPS shipping and labeling, ordering of office supplies, scheduling the conference rooms and distributing of the mail each day. She is also usually helping out someone else, as she is always willing to help her colleagues whenever they might need assistance. Katie claims that the best part of her job is the laid-back and enjoyable environment and working in a stress-free position.

Prior to joining our team in December 2013, Katie worked as a teacher’s assistant for 10 years, as the Assistant Manager of an Indiana DMV for several years, followed by a position in the banking industry.

In her free time, Katie enjoys watching college basketball and is a long-time Indiana Hoosiers fan. She also enjoys watching high school basketball, especially the team that her nephew coaches. Katie and her husband, Dave, enjoy spending time with their family, Wil, Jalyn, Brandi and Rob, as well as four granddogs among them.

Additionally, she is busy planning her daughter’s (Brandi) wedding to Rob in August of this year.

Katie’s smile and concern for others has a positive effect on everyone who walks through the door. Thank you for all that you do for our team, Katie! We’re fortunate to have you as a part of this company and to make our day-to-day operations run smoothly!

Employee Spotlight

CORE VALUE: Teamwork, Integrity

Meet Katie Jones

Katie and her husband, Dave.


Employee Forum

Captain, Jacksonville, FLFull-Time Deckhand, Moline, IL

Full-Time Master, Moline, ILPart-Time Deckhand, Moline, IL

Part-Time Master, Moline, ILMaintenance Technician, New York City, NY

Captain, Oklahoma City, OKPort Engineer, Steilacoom, WATicket Agent, Steilacoom, WA

Vice President, Business Development & Capture New Albany, IN

Acquisition Specialist, Dania Beach, FLSmall Boat Operator, Dania Beach, FL

Ferry and Harbor Tug Craftmaster, Guantanamo Bay, Cuba

Harbor Pilot, Guantanamo Bay, CubaOperations Manager, Guantanamo Bay, Cuba

Project Manager, Guantanamo Bay, CubaSenior Maintenance Engineer, Guantanamo Bay, Cuba

Janitor, Norfolk, VA Ordinary Seaman, Norfolk, VA

Transportation Mechanic, Norfolk, VATemporary Steward’s Assistant, Okinawa, Japan

Able Bodied Seaman, Philadelphia, PAChief Engineer, Philadelphia, PA

Chief Mate, Philadelphia, PAFirst Assistant Engineer, Philadelphia, PA

First Assistant Engineer/Layup Supervisor Philadelphia, PA

Port Engineer, Philadelphia, PAQMED, Philadelphia, PA

Second Mate, Philadelphia, PA

Bartender, American EmpressDeckhand, American Empress

EMT, American EmpressGalley Porter, American Empress

Housekeeping Attendant, American EmpressLaundry Attendant, American Empress

Maintenance Technician, American EmpressPorter, American EmpressQMED, American Empress

Waiter/Waitress, American EmpressAssistant Waiter/Waitress, American Queen

Bartender, American QueenDeckhand, American Queen

Head Waiter/Waitress, American QueenWaiter/Waitress, American Queen

Outbound Call Representative (Sales), Memphis, TNReservations Sales Agent, Various cities available

New Hires:Open Positions:Tanshanikka Currie IT Manager Memphis, TNArsenio Bernardez Galley Porter American QueenKenneth Calvin Porter American QueenGary Caruso Band Member American QueenAdrian Colar Porter American QueenNorbert Farkas Band Member American QueenMichael Fisher Ensemble American QueenLester Harvey Waiter American QueenAndrew Jones Waiter American QueenClotile Kepashvili Ensemble American QueenMatthew Macis Ensemble American QueenCaitlin Mickey Ensemble American QueenDaniel Okeefe First Cook American QueenJimmy Pepp Waiter American QueenPerrin Rodrigue Waiter American QueenRaquel Terry Waiter American QueenWilliam Williams Waiter American QueenJames Sullivan Port Captain Jacksonville, FLSlade Matthews Assistant Port Engineer Philadelphia, PA

Crystal Cope Chief Purser American EmpressSarah Neelis First Purser American QueenPercy Williams Maitre’d American Queen

Promotions:

If you are interested in any of these positions or have a referral please visit the careers section of www.HMSGM.com. Current employees please speak to your supervisor or manager before applying through the Internal Opportunities portal on the careers section of www.HMSGM.com.

Core Value SpotlightBecause of the significance that our core values hold in each work day, this section of the Communicator is dedicated to showcasing a person or team that has demonstrated one of our core values. This month, we are featuring Lindsay Anderson, General Clerk and Travel Coordinator, Seaward Services, Norfolk, VA, for the core values of Teamwork, Integrity, Innovation and Service Excellence.

“While we go on about our daily routines (our battle rhythms), Lindsay is that quiet, humble professional behind the scenes of our control chaos here at Norfolk site/compound. Lindsay plays a crucial role at our site, her dedication to the job, task on-hand, and the attention to detail that she provides and maintains our employees and Government employees very happy. Lindsay’s professionalism, teamwork, integrity, innovation, service excellence and dedication to duty reflect great credit upon herself and were in keeping with the highest standards of our company and the Norfolk site. She is proactive and takes initiative, gives guidance once and runs with it, she stands in for anyone that needs to be out, she has learned the position very quickly and has a go-getter attitude and supports the site happily.”

-- Rob Galvez, General Manager, Seaward Services, Norfolk, VA

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