Meet the team behind Brisbane’s home for cruising
If you’ve ever visited the Brisbane International Cruise Terminal (BICT), whether embarking on a holiday or arriving home after a trip at sea, it’s more than likely you would have come across one of the friendly faces of our Port Operations team.
The team is responsible for managing our port facilities and infrastructure, as well as overseeing the shipping schedules and liaising with our customers and the Regional Harbour Master. And when a cruise ship isn’t in town (and even when it is!), the team is also busy coordinating general port operations on both sides of the river as well as the occasional naval vessel – making every day different.
With decades of combined experience in operations between them, it’s safe to say passengers are in good hands. And as for the 164 ships expected to call to the BICT this season, it’ll be back-to-back, but the team is excited to work hard and have fun while they do it.
Setting sail on a new cruise season
The 2023/24 cruise season – which runs 1 October to 30 September – is officially underway and shaping up to be bigger than the last, meaning our Port Operations team are busy working alongside the cruise line staff to ensure everything is running as smoothly as possible, and ultimately that every passenger’s experience is a positive one.
“Last year we had over 660,000 people transit through the facility – whether that was finishing their cruise to go home, getting on board to start their holiday or stopping in Brisbane for the day – and it’s easy to forget that all the hard work behind the scenes and each interaction we have, make for a really positive experience for those hundreds of thousands of people,” said Manager Port Operations, Damien Cranswick.
“I think it would be fair to say that on more than one occasion the team has gone over and above to make sure that the guest experience is the best that it can be, whether that's helping people recover lost property, providing extra assistance, helping out in the car park or within the building.”
Today, the cruise terminal is welcoming passengers from all over the world, helping them enjoy their holidays with the world’s biggest cruise lines.
Port Operations Officer, Carl Gibbs, said everything comes down to good customer service.
“If a customer has a great experience and they’re happy, it ultimately reflects on the Port of Brisbane. So, it's all about customer focus and making sure the terminal is presented well. We’ve had more than one cruise line point out that our terminal is extremely clean and well presented. It’s details like that, that matter. And that’s something that we get involved in for every ship visit.”
Teamwork makes the dream work
‘Work hard, play hard’ is certainly a key theme for the BICT’s Port Operations team, with a healthy dose of humour and the regular sound of laughter coming from their BICT base.
With thirty years at the Port under his belt and having been involved in the BICT since its early planning days, Manager Port Operations Damien Garske said it’s been nice to see the entire team making their mark on the BICT.
“It's been great to watch the group grow and develop, and to grow along with them. It’s been a real joy to watch – they work as a great team to provide the best experience we can for our customers and cruise passengers alike.”
A diverse role where every day’s different
When you speak to the Port Operations team, common themes emerge about what keeps them on their toes and at the Port, whether 15 years on or three months in…
Port Operations Coordinator, Peter Brabant, said every day’s a challenge which keeps it exciting and is the reason he’s stayed for over 15 years.
“It’s really hands on and a great variety of work – you’re constantly thinking on your feet to solve a problem or stop something before it becomes a problem. It’s hard to describe our jobs because every day is truly so different.”
Port Operations Superintendent, Dennis Ryan, said preparation was key to staying one step ahead in a constantly challenging environment.
“It’s about being out and about around the terminal and getting amongst it. You always have to think on your feet and anticipate what could happen next – it doesn’t matter how big or small a task is, we all get the job done. It’s a great team to be a part of.”
The wider team unanimously agreed that cruise days are their favourite ones in the ‘office’, because of the high energy across the terminal and on-the-go problem solving required.
“It’s very common to see members of the team out and about talking to people because we genuinely care about the passenger experience and work hard to ensure everything runs as smoothly as possible on a cruise day. We know on these days we’re the face of the Port and we want every passenger walking away with a smile on their face,” said Port Operations Officer, Rob Mortimer.
“The whole team is really mindful of doing what we can to support not just passengers, but also the cruise lines to accommodate their requirements and make sure their guests have a great experience,” said the Port Operations’ newest recruit, Yuni.
“I'm just really grateful to be part of such a great team and we all want each other to succeed and do the best job we can do for ourselves, the Port and our customers. As a newbie to the Port, it’s amazing to be able to learn from everyone around me – I learn something new every day.”
Ensuring 164 cruise ship calls go smoothly, and that their hundreds of thousands of passengers have a seamless experience at the BICT, isn’t for the faint hearted. But it is a job that our Port Operations team will handle like the experts they are.
Next time you’re visiting the BICT, be sure to say hello to the team, they’re always here to help and love a chat!