FIRST IMPRESSIONS

[HostDave]

First impressions are impossible to change. We’ve all had our fair share of first impressions with people, cars, restaurants, hotels, stores and tourist attractions. Some have been quite memorable; many for the wrong reasons.

Did you ever meet someone who lunged toward you to grab your hand for an overly firm handshake, squeezing tightly? Then that person began speaking loudly just inches from your face? Not pleasant, was it? What about walking into a restaurant and finding the hostess stand empty? Even once the hostess arrived, she didn’t seem interested in helping you and only begrudgingly took down your name and, even then, you still had to ask how long the wait might be since she wasn’t going to volunteer that information. Sound familiar?

We’ve all walked into a store and the décor immediately told us whether the store itself cared about itself or its customers. Sometimes the shelves were elegantly stocked with merchandise, arranged artfully and the salesperson smiled as we entered and approached us to offer assistance but not in an aggressive or pushy manner. Those are the stores we tend to favor. Walk into a store with items in disarray on the shelves, dirty floors and a salesperson chewing gum and texting on a cellphone and you will most likely get the distinct impression that store is not committed to offering you a good product or pleasant shopping experience.

Hotels make that same impression. First, they impress us with their façade and front entrance. If it is unkempt or in need of repair, our impression is anything but impressive. If there is a long line at the check-in desk, or those behind it are pre-occupied or untrained, our thoughts about the hotel take a quick turn for the worse. A dark room with a distinctive odor, outdated furniture, wallpaper and bedspreads makes us question its cleanliness.

Conversely, an immaculate restaurant, store or hotel manned with smiling staff that are approachable but not overly-enthusiastic gives us a good first impression. And that impression carries through to the rest of our experience. That first look and first contact can make all the difference in the world.

At the American Queen Steamboat Company, we strive for an unforgettable and immensely positive first impression. Our guests arrive at the dock to find, first and foremost, the most impressive silhouette of an authentically-styled riverboat towering over them. There is fancy fretwork, ornate details, crisp white paint, a large red paddlewheel and soaring smokestacks. Looking more closely, our guests see stained glass insets in the windows and smiling crew members on the decks. Check-in is a smooth affair, often accomplished in the lobby of the pre-cruise hotel as part of the complimentary one-night stay prior to departure that is included in the fare.

Stepping on board, our guests make an entrance reminiscent of those made by thousands of guests before and with the same sense of awe and wonder as those who travelled 150 years ago. Stepping onto the deck, guests climb a grand staircase and are greeted by staff that open the doors to another world. Our staff likes to stand just inside and see the look on guests faces as they enter. It is always one of astonishment. The Victorian details are resplendent, vases of fresh flowers perfume the air and guests are greeted as arriving family members.

Making their way to their suites and staterooms, guests pass through the lobby with its frescoed ceiling and chandelier which is a recreation of one crafted for the 1904 World’s Fair in St. Louis. Walking through the dark-paneled Mark Twain Gallery, those boarding get a glimpse of some of the grandeur of the American Queen through windows that overlook the two-deck J.M. White Dining Room below.

Expectations of the accommodations are always exceeded when guests take a look at their suite or stateroom. One often finds that a hotel with an elaborate lobby and elegant public spaces skimps a bit when it comes to the rooms and, except for a few details here and there, one hotel room looks much like another. However, the suits and staterooms on the American Queen have been created with the same singular dedication as the rest of the boat. Furniture in the suites is often antique and those in staterooms are faithful recreations that spare no expense. The lights are period, the carpet contains patterns from the 1800s and the wallpaper is just what would have been found on the great riverboats of Mark Twain’s era. Despite all the visual candy, the beds often get the most positive feedback. Layer upon layer of duvets, pillows and plush linens are so inviting, most guests can’t help but lie down immediately and revel in the authenticity and comfort. Bathrooms invoke a similar reaction of awe since the period décor is carried through to the sinks, fixtures and black and white tiled floors. The fact that most include a bathtub, an unusual feature for a river vessel, only enhances that first impression.

But the staff is what really makes the difference. The steward or stewardess greets you by name and asks if you need anything additional. As you walk out to explore the public rooms, staff will ask if you would like a beverage, helpfully answer questions, and often lead, not point you, toward your intended destination. By the time the 65-ton red paddlewheel begins to move and the strains of a river tune drift toward shore from the steam-powered pipes of the calliope, you’ve been transported to a different place and time so completely, you won’t even remember the disheveled shelves of a store or the inattentive waitress in a restaurant at the mall. This isn’t ordinary life; this is the America Queen Steamboat Company. Welcome aboard!