Metro Cruise Services

07/29/2024

and help us welcome Michael DePietropaolo, our newest Operations Manager at MSS! With a lengthy career in San Francisco's events industry, including producing countless events at Pier 27 and serving as Event Venue Manager at Metro Events, Michael brings a unique and valuable experience to our San Francisco team.

Let’s hear more about Michael’s journey and vision for the future:

Q: What were your first impressions of MSS and our Port of San Francisco location?

A: The view from my office window overlooking the San Francisco Bay never gets old! Our team is a terrific, small, close-knit group, and my first impressions of MSS came in the form of a question that I asked myself: How lucky would I be to work here?

Q: Can you share some of the key projects you’ve worked on since joining MSS?

A: I continually examine our terminal operations to maximize efficiencies without compromising the Guest Experience. It's a constant work in progress. Whenever we change a passenger flow or check-in procedure, I always ask, "How can we make this even better?"

Q: What achievements are you most proud of so far?

A: Planning our irregular turn with Grand Princess at Pier 80 took months of effort and coordination with the city. Bringing together so many people and organizations was a massive task, but in the end, I couldn’t have been prouder of our team for pulling off such a monumental event.

Q: How do you see your role evolving, and what impact do you hope to have on the company’s strategic initiatives?

A: When I joined last October, I learned about the challenges and inefficiencies at the San Francisco terminal. I'm working to make it as systematic and organized as possible, ensuring passengers experience the smoothest and friendliest embarkation or debarkation in the world. As a high-profile city, I want our terminal to always live up to its reputation.

Q: Can you share a personal philosophy that guides your work?

A: As a manager, I believe in providing my employees with everything they need to be successful at their jobs—information, training, equipment, guidance, and leadership—so they can focus on providing excellent customer service and a superior terminal experience.

Q: Can you share something personal that people would be surprised to learn about you?

A: Growing up outside Philadelphia, I always knew I'd move to California to escape the winters. At 19, I bought a one-way ticket to San Francisco and have lived here ever since. Though my family wasn’t thrilled about my move, their support made it easier for me to stay and call this city home.

Q: What advice would you give to new employees at MSS?

A: Most of our ground agents have had long, successful careers and now work a few times a month to stay connected with colleagues and friends. Most importantly, because it's fun! Whether they prefer check-in, wheelchair pushing, or directional roles, we have a position for everyone and welcome them onboard! ⚓

06/25/2024

Happy Day of the Seafarer!

Today, we honor our seafaring customers and colleagues whose work at sea connects families, commerce and nations. Thank you for your dedication. We at Metro Cruise stand proudly by and ready to be of service pier side.

06/18/2024

and our very own Jerry Ward! As our Transportation Manager in Seattle, Jerry oversees transportation for nearly 4,000 cruise guests weekly, ensuring seamless and comfortable journeys from airport arrivals to pier departures.

Let’s learn more about Jerry:

Q: What led you to your current role at MSS?

A: I have been in the Transportation and Logistics industry for over 30 years as well as the Service/Hospitality industry for 20 years. With Metro, I saw the combination of both industries where I have been able to combine these skills successfully.

We are there at the beginning of every passenger's journey and can help set the tone for them. I love that I can contribute to a memorable experience for them.

Q: Tell us about your home port of Seattle?

A: The Seattle area has some of the most beautiful natural surroundings. From the Pier you can view the Olympic Mountain range, Mount Rainier, the Puget Sound. The early morning sights and sounds, before debarkation, is very calming and helps me relax and clear my mind.

Q: Tell us about a time at work that's brought you a great sense of accomplishment?

A: Last year, an older couple got separated from their family at the airport. One of them had dementia and the other Alzheimer’s. I was asked to help find them.

I first contacted our airport staff who searched the airport to no avail. My hope was that they boarded one of our shuttles. I waited at the pier and checked every arriving bus, finally finding them on the second-to-last one. They were frightened and disoriented, but I assured them I would take care of them. With some coordination, our staff reunited them with their grateful family. It feels wonderful to support our guests when they need us most.

Q: Tell us about your team members?

A: They are compassionate and committed to the highest level of service to our guests. From pushing wheelchairs across the airport to recovering delayed flight luggage, the willingness they have to help in challenging circumstances is inspiring.

Q: Can you describe a recent situation where your team had to overcome a challenge?

A: Last year we had to provide transport (both embark and debark) for the entire Celebrity Solstice ship on the same day we had Royal Caribbean’s Ovation of the Sea in port. It was an incredibly long day and the most transfers we have ever had. The Pier and Airport staff did an incredible job. On the day of debarkation, the Pier staff transferred close to 3,000 passengers in 3.5 hours.

Q: What is something personal people would be surprised to learn about you?

A: I come from a long line of Marine Corp veterans, my father, myself, my brother, my daughter and my stepson.

Q: What would you want people who are considering a job at MSS to know?

A: I have never felt as appreciated as I do at Metro. The management and staff genuinely care about providing the best service while ensuring a fun, safe, and happy work environment for employees.

06/12/2024

A Celebration for a Cause at Havana Night's Gala!
Metro was proud to be a Rumba Sponsor at the Family Service Center of Galveston County's 's Gala!

Our team, alongside ILA Local 20, was honored for our community efforts. It was a festive night, all in support of a great cause. Together, we’re committed to making a positive impact in our community.

06/03/2024

Thank you Family Service Center of Galveston County! We are honored to be a part of such an important cause.

🎉 We extend our heartfelt gratitude to Metro Cruise Services for their incredible support as a Rumba sponsor of our upcoming Havana Nights Gala! 🌟 Your contribution helps us continue our mission of serving the community. See you on Saturday, June 8th at the Galveston Island Convention Center! 💫

05/21/2024

Our Long Beach team bid a heartfelt farewell to the Carnival Miracle as she sets sail for her summer home in San Francisco. Best wishes to our San Francisco team as they warmly welcome her back for her third summer vacation in the Bay Area.

The Port of San Francisco
Carnival Cruise Line

05/08/2024

Captains Meeting: Our Metro agency head, Amy Nelson, working together with Carnival captains dock side in Galveston, TX.

One crucial role as agents is to support our cruise ship captains, ensuring an on-time arrival and celebrating a seamless operation.

Carnival Cruise Line



Captain Andrea Catalani
Captain Stefano Bonica
Captain Niccolo' De Ranieri
Staff Captain Francesco Rivano
Staff Captain Gerardo Esposito
Bridge Officer Giacomo Carrodano
Bridge 2nd Officer Mirko Orlandi
Bridge 2nd Officer Eugenio Serpa
CBP Chief North

Michael Nelson
Amy Hervin Nelson aka The Captain

05/04/2024

Celebrating milestones: Welcome to Long Beach, Carnival Firenze! Launched on April 25, 2024, with 4,274 guests, she joins an exciting Carnival fleet alongside Radiance and Panorama, all based in Long Beach, CA!

As the Carnival Miracle departs for San Francisco on May 8, we're proud to continue our tradition of vibrant beginnings, reminiscent of Carnival Panorama's debut in 2019 and Carnival Radiance's introduction in 2021.

Here’s to continued successful sailings and wonderful guest experiences courtesy of our talented ground services team!

Carnival Cruise Line
Port of Long Beach



Clarisa Stollenwerck
Tatiana Perez
Carlos Estrada
Leon Sutcliff
Yerandys Martell
Steven Rosado
Nicolette Lazar
Jennifer Marie Davies
Marcus Davies

Paul Ramirez
Maribel Garcia
Sabrina Edwards
Janet Griffiths
Ernie Chavez II

05/01/2024

and the talented Marti Collier who has had an extensive career in almost all aspects of cruise line operations, holding various management roles across major U.S. cities as well as international work. She has been managing our Los Angeles and San Diego airport transportation and pier operations with much success since 2020.

Let’s learn more about Martina:

Q: You’ve been making a huge impact since you arrived at Metro, what do you attribute to your success?

A: I feel my experience working in several facets of the industry, including onboard ships, provides me with a unique insight and understanding of the entire operation. Having worked in numerous cruise terminals around the country and in Europe has given me invaluable experience.

Q: You’ve worked in many different locations, what do you like most about your current port?

A: I love working at the Port of Los Angeles. It’s my hometown. I was born and raised in San Pedro and have several family members and friends who work in the port. I had the opportunity to watch the cruise terminal at Berth 92 be constructed and worked there when it was new. It’s a very special place.

Q: Is there a recent highlight in your work that has brought you a great sense of accomplishment?

A: Getting through all of the pandemic restrictions, while maintaining high client ratings and keeping our team healthy, was definitely a huge accomplishment.

Q: That’s quite a success for you and your team. Tell us more about being on Team Los Angeles?

A: Our team culture is inclusive and fun. I try to foster an environment where my team feels appreciated and connected to our daily operations and accomplishments. We’re all about business, but we do manage to have a lot of fun while we are getting the job done.

Q: Is there a time when your team had to collaborate to overcome a challenge?

A: We recently had a ship arrive late and with a high volume of GI cases. The ship had to be decontaminated, which delayed boarding. Additionally, the terminal’s escalators were not functioning. We encountered several early arrivals and the terminal filled up to capacity. Our team managed to keep smiles on their faces and a positive attitude, while moving thousands of guests onboard very smoothly and with minimal complaints. It was challenging but a proud moment.

Q: What would you want people who are considering a job at Metro to know?

A: Metro Shore Services provides a great balance between work and home life and a flexible schedule. It’s a fast-paced, action-packed environment, where no day is the same.

04/30/2024

We are incredibly proud of our San Francisco team for their successful operation for Grand Princess’ unique sailing out of Pier 80 on Saturday. It took creativity and meticulous planning to manage the turnaround of the nearly 949 ft vessel capable of housing 2600 guests from a RoRo terminal.

Over at Pier 27 our team was also managing the full turnaround of Crown Princess. Special thanks to the The Port of San Francisco and Princess Cruises, San Francisco Police Department and USCG for their partnership and ILWU locals whose proactivity and teamwork made this unique double operation possible.

Sabrina Edwards
Paul Ramirez
Itzel Monzon
Michael DePietropaolo
Robert van Leeuwen

04/24/2024

Teamwork in action! Our dedicated Metro team along with our Port of Galveston colleagues lending a hand on for a cleaner, greener environment along Harborside Drive. Keeping our beloved port and planet pristine, one clean-up at a time!

PORT OF GALVESTON
Michael Nelson

04/18/2024

Exciting Management Opportunity at Metro Cruise’s esteemed Port of San Francisco location!

Join our San Francisco operations team serving some of the world's leading cruise lines in this active port. We’re looking for top talent to fill this role. Click to apply or share with someone you know.

https://recruiting.paylocity.com/recruiting/jobs/All/6ab042d6-9866-4245-8085-eabd6b45dcc1/Metro-Cruise

04/12/2024

Thanks to for another fantastic event this week. Our team came away with valuable take-aways, new connections with potential partners and very complimentary feedback from our customers; inspiring us to keep doing what we’re doing.

There continues to be exciting opportunities in the cruise industry for all of our teams from ground services, stevedoring, logistics and security. The overriding message that is we are only as good as our people, and we are blessed with having some exceptional talent leading the way into another tremendous season for Metro.

Terminal Security Solutions, Inc.
Seatrade Maritime
Nautilus International Holding Corporation
Robert Van Leeuwen
Brian Johnson
Alex A.
Robert Owens
Mike Lee
Sabrina Edwards
Jonathan Tulier
Jose Serrano

03/28/2024

: This summer will mark Alecia Willits' 3rd Seattle cruise season. While she’s fairly new to the cruise industry, Alecia is an absolute whiz in customer service which has powered her success here at Metro Shore Services.

Let’s learn more about Alecia…

Q: As a newcomer to the industry, which skills from your previous career have contributed most to your current role at MSS?

A: In retail, providing exceptional customer services is paramount and this mindset easily translates to the cruise industry. My experience in managing teams and optimizing operations in a fast-paced environment has also been extremely valuable.

Q: Tell us more about working at the Port of Seattle cruise terminal?

A: It’s a unique experience that blends the vibrant culture of our city with the awe-inspiring beauty of the Pacific Northwest. Our terminal serves as a gateway to unforgettable journeys, particularly sailing through the Puget Sound. Guests are met with the warmth and professionalism of our dedicated staff. From the moment passengers arrive, they are greeted with friendly faces ready to ensure a seamless and enjoyable embarkation.

Q: Can you share a moment/event in your work that has brought you a great sense of accomplishment?

A: There are so many. One being we had a family of 15 who arrived 30 minutes after their ship had sailed. Their flights had all been delayed and they were very emotional. It was the first time they had gotten together in years. I was able to partner with emergency travel and thankfully able to book them all on another vessel later that same week. The look of joy on all of their faces with tears in their eyes was truly heartwarming.

Q: What is something people would be surprised to learn about you?

A: I was a dancer from the age of 2-12 years old. I took ballet, tap, jazz, toe, and hip-hop. I was in several commercials as a kid. I modeled for Lane Bryant on local TV station.

Q: What do you do to contribute to a positive work environment for your team?

A: It’s my mission every day to ensure each employee feels valued, motivated and empowered to reach their full potential. We foster a supportive environment where open dialogue is encouraged and respected. Since I have joined the team, we have implemented a Leadership in Training program which allows agents the opportunity to expand their knowledge of the operational roles and gives them the opportunity to possibly step into that role if needed.

Q: What would you want people who are considering a job at MSS to know?

A: This industry is infectious. I love what I do and the opportunities are endless. It gives you the chance to interact with people from all over the world and unique backgrounds and the view? Breathtaking. ⚓

03/21/2024

In our work to provide cruise terminal stevedoring services, securing the and welfare of our personnel, property, and our clients' assets is our company’s highest value. Thus, being honored with such significant recognition for safety is a very proud moment, acknowledging the dedication of our team members as they live out our company's principles.

Congratulations to our Northern and Southern California teams led by Gus Fashanu and Joe Lockhart respectively, their colleagues Ian Jason, Jim Lopez and Joey Carney, our head office HS&E team, along with the steadfast teamwork of locals. We thank the Pacific Maritime Association for honoring our team with the following awards:

Northern California
Injury Reduction Rate for 2023- Metro Cruise/San Francisco

Southern California- Accident Prevention Local Awards
Stevedore Companies
Group B
1st Place- Metro Cruise Los Angeles/Long Beach

Group C
1st Place- Metro Cruise/San Diego

Local Area Reduction Award
Metro Cruise Los Angeles/Long Beach

Local Area Zero Injury Rate Award
Metro Cruise/San Diego

COAST AWARD
Stevedore Companies
Group B
2nd Place- Metro Cruise Los Angeles/Long Beach

03/04/2024

Exciting Director of Cruise Operations opportunity here at Metro Cruise Services:

https://recruiting.paylocity.com/Recruiting/Jobs/Details/2281052

Metro Cruise offers an exceptional work environment where our team members are met with rewarding opportunities to grow and are empowered to succeed. You will work with the cruise industry’s top professionals who exemplify our company’s longstanding reputation for quality and excellence in service. Join our team and take advantage of our outstanding employee benefits package, work-life balance, and culture of support and investment of our people.

02/28/2024

We’re celebrating right along with our Texas team as they honor the newest Carnival ship in its home port of Galveston.

Carnival Cruise Line introduced its new flagship, Carnival Jubilee at a festive naming ceremony on Saturday. This ship, bearing the state’s symbolic lone star, is the first to be named at the and serves as a proud milestone for our team who has served Carnival in this location since the Carnival Celebration first arrived 24 years ago.

Congratulations to Carnival Cruise Line and to our Port Agency and Stevedoring teams on this historic occasion.

Michael Nelson, MBA
Amy Nelson
Carlos Estrada
Christine Duffy
Brandon Urbina

02/23/2024

: This month we head over to Seattle to meet our vibrant Ops Manager, Desirée Dyck who has been with us since we started this location 9 years ago. Hired as a Seasonal Supervisor, Desirée demonstrated her resourcefulness, and interpersonal skills earning her the full-time role she has today.

Let’s learn more about Desirée:

Q: What made you choose this field for your career?

A: The Maritime Industry is a fascinating career path. Whether you choose the land-based path or follow the sea, there’s a siren song of community, dedication and teamwork that's hard to resist. In my field of Ground Operations, I connect with shipboard teams, cruise line executives, and have the opportunity to positively impact the cruise experience for thousands of passengers a day. Honestly, this field chose me.

Q: What is the most important aspect of your role?

A: People, preparation, communication and remaining flexible.
Coordinating the check-in, immigration verification and movement through the terminal of thousands of guests (and their luggage) each day requires collaboration with numerous onsite stakeholders. I go into each day expecting the unexpected and looking for creative solutions to any challenges that may arise. I work to keep my staff and teams prepared, motivated and aptly trained to deliver the best experience possible for our Cruise Guests.

Q: Describe a perfect day at work.

A: My favorite quote is: "It always seems impossible until
it's done" -Nelson Mandela. It reminds me of a perfect day sending off these magnificent cruise ships. When we work through as a team, the passengers are all checked in correctly, unexpected challenges are overcome, and the ship sails away happy, I have a lot of pride in my staff for what they've accomplished. There's nothing better!

Q: You call your staff 'Team Awesome', tell us more about
them?

A: Our team is a diverse and welcoming group of retirees, students, homemakers, educators, gig workers and even past CEO's. They bring exceptional talent, commitment, and collaboration to every sailing. And they've become a community. You’ll see our staff taking on mentor/mentee roles, ride-sharing to work, and even socializing on days off. Many have become life-long friends and some have even met their life partners here.

Q: What’s the best thing about working at the Port of Seattle?

A: Pier 91 has a bustling and beautiful terminal site surrounded by mountains with views of every type of boat, ship, and even migrating whales. Seafair Fleet Week is a lot of fun with large Navy Ships alongside our cruise ships. It all highlights the pride our city has in its maritime culture.

Q: What would you want people who are considering a job at MSS to know?

A: The company truly values each employee and is always finding ways to support, empower and grow their employees to their highest potential. ⚓

02/05/2024

Celebrating the end of | Cruise Lines International CLIA - Cruise Lines International Association Pacific Northwest Cruise Symposium last week in Seattle.

Our team appreciated the opportunities for dialogue with multiple customers and west coast ports in an intimate and accessible environment. It was a tremendous event with conversations spanning sustainability, support for the local economy and all of the positive work and contributions of the cruise industry in the region and beyond.

Anthony Newman
Desiree Dyck
Brian Johnson


Carnival Cruise Line Royal Caribbean International Celebrity Cruises Princess Cruises Disney Cruise Line Holland America Group American Cruise Lines Norwegian Cruise Line Seabourn cruises

01/18/2024

: This month we introduce you to Ian Jason! Ian is a valued member of our team who in the last 8 years has moved from a Trainee Superintendent to Operations Manager, working to ensure a safe and successful stevedoring operation at the historic .

Let’s hear more from Ian -

Q: As an Operations Manager, what would you say is the most important aspect of your job?

A: The most important aspect is to make sure my team is prepared for a vessel operation and that we execute our plan safely and effectively. This can lead to juggling many things at once in a single day as we discharge and then load back the ship with provisions, hotel supplies, and luggage for boarding passengers within a 9–10-hour window.

As a Stevedore Operations Manager I am the point of contact for the vessel's crew, our ILWU Labor, Terminal Staff, Ground Guest Services, and Security, so being able to build relationships and working together with these groups is vital to a successful full-turn operation which can see anywhere from 5,000-10,000 passengers moving through the terminal.

Q: That seems like a huge feat for a 9–10-hour workday. What’s the trick to getting it all done seamlessly?

A: The key to accomplishing everything during this window is to do anything we can to keep everything flowing and make sure pallets are discharged and loaded in a particular order. For example, we get the hotel supplies loaded before luggage due to space on board, and for provisions we load what the ship needs to put away in their frozen and fridge lockers first.

Q: You must have a great team. What’s it like working with them?

A: There’s a culture of mutual respect. We all come from different backgrounds, but we have a synergy that helps us achieve a collective goal. I have been doing this for 8 years and recognize there are always new things to learn and ways to improve in this role. My direct supervisor and ILWU partners have been working cruise vessel operations for over 20 years and I consider it a huge benefit to learn from their experiences. We are always collaborating and striving to provide an excellent service.

Q: Describe a perfect day at work.

A: The perfect day includes the ship and all our delivery trucks arriving on time and warm sunny weather. Thankfully this happens often at our Long Beach site.

Q: What is something people would be surprised to learn about you?

A: Although I board cruise ships daily while on the job, I have yet to set sail on one.

Q: What would you want people who are considering a job at Metro Cruise Services to know?

A: We have a great team, there is room for growth, and the work is very satisfying! ⚓

Port of Long Beach Carnival Cruise Line

01/12/2024

Spotted: Our very own former President of Metro Ports, Norm Hauser, celebrating his 60th wedding anniversary with a Crown Princess cruise out of San Francsico. Mr. Hauser served the company for 26 years and was at the helm as the Nautilus group of companies was formed. His contributions helped shape the companies we are today.

Pictured with another Metro classic, Shawn Bundy, Vice President of Operations at Metro Cruise.

Princess Cruises

12/29/2023

As we look back on 2023, we can’t help but celebrate the dedication of our team and valuable collaboration from our clients and partners. Thank you for your contribution to a successful year and we wish you all abundance, health and happiness in 2024.

12/20/2023

We at Metro Cruise Services are thrilled to welcome back the Disney Magic to the PORT OF GALVESTON for the 2023/2024 Season!

Our Stevedoring, Security, Port Agency, Pier & Airport Teams dedication to providing top-level service starts with meticulous planning, months ahead and prior to each ship turnaround. As a chosen partner of Disney Cruise Line, our hearts are filled with pride knowing that we've helped in creating those joyous smiles and picture-perfect family moments.

Cheers to Captain Mickey and the entire team for a magical first turn. We look forward to seeing the joy you bring to every family setting sail from Galveston.



Terminal Security Solutions, Inc.
Disney: Ana Fries, David Niecestro, James Williston
Metro / TSS: Michael Nelson, MBA, Amy Nelson, Sid Roach, Sabrina Edwards, Frank Kramer, Allison Dewitt, Jose Serrano,

12/14/2023

Say hi to Paul Ramirez! In this month’s “Meet Metro Cruise”, we’re so excited to introduce you to someone who’s made a huge contribution to the success and culture of our Shore Services division over the past 8 years.

Let’s ask Paul to share his story…

Q: Tell us a little bit about your journey through the ranks at MSS.

A: I started in 2015 as a Pier Supervisor and knew I wanted more. In September 2016, the Operations Manager position at the Long Beach Cruise Terminal opened and I applied, was interviewed, and offered the position which I happily accepted.

I operated the cruise terminal for the next 5 ½ years and continued growing in my knowledge of the industry. In January 2022, I was promoted to Southern California Regional Operations Manager which I was very excited about as I would now oversee multiple ports – Long Beach (Carnival Cruise Line), San Pedro (Royal Caribbean International, Celebrity Cruises) and San Diego (Royal Caribbean/Celebrity Cruises). In 2023 I was also involved with overseeing the Port of Seattle (Carnival Cruise Line, Celebrity Cruises, and Royal Caribbean).


Q: Wow, your responsibilities have really expanded. What is the most important aspect of your job do you think?

A: No matter the port, the priority is always ensuring the cruise guests have the best possible experience and a great interaction with Metro Shore staff. Followed, of course, by the operational management.


Q: Tell us about a recent highlight or inspiring thing that happened on-the-job.

A: It’s so rewarding to learn more about the business side of the operations. The budgeting process and financial side are an important aspect of the job. I really enjoy being involved with it and being able to share that with my team.


Q: What stands out as the best benefit to working in the cruise industry or how does it fit into your personal life?

A: The cruise industry is a great fit for me careerwise and personally. I genuinely love meeting new people, visiting different terminals/cities and learning how to build and improve processes for my teams and our cruise line customers.


Q: What is the culture like among your various team members?

A: Family. The culture just makes it easy to form a bond with everyone. It’s more than just being a co-worker. It truly is a family.


Q: Do you have a favorite city/port/terminal, if so, what makes it so special?

A: I would have to say San Diego. I love the beauty of the city and relaxing atmosphere. If I ever need a quick getaway, San Diego is always at the top of the list.


Q: What would you want people who are considering a job at MSS to know?

A: This is a very fun, fast-paced job. I love it because no two days are alike, and it keeps you on your toes.

We’re sure your team appreciates all the fun and leadership you bring, Paul. Thanks for your time today!

Port of San Diego
Port of Long Beach
Port of Los Angeles
Port of Seattle