In our Innovator Series, we take you behind the scenes for an in-depth look at the day-to-day work of our colleagues at Intercruises and how they are shaping the future of our business.
In this edition, Gayle Balena, Port Operations Manager UK and Ireland, shares her career journey at Intercruises, what keeps her inspired and her experience of life in Port Operations: a fast-paced, relationship-driven environment that requires thinking outside the box.
Tell us a bit about yourself and your background. What led you to your current role as Port Operations Manager at Intercruises?
From university, I worked as a Coastguard alongside a number of former Merchant Navy Captains. They often asked me, “What are you doing here with us? Why aren’t you at sea?” That sparked my curiosity and led me to research a career in the Merchant Navy.
I applied to become a Deck Cadet with Carnival UK and spent several years completing my training while studying for a degree in Marine Operations Management. During my time at sea as a Navigation Officer, I gained firsthand experience of ship operations and developed a strong understanding of the challenges and requirements that vessels face when visiting ports around the world.
After a number of years at sea, I moved shoreside and joined the UK Government, where I worked in Shipwreck and Salvage Law and supported organizational restructuring within HM Coastguard. This broadened my understanding of the maritime industry beyond vessel operations and gave me valuable experience working with a wide range of stakeholders.
I then joined the Port Authority in Southampton, where I held several operational roles, including Cruise Operations Lead. Working at one of Europe’s busiest cruise ports gave me extensive experience in cruise operations, stakeholder management and delivering complex port calls.
When the opportunity arose to join Intercruises, it felt like a natural next step. It combined my seagoing experience, port operations background, and passion for the cruise industry. Since joining the team, I have not looked back.
In three words, how would you describe a typical day?
Fast-paced, varied and rewarding.
The reality is that there is no such thing as a typical day in Port Operations. Every day brings different vessels, different ports, different clients and different challenges. At any one time, we can be managing multiple cruise brands, supporting several vessels across different locations and coordinating with numerous suppliers, port authorities and operational teams. Plans can change quickly due to weather, schedule changes or operational requirements, so being able to adapt and think on your feet is essential.
What are the most critical elements behind delivering a seamless port call?
For me, it comes down to three key things: communication, flexibility and teamwork.
A successful port call relies on countless moving parts coming together at the right time. Clear communication between the vessel, port authorities, suppliers, agents and operational teams is essential to ensure everyone is working towards the same outcome.
Flexibility is equally important. Operations do not always go exactly to plan, and being able to adapt quickly while maintaining a high level of service can make all the difference.
Finally, teamwork is at the heart of everything we do. Delivering a seamless port call is never the result of one individual. It takes collaboration across multiple teams, organizations and partners, all working together to provide the best possible experience for our clients and their guests.
How have you seen port operations evolve in the last years?
One of the most notable changes in the industry has been the rapid growth in ship size and passenger capacity.
When I first joined the cruise industry, vessels carrying around 3,500 passengers were considered large. Today, we are operating some of the world’s biggest cruise ships, such as the Icon Class vessels, carrying over 7,000 guests, alongside thousands of crew members.
This growth is driving significant investment in port infrastructure, with ongoing development helping ports adapt to accommodate increasing ship sizes and passenger volumes.
What does innovation in port operations mean to you?
For me, innovation is about finding better ways to support our clients and adapting our services to meet changing needs.
Since joining Intercruises in 2021, we have expanded our services. While our core operations remain incredibly important, we have also developed additional solutions that provide greater support and flexibility for cruise lines.
Examples include coordinating crew logistics for training programs, managing lost property services and arranging crew transfers for vessels across the UK and Ireland.
Innovation does not always have to mean new technology. Sometimes, it is about looking at an operational challenge differently, identifying a gap and creating a solution that adds value for our clients.
When you are not working, what do you do for fun?
Outside of work, I enjoy boxing and have recently been focusing on improving my running. Both help me switch off from the pace of day-to-day operations and give me an opportunity to challenge myself in a different way. Given how fast-paced the cruise industry can be, I think it is important to make time for activities that help maintain a good work-life balance and allow you to recharge.
What advice would you give to applicants interested in working in Port Operations within the cruise industry?
No two days are the same, so being adaptable, organized and solution-focused is essential. Strong communication skills are equally important because you will work with a wide range of people, from shipboard teams and cruise lines to suppliers, port authorities and local stakeholders.
I would also encourage people to be curious and willing to learn. Port Operations gives you exposure to many different aspects of the cruise and maritime industry, and there is always something new to discover.
Most importantly, build relationships. This is a people-focused industry, and strong relationships are often the key to delivering successful operations and overcoming challenges when they arise.
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