In our Innovator Series, we take you behind the scenes to explore the day-to-day work of our colleagues at Intercruises and how they are helping shape the future of our business.
In this edition, Patrick Pitarque, Manager, Port Agency Services – Barcelona, shares his career journey at Intercruises and offers an insight into life in Port Agency Services, where nothing is impossible and a strong team-first mindset is essential.
Tell us a bit about yourself and your background. What led you to your current role as Manager, Port Agency Services – Barcelona at Intercruises?
It actually runs in the family, as my father was also a Port Agent, and ships have been part of my life for as long as I can remember. I started at the company where my father was the director, where I learned the ropes and gained firsthand experience in the industry. During that time, my experience working with Disney Cruise Line, with its fun and unique brand and high standards, inspired me to become a full-time Port Agent.
I have been with Intercruises for almost 15 years now, first as an Executive, then as a Supervisor, and for the past two years in my current role as a Manager.
What does a typical day look like in your role?
Every day brings a different story and focus, and that keeps things interesting. It all depends on whether there is a ship in port or if I have meetings planned. My priority is making sure the department runs smoothly and addressing different matters that need my attention.
Port agency services cover such a wide spectrum of duties, with varying levels of urgency. One minute, we may be advising a supplier on adjustments needed for a service, and the next, we are jumping into discussions with Immigration about Schengen visas or the details of the new EES system.
How do you drive innovation and high standards within your team?
The key is having a knowledgeable and strong team. It is important that every team member feels they are part of something bigger and works as part of a team, rather than as an independent entity. That is why we encourage our Port Agents to come into the office more often and interact with their colleagues.
Sharing our knowledge, details and experiences, no matter how small or routine they may seem, helps us learn from each other and brings attention to the things that matter in our day-to-day operations. It also helps us brainstorm new ideas and different ways of doing things, which in turn strengthens our engagement with clients.
AI has recently become part of our daily work and is already proving to be a valuable tool. We deal with many different variables every day and need to keep track of a lot of details, from travel arrangements and administrative appointments to transfer requests. AI is helping us manage these arrangements more efficiently and save time.
How have you seen port agency services evolve in the last years?
The Port Agency department mainly works behind the scenes, making sure everything happens as it should. From the outside, people often do not realize the amount of planning and activity involved in every vessel call. This can range from handling crew requirements, such as administrative appointments, to organizing luggage pick-up points outside the terminal, coordinating with porters, and understanding what can and cannot be done depending on the size of the vessel and the overhead gangways at each terminal.
As cruise operations become more sophisticated, it is all about adapting to change and delivering a second-to-none service every time.
Tell our readers a few stories about working in Port Agency services.
Looking back, some of the most memorable moments seem quite amusing now, even if there was a hint of worry at the time.
Once, a Crew Administrator forgot to hand over the passport of a crew member, and by the time we realized it, the vessel was already departing from the port. Thinking quickly, I contacted her and asked her to take the passport to the bridge and hand it to the marine pilot, who was onboard guiding the vessel out of the harbor. She made it just in time. A short while later, the pilot returned to shore and I was able to retrieve the passport. Everything worked out in the end, but it was definitely a tense moment.
Sometimes, when you are juggling multiple tasks at once, things happen that remind you that you are only one person trying to be everywhere at the same time. One rainy day, with a handful of paperwork, I was urging a group of crew members to follow me. In my rush, I promptly slipped on the gangway and landed on the floor. No paperwork was lost to the sea, everyone had a good laugh, the mood lightened, and we carried on as usual.
On another occasion, I was escorting a few crew members to an important administrative appointment when the bus arranged for us arrived late. Noticing that a bus assigned to another team was sitting idle, I cheekily “borrowed” it. No harm was done, as I knew our original bus would arrive in time to cover the other team’s operation, and they graciously accepted my apology afterwards.
Sometimes you have to think on your feet in this industry!
What motivates you?
Cruise ships have always been part of my life, and I have always enjoyed being around them.
You could say I am passionate about vessels because my father introduced me to this world, and that memory continues to motivate me every day.
Every ship tells a different story, and over the years I have met wonderful people on board, some of whom have become very good friends.
When you are not working, what do you do for fun?
My two great passions are traveling and gastronomy. I love going somewhere, whether near or far, experiencing a place like a local, and looking for hidden gems that very often become the highlight of the trip. When I travel, I never like to be in a hurry, so weekend trips are usually not for me.
I always say that it is the people and the connections you make (and the food!) that give a place its character, which is why I always come back to Barcelona, my hometown. Some of my best travel memories are linked to the food I have enjoyed along the way.
You could also say that I am a Lego enthusiast.
What advice would you give to applicants interested in working in Port Agency Services within the cruise industry?
The one thing that defines a good Port Agent is that he or she never thinks something cannot be done. Nothing is impossible, and that is what makes this job so special. To be a Port Agent, you have to challenge yourself almost every day and be fully dedicated to the job. Every ship and every season brings new surprises, but that constant variety is what keeps the job exciting and rewarding.
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