Why cruise line must revisit their training protocols? Part 2.


The cruise industry uses a diverse workforce, which includes a variety of positions that may or may not have a strong educational component based on their sociological or experience backgrounds. Yet, the entire workforce is a reflection of a ship’s hospitality culture, which is why everyone needs to be trained from top to bottom on certain specific values and standards. Our training protocols will address the following parameters:

Your Company Culture:

Every cruise company has its own special way of doing things. Guests will remember small differentiated touches that come from the heart. So called “moments of truth” that need to be designed into the cruise experience. These are all components of a corporate culture that’s designed to enhance the guests’ experience. Training on each vessel helps ensure that everybody will have a consistent experience.

Developing and Training Talent:

Many crew members start in entry-level positions and work their way up into higher level roles. When a company takes the time to train people, it is easier to recognize the talent that can be developed for higher supervisory positions. Training for the cruise industry is diverse. Basic skills include communication and ways to interact with the ship’s guests. It also involves teamwork training and diversity training, because the crew is perceived as one unit by guests. Learning to work together with people from different backgrounds is essential. Yet the guest experience needs to be the same for everyone.

Problem Solving and Service:

Great service that leads to amazing experiences is the goal of the cruise industry and the hospitality industry at large. This is something cruise line leaders need to develop in staff. Things go wrong; it’s part of life. The goal is to resolve problems so the guest feels satisfied about the solution. So that he wants to continue his voyage and ideally come back to the cruise line.

Health, Safety and Security:

If a danger presents itself on the ship, guests look to staff to direct them. After all, the staff knows the lay of the land, whereas the guests are in unfamiliar territory. Staff should be trained as to the basics of safety, with many having the ability to perform first aid and CPR if necessary. The cruise industry must also prepare staff to develop plans in the event of natural disasters and potential terrorist activity. This is so important, because if the staff doesn’t know what to do, chaos will emerge. Because people panic while they are trying to determine the best course of action. Of course, health matters now take a prominent role in the guest experience onboard.  Training your crew on how to include hard-wired health protocol into a seamless cruise experience is key!

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