Every company’s greatest assets are its customers; because without customers, there is no Company.
With advice, guidance and assistance we have many opportunities to provide overall guest satisfaction.
Below are several points to remember in order to provide customer service that exceeds expectations.
1) Be Prepared to receive the guest
- Body language – Look approachable and as if you are ready to assist the guests.
- Be aware of your surroundings even if there is no line.
- Look productive and confident on the desk
- Do not keep your head down, typing incidents or e-mails
- Do not ignore the guests, always give them priority
- Do not socialize on the desk
- Do not speak in any other language except English at the desk
2) Receiving a guest
- Use welcoming gestures to welcome the next in line (remember to use an open palm and not a pointing finger)
- Follow with “Can I help the next guest?” or “I can help you here Sir”
- Smile to the guest and greet them appropriately “Good morning/Afternoon, How are you today?”
- The Purser should initiate the conversation and each guest should be treated as if they were your first guest of the day.
- Do not wave the guests impatiently down and shout “NEXT!”
3) Assisting the guest
- When possible, acknowledge the guest by name, using their Sail and Sign Card or TNVT as reference
- Stay focused, maintain eye contact and help one guest at a time
- Listen actively to the guest, demonstrating interest with body language
- Always let the guests finish their statements or questions before answering. Be patient and understanding.
- If the phone rings, excuse yourself to answer the call, politely ask the caller to hold, and return your full attention back to your original guest.
- Do not become distracted with the interruptions around you.
4) Talking with the guest
- Paraphrase information back to the guest
- Speak clearly and give concise information
- Speak to the guest the way you would want to be spoken to
- Take the time to thank our guests after a transaction. Thank the guest if they share praise. Thank them for waiting patiently in line.
- Do not shout or raise your voice in frustration
- Do not presume; Do not take short cuts in providing information to our guests.
