Guest Services Standards and Regulations

[CEO]

In every successful business throughout the world there are standards that are set.
Below listed are five standards we expect you to maintain during your time with Carnival Cruise Lines:

SAFETY

Safety is always the number one priority on board.  On a moving ship if we have any emergency situation we have to deal with it on board. 
As we cannot call the emergency services for assistance we must handle it ourselves.  Consequently, safety is everyone’s responsibility. 
Please ensure that you know the safety signals and that you are aware of your duties in case of an emergency. 

TIMEKEEPING

Good time keeping is essential to the successful running of the ship.  The ship runs on a very tight schedule and many people including your guests and colleagues rely on you to be on time.  Please arrive 15 minutes prior to class starting.

FUNTIME

Funtime was implemented to make sure that crew on board all the vessels work scheduled hours. 
For every position on board there is a maximum amount of hours they may work in a pay period of 2 weeks.

Guest Services should not work:
   More than 7 hours straight without a break of at least 20 minutes
   More than 70 hours a week

HOW TO SETUP FUNTIME

   Type in your Crew I.D. #
   Choose a password
   Type the same password again
   Then clock in





WHEN SHOULD I LOG IN?

You should always clock in for all classes, training, observations and scheduled desk hours. 
The only time you should clock out is for the mandatory boat drill which takes place at the beginning of each cruise.

WHAT DO I DO IF I FORGOT TO CLOCK IN OR OUT?

This procedure may vary from ship to ship. Always check with the SGSS or GSM how to do it on your vessels. 
While onboard the Fascination, the Funtime log need to completed in the Guest Services Office.

CONSEQUINCES OF REPEAT FUNTIME VIOLATIONS

You should not be in violation of the funtime procedure more than twice in a pay period; a pay period last for 2 weeks.
Should this happen, you will receive a negative performance record on the 3rd violation.

PERSONAL HYGIENGE & GROOMING

Uniforms will be worn each day in the classroom, public areas, officer’s mess and all other areas of the ship with the following exceptions:
   When the GSA trainee is off duty in crew areas
   When the GSA trainee is going off the ship in port

Working long hours and in a hot climate, it is important to make sure that you are clean and odor free at all times.  Shower at least once a day and use an anti-perspirant deodorant.  A clean uniform and looking presentable and professional is a mandatory requirement at all times.

You will also be required to follow strict appearance standards as outlined in the Carnival Handbook.

GUEST SERVICES CONDUCT

High standards of conduct are necessary to ensure a safe, harmonious and productive working atmosphere. 
Being a GSA constitutes officer rank within the Carnival fleet and as such you will be required to conduct yourself appropriately. 
As an officer, and representative of the company you will be seen in the guests’ eyes as a person in authority and your professionalism is expected.

   Professional and respectful behavior is required at all times
   Guests always take priority
   Remember you are a representative of Carnival at all times, even when ashore. 

Whilst a participant of Carnival College only the following deck privileges will be permitted:
   When ship and open deck tours are provided by the instructors
   When scheduled activities are pre-announced
   Crew deck on Empress Deck forward
   Guest Gym
   Jogging Track

After graduation, other public area privileges will include:
   Gift Shop
   Spa Carnival
   Bars, disco and lounges
   Alternative buffet restaurant

Please keep in mind that sitting on bar stools and carrying drinks from one lounge to another is not permitted.

PERSONAL DEVELOPMENT PROCESS

Passing the college is not something that should be taken for granted. It requires hard work, initiative and responsibility. 
Take advantage of the experience and resources available to you.

The following opportunities are available to help ensure your success.
   Class participation, being involved in activities and asking questions
   Tutorials to help with any problems you have understanding the course material
   One on one meeting with the trainer where trainees can air any concerns and the trainer will point our any strengths and areas to work upon.

After graduating, your enthusiasm, determination and overall progress will result in having a successful career within the Guest Services department which will allow you to grow personally and professionally.  You will build great friendships and experience, fond memories and a lot of fun.