Profession ship steward / ship stewardess

Ship stewards and ship stewardesses work on board the vessel to provide services to passengers such as serving meals, housekeeping, welcoming passengers and explaining safety procedures.

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Personality Type

  • Enterprising / Conventional
  • Realistic / Social

Knowledge

  • On board hazards

    Prevent on board (electrical) hazards and effectively deal with them should they occur; ensure safe embarkation and disembarkation of the vessel.

  • Health and safety measures in transportation

    The body of rules, procedures and regulations related to health and safety measures intended to prevent accidents or incidents in transportation.

Skills

  • Help to control passenger behaviour during emergency situations

    Know how to use life-saving equipment in emergency situations. Provide assistance if leakages, collisions or fires should occur, and support the evacuation of passengers. Know crisis and crowd management, and administer first aid on board.

  • Follow verbal instructions

    Have the ability to follow spoken instructions received from colleagues. Strive to understand and clarify what is being requested.

  • Comply with food safety and hygiene

    Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.

  • Assist passenger embarkation

    Assist passengers when they embark vessels, aircraft, trains and other modes of transport. Keep safety measures and procedures in mind.

  • Communicate reports provided by passengers

    Transmit information provided by passengers to superiors. Interpret passenger claims and follow up requests.

  • Facilitate safe disembarkation of passengers

    Assist passengers when they leave the vessel, aircraft, train, or other mode of transport. Keep the safety measures and procedures in mind.

  • Manage the customer experience

    Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.

  • Handle financial transactions

    Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.

  • Maintain customer service

    Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.

  • Greet guests

    Welcome guests in a friendly manner in a certain place.

  • Demonstrate emergency procedures

    Provide information on and demonstrate emergency procedures to passengers. Explain the use of emergency equipment and direct passengers to the nearest emergency exits.

  • Handle veterinary emergencies

    Handle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.

  • Serve food in table service

    Provide food at the table whilst maintaining high level of customer service and food safety standards.

  • Check passenger tickets

    Check passenger tickets and boarding passes upon entrance. Greet passengers and direct them to their seats or cabins.

  • Provide food and beverages

    Provide people with food and drink during trip, a flight, an event, or any other occurrence.

  • Handle customer complaints

    Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

  • Provide information to passengers

    Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.

  • Deliver outstanding service

    Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.

  • Communicate verbal instructions

    Communicate transparent instructions. Ensure that messages are understood and followed correctly.

Optional knowledge and skills

give instructions to staff perform services in a flexible manner assist clients with special needs physical parts of the vessel perform small vessel safety procedures implement marketing strategies read stowage plans identify customer's needs manage lost and found articles provide first aid show intercultural awareness maintain vessel safety and emergency equipment maintain stock supplies for guest cabin handle guest luggage prepare mixed beverages distribute local information materials prepare simple meals on board vessel safety equipment use riverspeak to communicate service rooms oversee guest laundry service use different communication channels implement sales strategies