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.

Personality Type

• Enterprising / Conventional
• Enterprising / Social
• Realistic / Social

Knowledge

• 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.

• On board hazards

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

Skills

• Serve food in table service

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

• Follow verbal instructions

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

• Communicate verbal instructions

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

• Handle customer complaints

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

• 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.

• 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.

• 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 reports provided by passengers

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

• 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.

• 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.

• 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.

• 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.

• Handle veterinary emergencies

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

• Greet guests

  Welcome guests in a friendly manner in a certain place.

• Check passenger tickets

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

• 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.

• Provide food and beverages

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

Optional knowledge and skills

Source: Sisyphus ODB