• Stand back and check the area through the eyes of the customer – “think 5* hotel reception”.
• Crew deployed in relevant meet and greet positions.
• Check passenger loading times with deck department.

Note

• Report any defects to management

• Location is immaculate and ready for service – attention to detail.
• Floors in front of and behind counter vacuumed and mopped, including edges.
• Chrome and glass clean.

Note

• Only use agreed cleaning resources to complete tasks in your location

References

• Refer to Outlet Cleaning Schedules for routines

• Ensure all lights are working.
• Check temperature in area.
• Ensure background music at correct level.
• Check digital screens are on – correct content and offers.
• Doors into back offices should be closed.

Note

• Content of digital screens controlled by Sweden – if errors recognised inform OSSM to email and get it rectified

• Ensure till is operating with adequate stocks of till rolls and change.

• Must be clutter free and ready for service.
• Put away all unnecessary items, like cleaning items, operational materials and internal documents out of customer sight.
• Ensure counters behind service area tidy.

• All materials are stocked, available, clean and in good condition.
• No “homemade” materials are acceptable.

• Always keep customers and crew updated as required .
• Contact with Ship Management should be made to confirm details of delay and an action plan.
• Regular communications must be made for any delay situations.
• Liaise with port management to establish what delay compensation vouchers have been issued and prepare accordingly.

References

• Refer to Delay Handling Guidelines

• Be prepared to provide freight customers with cabin key cards and be receptive to requests for sharing with friends or colleagues.
• Confirm with housekeeping/supervisor all cabins are ready for customers and remove any cabins from system if not for use.

• Be prepared for all booked kennels and have the necessary codes required to provide customer access.
• Be aware of location and assist with clear directions to kennels.

• Be aware of the booked levels for all additional services in order to upsell where possible.
• Know the correct door codes for all additional services that require them and have the required cards to provide to customers.
• Be familiar with name of film for the relevant crossing and certification.

References

• Refer to SLOOP system for pre booked information

• Be prepared for those customers who have requested assistance and ensure communication with relevant departments.
• Identify crew members who may be required for assistance.

References

• Refer to Assistance Guide

• Ensure you are complying with Stena Line’s Personal Presentation guidelines. Remember, your uniform is a mark of professionalism and attitude – so wear it with pride.
• Conduct yourself in a friendly and professional manner at all times, remembering you are always ON STAGE when in view of the customer in your uniform.

Links

• Ensure we are knowledgeable in regards to the products we offer across the vessel.
• Extra, Cabins, Hygge, WiFi, Car Parking as well as relevant onward travel information e.g. hotels, transport etc.

References

• Refer to Company Literature and Website for information

• Guest Services is the focal point for advice and guidance – remember you are the ambassador for Stena Line.
• Being professional, approachable and ‘happy to help’ is vital.