How to treat guests

Our goal is to retain every guest, to be polite and make sure that our guests remember us and recommend us to others. They are, together with the crew, the best ambassadors for Norröna and Smyril Line, and in the end, they are the reason we are fortunate enough to work on bard Norröna, so let us give them the best experience possible, while visiting us. Here are some simple guidelines to make our guests feel comfortable.

Order taking / Delivery of order

• Acknowledge and greet guests within 60 sec
• Minimum acknowledge guests with eye contact
• Inform guests in case you are not able to take their order immediately by using following phrases:
  1. ‘’Please take a seat and I will be with you in a minute’’
  2. ‘’One moment please’’
• If guests are standing offer them a table and accompany/guide them to table
• Help guests to sit down by pulling a chair out for ladies and elderly people
• Place coaster in front of guests, logo facing guests
• Take order as per above specified procedures
• Give order to bartender by showing order sheet / order confirmation
• Look after other guests
• Deliver order to guests as per above outlined procedures
• Check back after 2 min. if everything is ok by using following phrases: ‘’How are you doing?’’ ‘’Is everything okay?’’ ‘’May I get you anything else?’’ ‘’Are you enjoying yourself?’’ ‘’Is everything alright for you?’’
• Ask for another drink after 2/3 have been consumed by using the following phrases: ‘’Would you like another one?’’ ‘’Would you like the same again or would you like to try something different?’’
• Acknowledge guests’ departure by using following phrases: ‘’Mr. / Mrs. / Ms. Xxxx Thank you very much have a nice day/evening’’

GREETING / GUEST INTERACTION / BEHAVIOUR 

Eyes and smile contact
During all guest encounters/interactions comfortable eye contact needs to be maintained with the guests.

DON’T: Roll your eyes, be distracted, look around, speak with others.

Greetings 

• Greet Guest by name and appropriate time of the day
• Greet Morning (up to 12.00 noon)
• Good Afternoon (12.00 noon until 18.00) unless guests are already in evening dress
• Good Evening (18.00 onwards)

Anticipate guests need
Help with chair, hand over bar list, offer preferred drink, offer table when people are searching for space. 

Small talk with guests 
‘’How was your day Mr./Mrs. ….?’’
‘’Have you been ashore?’’
‘’Have you enjoyed the beautiful town of …?’’
‘’What have you seen?’’
‘’Have you had a nice lunch ashore?’’

Use positive words
Never say no or I don´t know – be creative. Offer solutions, alternatives and suggestions.

Body language

• Use it to send positive words
• Stand tall
• Open Body language
• Do not fold arms
• Do not lean on one leg but be comfortable
• Remember your positive facial expression

Handling guests complaints

• Listen and paraphrase to confirm understanding but do not interrupt guest
• Interest – Show interest for their problems
• Sorry – Be sorry that they are upset
• Thank them for telling you
• Explain what you will do – seek mutually agreeable solution
• Notify your supervisor

Be informed 
Ensure that you are conversant with:

• Our destinations
• Drinks of the day
• Selection of Tea
• Selection of Coffee
• Selection of Wine
• Selection of Cocktails
• Ports of the call
• Entertainment
• Daily program
• Weather and temperature (Sea & Weather)
• Ship particulars
• Ship officers
• Opening times
• Movies and TV / Cinema activities

Thank them
Thank them and be interested, remember to use their name and point of interests (i.e. yesterday’s point of discussion, preferred drinks etc.)

Smyril Line values

• Positive attitude
• Respect guests and colleagues
• Organize work station and yourself
• Fun
• Energetic approach to work
• Smile
• Speak to your guests and colleagues as well as to your supervisors
• Interest in job and guests
• Offer help and solutions
• Never say no – Always find a solution
• Always be yourself – feel comfortable and confident
• Loyal to the company and colleagues