Our Service System (OSS) is the foundation of Entertainment Cruises, defining its culture, values and philosophy.

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Our Identity Statement

Inspired by our commitment to excellence, we create unforgettable memories.

Our Shared Values

Our Shared Values represent the manner in which we pledge to conduct ourselves within our work environment:

  • We will treat each other with respect.
  • We will be open and honest.
  • We will help each other.
  • We will continuously improve.
  • We will take responsibility for our actions.
  • We will think and work safely.

Our 5 Hospitality Behaviors

Our Hospitality Behaviors represent the baseline for all of our guest and shipmate interactions. They serve as a reminder to always show the utmost respect for our guests and shipmates.

  • Use the Guest’s Name
    • In the presence of our guests and shipmates, we team members are to acknowledge them and address them whenever appropriate.
  • Speak in Public Areas
    • In the presence of our guests and shipmates, we team members are to acknowledge them and address them whenever appropriate.
  • Speak First and Last
    • Team Members should start conversations with a greeting and a statement of helpfulness. Team Members should also conclude all conversations with a confirmation that the guests’ needs have been met and that we know what needs to be done for any follow-up to ensure that the guests expectations have been exceeded.
  • 10 and 5 Rule
    • When a guest comes within ten feet (10) of a shipmate(s), the shipmate(s) should cease their conversation to acknowledge the approaching guest. At approximately five (5) feet our shipmates should acknowledge the guest(s) with a nod or greeting, whenever appropriate.
  • Hospitality Zone
    • A hospitality zone is any place where a line is likely to form. At these times, guests and shipmates in line should be acknowledged and greeted. Those standing second and third in line should be courteously acknowledged to ease the anxiety of the wait time.