Company Culture is a key aspect of the internship experience, regardless of the company. The culture at Entertainment Cruises is driven by Our Service System (OSS.) Using OSS as a foundation, the representatives and management staff in the Contact Center help interns navigate the internship program and the opportunities it offers. Also, the Contact Center celebrates OSS each week on Thursdays with a surprise treat for office personnel to enjoy.

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Throughout the Summer, and even during the off-season, the Contact Center runs an OSS raffle contest where employees can submit tickets for the End-of-Summer Raffle (check out the photo gallery to see what cool prizes have been given out in the past.) Alongside the OSS raffle contest, there are many other OSS inspired games and contests to encourage employees to stay motivated. Read below what interns have to say about OSS and how it affected their internship experience.

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Olivia Rodriguez
Summer 2014 Sales and Guest Services Intern
Business Marketing, University of Iowa

Before I started my first day of work at Entertainment Cruises, I was given one business card. This was not a business card though, but a card with a statement, values and behaviors for me to work by. This is what we call OSS. OSS pushes everyone on our vessels, in our offices, and everywhere within our company to create an amazing and unforgettable experience for not only our guests, but everyone who we interact with.

The coolest part about OSS is definitely OSS Thursdays! Every Thursday something cool goes on at work. Whether it’s ice cream in the break room, free EC gear, or even a double decker bus tour outing, it makes me want to work every Thursday and enjoy my days with Entertainment Cruises!

OSS is what makes our company special and gives everyone something to believe in, something in common and an enjoyable environment in our workplace!

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Catherine Olson
Summer 2013 Sales and Guest Services Intern

OSS makes the world go round. “Our Service System” (OSS) is truly what makes Entertainment Cruises successful. It sounds silly, but it works, for real.

There are 3 parts that make up OSS. First, Our Identity Statement, which sums up Entertainment Cruises—Inspired by a commitment to excellence, we create unforgettable memories. Think about it: if we use this concept every time we are on the phone with a customer, in the office interacting with one another, or even on the boat cruising, we are able to WOW one another, which I think is our ultimate goal!

The second part is Our Shared Values. These are 6 items that sum up what we believe in. We will treat others with respect, we will be open and honest, we will help each other, we will continually improve, we will take responsibility for our actions, and we will think and work safely. It sounds like a lot, but if you think about it, these should be common things that we do daily.

The third part of OSS is Our 5 Hospitality Behaviors and they are Use the Guest’s Name, Speak in Public areas, Speak First and Last, 10 and 5 Rule, and lastly Hospitality Zone.

OSS may seem like an awful lot at first. I know I thought that I didn’t have to memorize everything on the call, even though our bosses always said to, but by not even meaning to I ended up memorizing them just from using them daily. The thing I like most about OSS is a WOW moment which is going above and beyond to make sure that the guest is not only satisfied and that you made their time extra special. Really that’s what we are here for. The customer might call in thinking they know what Entertainment Cruises is all about, but we might be able to offer something different that they weren’t expecting. We are here to make sure they get all their needs taken care of, as well as taking care of those needs that they don’t even know they have!

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