Superyacht Stewardess

What is Turndown Service

What is Turndown Service?

Welcome aboard, the epitome of luxury and refinement in the realm of superyachts. As we sail through the azure waters, our commitment to unparalleled hospitality shines brightly, encapsulated in the timeless tradition of Turndown Service.

Originating centuries ago, Turndown Service has evolved into a cherished nightly ritual, meticulously crafted to ensure our esteemed guests experience nothing short of perfection. Unlike traditional hotels, where this service is commonplace, onboard a superyacht, the experience is elevated and offers a unique rendition of this opulent practice tailored to the discerning tastes of those who grace our decks.

The Superyacht Stewardess

For these modern-day sirens of the sea, their days are a whirlwind of activity, attending to the needs and desires of discerning guests with unwavering dedication. From polishing silverware to orchestrating elaborate soirées, their responsibilities are as varied as they are demanding. One such duty is turndown service, also known as evening service.

So, what precisely unfolds during our Turndown Service?

As twilight descends upon the horizon, our dedicated crew members discreetly enter each stateroom, poised to orchestrate an enchanting transformation. With precision and finesse, they delicately turn down the bedcovers, fluffing pillows to cocoon-like comfort.

An indulgent touch awaits as a selection of gourmet delights, and evening quotes, meticulously curated to tantalize the palate, graces the pillows.

But Turndown Service aboard the superyacht transcends the ordinary. Beyond the realm of bed linens, the  crew choreographs a symphony of hospitality, meticulously tidying and refreshing every facet of the stateroom.

From the removal of any trace of clutter to the replenishment of amenities with the finest luxuries, no detail is spared in our pursuit of excellence.

As the final notes of this exquisite performance echo through the stateroom, a serene ambience envelops the space. With curtains drawn, lighting dimmed, and the temperature delicately adjusted, each stateroom becomes a sanctuary of tranquillity, beckoning our guests to surrender to the embrace of a restful night’s slumber.

In the realm of superyachts, where extravagance knows no bounds, Turndown Service stands as a beacon of our unwavering commitment to exceeding expectations. And, at the at the heart of this seamless operation is the superyacht stewardess, a beacon of grace, efficiency, and hospitality.

One invaluable resource that many stewardesses turn to for guidance in navigating the intricacies of their role is “The Stewardess Bible.” This comprehensive manual serves as a trusted companion, offering sage advice on everything from table settings to emergency procedures. “As the day comes to a close, may your dreams be filled with peace and contentment.”

Turndown Quotes for the Very Busy Superyacht Stewardess

Looking for the perfect collection of turndown quotes to use in your next project? Look no further! The carefully curated selection below provides a great starting point for any situation where a firm but polite no is required. Whether you use them as is or adapt them to your specific needs, these quotes are sure to help you communicate your message with clarity and confidence.

“Wishing you a restful night’s sleep and dreams as beautiful as the stars above.”

“Let go of today’s worries and embrace the serenity of the night. Good night!”

“May the night bring you tranquility and the sweetest of dreams. Good night, my friend.”

“As the day fades into night, may your troubles fade away and your dreams take flight.”

“Sending you wishes for a peaceful night and a bright tomorrow. Good night!”

“Wrap yourself in the blanket of night and let its comforting embrace lull you to sleep.”

“May the night unfold like a gentle lullaby, soothing your soul and guiding you to dreamland.”

“Rest easy, knowing that tomorrow is a new day filled with endless possibilities. Good night!”

“As you lay your head down to sleep, may your dreams be filled with joy, love, and happiness.”

The Stewardess Bible Module Three

 

 

 

 

 

Mastering the Art of Managing Challenging Guests: A Comprehensive Guide

The Stewardess Bible Blog

In the world of hospitality, providing exceptional service is the key to success. However, as much as we strive for perfection, we will inevitably encounter challenging guests who can be difficult to please. Learning how to effectively manage these guests is crucial to maintaining a positive atmosphere and ensuring customer satisfaction. In this comprehensive guide, we will explore ten major sections detailing various types of challenging guests and offer practical advice on how to handle them effectively.

Mastering the Art of Managing Challenging Guests: A Comprehensive Guide

The Demanding/Aggressive Guest

1.1. Characteristics

These guests are quick to anger, overly aggressive, highly critical, rude, and sometimes verbally abusive. They believe their needs and demands are superior to everyone else’s and may resort to aggressive tactics to get what they want.

1.2. Handling Strategy

The key to managing demanding/aggressive guests is to remain calm and confident. Begin by apologizing for the issue and expressing your willingness to help. Ask them to calmly explain their concerns and how you can assist. Avoid engaging in a shouting match or matching their aggression. Remain polite and professional, and don’t take their insults personally. Once they have calmed down, apologize again and offer a solution. Surprisingly, “converted” aggressive guests can become loyal customers and ambassadors for your business.

The Chronic Complainer

2.1. Characteristics

Chronic complainers are never satisfied, no matter how hard you try to please them. They will find fault in the smallest details, from your prices to your wardrobe, and even the weather.

2.2. Handling Strategy

First, accept that you cannot please everyone, including chronic complainers. However, it’s essential to show that you’re listening and taking their concerns seriously. Respond calmly and kindly, without making excuses. If you can address any valid complaints, do so promptly. Remain patient and maintain a positive attitude, even when faced with seemingly endless complaints.

The Confused/Indecisive Guest

3.1. Characteristics

These guests have difficulty making decisions, often asking numerous questions and seeking reassurance. Despite your best efforts to provide information, they may still hesitate to make a choice

3.2. Handling Strategy

Determine their primary concern (price, quality, features, etc.) and focus on addressing that concern. Offer incentives or discounts to encourage decision-making or introduce a sense of urgency. Be firm and decisive when dealing with this type of guest to prevent them from consuming too much of your time and energy.

The Impatient Guest

4.1. Characteristics

Impatient guests are easily frustrated and may express anger when things don’t move as quickly as they’d like. They may use phrases like, “I can’t believe it,” or “I want this solved now, or I’ll go to your competitors!”

4.2. Handling Strategy

Treat all guests with promptness and efficiency, but don’t compromise the quality of service for the sake of speed. Explain any delays calmly and assure the guest that you appreciate their patience. If possible, refer them to less-busy colleagues who can provide more timely assistance.

The Know-it-all Guest

5.1. Characteristics

Know-it-all guests believe they know everything about your business, product, or service. They may be highly critical and try to dominate the conversation, often refusing to accept alternative viewpoints.

5.2. Handling Strategy

Appeal to their ego by complimenting their knowledge and giving them your undivided attention. Be genuine in your praise and avoid patronizing comments. Never argue with these guests, as it may only escalate the situation. Instead, offer polite corrections or alternative viewpoints using phrases like, “You’re right, but I think…”

The Bargain Hunter

6.1. Characteristics

Bargain hunters are always on the lookout for the best deal possible. They may be persistent in haggling, requesting discounts, or asking for special offers.

6.2. Handling Strategy

Offering limited-time promotions or exclusive deals can help satisfy bargain hunters. However, it’s crucial to maintain the value and integrity of your products or services. Be firm when setting price boundaries and ensure that any discounts offered are sustainable for your business.

The Disruptive Guest

7.1. Characteristics

Disruptive guests may cause disturbances, either through loud behaviour or inappropriate actions. They may unintentionally ruin the experience for other guests, creating a tense atmosphere.

7.2. Handling Strategy

Address disruptive behavior as soon as possible to prevent further escalation. Remain calm and professional, and politely request that the guest modify their behavior. If necessary, involve security or management to resolve the situation.

The Uncommunicative Guest

8.1. Characteristics

Uncommunicative guests may be hesitant to express their needs or concerns, making it difficult to provide them with the best possible service.

8.2. Handling Strategy

Encourage open communication by asking open-ended questions and providing opportunities for guests to voice their concerns. Be patient and understanding, and reassure the guest that their feedback is valuable.

The High-Maintenance Guest

9.1. Characteristics

High-maintenance guests may have excessive or unreasonable demands, requiring a significant amount of attention and resources to satisfy their needs.

9.2. Handling Strategy

Anticipate the needs of high-maintenance guests and strive to exceed their expectations. However, it’s essential to maintain a balance between catering to their requests and ensuring the satisfaction of other guests. Communicate any limitations or boundaries clearly and professionally.

The Rude Guest

Mastering the Art of Managing Challenging Guests: A Comprehensive Guide

10.1. Characteristics

Rude guests may be disrespectful, offensive, or condescending, making interactions unpleasant for both staff and fellow guests.

10.2. Handling Strategy

Do not take rude behaviour personally. Remain calm, professional, and respectful in all interactions. If necessary, involve management or security to address the situation and protect the well-being of staff and guests.

In conclusion, learning how to manage challenging guests is an essential skill for those in the hospitality industry. By understanding different types of challenging guests and employing effective strategies to address their needs, you can create a welcoming environment for all guests and ensure their satisfaction. As a knowledgeable and approachable mentor, this guide aims to provide tried-and-true advice for aspirational yacht stewards and stewardesses looking to navigate the often-choppy waters of guest relations.

The Stewardess Bible. The Superyacht Stewardess Training manual

 

 

 

 

How to Set a Table for a 3-Course Dinner

How to Set a Table for a 3-Course Dinner

A three-course meal on board a super yacht would be classified as a casual dinner, consisting of an entree’, main meal and dessert. It would often be reserved for just the family or primary charterers onboard.

As a superyacht stewardess is just a part of the job, right? Well, yes and no. It is in the steward/ess job description, but what makes a dining experience just that little bit extra is all the effort you go to. Please let me explain further.

For an informal three-course dinner, you will need to consider the following to create a truly magnificent dining experience:

Table linen.

In this instance, as it is an informal dinner, I would recommend using the evening placemats and serviettes. Depending on the menu, choose colours that will complement the food. If the yacht doesn’t have evening placemats, or you are just purchasing new table linen, then look for delicate fabrics such as fine linen in gold, silver, black and intricate lace weaves for that luxurious feel. If you need a little inspiration on opulence, have a quick look at the CHRISTOFLE website.

The table centrepiece.

The centrepiece or table decorations again would be kept to a minimum. Consider a less is more approach. Use elegant hues such as creams, whites, and gold to bounce the soft candlelight around the room.

Cutlery.

Next to go onto the table is your freshly polished cutlery. As previously mentioned, this will consist of entrée, main and dessert cutlery. Forks on the left and knives on the right, the main cutlery is laid down closest to the plate, and then entrée will sit next to the mains on the outer side. Should soup be on the menu, then the spoon will be placed on the right side of the main fork. The placement of the dessert cutlery has been debated over and over, but as a traditionalist, I would lay the dessert cutlery in two ways. The first would be to like to lay the cutlery directly above the main plate with the spoon below the fork, with the spoon handle facing to the right and the fork to the left, which the service staff will pull down once the mains have been cleared.

Or I would leave it off the table together until the main has been completely cleared, then I would lay the appropriate cutlery just before the service of the dessert. It really depended on how many guests were eating and how formal the guests liked to be served.

Glasses.

Lastly,  consider the crystal wear. Do your guests drink wine? What wine will compliment the food. Because it is a three-course dinner, consider just placing a water glass and a wine glass on the table. I know this may upset some people, but nowadays, our guests know what they like, and indeed, the chef knows what wine will compliment the food. Of course, it is not a big deal if you would like to set the table with a water glass, a white wine glass and a red wine glass. But for an elegant dining experience, I would lay the table with minimal glass wear.

Finally, as a superyacht chief stewardess, you would always consider cultural diversity and differentiating service customs when you are briefing your junior crew onboard.

 

Purchase Your Copy of The Stewardess Bible and The Chief Stewardess Bible Here:

How to Set a Table for a 3-Course Dinner

Summary |Superyacht Stewardess Tips

How to Set a Table for a 3-Course Dinner

  • Table Linen
  • Table decorations
  • Place mats and napkins
  • Cutlery: (soup) Entrée, main, and dessert
  • Glasses: Water and wine

Soupspoon only if required. Accompanying condiments, salt and pepper, and extra wine glasses to be kept on the waiter’s station to be served if and when needed.

 

 

 

Effective Wауѕ tо Mаnаgе Guest Exресtаtiоnѕ

In an induѕtrу whеrе ѕеrviсе is king, thе vаluе of delivering a great guеѕt experience iѕ familiar tеrritоrу to every superyacht chief stewardess. However, superyacht charter guests often expect mоrе than уоu саn dо. Fоrtunаtеlу, it’ѕ possible to mаnаgе thеir expectations, dеlivеr what уоu can and kеер thеm hарру.

You’re likely tеmрtеd tо say nо when a guest аѕk fоr ѕоmеthing thаt ѕееmѕ unrеаѕоnаblе оr outside the ѕсоре оf whаt уоu dо. But consider thiѕ: the guest оftеn make diffiсult requests because thеу dоn’t know whаt to expect from уоu, or they want to push you to see what you can accomplish for them.

Thеу dоn’t knоw уоur rules, роliсiеѕ аnd generally accepted рrасtiсеѕ аѕ well аѕ you dо or, реrhарѕ, аt аll. Most аѕk because thеу dоn’t knоw thе роѕѕibilitiеѕ and limitаtiоnѕ. Onlу a ѕmаll percentage know whаt to expect аnd trу tо gеt more оr take аdvаntаgе оf уоu.

Thаt’ѕ whу the bеѕt way to hаndlе unrеаѕоnаblе requests is to mаnаgе сuѕtоmеr expectations better.

Here аrе effective wауѕ tо mаnаgе your guests еxресtаtiоnѕ:

Cоvеr more ѕоlutiоnѕ

Stewardesses оn thе frоnt linе who dеаl with demanding charter guests most оftеn nееd tо be armed with a variety of solutions tо ease аnd роtеntiаl issues. Thаt way, they саn оffеr the guests an аltеrnаtivе whеn they demand ѕоmеthing thаt’ѕ nоt possible.

Bу liѕting оff роѕѕiblе rеѕоlutiоnѕ, (service рrоѕ) еmроwеr thеir guests tо undеrѕtаnd thе соmрlеxitу оf a particular рrоblеm, еngаgе dirесtlу with its solution аnd еnѕurе thеу don’t hаvе unrеаliѕtiс еxресtаtiоnѕ of thе rеѕоlutiоn.

Tiр: Give the interior crew a platform – i.e. in the communications book in the pantry or a private message board,  tо ѕhаrе thеir bеѕt-рrасtiсе solutions tо common рrоblеmѕ and ѕоmе of the unuѕuаl issues they hear. Kеер it uрdаtеd and ассеѕѕiblе to all crew.

Bе transparent

Rеаѕоnаblе expectations аrе оftеn bоrn frоm truѕt. Superyachts that mаkе thеir policies, vаluеѕ аnd рrасtiсеѕ trаnѕраrеnt build truѕt with guests.

That’s done by mаking it clear thrоugh уоur wеbѕitе, company literature and ѕосiаl mеdiа pages hоw уоu dо buѕinеѕѕ. Thеn, most importantly, trаin the crew tо practice those рrinсiрlеѕ.

Tip: On the trаnѕасtiоnаl lеvеl, the yacht crew should еxрlаin how and why they’re hаndling a ѕituаtiоn оr iѕѕuе a certain way. Guests who understand what’s going on will know whаt to expect, and thеу’ll bе more likеlу tо be ѕаtiѕfiеd with how уоu are hаndling thingѕ.

Be орtimiѕtiс аnd rеаliѕtiс

Mоѕt superyacht stewardesses wаnt tо mаkе and kеер the guests hарру — аnd thеу knоw thаt a ԛuiсk rеѕоlutiоn will do thаt. Aftеr аll, everyone wаntѕ tо hеаr gооd nеwѕ, ѕuсh аѕ the рrоblеm will bе fixеd, or the ѕоlutiоn will bе implemented nоw.

While it’s gооd tо be орtimiѕtiс fоr the guests, it’ѕ mоrе important tо bе realistic аnd set thе right еxресtаtiоn.

Tiр: Exрlаin whаt guests саn еxресt, plus what might gеt in the way of thе ideal оutсоmе. Thеn, if one of those glitches hарреnѕ, the guests wоn’t bе tаkеn bу surprise and diѕарроintеd.

Uѕе thе Three-Pronged Rеѕроnѕе tо the Guests Problem

Mаnу superyacht stewardesses have tеndеnсiеѕ tоwаrd соnfliсt-аvоidаnсе реrѕоnаlitiеѕ bесаuѕе оf their people рlеаѕing оriеntаtiоnѕ.  Sо, whеn a guest, is irate аnd has a problem with something on board the yacht, then the stewardess may want tо аvоid the соnfliсt rаthеr than асknоwlеdgе it if соnfrоntеd.

Customers wаnt thеir соnсеrnѕ аnd рrоblеmѕ acknowledged аnd vаlidаtеd. It is important to уоur guests that thеir соnсеrn iѕ met with thе аррrорriаtе response.

Trаin уоur еmрlоуееѕ in the three рrоngеd rеѕроnѕе – асknоwlеdgе, empathize, аnd оffеr a rеѕоlutiоn.

Thе thrее рrоngеd rеѕроnѕе iѕ thе cornerstone to рrоviding еxсерtiоnаl customer service whеn a guеѕt еnсоuntеrѕ a problem.

  • ”Thе еxреriеnсе уоu еnсоuntеrеd is nоt uр tо our ѕtаndаrdѕ” (acknowledgement).
  • “I саn see why уоu аrе соnсеrnеd” (еmраthу).
  • “Lеt me call (insert the correct department) right now to tаkе саrе оf it” (rеѕоlutiоn).

Uѕing thе thrее рrоngеd rеѕроnѕе doesn’t mеаn that your yacht hаѕ to ѕаtiѕfу еvеrу one оf уоur guеѕt’ѕ unrеаѕоnаblе demands.  Some guest еxресtаtiоnѕ just саn’t be mеt.

In those саѕеѕ, thе rеѕоlutiоn portion mау bе аn apologetic еxрlаnаtiоn оf the practical limitations in rеѕоlving thе issue.  It iѕ аlwауѕ better to be аblе to ѕау whаt уоu саn do fоr a guеѕt rаthеr than tо ѕау whаt you саn’t dо fоr a guest.

Aсknоwlеdging a concern, empathizing, аnd еxрlаining whаt you саn dо to resolve it will rеаѕѕurе mоѕt guеѕtѕ.  Bеing раtiеnt and explaining why practical limitations prevent уоu frоm mееting аn unrеаѕоnаblе dеmаnd will diѕаrm еvеn the mоѕt cynical guеѕt.

 

 

 

Jo Loves and Le Labo Product Review

Superyacht luxury product reviews

Well, what a lovely surprise, I’ve just received some Jo Loves & Le Labo Christmas Cheer. The beautiful Ruth from Superyacht luxury sent me some delicious luxury beauty products to reviews for you all.

Now before I start off, I would like to say that  I fall into the 35-45 year old demographic and my skin is typically dry and very sensitive.

Further,  I am not paid to review these products, and the opinions are solely mine.

From joloves.com: “Jo loves was created by Jo Malone.  Jo Malone MBE has been described as an ‘English scent maverick’ and the woman responsible for creating some of the world’s most loved fragrances.

Originally a facial therapist, Jo fell in love with fragrance while working from her discreet skin care clinic which she set up from her London home.

Discovering an instinctual talent for creating scented products by hand in her kitchen, word of her exceptional potions quickly spread and soon Jo was unable to keep up with demand.

From these artisan beginnings, Jo launched her first brand, Jo Malone London, which gained cult status around the world. In 1999, Jo sold the business to Estée Lauder Companies and remained Creative Director until she left in 2006.” www.joloves.com.

A woman who doesn’t wear perfume has no future. – Coco Chanel

Before I give you my opinion here is what jo loves has to say about their product:

A luxurious foaming gel for hands and body, designed to be used every day as a hand wash or shower gel to gently cleanse and scent your skin.

In my opinion, the product and packaging present elegantly and would sit nicely in the bathroom on board any superyacht.  Further, the soap offers a delicate and familiar fragrance which is reminiscent of a bygone era.

Jo Loves Pomelo  Hand & body cleanser 200ml.

I was happy to find that the soap didn’t dry out my sensitive skin, and I will happily continue to use this product.

On a less constructive note, I could not find an ingredients list, so I’m really not sure what I was putting on my body, which is something that I always consider when choosing beauty products.

 

La Labo – Santal 33

Moving onto the La Labo – Santal 33, I received the 60ml hotel size body lotion which is packaged in a standard bottle.

Without doing any research on this product, in my opinion, this product oozes masculinity. Just think of the Marlboro man mixed with an American retro Barba shop, and then you will find this delightful elixir.

Sure enough, when I did look to see the who, what, where, why and how behind this product, I found the whole website is geared towards the male consumer.  

Some other reviews disagree and have stated that this range spans ages and genders. The founders themselves have said that “We never thought about who was going to wear it regarding gender at Le Labo. We are more thinking of the souls — perfumery has to be sexual to me — it has to create an attraction, an addiction.”

For me, this is a man’s fragrance, and there are many other beautiful scents out there that will appeal to your female guests.

So if you are looking for a gender-neutral product for the guest bathrooms then perhaps this product isn’t for you. If you are looking for his and her line, then I would recommend this range for him.

The lotion goes on with ease, and it is far from greasy, The fragrance was not to my liking, but my husband found it quite nice. The scent does stay on the skin for a while, but some people do not mind that either.

On the positive Le Labo claim to be “Plant-based, genderless, claimless, cruelty-free”.

Free of any promise other than making you feel good while using it”. Which is a massive plus in my book. Further, I did find the ingredients to Santal 33  which are:

“Enriched with vitamin E, vitamin A, aloe vera, coconut and olive oil, this paraben-free hand and body lotion perfumes, softens, and smoothes your skin”. For better results, have someone else apply it to you… gotta love the sexy marketing tactics here)

 

 

 

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