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Superyacht Stewardess

Cocktail Ingredient – Glossary

Cocktail Ingredient – Glossary

The Stewardess Bible has enjoyed putting this glossary together for your convenience. However, it is by no ways complete as there are so many cocktails and ingredients which can be added to this comprehensive list.

We hope that these few pointers will help you on your way to becoming the cocktail goddess/god that youth always dreamed of becoming.

New Years Eve Party Ideas

Amaretto: An Almond flavoured Italian Liqueur.

Angostura Bitters: Is a rum-based liqueur made from herbs and spices.

Anisette: Is a sweet liquorice liqueur.

Aperitif: Is a before-dinner drink that stimulates the appetite.

Applejack: A brandy distilled from hard fermented apples.

Aquavit: A Scandinavian liquor made from potatoes

Armagnac: A French Cognac

Bacardi: A light rum distilled from molasses or sugar cane

Bailey’s Irish Cream: A blend of whiskey, cream, sugar & cocoa.

Benedictine: A sweet cognac-based liqueur

Bitters: Is a spirit produced from herbs, roots and plants.

Blue Curaçao: A sweet blue liqueur made from the dried peel of bitter oranges.

Bourbon: An American whiskey made from corn, rye, wheat, malted barley or malted rye grain.

Brandy: A liquor distilled from fermented fruit juice.

Calvados: An apple brandy.

Campari: A bitter Italian aperitif.

Capuli: Similar to a European cherry.

Cassis: Blackberry Liqueur from France.

Celery Salt: A blend of celery seed & Salt.

Champagne: A sparkling wine from the Champagne region in France.

Cider: An apple flavoured sparkling drink made from fermented apples.

Cognac: A French brandy, distilled from white wine.

Cointreau: A clear brandy liqueur made from the peel of oranges.

Cream of Coconut: A sweet, thick liquid made from fresh coconut, sugar and stabilizers.

Crème’ de Cacao: A sweet coffee and vanilla flavoured liqueur.

Crème ’de Menthe: A sweet peppermint flavoured liqueur.

Curacao: An orange flavoured liqueur.

Eau de Vie: A French young Brandy.

Egg Nog: Cocktails that use raw egg.

Everclear: A 95% pure grain alcohol.

Heavy Cream: A type of cream which is high in butterfat.

High Ball: Is a tall glass used to serve long drinks in.

Fernet Branca: A bitter Italian Liquor made from macerating over 40 herbs.

Framboise: Raspberry champagne like drink.

Frappe’:  A drink served with blended Ice.

Galliano: A sweet Italian liqueur, made from anise, herbs & vanilla.

Gin:  A clear spirit made distilled from corn, barley & rye.

Ginger Ale: A carbonated soft drink.

Grand Mariner: An Orange flavoured liqueur made from blended cognac, orange peels & vanilla.

Grappa: Is a pomace wine. Made with leftover material, such as grape stems, seeds, & skin. It is very strong.

Grenadine: A strong red syrup made from pomegranates and red currants.

Guarana’: Is a tropical plant from Venezuela & Brazil.

Half & Half: A mixture of half cream & half milk.

Kahlua: A rich dark brown coffee liqueur.

Kirschwasser: A cherry flavoured liqueur distilled from cherries.

Kummel: A colourless liqueur made from caraway seed, fennel and cumin.

La Ina Sherry: A light fino sherry

Lager: A drink made by the slow fermentation of yeast at a low temperature.

Lillet: A type of wine from the Bordeaux region, France drunk as an aperitif.

Limoncello: Is a popular Italian lemon liqueur.

Mad Dog: Is a fortified wine.

Mandarine Napoleon: Is a Belgian orange flavoured liqueur.

Maraschino: Italian cherry liqueur.

Madeira: Is a Portuguese superior sherry.

Malibu: Is a popular coconut flavoured rum.

Maraschino Cherry:  Is a sugar syrup coated cherry.

Mari Mayans Absinthe: Is a strong absinthe

Midori: Is a Japanese melon liqueur.

Noilly Prat: Is a brand of vermouth from France.

Nutmeg: Is a strong traditional spice, from the Myristica tree.

Passoa: A red liqueur made from passion fruit juice and citrus.

Pastis: Is an anise-flavoured liqueur and aperitif from France.

Pepper: A spice from the pepper plant.

Pernod: A liquorice flavoured liqueur.

Pimento: Is a sweet, spicy herbal liqueur.

Port: Is a fortified wine, there are many flavours and ages available.

Prosecco: Is an Italian sparkling wine.

Punch: Assorted drinks, usually containing fruit juice.

Pusser’s Rum: Is a blend of rum made out of the world’s finest rums.

Quinquina: Is a French aperitif.

Raki Liqueur: Is a strong Turkish Liqueur made from anise and raisins.

Rum: Is a golden or dark distilled liquor made from sugar cane or molasses.

Rumple Minze: A strong peppermint- flavoured German schnapps.

Rye Whiskey: A whiskey distilled from fermented Rye.

Schnapps: Schnapps is a type of distilled spirit that is typically higher proof and less sweet than liqueurs and available in a variety of flavours.

Smash: Smash: Smashes are drinks of mint, sugar, and a base spirit. A classic smash is similar to a julep but simpler.

Tabasco: Spicy American sauce, made from vinegar-soaked red Spanish peppers and other herbs.

Toddy: A toddy is a hot-water-based cocktail, usually spiced. The word originally comes from the sap of an Indian palm tree, which was fermented into an alcoholic beverage.

VS: Indication of the age of Cognac, Armagnac and Calvados. This quality, more mainstream than the VSOP or the XO is most commonly used in cocktails.

Williams: A type of pear, which is used in the wonderful tasting Poire Williams brandy.

Worcester sauce: A powerful emulsion of extracts of meat, molasses, anchovies, garlic and spring onions. Used to enhance the taste in many cocktails.

Xeres or sherry: From Spain originating wines, of which the fermentation is stopped by adding spirits. There are many kinds, from dry (fino, Amontillado, manzanilla) too sweet (oloroso, Amoroso).

The Stewardess Bible Print

How to Write a Good Letter of Recommendation

A letter of recommendation also known as a reference letter is a formal document which requires a lot of thought and consideration. Generally speaking the letter should be 12 point font in an easy to read business font such as:

  • Arial
  • Time New Roman
  • Garamond

Further the letter should be printed on a letterhead and the stamped with the yachts official stamp next to your signature.

As a chief stewardess or interior manager, you will/may be required to write a letter of recommendation for your departing interior crew member. This is a very important skill to master as it, as the crew member leaving will rely on it to gain future employment.

You can see online there are many variations in the layout of a good letter of recommendation, but below is a good place to start.

To begin the letter you should always start off by stating the facts, things like:

  • Full name of crew member whom you are writing the letter for
  • Duration of service on board, including dates
  • The position or title held

The second paragraph is designed to highlight their skills, education and positive attributes:

  • Excellent communication skills
  • Holds a diploma/bachelor in….
  • Superb time management skills

The third paragraph focusses on positive personal attributes such as:

  • Is a team player
  • Has a bubbly personality
  • Has a warm personality and is easy to get along with

Close your letter on a positive note and give your contact details. Always finish with yours sincerely, or yours faithfully.

A letter of service

Now consider the crew member whom you are writing the letter for, had a bad record service on board and you had to let them go. Clearly this letter will not be a glowing letter of recommendation, however you still need to be professional and maintain a balanced outlook on the person.

The crew member may have performed badly for many reasons, this is not for you to analyse as you have already made the decision to let them go, rather you need to focus on their strengths (remember… everyone has both strengths and weaknesses).

The format is as above with an example letter below.  The things to remember here is to just state the facts.

This should never be a personal vendetta against the person, however, if you cannot possibly recommend them or write a simple letter of service, then ask the chief officer or the captain to write a letter of service, (its ok to do this we are all human at the end of the day).

Lastly, if you feel so negative about the person then simply write the letter of service, end it in a positive note, i.e., I wish her/him well, but do not include your contact details at the end.

You need to be able to stand by what you write, and if you write merely a letter of service, then chances are that it hasn’t gone well on board, therefore you do not want to “run off with your mouth” with a verbal reference check!

 

 

Sample letter of recommendation

[Insert Yacht Letter head]

 

[Yacht Name]

[Current location]

[Date]

To whom it may concern;

I had the pleasure to employ and work with [insert full name] from [insert date] until [insert date]. She/ he was employed on a permanent basis in the capacity of [insert position].

[Insert yacht name] is a [insert size and type of yacht] which is [insert private or charter yacht], which spends her time between the Mediterranean and the Caribbean seas. [Include more details about the yacht, i.e., busy with children, back to back charters or demanding owner’s etc.].

[Insert name] was an excellent asset to have on-board. She/he holds an advanced diploma in Hotel Management, and is clear to see these skills displayed with her/his superb hospitality and people skills. Her true strengths are in managing her time and quality of work.

She joins us with short notice and adapted immediately to the crew and her working environment. [Insert name] has a pleasant personality and is a team player, this made her popular with the crew and guests alike.

We are very sorry to see her/him leave, but I know that [insert name] will compliment any yacht that is fortunate enough to acquire her/his excellent services. {You can also add why she/he is leaving here}

I highly recommend [insert name], and I wish her/him well with future endeavours.

Should you have any further questions regarding [insert name], please do not hesitate to contact me [insert telephone number, email address or both].

 

Yours sincerely

 

[Insert your name and position] {Insert yacht stamp and have the Captain sign it}

 

 

Sample letter of service

[Insert Yacht Letter head]

 

[Yacht Name]

[Current location]

[Date]

 

To whom it may concern;

[Insert name] joined [insert yacht name] from [insert date] until [insert date]. She/ he was employed on a permanent basis in the capacity of [insert position].

[Insert yacht name] is a [insert size and type of yacht] which is [insert private or charter yacht], which spends her time between the Mediterranean and the Caribbean seas. [Include more details about the yacht, i.e., busy with children, back to back charters or demanding owner’s etc.].

[Insert name] holds an advanced diploma in Hotel Management, and is clear to see these skills displayed with her/his superb hospitality and people skills. Her true strengths are in managing her time and quality of work.

If the crew member does not hold formal qualifications, then simply state their duties which they performed; i.e.

[Insert name] performed the following duties to a satisfactory/ good level

Housekeeping, service, floral arrangement, laundry etc.

I wish [insert name] all the best with future endeavours.

 

Yours sincerely

 

[Insert your name and position] {Insert yacht stamp and have the Captain sign it}

 

 

Conflict Resolution

Conflict Resolution

More than any other business, the hotel industry markets itself to the individualized needs of their clients. It is one of the few industries that are attuned to adequate customer experience, which determines how well a particular hotel adapts and survives the crowded market. While most hotels focus on providing extraordinary getaways for their customers, there will be a few customers expressing grave dissatisfaction. Sometimes it is even tempting to write off such customers, but it has never been good for business. As such, conflict resolution as a hotel manager is one of the tricks that will bridge this dangerous gap. It is not all about having excellent management skills but rather having a good plan and some background training on how to resolve conflicts at the workplace. Some of the strategies to employ include:

 

Staying calm

 

By the time an issue goes to the status of a conflict, the customer is already agitated. In any case, customers don’t have the habit of complaining unless they feel compelled to. If an issue is negligible, they will go about their business without minding some of the trivial matters. To the extent of reporting an issue, however, a customer has reacted emotionally to the situation, and this can be dangerous because emotions drive people out of control. Moreover, when a client approaches an employee with raged emotions, the employee is also likely to respond defensively, which exacerbates the issue at hand.

 

Before reacting in any manner, therefore, it is important to stay calm as you contemplate the matter. Staying collected is something inevitable especially in a large hotel where you are selling customer satisfaction. The first response will determine if and how well the conflict will be resolved. A calm approach is more likely to resolve the conflict, but be careful not to appear as if you are taking the matter trivially. Express some concern but in a calm manner.

 

Listening is key

 

Employees will tend to shut down an upset customer, which further aggravates the situation. As a manager, however, all you have to do is listen. Some clients will have issues in their lives which they extend to various environments, and the best they need is someone to listen to them. In any case, a customer is justified for his or her feelings because they are paying to get the best. As a manager, you perhaps understand why hotels are grouped in the hospitality industry.

 

Leave your frame of reference and enter the client’s. Pride is counterproductive in such a situation, so listen and validate the customers’ issues such that they don’t stay in the heightened emotional state.

 

Find out the facts

 

Whereas listening to the customer is very crucial, taking their word as the absolute truth is a desperate show of partial blindness and absence of leadership skills. Remember, you also need the employees to realize the customer satisfaction goals. Get factual information by asking calm and open-ended questions which elicit more information.

 

Sometimes it may require additional information before the conflict is fully settled. Talk to relevant parties regarding the situation. These could be other employees or other guests, who will help you find out where the problem is. With factual information, you will then find a probable course of action that is just to the customers and staff alike.

 

Enlist different sources of help

 

Sitting on a management position does not mean that you take every professional burden as your own. Different employees and stakeholders have different capabilities in handling particular situations. Delegative leadership is sometimes recommended, so seek help when there is need. In case a customer has been upset by one or more of the employees, you can opt to call in some help from other management figures. Sit and find out whether it is more rational to involve the employee in question. While it is bound to aggravate the situation in most cases, sometimes the best thing to do is to talk to all the parties involved before a conflict is fully settled. If you must involve an outside party to resolve the matter, it is worth your time and money. Conflict resolution gurus are sometimes called in to educate employees on strategies to solving conflicts within the workplace.

 

Brainstorm possible solutions and negotiate a way out

 

Once you have gathered all the background information regarding a particular conflict, the next quick step is to stop the issue and give it a lasting solution before it ruins the reputation of a trendy hotel. It pays well when the people involved put a fair contribution to the generation of a lasting solution. As a manager, you must be open to all ideas generated and remain keen to note whether there is absolute objectivity. Whereas customers are mostly right, you must not necessarily tolerate it if he or she has personal issues against particular employees.

 

To the point of resolving the conflict, all parties must understand the position taken. If it involves the management, you should be open to receive whatever resolution that will be reached. If your position is bound to affect the outcome of the process, it is more reasonable to involve other parties. A win-win situation works to the satisfaction of both parties, so be keen not to please one person while offending the other.

 

Make a follow-up

 

Once the issue has been settled and the client has left, a number of hotels tend to leave the confrontation at that. However, this is not healthy because a customer may choose to leave not because he or she is pleased with the solution but because he has seen it wise to let the matter rest. To prevent such dissatisfaction from spilling over, make a follow-up by keeping contact with the customer. People feel valued when you personally follow them up to know how satisfied they feel.

 

Find the customer through email, phone or any other form of contact to express your regret for the issue that arose. If it is relevant and in line with the hotel’s policies, this is also the point where you can introduce some special deals and bargains to encourage the customer.

 

Review the issue

 

It is very easy for a hotel to assume that all irate customers are acting irrationally. Upon a closer look, the customer may have been right in complaining about a particular meal, service or employee. This is not to imply that all complaints are valid, but it should provide some insight into different customer experiences. Use the opportunity to review the issue once the customer is gone and determine whether there are any changes which can be made to improve customer satisfaction.

 

In summary, different customers may have various complaints regarding hotel services, but they can all be resolved to the satisfaction of both parties when the management is purposefully and fully prepared. Follow some of these proven tips and hotel management will be ABC easy for you.

 

 

 

 

The Social Systems On Board a Superyacht

A Super yacht is a unique environment whereby the crew live, work and play together for months on end. The services that the crew provide range from safety and vessel operations to luxury hospitality services.

The Social Systems On Board a Superyacht

The Superyacht crew typically consists of a young international mix of nationalities. There is a formal professional hierarchy during working times with strict rules and regulations, which the crew must adhere to.

During downtime or when there are no guests on board the formal hierarchy is flattened and crew interact on somewhat of an equal basis.

English is the official maritime language, therefore, it is spoken and written on-board. Financially, the crew are well compensated for their positions on board and the owners of superyachts are typically situated in the top one per cent of wealth in the world.

Superyacht Crew Hierachy

The Formal Structure

The captain has complete autonomy over his crew. He is in a position whereby he settles disputes, controls rewards such as time off or extra time ashore, and has the power to dismiss crew members.

As stated above, the captain is governed by international maritime laws, however, there is no one who governs the captain on a daily basis. This is an area that can be subjected to personal and professional abuse, should the captain wish to gain from his position.

The limits to individual freedoms, refer to the crew’s lack of job control. Whilst they are obliged to carry out their professional duties, they may have conflicting ethical issues, related to operational decisions, the abuse of power, money or position.

Furthermore, the standing orders are thorough in the operational procedures on board, dress code, drugs and alcohol, with the protection of the environment, and the safety of the vessel and of the people on board, however, it is very limited with its health and wellbeing.

It is important to point out here that there is no mention of the crew emotional wellbeing.  There is no mention of a policy or a procedure dealing with abuse, bullying or harassment. It simply refers to the laws under the flag state.

This means that if a crew member has a problem with or no support from the captain, then that must seek help from the flag state. In many cases crew members will lose their jobs, should they complain or ask for assistance.

The Informal Structure on board a superyacht

The Informal Structure

The informal social structure occurs during downtime, when there are no guests on board or when the yacht is not moving. The informal behaviours focus on “how people in the organisation relate to each other” (4). Given that Superyacht crew work and play together, the boundaries between the formal and informal structures are very delicately intertwined.

There are three types of interaction that interplay with the social structure, these are understandable communications, the exercise of power and the sanctioning of one another (6). For the crew of many yachts, this can be seen with the kinship that they form with one another and the language patterns that they use,(an important consideration considering many crew do not have English as their first language).

The routines which the crew performs either during work hours or during downtime, reinforce the social structure.

It is suggested that people are motivated to perform the routine in order to obtain ontological security, which offers comfort, order… and tension reduction (6). For the superyacht crew daily routines, offer job security and reassurance that their physical safety is guarded.

The social systems onboard superyachts can change regularly when a new crew member joins. The crew access the social norms to guide their behaviour, conform to the cultural norms and values of the yacht.

However, this can be a little challenging for many crew members at first, as it blurs their own cultural boundaries and traditional norms.

Lastly, superyacht crew tend to form an artificial family or kinship with each other. They are reliant on each other and the balancing of power (in this case their rank) is decentralised.

Furthermore, they celebrate birthdays, support and do good deeds for each other. This is beneficial for the crew as it promotes a family feeling on board which supports personal well being.

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