Excellence in Service & The Superyacht Stewardess

Excellence in Service & The Superyacht Stewardess

The Superyacht industry is all about service and striving for excellence in service.  This can not be more pertinent for the Superyacht stewardess. So what words come to mind when you think of excellence in service? Let me share with you a few that come to my mind:

Friendly Welcoming
Approachable Adaptable
Happy Pro-active
Gentle Caring
Accommodating Talented
Intelligent Responsible
Reliable Empathetic
Respectful Skilful
Knowledgeable Discreet
Helpful

Focussed

Excellence in Service & The Superyacht Stewardess

I could go on, but you get the idea… Achieving excellence in service to me means giving the guest more than what they anticipated, but no more than what they are willing to accept.

Being a superyacht stewardess, your main focus is on the guests and how they are enjoying their holiday. Sure, you have your daily duties to attend to; however, these skills are not that hard to master. What is important is finding the right tone with your guests and understanding how much service your guests are willing to receive.

When I was working my way up in 5*hotels, one of my jobs would be to meet the VIP guests, check them in and be their point of contact within the hotel.

Whilst my superiors were happy with my customer service skills, I never really understood the concept of the ” VIP guest”… For me, all guests were important regardless of their socioeconomic status, the position held or their political influence.

Working on superyachts supported this premise, as we all know that superyacht owners are UBER wealthy, the charter guests are super rich, but what about friends of the owner or the family of the charter guest???

As it turns out, they acted and behaved just as expected… Just like guests! My point here is that you should treat everyone with the same respect and strive to offer everyone excellent service whilst they are on board. Endeavour to make all of your guests feel like VIPs.

Now, this is not to say that everyone should receive the same service….NO! People are individuals and as such, as a superyacht stewardess, should adapt to each individual’s need.

The culture of delivering world-class service stems from the Captain who supports his team in whatever way he/she can. For the Chief Stewardess, this is her area to shine…educating and guiding the other stewardesses, so that they may learn what it means to be able to deliver a world-class level of service.

Customising your service skills to your guests’ needs ensures that you are on the right path to delivering a world-class service. The best way to do this is to make all your guests feel like VIP guests.

For example, if you are trying to engage your guest in conversation… asking too many questions… Being too enthusiastic or too pushy may leave your guest feeling smothered, which let’s face it is simply annoying…

The important tip here is to give as much service as your guest is willing to receive! Another recommendation is to do a little cultural research about your guests. Educate yourself about cultural habits, food and beverage preferences and social etiquette. This way, everyone wins.

So to conclude here is a summary of my top tips for achieving excellence in guest service:

  • Treat everyone like a VIP
  • Learn the cultural and social habits of your guests
  • Remember that everyone is unique, so adjust your service to their individual needs.

Everyone deserves to receive excellent service whilst on board. Even if they may not outwardly show it, your guests will appreciate the efforts that you go to for them, and they may even leave you a tip 🙂

P.S.

You can find a comprehensive section of this very topic in my book…….. The Stewardess Bible

Thank you for reading my article on “Excellence in Service & The Superyacht Stewardess

 

Laundry Instructions

Laundry Instructions

This is probably not the most glamorous subject to talk about, but its a subject that has caused me a lot of grief over the years.

The laundry is an essential DAILY activity on board and like at home those sneaky clothing items (like socks), seem to effortlessly find their way into the “ABYSS” that every laundry seems to have and laundry accidents DO happen.

To achieve a harmonious laundry just follow these 10 simple steps:

Some problems that you may have in the laundry are:missing socks, colour stained clothes. ie, pink, grey, brown, green, yellow, etc.; shrinkage, clothes go missing… or not making it back to the right cabin……..

  • Sort into colours, and items… such as sort  the towels from the delicate’s, sort clothing into 3 categories…lights,  darks and colours, dry cleaning ONLY items should NEVER go into the wash.
  •  Items that should always be washed separately are: Engineers overalls, galley towels, and cleaning rags.
  •  Treat stains, with proper strain treatment product.
  • Check the label.
  • Load the machine with right items. DO NOT OVER LOAD THE MACHINE.
  • Do use a gentle or trusted laundry detergent. DO NOT use too much detergent.
  • Do use a low heat, Unless it’s for the galley towels, even then there is no need to go above 60 (Celsius).
  • Do not use fabric softer on any towels or cleaning rags.
  • Dry on a low to medium temperature. There is no need to cook your clothes…Towels may be dried on a hotter temperature. DO NOT put wool or delicate items in the dryer
  • DO maintain all your laundry equipment on a regular basis.
More detailed laundry instructions will follow in a later post.

How to Care for Fine Art

How to Care for Fine Art

How to Care for Fine Art Aboard a Superyacht

“Life is like a work of art. If you don’t like what you see — paint over it.”

Fine art aboard a superyacht is not decoration in the conventional sense. It is a collection — carefully curated, personally chosen by the owner, and in many cases extraordinarily valuable. A painting selected because it reminds the principal of somewhere they love, or a sculpture commissioned from an artist they admire, carries a significance that goes far beyond its market value.

Your role as a stewardess is not to clean it. It is to protect it.

That distinction matters. Fine art requires the lightest possible touch, the right tools, and above all, an understanding of what you should and should not do. When in doubt, the correct answer is almost always: do less, not more.


What Counts as Fine Art on Board?

Fine art encompasses any item created primarily for aesthetic rather than functional purposes — oil paintings, watercolours, prints, sculptures, bronzes, ceramics, mixed media pieces, and installations. On a superyacht, these pieces vary enormously in medium, age, fragility, and value.

Before you approach any artwork, identify what you are dealing with. An oil painting on canvas requires a completely different approach to a bronze sculpture, and a contemporary print is handled differently to an antique watercolour. Knowing what you have is the essential first step.

If the vessel holds significant or high-value works, request an art inventory from the owner’s representative or management company. This document should note each piece, its medium, its location, and any specific care instructions. If one does not exist, recommend that one is created.


Before You Begin

Never attempt to clean, move, or treat a piece of artwork without the appropriate preparation. Even well-intentioned handling can cause irreversible damage.

A few non-negotiables before you begin:

  • Identify the medium. What is it made of? How was it created? How old is it? The more you know before you touch it, the better.
  • Wear cotton gloves. The natural oils in human skin transfer to surfaces on contact and can cause long-term damage to both paint and sculptural materials. Cotton gloves are essential — not optional.
  • Ensure good, stable conditions in the space. Fine art is sensitive to extremes of temperature, humidity, and light. The same environmental principles that apply to lacquered wood apply here: a stable room temperature of 18–22 degrees Celsius and a humidity level of between 40 and 60 percent is ideal.

What You Will Need

  • White cotton service gloves
  • A soft, clean makeup brush or fine-bristled artist’s brush
  • A soft duster
  • Clean white microfibre cloths

That is all. Fine art does not require specialist cleaning products for routine maintenance — and introducing any product without professional guidance is a risk not worth taking.


Cleaning Instructions

Step 1: Put your gloves on before you touch anything. This is not a step to skip or return to. Gloves go on first, before any contact with the artwork or its frame.

Step 2: Dust gently with a soft brush. Using a clean, soft makeup brush or fine artist’s brush, gently remove loose dust particles from the surface of the artwork. Use the lightest possible touch and work carefully — never press the brush into the surface or use any kind of sweeping or scrubbing motion. For sculptures, work around the form with the same gentle approach, paying particular attention to recesses and details where dust accumulates.

Step 3: Dust the frame with a microfibre cloth. Using a clean white microfibre cloth, gently wipe the frame — being careful not to allow the cloth to drag across the surface of the artwork itself. For ornate or gilded frames, use a soft brush rather than a cloth to avoid catching on any raised details.

Step 4: Do not go further than this. For routine maintenance, this is all that is required. Do not apply any cleaning product, polish, wax, or spray to any artwork or its frame without explicit guidance from a professional art conservator or the owner’s representative. The damage caused by well-intentioned overcleaning is one of the most common — and most heartbreaking — forms of art loss on board.


Handling and Moving Artwork

There will be occasions when artwork needs to be removed from the wall — during deep cleaning, a charter changeover, or when the vessel is undergoing maintenance. When this happens:

  • Always use two hands. Support the piece fully — one hand on each side, or one supporting the base for sculptures. Never grip a painting by its frame alone, and never carry it one-handed.
  • Never lean artwork against a sharp corner. Canvas, frames, and sculptural surfaces damage easily on impact. If a piece needs to be set down, place it flat against a padded surface or hold it supported until it can be re-hung.
  • Cover artwork when carpets or nearby surfaces are being cleaned. The spray, moisture, and chemical particles from carpet cleaning products can travel further than expected and settle on surrounding surfaces.
  • Cover or protect any artwork during painting or varnishing works on board. Even fumes from nearby painting can affect the surface of a canvas over time.

Environmental Considerations

The environment in which artwork is kept is as important as how it is handled. On a superyacht — with sea air, strong sunlight, and the movement and vibration of life at sea — art is under a unique set of pressures.

Sunlight: UV exposure is one of the most damaging forces acting on fine art. Fading, cracking, and yellowing can occur gradually and are largely irreversible. Pull blinds or shades when artwork is in direct or prolonged sunlight, particularly during sea passages when the vessel is unattended.

Salt air: Salt air is corrosive, and metal sculptures and frames are particularly susceptible. Regular, gentle dusting will help — but if you notice any signs of oxidation, discolouration, or surface change on a metal piece, do not attempt to treat it yourself. Have it attended to by a professional conservator.

Fragrance and sprays: Never spray air freshener, room fragrance, furniture polish, or any other aerosol product near artwork. The fine particles settle on surfaces invisibly and accumulate over time, affecting both the surface of the artwork and the finish of its frame.

Vibration: On a working vessel, the vibration of engines, generators, and sea movement can gradually loosen the fixings of wall-mounted pieces. Check that all artwork is securely hung on a regular basis — particularly after long passages or heavy weather.


When to Call a Professional

The most important advice in this entire article is this: know the limits of what you should handle yourself.

If a piece of artwork has been damaged — a scratch, a crack, flaking paint, a dented sculpture, discolouration, or any visible deterioration — do not attempt to repair or treat it. Report it immediately to the captain and the owner’s representative, document it with photographs, and arrange for a professional art conservator to assess it.

The same applies to any significant cleaning beyond light dusting. Deep cleaning, restoration, and the removal of any staining or residue on fine art is specialist work and should always be carried out by a qualified professional.

Your job is to keep the art dust-free, protected from its environment, and handled with the absolute care and respect it deserves. Everything beyond that is a professional’s territory.

Breakfast Table Setting

Breakfast Table Setting

The Breakfast Table Setting

Breakfast table setting. As a superyacht stewardess, setting the table can be one way whereby you can release your inner creative diva. Moreover, breakfast is said to be the most important meal of the day and on board a superyacht, it usually consists of a buffet and plated service.

That said, it is equally as important to take as much care with the table setting just as you do with setting a formal table.

Remember to decorate the buffet and breakfast table in bright fresh colours.

What you will need:

Condiments:

  • As breakfast is a little less formal and many people have their ‘morning routine’ usually with less talking (as to wake up at their own pace).
  • The table will have more condiments on it for ease of accessibility.
  • Jams.
  • Honey.
  • Lemon slices.
  • Salt and pepper.
  • Butter.

Table linen:

  • Table cloth, placemats & table runner of choice.
  • Coloured napkins of your choice.

 Plates:

  • Dinner plate on the table.
  • Cereal bowl on the buffet.
  •  Salad plates on the buffet

Cutlery:

  • Knife and fork
  • Dessert spoon
  • Butter spreader
  • Teaspoon
  • Extra cereal spoons for the buffet
  • Service tongs for the buffet

Glasses:

  • Water Tumbler
  •  Juice glass
  • Extra water glasses on the buffet with water or juice
  • Tea and coffee are normally served. If however, your guests prefer American black coffee, then place the coffee cup and saucer on the table.

Centrepiece/ Decoration:

  • Decorate your table with a light and fresh theme.
  • Simple floral decorations or seashells are often a good choice.
  • Coordinate the colours with the table linen.
  • Do not overcrowd the table.
  • Breakfast Table Setting

 

What Does A Superyacht Chief Stewardess Do?

What Does A Superyacht Chief Stewardess Do?

The superyacht chief stewardess has all of the qualities of a yacht stewardess only more refined. She is an elegant, bubbly hostess with a warm welcoming personality, with the knowledge and experience to can get the job done.

Who is the superyacht chief stewardess?

The superyacht chief stewardess has all of the qualities of a yacht stewardess only more refined.

She is an elegant, bubbly hostess with a warm welcoming personality, with the knowledge and experience to can get the job done.

The superyacht chief stewardess is a yacht stewardess who has the most experience among those in such a position. A professional in this position usually reports to the captain of the yacht directly.

  • She will be in charge of the yacht interior. The male counterpart in a similar position is usually known as a superyacht chief steward.

The duties of a stewardess in such a high position are quite varied. If you think that a job at such a level would suit you, then you need to be familiar with the job description of a superyacht chief stewardess.

The following job description is a broad generalisation of some of the roles of a chief stewardess and it is important to note that the job description and duties will vary for each yacht, depending on size, culture and geographical location.

What Does A Superyacht Chief Stewardess Do?

When considering the role of the chief stewardess, one must think along the lines of a hotel manager.

Hospitality

The superyacht chief stewardess is the ultimate go-to person with regard to the hospitality services that are provided to the guests. It is her job to ensure that she anticipates the needs of the guests.

This will enable her to give instructions for the stewards and stewardesses to meet those needs.

Some of the services that she is in charge of include ensuring that guests have the meals and drinks that they need. She is also in charge of ensuring that guest activities keep the guests happy and occupied.

The chief stewardess is also in charge of making sure that guests in need of valet services are able to obtain them. If a guest needs, local currency, she will have to make sure that it is obtained. Transportation and personal shopping for guests will also be her responsibility.

Housekeeping

Depending on the size of the yacht, the chief stewardess may or may not be hands-on with housekeeping duties. However, she is responsible for keeping the vessel clean and she is in charge of organizing the stewardesses/steward’s who will execute the housekeeping duties.

The ultimate responsibility for ensuring that the yacht is clean and comfortable for both the guests and the crew is on her. If anything goes wrong, then all the responsible parties will be held accountable by her.

All cleaning and polishing of the cabin and property of guests are supervised by the chief stewardess. The chef of the yacht is responsible for the food and kitchen.

However, the chief steward needs to make sure that the standards of hygiene in the galley are upheld. If those standards are not upheld, then she will be accountable to the captain of the vessel.

The superyacht chief stewardess will also be required to liaise with the galley when it comes to menu planning. This is to make sure that any special nutritional needs that guests have been taken into account and met.

Super Yacht Stewardess

Vessel Operations

Everything that is required to run the interior of a superyacht successfully is in the hands of a superyacht chief stewardess. For that reason, keeping the inventory of all the items needed within the yacht falls on her shoulders. If anything is missing, then it falls on this professional to find out the parties accountable.

The interior accounting duties are the responsibility of the chief stewardess. She needs to be able to reconcile the accounts. Anything that has been purchased for use within the yacht must be accounted for.

Budgeting for things that need to be purchased is also her responsibility. If the financial system she is using does not provide accountability, then it is her duty to report the matter to the captain. Even the purchasing of items needed for both the crew and the guests of the yacht is part of the job description.

Human Resources

The chief stewardess is only as good as the team who is supporting her. In order for a yacht to be fully functional, then it needs a number of people to perform different functions.

The superyacht chief stewardess is responsible for obtaining these people. She will be required to source for the staff, which may include housekeeper, stewards and stewardesses. The job of vetting them is hers because she will be in charge of them.

While the captain is ultimately responsible for the maintenance of discipline in his vessel, any issues of discipline that come up will likely go through the chief stewardess first.

If one of the crew is slacking on the job, she will be responsible for rectifying the situation. She is also responsible for ensuring that the crew within the yacht treat the guests with respect and in a professional manner.

Any difficult cases of indiscipline are likely to go through her to the captain.

Working in a yacht every day can become quite difficult, especially for the newer crew of the yacht. The work of motivating the stewardesses, especially those at the entry level position falls on the superyacht chief steward.

She has a duty to ensure that there is a fair distribution of duties among her juniors. She is also responsible for creating a rotational chart that will vary the duties among all the people working under her.

Vessel Management

In order for any yacht to keep on operating smoothly, there must be guidelines and policies that each person follows the letter.

As with every department head, the chief stewardess is responsible for the execution and maintenance of the policies, rules and regulations within the yacht.

She is also in charge of creating and updating manuals for both guests and employees within the vessels. These are meant to provide information while guiding the conduct of everyone on board the vessel to establish order.

Safety

During emergencies, everyone on board must have a clear direction of what is required of him or her. Safety is part of the job description of a superyacht chief stewardess too.

Depending on the operational procedures of the yacht, generally, she is in charge of ensuring that boats for emergencies are stowed away properly.

She is also responsible for ensuring that safety is maintained in the event of any emergency that occurs at sea.

Related Article: Time Management

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