by Admin | Aug 19, 2025 | Superyacht Crew Training, The Superyacht Stewardess |
by Admin | Mar 21, 2024 | Guest Service, Superyacht Crew Training, Table Settings |
From Cutlery Chaos to Dining Delight: How To Set A Table
Ahoy there, fellow stewards and stewardesses of the superyacht world! While we’re busy ensuring our guests are sailing smoothly through the seas of luxury, there’s one task that can sometimes leave us feeling a bit like we’re navigating uncharted waters: setting the table. But fear not, for I’m here to guide you through the choppy seas of cutlery confusion and onto the shores of dining delight!
Now, setting a table may seem like a simple task, but for those of us in the world of superyachts, it’s an art form. After all, we’re not just setting a table; we’re creating an experience. So, grab your napkin folds and let’s dive in!
Guidelines for Setting a Table
1. **Know Your Space:** Before you start arranging cutlery like a game of culinary Tetris, take a moment to assess your table space. You don’t want your guests feeling like they’re dining in a cutlery jungle gym.
2. **Consider the Menu:** Just as a captain charts their course, plan your table setting according to the meal being served. Different courses may require different utensils, so make sure you’re prepared. Just allow your FRIENDLY chef some time to brief you properly.
3. **Mind Your Etiquette:** A superyacht stewardess is a paragon of etiquette, so remember to follow proper dining protocols. Forks to the left, knives to the right, and napkins neatly folded – let’s keep it classy, folks.
Imagine, if you will, a pristine white tablecloth gently billowing in the sea breeze. At each setting, gleaming silverware rests atop fine china, while crystal glasses stand at attention, waiting to be filled with the finest vintage.
**How to Set a Table with Cutlery:**
1. **Start with the Basics:** Begin by placing the dinner plate in the center of each setting. To the left, arrange the forks in order of use – salad fork, dinner fork – with the prongs facing up like little culinary antennae.
2. **Knife Knowledge:** On the right side of the plate, lay the knife with the blade facing the plate. To its right, position the spoons, each one ready to tackle its designated course with gusto.
3. **Don’t Forget the Extras:** Depending on the meal, you may need to add additional utensils. For example, a soup spoon or a seafood fork can elevate the dining experience from ordinary to extraordinary.
The Superyacht Stewardess’s Guide to Setting a Table – **Basic Table Setting Rules:**
1. **Keep it Balanced:** A well-set table is like a perfectly trimmed sail – balanced and poised for adventure. Make sure there’s an equal distance between each place setting to maintain harmony.
2. **Mind Your Space:** Avoid overcrowding the table with unnecessary clutter. Only include the essentials for each course to prevent a cutlery catastrophe.
3. **Stay Neat and Tidy:** Just as we strive for immaculate cabins, our table settings should be pristine. No crumbs, no smudges – just pure, unadulterated elegance.
Consider this your holy grail of table setting wisdom, passed down through the ages by generations of superyacht stewards and stewardesses (ha ha, not really, it was just written by this old girl). Treat it with reverence, for within its pages lie the secrets to creating dining experiences that will be remembered long after the anchor is raised.
In conclusion, setting a table as a superyacht stewardess is no mere task – it’s an opportunity to showcase our skills and elevate the dining experience to new heights. So, polish those silverware, straighten those napkins, and let’s set sail for culinary excellence! Bon appétit, my fellow stewards and stewardesses!
Buy Your Copy Today.
by Admin | Jun 12, 2023 | Superyacht Crew Training |
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.
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.
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.
by Admin | Mar 16, 2023 | Superyacht Crew Training, The Superyacht Stewardess, Yacht Crew Training |
Let’s Celebrate. The Stewardess Bible!
A Brief History of The Stewardess Bible:
- 2011 – The Concept of The Stewardess Bible launched into the “yachtie- sphere”. Offering free information online to every superyacht stewardess and crew.
- 2014 – The Stewardess Bible electronic book was published. It consisted of 3 training modules.
- The Stewardess Bible’s Guide to Achieving Excellence in Service
- The Stewardess Bible’s Guide to Creating the Perfect Cocktail
- The Stewardess Bible’s Guide to Housekeeping Perfection.
- 2015 – With overwhelming reviews and feedback. The Stewardess Bible Print Edition was released.
- 2020 – The Chief Stewardess Bible was published. This is the fourth module of The Stewardess Bible Series. The Chief Stewardess Bible’ gives superyacht stewardesses a comprehensive overview of managing housekeeping, crew management, and more.
Like the rolling seas, we have experienced, many highs and lows along the way.
As well, in contrast, many have copied, manipulated and even hijacked the content of The Stewardess Bible. But this just proves that the information is still relevant and valued after going strong for 12 years.
To celebrate 12 years of The Stewardess Bible,the author Kylie O’Brien is giving away a free copy of the print edition of The Stewardess Bible when you take advantage of
The Stewardess Bible and Chief Stewardess Bible E-Books Bundle.
T&C’s apply
Free Copy with every Bundle & Save E-Book!
Superyacht Stewardess Training Manual: A Comprehensive Guide for Aspiring Yacht Stewardesses
The world of superyachts is a glamorous and exciting one, and with it comes a great responsibility to provide top-notch service to its guests. As a yacht stewardess, you play an essential role in ensuring the satisfaction and comfort of the guests on board. To excel in this profession, a comprehensive training manual is indispensable. In this guide, we will explore the Superyacht Stewardess Training Manual and how it has evolved over the years to become the best training manual for superyacht stewardesses.
The Birth of an Idea: A Journey into the Yachtie Sphere
In 2011, the concept of the Superyacht Stewardess Training Manual materialized to cater to the needs of yacht stewardesses and crew. This free online resource aimed to provide invaluable information and guidance to ensure the delivery of exceptional service in the superyacht industry.
A One-Stop Digital Resource: The Electronic Book
In 2014, the electronic version of the Superyacht Stewardess Training Manual was published, encompassing three essential modules:
- The Guide to Achieving Excellence in Service
- The Guide to Creating the Perfect Cocktail
- The Guide to Housekeeping Perfection
These modules were designed to cover all aspects of a superyacht stewardess’s responsibilities, offering a comprehensive training resource.
The Print Edition: A Tangible Treasure
After receiving overwhelming reviews and feedback in 2015, the print edition of the Superyacht Stewardess Training Manual was released. This physical version provided yacht stewardesses with a handy resource that they could carry with them wherever they went.
In 2020, the Chief Stewardess Bible was published as the fourth module of the Superyacht Stewardess Training Manual series. This addition offered a detailed overview of managing housekeeping, crew management, and more, further expanding the scope of the training manual.
Riding the Waves: The Journey of the Superyacht Stewardess Training Manual
Like the rolling seas, the journey of the Superyacht Stewardess Training Manual has seen many highs and lows. It has received overwhelming feedback, positivity, and gratitude for being an amazing resource, helping countless yacht stewardesses excel in their careers.
In contrast, the manual has also faced challenges, such as copycats and unauthorized usage of its content. Nevertheless, it has continued to thrive and remain relevant throughout its 12-year existence.
Celebrating a Milestone: A Special Offer
To commemorate the 12th anniversary of the Superyacht Stewardess Training Manual, its creator, Kylie O’Brien, is offering a free copy of the print edition with every purchase of the Stewardess Bible and Chief Stewardess Bible E-Books Bundle (Terms & Conditions apply).
The Core Modules: A Deep Dive into the Superyacht Stewardess Training Manual
Let’s take a closer look at the primary modules of the Superyacht Stewardess Training Manual, which have made it the best training manual for superyacht stewardesses.
Achieving Excellence in Service
This module focuses on providing the highest level of service to guests on board. Topics covered include:
- Etiquette and professionalism
- Communication skills
- Time management
- Conflict resolution
- Problem-solving
Crafting the Perfect Cocktail
A yacht stewardess must be adept at mixing and serving a variety of cocktails. This module teaches:
- Cocktail ingredients and measurements
- Bar equipment and glassware
- Mixing techniques
- Cocktail presentation
- Classic and contemporary recipes
Housekeeping Perfection
Maintaining a pristine and luxurious environment is crucial on a superyacht. This module covers:
- Cleaning techniques and products
- Stain removal
- Laundry and ironing
- Bed-making and turndown service
- Floral arrangements and table settings
The Chief Stewardess Bible: A Comprehensive Guide for Managing the Superyacht Team
The fourth module of the Superyacht Stewardess Training Manual series offers an in-depth look into the role of a Chief Stewardess. Some of the topics covered include:
- Crew management and training
- Budgeting and inventory control
- Event planning and coordination
- Crisis management and safety procedures
- Guest relations and diplomacy
Conclusion
In conclusion, the Superyacht Stewardess Training Manual has come a long way since its inception in 2011. Its comprehensive modules and the addition of the Chief Stewardess Bible have made it the best training manual for superyacht stewardesses. The manual’s creator, Kylie O’Brien, has shown deep knowledge and understanding of the industry’s needs, offering practical advice and solutions for aspirational yacht stewards and stewardesses to excel in their careers. With a friendly, experienced, and approachable tone, the Superyacht Stewardess Training Manual is an indispensable resource for those looking to provide exceptional service in the superyacht industry.
by Admin | Sep 15, 2022 | Guest Service, Superyacht Crew Training, Table Settings |
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
- 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.
by Admin | Nov 4, 2019 | Superyacht Crew Training |
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.
