Mar 28, 2015 | The Chief Stewardess, The Superyacht Stewardess |
Time Management
A skill every superyacht stewardess must learn to master.
The life of a superyacht stewardess is incredibly busy with many tasks demanding her attention seemingly all at once, therefore time management is the greatest skill that a superyacht stewardess can possess.
- Time management is the ability to effectively manage your goals by implementing good planning and task management.
- Poor time management can be related to lack of focus, distractions and procrastination, as well as problems with self-control and personal power.
- If you are a stewardess who wishes that there were more hours in a day, then below are some helpful tips to help you achieve more throughout the day.
Focus:
The more you focus on a set task the more you can achieve in a day, additionally the less you focus on the task the more distracted you become which results in a sub-quality of work.
Delegate:
Many people attempt to do everything themselves, which quite often results in a burnt out and stressed out stewardess. However many tasks can easily be assigned to other colleagues so that you have more time to accomplish the most important tasks.
- This is a very valid point to make if you are the Chief Stewardess or second stewardess and have a more structured day.
- If you are a junior stewardess than this is an important point to make if you are feeling inundated with too much work, let your superiors know what task you are up to so that they can redistribute the workload.
Priorities Tasks:
Procrastination and putting off tasks that can be completed during the day is a recipe for disaster.
Procrastination occurs for several reasons:
- You do not like the job
- You are too tired
- You do not have the skills to complete the task within the time required
Quite often because of the above reasons, this leads to avoidance of the task. Therefore, it is a good idea to do the more challenging tasks first, when the team is fresh and has enough mental energy that is necessary to complete the task.
In addition to this tackling, the more difficult or unpleasant jobs first reduces the amount of time to build up stress and anxiety, making it seem less hard.
Set Goals:
Setting goals is a very effective way of achieving workplace demands in a timely manner. By simply setting a goal you can organise your day, week and month better.
One advantage of setting a goal is to improve time management and to have a realistic understanding of how much can be achieved in one day. However, a goal must be set in an effective manner, for example:
- The right person must be delegated to the task.
- You must have enough resources to achieve the goal.
- It must be a realistic goal.
- You must be interested in achieving the goals set.
Meet the deadline early: Deadlines are there to help us manage our time better. Certain tasks are inevitable and must be met by a certain time. Rushing to get a job done can result in poor attention to detail, however, if you break the big task down into smaller manageable jobs that can also be delegated then the task can get done before the deadline and with a higher standard of work.
Stay Organised:
Organisation and time management are like two pee’s in a pod. Many people waste time by:
- Playing on the computer.
- Messaging their friends.
- Or just being too consumed by too many things at once.
To stay organised follow these simple steps:
- Maintain a cleared workspace, clutter is a killer of time, every day clean your workspace. This will ensure a clear mind and a more efficient way of working.
- Make sure you have the tools and resources readily available to you.
- Keep your day planner or schedule up to date, when one task is finished strike it off the list, and if it is not completed on the day, put it down to be completed the following day, or work the extra hours to get the job done.
Minimise stress:
The effects of stress on the body can be damaging, and there are many books written about this subject.
Stress impairs your ability to manage your time well. To effectively manage your stress, identify the triggers. Next, remove the triggers, or if this cannot be done to take steps to reduce the amount of stress that you place on yourself by
- Sleeping well.
- Eating right.
- Exercise daily.
Mar 21, 2015 | 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 guest 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 the 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 behave 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 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.
Customizing your service skills to your guest’s 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 etiquettes. 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, they even may 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
Mar 14, 2015 | The Superyacht Stewardess |
How to Travel Like a ‘Zen Monk’.
For years now I have been flitting across the globe, either on a yacht or on a plane and more commonly, on a plane to join a yacht and I have to say that I have seen my fair share of airports/airline travel disasters, I’m sure a lot of you can identify with the following:
- Airport delays
- Airports snowed in
- Passengers waiting in the sleet and rain for hours… (yes HEATHROW you should hang your head in shame)
- Airline strikes,
- Ridiculous and sometimes invasive security checks,
- Rude airline personal,
- Lost/damaged luggage
- Absurd transfer times either too long that you can read a whole novel in the transfer lounge or way too short that it becomes a sprint from one terminal to the other.. (Qantas at Frankfurt airport, you can put your hand up to that one)
- And finally in the last 10 years we have seen the emergence of the budget airline, where the airline lures the passengers in with next to nothing prices only to find out on check in that you have to pay for your luggage, your seat, a glass of water and more; which all comes to the same amount that the premier airlines were charging in the first place!
But I have a tried and tested way of beating the travel woes
- First thing, READ YOUR TICKET… I know that may sound like an obvious thing to do but so many people that I’ve seen yelling the customer service staff have missed their flights because they didn’t read their ticket properly.
- After having read your ticket, know the difference between a direct flight and non-direct flight, I say this only with the foresight of counting on any delays that may occur with the stop offs.
- Make sure your passport and visas are all in order….. I have had a few discussions with customs officers regarding my passport as it looks more like I was a drug runner than a professional seaman. OOOOOOOHH and I was even taken into that “little white room” in Fort Lauderdale” as the custom’s girl told me I had the wrong visa… Of course, you can’t argue with a “box Ticker” so I had to use all of my might to keep my mouth shut… (yes I can be a mouthy Aussie) after a few hours of waiting and me POLITELY pointing out the differences with the visas I was on my way.
- If you do have a short transfer time and you haven’t been to the airport before having a look online and know the difference from terminal 1 – 5, it may help you get to the gate those few precious minutes earlier.
Now for the cool part, you’ve navigated the airport obstacle course like a professional, and you’ve made it to your (previously paid for) allocated seat of your choice(aisle or window).
or if you the poor sucker that is stuck in the middle of the middle aisle then CLAIM YOUR SPACE as soon as you sit down;seriously! especially on long haul flights’ it took me years to figure, you can only be nice for so long about being sat next to a weird or some space invader that thinks half of your seat belongs to him.
PACKING TIPS:
Now I’m sure you’ve heard people saying “pack everything and then you will be prepared, ”Well that is great advice if you were travelling on a boat, car or train and the hefty “excess luggage” $$$$ is kept to a minimum.
In fact you can pay up to $50 per kilo in excess baggage fees, so make sure you check with our airline before you start packing, you do not want to have to pay $100’s in excess or have to face the embarrassing “repack” at the check-in counter.
- http://www.ausbt.com.au/new-qantas-baggage-allowance-only-one-bag-checked-free-you-pay-for-the-rest
- Always roll your clothes, this saves on space and eliminates creases.
- Prepare what you think you need on the bed, then half it, (those ‘glam’ 6 inches going out shoes, won’t be needed for your island getaway)
- Use a pashmina as a lightweight cardigan, it can always double as a light throw or scarf.
- Depending on your length of stay, always pack underwear for at least 1 week.
- Rely on the basics, that can be dressed up or down depending on the situation.
- Always pack a swimsuit.
- Always pack a pair of good walking shoes
- Always pack a light jacket
Travel Tips – What to Pack in your Cabin Bag:
- Always pack a change of underwear and a spare shirt, you never know when delays may occur, or if you want to take a shower during a transit period
- Always put your toiletries in a small clear plastic bag
- Liquids should always be under 100ml, per bottle or customs will take it off you
- Make sure all of your duty-free is in a sealed bag when you go through security
- Pack a good book, and music
TIPS FOR AVOIDING JET LAG:
- HYDRATE, HYDRATE, HYDRATE. internally and externally. Drink water and have a good moisturizer on hand. I also find eye drops are handy to have as the air pressure in the cabin can really dry you out.
- Exercise or move as much as you can during the flight. taking short walks down the aisle and doing small ankle circulations and waist twists whilst seated can really make a difference to the discomfort of swelling feet and legs
- Take a shower in the transit lounge when you stop for a refuel. This can ease muscle cramps, freshen you up and give you a mental boost washing away any anxiety associated with the plane travel.
- Finally ! you‘ve arrived at your destination, try to stay awake, go for a walk, take in some sights or book a meeting, these simple tips help you to get in the RIGHT Zone (a time zone that is).
Mar 7, 2015 | The Chief Stewardess, The Superyacht Stewardess |
The following article is an excerpt from my new book:
” The Stewardess Bibles Guide to Achieving Excellence in Service”
Module One.
We’ve talked about the fun aspects of working on a Superyacht, so lets just for a minute look at what the work actually is. As a Superyacht stewardesses your job description is basically domestic help. Yes I know many people do not like the idea of being called domestic help especially those who have good educations; however , cleaning, serving, and taking care of someone’s personal effects is in essence domestic work.
You can find traces of domestic workers way back in history, however from the point of this chapter we will focus on the period from the mid 1900’s where the business of household domestic staff was booming in both Europe and in North America.
The conditions faced by domestic workers has varied over the years and from household to household. Traditionally people who took on the work as a domestic worker came from poorer socioeconomic situations, and depending on the individual’s skill set would evolve into a hierarchical system. Individuals would get paid for the services that they performed, however with no real legal protection many were taken advantage of. The only real advantage of becoming a domestic worker was on the provision of food, clothing accommodation and a modest wage. Service was based on an apprenticeship system with room to advance over time through the ranks. Domestic servants were divided into upper and lower classes.
The upper servants carried out duties such as:
- Butler
- Footman
- Governess
- Skilled cook
- Head housekeeper
- Lady’s maid
- Horse trainer
- Chauffeur
- Butler
- Librarian
- Grounds keeper
- Nanny
- Secretary
- Masseur
- Au pair
- Valet
The lower servants carried out the following duties:
- Kitchen maid
- Scullery maid
- Lackey
- Handyman
- Laundress
- Nursemaid
- Wet-nurse
- Pool boy
- Stable boy
- House maid
- Knave
- Boot boy
- Dog walker
Historically most household servants lived within the house, in an allocated area usually called the staff quarter. The accommodation was often substandard accommodation. I.e. The kitchen, the basement or in the attic. They wore simple yet presentable clothing and it was not uncommon for workers work between 16-18 hours a day.
So how does the super yacht industry compare to the above historical overview?
Well many aspects of historical service still may be applied to the super yacht industry, however the notable difference lies within the people involved; both the owners of the yachts, and the staff who crew the yachts. Whilst a limited amount of research has been done on this topic I will rely on my own experience and personal thoughts hypothesize the differences.
Owning a super yacht requires a great amount of wealth, a super yacht is very visible, very public. A super yacht is international a thing of beauty to be shown off the rest of the world. Therefore many owners of super yachts want beautiful people top to match their beautiful yacht.
In addition to the ‘ego side’ of owning a super yacht and Unlike the domestic work force who have very little if any legal right at all to rely on; the super yacht industry is protected by strict rules and regulations under international maritime law and as such has industry standards to adhere to. Such as salary standards, and work regulations, and accommodation standards.
The staff who crew these amazing vessels are very different from traditional domestic workers. In general they come from wealthy Western countries and are highly educated. They generally flock to the docks of the Mediterranean sea and USA Florida, in search of travel, sunshine and good salaries. In addition to this the super yacht industry has incredible high standards and as such offer many training programs, which ensure that the crew on board are highly skilled, trained, efficient workers.
Furthermore I believe this to be the main difference between historical domestic workers and super yacht crew;. Professional yacht crew make a conscious choice to work in domestic service. They are not forced to work in service if they chose not to. This makes a huge difference in their self esteem, personal development and career advancement, resulting in high standards and excellence in service.
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Case study: No action required here just food for thought:
A few years ago I was hiring new crew in Antibes France for the upcoming Mediterranean summer season. I required 2 new junior stewardesses.
The salary on offer was 2500 Euro per month, plus the usual medical , 1 month paid holiday and 1 economy class return flight home per year.
Throughout the season I had to constantly reprimand one of the stewardesses. She was new to the yachting industry, so had absolutely no experience. Training and support were consistent and ongoing, however I was met with a barrage of belligerence, criticism, tiredness, tardiness and laziness.
After some time the summer was going ok, the interior team of 4 was settled in and getting on with the tasks at hand. One day the 4 year experienced Phillipina stewardess came to me in tears after a personal incident which recently occurred at home. After a quiet conversation I was horrified and appalled to find that she was being paid only $500 per month. To end the story without further deliberation, the captain rectified the situation with the management company, The Phillipina stewardess was paid $2500 per month her personal situation at home was helped and I had to be satisfied with the outcome.
I say satisfied because one stewardess was hard working , Keen to learn, had years of experience and was a pleasure to be around. On the other hand I had to deal with what was like a temperamental teenager who would throw a tantrum at any given moment, and who was paid more simply because of the color of her skin and the way she looked.
This made me think of the injustices in the world and how far has domestic service really come over the years?
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The History of Domestic Service
Resources:
Mar 6, 2015 | The Superyacht Stewardess |
Alternatives to swearing like a sailor.
Dear Crew,
I found this on Graduate Fasttrack (from a social media site) and I thought that as the season has just begun, it would be a perfect time to share with you this letter.
Please note that I am a big big fan of interpersonal communication and I think that it is very important to be able to express your feelings when you talk with your fellow crew member’s.
Therefore, try adopting some of the suggested expressions below
|
Instead of saying: |
Try Saying: |
| 1 |
You don’t have a f***ing clue, do you? |
I think you could do with more training |
| 2 |
She’s a f***ing power-crazy b*tch |
She’s an aggressive go-getter |
| 3 |
And when the f*** do you expect me to do this? |
Perhaps I can work late (again) |
| 4 |
F*** off a*se-hole |
I’m certain that isn’t feasible |
| 5 |
Well f*** me backwards with a telegraph pole |
Really? |
| 6 |
Tell someone who gives a f*** |
Perhaps you should check with… |
| 7 |
Not my f***ing problem mate |
I wasn’t involved in the project |
| 8 |
What the f*** |
That’s interesting |
| 9 |
No f***ing change mate |
I’m note sure this can be implemented within the given time scale |
| 10 |
Whythe f*** didn’t you tell me that yesterday? |
It will be tight, but I’ll try to schedule it in |
| 11 |
He’s got his head up his f***ing a*se |
He’s not familiar with the issue |
| 12 |
Oi, f*** face |
Excuse me, sir? |
Remember that for most you you, your summer season has just stated.
So when you are ready to throw someone over board, just remember to adopt a little mantra, to help you calm your mind and stay in the now.
My mantra was: Its just a bad day not a bad life:
Wishing you all a successful summer season and calm seas.
K.x
P.S. If you feel you can contribute further to this list then please feel free to add your comments below.
Don’t forget to claim your copy of The Stewardess Bible before the price goes up. Offer ends 30 June 2014
Forget The Swear Jar.Alternatives to swearing like a sailor.
Dec 14, 2014 | The Chief Stewardess, The Superyacht Stewardess |
Merry Christmas
Merry Xmas Stewardess Bible
The Stewardess Bible would like to thank everyone for their wonderful support this year.
We hope that your Christmas will be filled with love, laughter, good food and fine wines.
Wishing you all safe travels and calm seas.
‘Twas the Night Before Christmas By Clement Clarke Moore
‘Twas the night before Christmas, when all through the house
Not a creature was stirring, not even a mouse;
The stockings were hung by the chimney with care,
In hopes that St. Nicholas soon would be there;
The children were nestled all snug in their beds;
While visions of sugar-plums danced in their heads;
And mamma in her ‘kerchief, and I in my cap,
Had just settled our brains for a long winter’s nap,
When out on the lawn there arose such a clatter,
I sprang from my bed to see what was the matter.
Away to the window I flew like a flash,
Tore open the shutters and threw up the sash.
The moon on the breast of the new-fallen snow,
Gave a lustre of midday to objects below,
When what to my wondering eyes did appear,
But a miniature sleigh and eight tiny rein-deer,
With a little old driver so lively and quick,
I knew in a moment he must be St. Nick.
More rapid than eagles his coursers they came,
And he whistled, and shouted, and called them by name:
“Now, Dasher! now, Dancer! now Prancer and Vixen!
On, Comet! on, Cupid! on, Donder and Blixen!
To the top of the porch! to the top of the wall!
Now dash away! dash away! dash away all!”
As leaves that before the wild hurricane fly,
When they meet with an obstacle, mount to the sky;
So up to the housetop the coursers they flew
With the sleigh full of toys, and St. Nicholas too—
And then, in a twinkling, I heard on the roof
The prancing and pawing of each little hoof.
As I drew in my head, and was turning around,
Down the chimney St. Nicholas came with a bound.
He was dressed all in fur, from his head to his foot,
And his clothes were all tarnished with ashes and soot;
A bundle of toys he had flung on his back,
And he looked like a pedler just opening his pack.
His eyes—how they twinkled! his dimples, how merry!
His cheeks were like roses, his nose like a cherry!
His droll little mouth was drawn up like a bow,
And the beard on his chin was as white as the snow;
The stump of a pipe he held tight in his teeth,
And the smoke, it encircled his head like a wreath;
He had a broad face and a little round belly
That shook when he laughed, like a bowl full of jelly.
He was chubby and plump, a right jolly old elf,
And I laughed when I saw him, in spite of myself;
A wink of his eye and a twist of his head
Soon gave me to know I had nothing to dread;
He spoke not a word, but went straight to his work,
And filled all the stockings; then turned with a jerk,
And laying his finger aside of his nose,
And giving a nod, up the chimney he rose;
He sprang to his sleigh, to his team gave a whistle,
And away they all flew like the down of a thistle.
But I heard him exclaim, ere he drove out of sight—
“Happy Christmas to all, and to all a good night!”
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