Our Service System
From dining cruises to skyline tours to speedboat excursions, Entertainment Cruises offers you a portfolio of brands collectively defined by operational excellence, attentive guest service, quality entertainment, exceptional views and an unwavering commitment to delivering high-value, high-enjoyment experiences.
Our Service System (OSS) is the foundation of the company defining our culture, values and philosophy.
Our Identity Statement
Inspired by a commitment to excellence, we create unforgettable memories.
Our Shared Values
Our Shared Values represent the manner in which we pledge to conduct ourselves within our work environment.
- We will treat each other with respect.
- We will be open and honest.
- We will help each other.
- We will continuously improve.
- We will take responsibility for our actions.
- We will think and work safely.
Our Five Hospitality Behaviors
Our Hospitality Behaviors represent the baseline for all our guest and shipmate interactions. They serve as a reminder to always show the utmost respect for our guests and shipmates.
Speak in public areas
In the presence of our guests and shipmates, we team members are to acknowledge them and address them whenever appropriate.
Speak first and last
Team Members should start conversations with a greeting and a statement of helpfulness. Team Members should also conclude all conversations with a confirmation that the guests’ needs have been met and that we know what needs to be done for any follow-up to ensure that the guests expectations have been exceeded.
10 & 5 Rule
When a guest comes within ten feet (10) of a shipmate(s), the shipmate(s) should cease their conversation to acknowledge the approaching guest. At approximately five (5) feet our shipmates should acknowledge the guest(s) with a nod or greeting, whenever appropriate.
Use the Guest’s Name
Shipmates should always try to use the guest’s name. When we do this, we are recognizing the guest as an individual.
A hospitality zone is any place where a line is likely to form. At these times, guests and shipmates in line should be acknowledged and greeted. Those standing second and third in line should be courteously acknowledged to ease the anxiety of the wait time.