Service Excellence,
It’s a Way of Being
“Officers and Crew are empowered to be creative problem solvers. The key is to take that extra step – you not only direct a guest to the pool, you personally guide them there. That’s the Disney way.”
Disney Cruise Line embraces the philosophy of “aggressive hospitality,” which might sound strange, given who we are, until you understand its significance. Aggressive hospitality means making our Guests feel welcome and valued by anticipating their needs, being attentive and providing flawless service with a smile. It’s providing the kind of service that leaves our Guests feeling wowed.
Our Crew Members provide exceptional service at all times. For instance, Crew Members don’t wait for Guests to come to them for help. They are expected to make themselves available before a Guest even has to ask. Crew Members make the effort to remember a Guest’s name and even the little things they enjoy. If a Guest is experiencing a problem, you are empowered to resolve the issue. By anticipating Guest needs and taking an active role in “service recovery,” our Crew helps to insure service excellence to every Guest on every cruise, every day.
Aggressive hospitality begins with our 7 Service Guidelines:
- Make eye contact and smile.
- Greet and welcome every Guest.
- Seek out Guest contact.
- Provide immediate service.
- Display appropriate body language.
- Preserve “Magical” Guest experience.
- Thank each and every Guest.
Click here to listen to Crew Members talk about Service Excellence.
