Cruises and logistics
The context, issues and environment of cruise passengers being very close to that of airlines, we are currently developing a version for shipowners keen to deliver a high-quality passenger experience.
Crews Best meets the expectations of:
- passengers to experience excellence
- new generations of more volatile employees
- HR departments to refine talent recruitment
- marketing departments to quickly measure the efficiency of new services
Cruise operators are faced with several issues:
1. A high staff turnover (fixed-term contracts of 4 to 6 months)
2. Employees who speak neither the language of the manager nor the customer (Indonesia, Philippines, etc.)
3. A concern to preserve the quality of service
4. Management geographically distant from life on board
5. Managers whose leadership is contested by the new generations Y and Z
6. A vision biased by hierarchical levels
7. An objective measurement of the actions undertaken over time
The usual end-of-cruise satisfaction questionnaire:
A. has a response rate between 6 and 15%
B. is insufficient to assess customer feedback on
- pre and post cruises
- the quality of entertainment, conferences and excursions
- the adequacy of the proposed/imposed programs
- the quality felt by restaurant and service
C. does not allow for real-time correction during the cruise
D. does not allow for identifying the levels of compliance of practices by employee
E. can lead management to apply corrective measures in deferred time with KPIs at 3-6 months.
Crews’ Best is an innovative solution for skills management for the remote supervision of cruise personnel.
This solution allows each stakeholder to
Continuously audit the quality of service in a proactive manner
Ensure the proper application of rules and instructions
Create an objective database of the best employees
Maintain a permanent link with the crews
Designed with and for Managers, HRDs, staff, the software solution is a powerful communication tool that promotes:
increase in individual and collective performance
personalized support for staff
autonomy and commitment of cruise staff
The solution allows each employee to
locate their level of competence
clarify the rules of the game and conditions for development
access the knowledge necessary to achieve their ambitions
link the experience on board the cruise line to the efficiency of the employees in charge