Cruise Lines

Everyone always goes on about service on cruise ships but have you ever wondered why it is (usually) so good?

The cynics, of course, would say it's the thought of all those tax-free tips and the hope, in these days of auto gratuities, that they might just pick up a little extra cash in hand if they smile and are helpful.

But it could also have much to do with the training - especially when it comes to Crystal Cruises.

I have discovered their crew have to undergo a minimum six-months' training at the cruise line's own college in the Philippines before they are even allowed on to one of the cruise line's two ships, Crystal Serenity and Crystal Symphony.

Over that time, they are taught the Six-Star Crystal Basics, which focuses on attitude, communication, competence, style, safety/environment and execution.

Basically, it means they are taught to address passengers by name from the time they are introduced and to identify and focus on personal preferences such as how they take their coffee, where they like to sit and in which restaurant, their favourite types of wine, what amenities they use, and so on.

There is all sorts of Japanese words (Crystal is a Japanese company) thrown in to the training philosophy as well, all to do with being on a "never-ending journey" and "belief in continuous improvement".

It all sounds very impressive but the important thing is, does it translate into good service. And the answer is a resounding yes. In fact I might even be inspired to say "excellent" in connection with Crystal.

It must work well for the crew as well as the turnover rate is just 9%, which I'm told (by Crystal, it's true) is the lowest in the industry.

Interestingly, many of Crystal's crew are from Eastern Europe and Turkey, which brings me to an interesting debate that keeps coming up when I'm on a cruise ship. Who offers the better service? The Eastern Europeans or the Filipinos?

The Filipinos are very good, full of smiles and one or two I've known have been excellent but as a generalisation I prefer the Eastern Europeans as I feel able to build a better rapport with them.

They might not have wall-to-wall smiles, but I like the fact you can go off script - maybe talking about places or politics, even the cruise line - and you don't get another wide grin and the standard cruise ship reply, "excellent".

Who do you prefer - Filipinos or Eastern Europeans? I'd be interested to hear your views.