Coach Mark Steele Tackles Build Out of Training Manuals and Programs
Saint Nazaire, France: 2017 Maraviglia, 2019 Bellissima, 2019 Grandiosa
Monfalcone, IT: 2017 Seaside, 2018 Seaview
Number of Employees Trained
Up to 50 at each vessel
One struggle a majority of restaurants face is consistent and cohesive staff training. Many hospitality workers end up learning on the job from other employees. Now imagine you are working on a cruise ship where not everyone speaks English as their first language.
Build an infrastructure to adequately train staff with various backgrounds, experience, and language/cultural norms to provide a consistent and exceptional service level to all guests. The specialty restaurants these staff worked at were not included in the standard cruise package, thus guest expectations were elevated.
Coach Mark’s Play Calls
MSC Cruise Lines needed a custom training solution including:
Training Materials including aspects unique to MSC Cruise Line’s service procedures and the fact that not all employees had English as their first language. The use of visuals was key to breaking down any language barriers.
Training Methods such as role plays and physical skills to assure information was being retained.
After my first training in 2017, MSC Cruise Lines was so impressed with the results, they brought me back multiple times to train for the openings of several more state-of-the-art cruise ships. All vessels that I trained are considered to be the highest acclimated of MSC Cruise Lines’ fleet. They are still using the RHI training materials and methods I created for all incoming team members - ensuring consistent, exceptional service for years to come.
“Having well trained team members that are willing to share our passion and dedication to guests’ experiences with subtle techniques is the key to success, emotionally and financially. Thanks to Restaurant Hospitality Institute and Mark Steele in particular for his proactive and professional contribution, job well done!”
- Stéphane Franchini, Director of Specialty Restaurants, MSC Cruises