• Skip to main content
RHI-Logo-Web-Header-(525x250)
  • Services For
    • Corporate Management
    • FOH & BOH Staff
    • Party Planners
  • Work Cards
  • RHI 101
  • Industry Insights
×
  • Services For
    • Corporate Management
    • FOH & BOH Staff
    • Party Planners
  • Work Cards
  • RHI 101
  • Industry Insights
  • Services For
    • Corporate Executive
    • FOH & BOH Staff
    • Party Planners
  • Work Cards
  • RHI 101
  • Industry Insights
  • Let’s Talk
  • Course Login
×
  • Services For
    • Corporate Executive
    • FOH & BOH Staff
    • Party Planners
  • Work Cards
  • RHI 101
  • Industry Insights
  • Let’s Talk
  • Course Login
  • Let’s Talk
  • Course Login
×
  • Let’s Talk
  • Course Login

Coach Mark Steele Tackles Build Out of Training Manuals and Programs

Company/Organization

MSC Cruises

Company Size

24,000

Locations

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

MSC-Logo
The Challenge

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.

The Goal

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.

The Results

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

  • Home
  • Corporate Management
  • FOH & BOH Staff
  • Party Planners
  • Work Cards
  • RHI 101
  • Industry Insights
  • Course Login
  • Let's Talk

CHOOSE SUCCESS!

Sign up to get industry insights and new service announcements.
!
!
!
Subscribe
Something went wrong. Please check your entries and try again.

702-895-6688

success@rhinstitute.com

Copyright © 2023 Restaurant Hospitality Institue | All Rights Reserved | Site Built by KateOGroup, LLC for Happy Bird Studio LLC