Social ServicePersonal service workersISCO 5111
ship steward/ship stewardess
Ship stewards and ship stewardesses work on board the vessel to provide services to passengers such as serving meals, housekeeping, welcoming passengers and explaining safety procedures.
European Skills Framework
Skills and knowledge areas required for this occupation based on European classification.
Essential (21)
health and safety measures in transportationhealth and safety measures in transportationThe body of rules, procedures and regulations related to health and safety measures intended to prevent accidents or incidents in transportation.communicate verbal instructionscommunicate verbal instructionsCommunicate transparent instructions. Ensure that messages are understood and followed correctly.comply with food safety and hygienecomply with food safety and hygieneRespect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.help to control passenger behaviour during emergency situationshelp to control passenger behaviour during emergency situationsKnow how to use life-saving equipment in emergency situations. Provide assistance if leakages, collisions or fires should occur, and support the evacuation of passengers. Know crisis and crowd managem...facilitate safe disembarkation of passengersfacilitate safe disembarkation of passengersAssist passengers when they leave the vessel, aircraft, train, or other mode of transport. Keep the safety measures and procedures in mind.greet guestsgreet guestsWelcome guests in a friendly manner in a certain place.handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.serve food in table serviceserve food in table serviceProvide food at the table whilst maintaining high level of customer service and food safety standards.manage the customer experiencemanage the customer experienceMonitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.communicate reports provided by passengerscommunicate reports provided by passengersTransmit information provided by passengers to superiors. Interpret passenger claims and follow up requests.check passenger ticketscheck passenger ticketsCheck passenger tickets and boarding passes upon entrance. Greet passengers and direct them to their seats or cabins.maintain customer servicemaintain customer serviceKeep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requ...deliver outstanding servicedeliver outstanding serviceProvide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.assist passengersassist passengersProvide help to people getting in and out of their car or any other transportation vehicle, by opening doors, provide physical support or hold belongings. Keep safety measures and procedures in mind.provide information to passengersprovide information to passengersProvide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.manage on board hazardsmanage on board hazardsPrevent on board (electrical) hazards and effectively deal with them should they occur; ensure safe embarkation and disembarkation of the vessel.demonstrate emergency proceduresdemonstrate emergency proceduresProvide information on and demonstrate emergency procedures to passengers. Explain the use of emergency equipment and direct passengers to the nearest emergency exits.handle veterinary emergencieshandle veterinary emergenciesHandle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.provide food and beveragesprovide food and beveragesProvide people with food and drink during trip, a flight, an event, or any other occurrence.handle financial transactionshandle financial transactionsAdminister currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.follow verbal instructionsfollow verbal instructionsHave the ability to follow spoken instructions received from colleagues. Strive to understand and clarify what is being requested.
Optional (24)
physical parts of the vesselphysical parts of the vesselThe different physical components of the vessel and their maintenance and care effort.vessel safety equipmentvessel safety equipmentSafety equipment used in vessels, including devices such as lifeboats, life rings, splash doors and fire doors, sprinkler systems, etc, and how these must be operated during emergency situations.distribute local information materialsdistribute local information materialsHand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.oversee guest laundry serviceoversee guest laundry serviceEnsure that guest laundry is collected, cleaned and returned to a high standard and in a timely fashion.implement marketing strategiesimplement marketing strategiesImplement strategies which aim to promote a specific product or service, using the developed marketing strategies.provide first aidprovide first aidAdminister cardiopulmonary resuscitation or first aid in order to provide help to a sick or injured person until they receive more complete medical treatment.give instructions to staffgive instructions to staffGive instructions to subordinates by employing various communication techniques. Adjust communication style to the target audience in order to convey instructions as intended.use riverspeak to communicateuse riverspeak to communicateUse Riverspeak to communicate in technical and nautical terms.use different communication channelsuse different communication channelsMake use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.service roomsservice roomsOffer room service and, where appropriate, service public areas, including cleaning surfaces, bathrooms, replacing linen and towels and restocking guest items.assist at check-inassist at check-inHelp guests and visitors with their check-in and show them their accommodation.identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.perform small vessel safety proceduresperform small vessel safety proceduresImplement emergency measures of health care to sick and injured on board, according to established procedures to minimise potential injuries or illnesses.show intercultural awarenessshow intercultural awarenessShow sensibility towards cultural differences by taking actions which facilitate positive interaction between international organisations, between groups or individuals of different cultures, and to p...manage lost and found articlesmanage lost and found articlesMake sure that all articles or objects lost are identified and that the owners gets them back in their possession.prepare mixed beveragesprepare mixed beveragesMake a range of mixed alcoholic drinks, such as cocktails and long drinks and non-alcoholic drinks according to the recipes.assist clients with special needsassist clients with special needsAid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.implement sales strategiesimplement sales strategiesCarry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.prepare simple meals on boardprepare simple meals on boardPrepare simple meals using healthy ingredients; work hygienically.read stowage plansread stowage plansRead and comprehend content of stowage plans to stow various types of cargo.maintain stock supplies for guest cabinmaintain stock supplies for guest cabinKeep supplies of toiletries, towels, bedding, linens and manage supplies meant for guest cabins.perform services in a flexible mannerperform services in a flexible mannerAdapt service approach when circumstances change.maintain vessel safety and emergency equipmentmaintain vessel safety and emergency equipmentMaintain and inspect all safety and emergency equipment such as life jackets, inflatable life rafts, flares, EPIRB, first-aid kits, AED, skiff emergency packs, emergency flashlights, and hand-held rad...handle guest luggagehandle guest luggageManage, pack, unpack and store guest luggage on request.
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AI Replacement Risk
34/ 100
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