b'Photo by Kammeran Gonzalez-Keola from PexelsFOGHORN FOCUSDe-escalation TrainingWhy its Worth Adding to Your Employees Training Regimen BY CAPTAIN MIKE McELROY A s PVA members we strive to provide the safest and mostasked guests to keep hands inside the rails, please stop doing your memorableexperienceforourguests.Asapartofthebest titanic pose on the prow, please put on your mask, or stop hospitality industry, we all have established a baseline forstanding on the mahogany bench seats? Probably as often as watch what our guest experience should be as we adapt to the ebb andyour step. Communicating that you care should be at the heart of fl every guest interaction and it is best received when the guest is notow of our patrons expectations. We love repeat business but realize that our guests are truly a never-ending procession of strangers whoupset, distracted, or feeling threatened.have a broad spectrum of temperament when they fi nd themselves inlessthandesirablesituations.WestrugglewiththefactthatOurfront-of-the-houseemployeesanddeckplatecrewhavean ourguestsexpectationsarealwaysinfl ux.Thisisparticularlyinteractiverelationshipwithourguests.Theyarechargedwithtruewhenourguestsarerunninglate,maintainingourpatronssatisfaction triggered,stressed,embarrassed,orevenand assuring that our safety policies are overserved.WecarefullymanagetheseTo de-escalate anothermaintained by using announcements, guestservicechallengeswithasmileperson, you must appearverbalguidance,andremindersto butsometimes,justlikethewatersweourguests.Duetothedesignof operate in, things can get a little bumpy oropen-minded andourpassengervesselsandthrough downright combative. maintain as many clearthecompanysowndiligence,most potentialhazardstoourguestsare We know that balance between safety andlines of communicationidentifi ed and assessed then ultimately guest satisfaction is difficult to maintain.as possible. mitigatedthroughengineeringor We want every one of our employees toadministrativecontrols.Withthat be dedicated to an atmosphere of safetysaid, our guests will always still push and security consciousness, but at the same time require of themthe boundaries of their own safety. It is inevitable that an additional the utmost level of guest service and professionalism. We have allreminder or even a reprimand will need to be delivered. Generally, employed those crewmembers that are marquis performers on deck,the public responds well to guidance or reminders when they are during inspections or in an emergency. They are our A team ondelivered tactfully. This is particularly true when the crewmemberdeck but as far as guest interactions? Perhaps there is an opportunityis professional, delivers the guidance with authority, and is polite. for improvement there. The orders they bark comes from a goodAsstatedearliertheimpressionourgustsreceiveisthatweare place, so to speak, but they may appear to be confrontational, sharpreminding them for their own safety. This will only happen if how worded, or even rude to guests when it comes to enforcing policythey say it matches what they say. The message should be: we care or safety measures on board or ashore. How many times have wefor your safety. Communications should be part of guest service FOGHORN FOCUS 8 FOGHORN'