Customer service

Company

Mariposa Cruises is one of the largest hospitality cruise operators in Canada which was established in 1987. This company has six boats - two of them are the largest in Toronto harbor.

Introduction

Mariposa Cruises is a fast growing cruise company which operates a wide range of boats that are completely different from each other. The ship names, as follows, Mathew Flinders, Northern Spirit, Oriole, Klancy, Showboat and Rosemary. The biggest are Mathew Flinders and Northern Spirit and they can carry over 575 people on board. When working on the big ships, an employee has to pay a lot of attention to details and watch everybody following safety rules. The company operates very well and there is a huge opportunity for career growth. In example, our operating manager has started as a bartender at Mariposa eight years ago, and on his third year he already became a cruise manager. This way, being loyal and responsible worker it is possible to reach your goals in a short period of time. As for me, I started to work as a banquet server on dinner and lunch charters. Being a banquet server on a ship is very tough and challenging. There are four decks and the kitchen is located on the lowest deck. For example, if we have 500 people on board it is getting very busy because guests are having their meals on the main deck, upper deck and outer deck. The dirty china, cutlery and the glassware are everywhere. We clear tables and collect everything in the large racks on the upper deck. When there is no more room to put dishes in the racks, we have to carry all of it to the lower deck by hand to get it washed. After the guests leave our ship, we are changing garbage, carrying empty beer bottles on a track, and getting prepared for the next event which means changing the floor plan, moving tables and chairs, linen, and polish cutlery and china. Some ships do not have a dishwashing machine, so we carry boxes full of dirty dishes and cutlery to a larger ship. However, I am always happy to come back to work because we are all like a big family helping each other.

Goals

1. Succeed in my career

2. Become an inherent part of Mariposa team

One of the main goals is to succeed in my career experiencing each stage and getting enough knowledge to move forward. To reach this goal I have to be productive and responsible, patient and strong, positive and creative. I am trying to work hard because it always feels so good if I have done something well. The fact that my manager praises me, makes me to accomplish more and work even harder. In example, a few days ago I was working on a ship called Showboat. There were over 80 people on board and I was working alone as a server and had to deal with many details. By the end of the day, our cruise manager went to check the galley. When he came back he told me that I did a great job, and he has never seen the galley so clean and organized. The situation made me feel like I am an important part of the whole mechanism and can do something better that others. Each day we have to make small steps to become a better worker, a better person to bring something new.

One more goal I had to accomplish was to become an inherent part of Mariposa team. It was very hard for me because I was new to the company and it was my first serious job. Because of the fact that I received my work permit later I did not know everyone, while all the employees already became friends. To break the ice, I tried to meet everyone personally and introduce myself in a friendly manner. Moreover, on the second day I suggested a new strategy on how to clear the tables so it will be more organized. It was a small plan, but a big step for me. My decision did work and all the servers were happy about it. That is how I got familiar with the crew and we have become a family.

Customer service

Quality of Service

Mariposa Cruises cares a lot about its guests providing an exceptional customer service. They do everything that is possible to meet guests’ expectations. The company’s mission statement speaks for itself:

“We are a team of professionals passionate about delivering the highest levels of quality and service to our guests who come to us from all over the world. We are the largest hospitality cruise company in Canada operating a fleet of distinctive ships from the heart of Toronto’s Harbourfront.”

Specific Example of Service Provided

Last year Mariposa almost lost one of their loyal customers. This season the company got a revenge and had to do everything not to lose the client. It was a huge event, and everyone did their best. When the guests came, the first thing they wanted to change was the floor plan. Moreover, they asked to move the DJ boost on the outer deck (the problem is that managers usually do not change the floorplan because it ruins the schedule.) This time our operating manager did everything to satisfy the client despite the fact that it was difficult. At the end, the guests were surprised by the quality of the service, caring, and delicious food provided by Mariposa.

Added or Detracted?

In my opinion, the customer service in Mariposa Cruises is added. The company provides excellent quality of food with vegetarian, gluten free, and halal meal options. Moreover, we care about our clients and provide them with everything they need to be happy.

Works Cited

1. "HT2010: Local Information." HT2010: Local Information. N.p., n.d. Web. 30 Sept. 2015.

2. "About Us - Mariposa Cruises." Mariposa Cruises. N.p., n.d. Web. 30 Sept. 2015.

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