15 Golden Rules

Skipper Standards

  1. Safe navigation always: Prioritize safety, weather awareness, and regulations. 

  1. Professional guest experience: Deliver a smooth, enjoyable, and memorable journey. Double check booking details with the hospitality team for catering specifics. Aim to create experiences through storytelling. 

  1. Vessel presentation excellence: Boat clean, organized, and fully prepared. 

  1. Clear safety briefing: Inform guests confidently before departure. 

  1. Discreet & attentive service: present, helpful, and respectful of guest space. 

  1. Route & area knowledge: Share insights and enhance the guest experience. 

  1. Calm problem management: Handle changes or issues with confidence. 

  1. Equipment & safety checks: Ensure all equipment is functional and compliant. 

Global Standards

  1. Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.

  2. Eye contact: Maintain natural, confident eye contact to show presence and respect.

  3. Smile and say “bom dia”: this is our meaningful warm interaction towards all.

  4. Body language: Upright posture, calm movements, and composed, confident presence at all times.

  5. Interaction/Engage with guests: identify golden nuggets and gather feedback.

  6. Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"

  7. Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”