And the debate rages on….

I’m talking tips.

I was talking to some friends and family recently who are regular cruises and wanted to know their opinions on whether they prepay their gratuities, or pay as they go, and their feedback was very interesting and divided!

One said they just pay whatever the cruise company pre-set, and then dont worry about tipping when they are onboard.  They assume that all staff from the cleaners, waiters, kitchen staff etc, get an equal and acceptable amount.  Whereas others are quite adamant that they pay as they go, and will only tip those members of staff who go the ‘extra mile’, over and above their paid duties.  Although when they visited the USA recently and didnt leave a tip as they felt the service provided didnt warrant one, they were followed out of the restaurant by a waiter asking if there was a problem?? Outrageous!

This sparked a mini debate between the 2 couples, as to whether all cruise staff actually get a percentage of tips, and if so how much?  Is is hierarchical? Is there a set amount depending on your position?

Some tip at the start of the cruise as they believe they are guaranteed good service from their cabin steward, waiters, bar staff etc, whereas others say that its a form of bribe, and that the staff should provide a high level of customer service regardless of whether they are prepaid their gratuities, or rely on cash tips!

My view?

Well, I believe that you should only receive a tip if you have gone beyond what is expected of your job description, if you show a high level of customer service.  Now… without blowing my own trumpet (which is exactly what I am going to do!)

I believe that I give exceptional customer service to all my clients.  I do it because I have a passion for my job, and want to ensure I give the best value for money, advice, information, etc I can to ensure each and every client feels listened to, and secure in the knowledge that they can call/email me with whatever questions they need answering and I’ll be happy to help. Thats how I would like to be treated, so why not treat people the same way?

It helps that the company I work for is extremely supportive of its staff, are very motivational, helpful, and knowledgeable, which makes me feel valued as an employee.  It has an excellent reputation within the industry, and has a high level of retention of staff.  Always a good measure……

My point is this:

I know industries are different, and the service industry in particular is very reliant on tips.  But what I totally disagree with is that employees in this industry, whether working on a cruise ship or not, have to rely on tips to top up their low wages.  I think the cruise companies should be completely transparent with their tipping policies, (who gets what and why) but more importantly, pay their staff a decent living wage!  This would lead to staff retention, motivated, driven staff who want to ensure you get the very best service they can give!  And if they’re motivated and happy in their working environment, they will go that ‘extra mile’ more and more often.  And what a feather in the cruise company’s cap to have an increase in positive feedback, increased business, more profit, and happy staff! Think of the publicity!  Afterall, its an extremely competitive market out there, and seasoned cruisers are very savvy.

I cant see it happening any time soon however, as the large international companies are all about profit and have to answer to shareholders. Employees are 2 a penny and easily replaceable in my view, and its all about the bottom line.  Shame.  So in the meantime, I will pay as I go regarding gratuities, and I believe that if we all adopted this view, the cruise companies would have to sit up and listen and perhaps change their policy – what do you think?