Is it the crew's job to be "Happy"???

[SeagoingMom]

In a recent poll --- 6 out of 7 Dwarves are not Happy ;)

And one out of seven is...Grumpy!

[SeagoingMom]

I can't remember how many cruises I have been on but I have never encountered a crew member that to me, was "unhappy." In fact, just the opposite. Frankly, I think the eye is in the beholder! If you are unhappy then everyone you encounter is going to be unhappy imho. I should also add that if you meet one SOB, it's them. If everyone you meet is an SOB, then you better find a mirror.

Good for you! We encountered unhappy crew members on our recent Caribbean Princess cruise. We encountered crew members (our cabin steward, for example) who looked unhappy, sad and bored. We passed many a crew member here and there on the ship who did not even look up and nod or smile as we passed, never mind a friendly greeting. We were served by a crew member at lunch who told us in no uncertain terms how unhappy he was and how he could not wait to retire and get off the ship!

 

This cast more than a "minor" shadow over my cruise vacation, as I am the sort of person who when I meet unhappy people, I try to see if there is anything I can do to make them feel better. So I spent a lot of time in "sympathy mode," making an effort to lighten the load of crew members, but of course feeling frustrated that there was nothing I could do except listen or nod and smile to them whether they nodded or smiled back. I began to feel that I was trying to do the job that Princess or the administrators on the ship should have been doing. It was not a happy vacation for me because of this. And no, I did not need a mirror, as I had myself been happy until I began to be influenced by the general atmosphere onboard.

 

So it does happen.

[evandbob]

Carnival still has the reputation of a "FUN" cruise (FTTF) so it's employees should follow the corporate lead and at least pretend to be occasionally smiling, and most of them do.

 

However, in times of trouble, like the cyclone that hit the Phillipines, we cruisers should be aware that home issues may be weighing on some of the staff. And we should never be condescending or demanding or cruel (yes, I have witnessed it) to staff who work 16 hours out of 24 in a day.

[SeagoingMom]

You know, I have been a member of this board for over 2 years. This was my FIRST cruise. I went into it from expectations from THIS board. But god forbid, it didn't live up to that, it is all my fault, because I didn't research, I am a sour puss, I want my A$$ kissed whatever. If you make a thread about something I said, get the damn thing right. Now all you people can rip me to shreads, because I am done here. Completely done.

Though you express yourself a bit strongly for my taste, I totally sympathize with your point of view. I read the thread where you reviewed your Fantasy cruise out of Charleston, and certainly there were responses that did seem to "blame" you for having a negative impression of your cruise. Some even tried to do some math for you, explaining that because you enumerated more positive aspects than negative, you naturally should have had an overall positive feeling about your cruise. Of course, it doesn't work that way!

 

I understand totally how one's expectations can lead to disappointment. It happened to me on my first cruise (Celebrity Infinity, 2006), and happened to me on my latest cruise (Caribbean Princess, 2014). I acquired most of my original expectations from having watched, from my youth, films and TV shows set on cruise ships, and reading books and magazine articles about cruising written by "experts." Since my first cruise, Cruise Critic (and, of course, my own experience) has had a lot more influence on my expectations. I believe unfulfilled expectations (realistic or not) are the number one reason cruisers (novice or experienced) feel negative toward a cruise.

 

That being said, I have also learned that I cannot blame my disappointed expectations on folks whose communications I allowed to influence those expectations. Everybody has their perspective, and I have to ultimately "own" my expectations and the consequences of them. I have also learned that any initially negative reactions I might have to my cruise can soften or fade over time, and my recollections of cruises become more positive as time goes by. Perhaps this will happen to you as well.

 

I have also learned that I cannot expect to be 100%, unequivocally understood by other posters on Cruise Critic, no matter how plain my language seems to me to be. Cruise Critic is chock full of examples of honest misunderstandings (at best) and sheer hatefulness (at worst). Perhaps ultimately it should not matter to us at all what other CC posters think of us or what we have posted, as in most cases, we are total strangers to each other. But still, we do care. If we did not, we would not post. That is the irony of Cruise Critic!

[okgirl]

I expect the crew that I encounter to be pleasant and a good representative of Carnival.

 

By that I mean, it's okay if they don't stop what they are doing to come into the hall to speak to me. I'm not bothered when they don't know my name.

 

When ever I encounter any crew members on the ship if they make eye contact with me I smile and usually speak first with just a quick hello. If there is a group of crew walking past, I don't usually acknowledge them unless they do me.

 

The only time I've felt that the anyone on the ship was less that polite or pleasant was on the Sunshine during Brunch or even YTD in the evening.

 

On two occasions we were seated at brunch by a hostess who just walked up to a multi top table that was empty and just stood there looking out over the dining room. I thought she was looking for our table number, when she finally looked back at us without speaking I said "are we suppose to sit at this table", she said "yes" but made no attempt to pull out a chair or anything. We sat down and she laid the menus on the table and walked off..............this happened again with the same person the next day.

 

One evening we were seated at a 4 top by ourselves in a section we had not eaten in that week. Our head waiter, walked up to the table with his order book in his hand and as he gazed out over the dining room finally said "what do you want".........never another word, he didn't even take the menu's when offered up to him he simply walked away.......never making eye contact, no smile no nothing, just staring blankly out over the rest of the dining room.

[srlafleur]

Nope, I don't expect "happy". When walking down the hallway, I don't even expect to be acknowledged in any way, unless I say hello first, but I have to say, the occasion is rare indeed that I haven't had a staff member be the first to smile and say "hello".

If the work is done well, unobtrusively, and without rudeness, I'm perfectly satisfied. If pleasantries are exchanged, nice. If someone knows my name, very nice. I notice if it happens, but I don't notice (or care) if it doesn't.

 

Perhaps I have low expectations, but simply pleasant is fine with me...

[NEWORLEANSCRUISER1]

I totally agree with this. If you have a job where you deal with the public, you need to have a smile on your face when you are engaging with people directly. You need to leave your personal business and feelings out of your job. There is nothing worse to me than having someone wait on me or check me out at the store, etc. and not acknowledge my existence. You don't have to chat me up, but I do expect at least a smile. If you're having a bad day...you need to keep it to yourself and treat people with courtesy nonetheless.

 

If you're not polite to me it is going to affect your tip if you are in a position that encourages them. Like I said, I require nothing more than a smile or a polite nod of the head to let me know you're aware that you are are dealing with a person and not a robot.

 

Walking around a cruise ship looking like you'd rather be somewhere else or looking like a "sad sack" is not appropriate for cruise employees.

 

I cruised in 2012 at spring break right after my youngest DB passed away. I had to go on the cruise because it was paid for and it was my DS's and his friend's spring break. They were looking forward to the cruise as were I and my DH. Even though I would have rather been somewhere else. I still smiled at everyone and carried myself in a manner that encouraged people to interact with me. I was involved with many people on that cruise, including our table mates. No one even knew, unless I told them (as I did my table mates), that I had just lost someone I dearly loved. I did this and I wasn't even an employee on the ship. Why bring others down with my problems?

 

If you can't keep your personal business and feelings separate from your job...you shouldn't be doing that job. If you're in a service-type job, you need to treat people in a manner that would make them want to return to that cruise, restaurant, club, etc. If I were an employer there would be no excuse for any employee of mine not being at the top of their game while on the job.

 

That's JMHO.

 

Agree!!

[PhoenixDawgCruising]

You know, I have been a member of this board for over 2 years. This was my FIRST cruise. I went into it from expectations from THIS board. But god forbid, it didn't live up to that, it is all my fault, because I didn't research, I am a sour puss, I want my A$$ kissed whatever. If you make a thread about something I said, get the damn thing right. Now all you people can rip me to shreads, because I am done here. Completely done.

 

I don't see anyone "ripping you to shreds" here. I simply found what you said to be so different from something I would say or think, and I wanted other opinions on the issue.

 

Once you post something, you have no control over what responses your post will get, good, bad or otherwise. I don't have a problem with you feeling that the crew was unhappy, I just think it's odd that such a fact, true or not, would affect YOUR vacation.

 

Personally, I don't care what anyone is feeling or thinking on that ship EXCEPT for myself and the people I am travelling with. Nobody else is my responsibilty or my concern.

 

It's the same line of thinking, to me, with people who allow what a stranger is wearing in the DR to affect THEIR MEAL. My steak is either good or it isn't, the fact that Billy Joe Bob and Peggy Sue at the next table are wearing cutoffs and beaters won't make my steak any better, or any worse.:p

 

Nobody attacked you here, I just started a thread based on your observation, because I wanted to know how others felt about it.

 

And FYI, quite a few posting here actually AGREE with you.

 

Chill out. And if you plan to keep posting here, you might want to work on thickening up your skin a tad-this is nuthin'!!!!:eek:;)

[Warm Breezes]

I don't expect happy all of the time. After all we are all humans with human emotions. Seeing happy all the time is a bonus but not required for my enjoyment of a cruise. I've seen some unhappy employees who didn't seem to really want to be there but they were doing their job just fine. While we may make a comment to ourselves, it didn't negatively impact my enjoyment of a cruise...just evoked some empathy from me.

 

But I also do not expect rude at any time. There is big difference between unhappy and rude. I've run across a couple rude employees and they did make a negative impact on my enjoyment of a cruise. As for room stewards/waiters calling us by name, I'm guessing after 12 cruises we are about 50/50 in that department. Again like "happy" it was a bonus for us if they knew our name but not required for our enjoyment of our cruise.

[Andoria]

I expect anyone in customer service to be upbeat and friendly at all times. I am always friendly to the staff. My last cruise on the Imagination I had just sat down at the casino bar and ordered a drink. I exchanged pleasantries with the bar server and asked her how her day was. The first thing she tells me is how she doesn't like her boss and how he wasn't nice. I was shocked. She definelty did not need to be in a customer service job. My worst cruise as far as bad customer service has to go to NCL though. Out of all the staff I met on two different cruises only a few were even remotely friendly.

 

 

Bar tenders telling you their problems is the worst. I had a bar tender go on and on about how overworked she was. I was out to have a good time and frankly I have my own problems that I wanted a vacation from.

Edited April 23, 2014 by Andoria

[Bobby_Mac]

If I encounter a crew memeber that may not be cheerful, I try to be nice and say hi. I have bad days at work too. For all I know, they could have just dealt with a rude, inconsiderate, or demeaning passenger and haven't recovered.

 

The crew memebers are human and they can have crappy days or have an issue at home that is thousands of miles away that they are concerned about.

[Big_G]

Bar tenders telling you their problems is the worst. I had a bar tender go on and on about how overworked she was. I was out to have a good time and frankly I have my own problems that I wanted a vacation from.

 

We had a cabin steward like that once. He kept on cornering my wife and whining about the tipping system. She got mad at me because once I just walked away from the conversation and once I guess I had this pretty obvious smirk on through the whole thing. She said I was being rude. The worst part is he did a great job on the cabin. We had prepaid grats so we just didn't tip any extra. If he did a crap job, I think we would have reported him.

[Andoria]

We had a cabin steward like that once. He kept on cornering my wife and whining about the tipping system. She got mad at me because once I just walked away from the conversation and once I guess I had this pretty obvious smirk on through the whole thing. She said I was being rude. The worst part is he did a great job on the cabin. We had prepaid grats so we just didn't tip any extra. If he did a crap job, I think we would have reported him.

 

 

LOL I do the same with smirking and walking away. I really don't care if I'm rude. I'm sure they can find someone sympathetic to listen to their problems.

[Beachdude]

I think all workers who serve the public should at least be at least pleasant. They can certainly set the mood of the situation as well as the whole ship. Greeting folks with a smile starts everything from the moment in a positive direction.

 

Burt

[AmberCascades]

On our last cruise my husband told the guy cleaning the stairwell that he looked so happy. The crew member replied "a smile is part of our uniform". My husband loved that. Of course, he's always happy and smiley himself so I think he brings that out in some people. He's the one walking down the hall saying good morning or good evening to everyone he passes (crew and pax alike). I hope the crew will be pleasant to me, as I am to them. We are all human though and it's good to treat everyone as one would like to be treated themselves, and understand that not everyone can be "on" at all times.

[Big_G]

LOL I do the same with smirking and walking away. I really don't care if I'm rude. I'm sure they can find someone sympathetic to listen to their problems.

 

Unfortunately it was my wife. :rolleyes:

[meatloafsfan]

I don't think that they need to be "happy" all the time (I mean, how many of us are - even those who deal with the public all day). I expect that they will be efficient and do their job well and not be miserable.

 

I don't think there's really any reason for complaining (it's one thing to over share - talking about how they miss their family, how their day is going) but to complain all the time - that's not okay in my book.

 

We once has an assitant server on Disney Cruise Lines who complained constantly that she was sea sick. Through 2 hours of dinner every night of the cruise, every time we saw her it was always, "I feel so sick" "this is so terrible" "how can anyone eat, don't you feel sick like me?" "I feel awful", etc. I get mentioning it once or twice but 20 times a night, every night for 7 nights was a little much. I even suggested sea sick medicine, green apples, gingerale, etc and still, every night, "I feel so sick".

[IPlayWithString]

I was on the NCL Dawn last August and a lot of the crew didn't seem happy. It did cast a minuscule shadow.

 

My needs are few and I don't expect the crew to be my BFFs. Also, I'd be terrible working in the service industry so I get that their jobs must suck.[/quote]

 

Hehe, yeah, me too, I'd last like a day. Then somebody would say something crazy to me and I'd take offense and that would be that.:D

 

I worked in retail and customer service for about 10 yrs before I became a stay at home mom and my husband's worked in retail for almost 20 years now. It takes a special kind of crazy to be able to put up with what people can dish out every single day. Retail/cust svc will chew you up, spit you out and then give you an evil grin as it begs you to come back for more. You almost have to be some kind of glutton for punishment.

[alreadypacked]

No I don't expect them to be happy. I do appreciate those that do seem to be happy with their jobs and it shows on their faces but as long as they do their job well I don't really care. Most that I have seen onboard any of the ships I have been on do seem to be happy. There are some that don't. There are days when I am sure I don't look happy with my job either.

 

I think some expect to become "friends" with their servers and stewards and think they should carry on conversations. I expect them to acknowledge it if I speak to them first with just a Good Morning or Hello in a hallway but not to carry on a cheerful conversation. Most just smile and return a greeting and to me that is all that should be expected.

 

On some cruises our stewards have been very friendly, asking about our port days, etc. and some just nod as we walk by. As long as they do their job well I consider everything to be good.

 

This!

[alreadypacked]

another angle to this is what was that poster's attitude towards the staff? Was the poster friendly and cheerful, or a glowering sourpuss?

 

Our own demeanor often strongly influences the demeanor of the people around us.

 

Very true! I have worked in the service industry and believe me it is a lot easier to give cheerful service to friendly and courteous customers. Hospitality and service workers are people too and some customers seem to forget that.

 

When I worked in the industry, I saw customers who treated staff members like dirt under the carpet--extreme rudeness, no please or thank you's, no or low tips ($2 on a $100 bill), writing snarky or hateful remarks on the credit card slip in place of a tip, etc.

[alreadypacked]

You know, I have been a member of this board for over 2 years. This was my FIRST cruise. I went into it from expectations from THIS board. But god forbid, it didn't live up to that, it is all my fault, because I didn't research, I am a sour puss, I want my A$$ kissed whatever. If you make a thread about something I said, get the damn thing right. Now all you people can rip me to shreads, because I am done here. Completely done.

 

:confused: Are you certain the OP is referring to your review?

 

OP didn't give the reviewer's screen name, ship, saildate or any such specifics as far as I could see.

[Tammycm]

Here's my 2 cents. I have worked in retail and customer service positions for over 20 years now. I find that the most successful employees are the ones that seem happy all the time. I know no one is happy all the time, but the whole world does not need to know it. I have a coworker that found out her best friend (since she was 5 yo) was sleeping with her boyfriend! She came to work the next day and not one customer knew she was anything but happy! She is an amazing woman, but still with devastation in your heart like that and being able to serve with a smile, she deserves a medal! We work at the service desk, so we get to hear a lot of complaints. We have some very rude, hateful customers. We deal with it with a smile. It is part of the job. I've been yelled at, threatened, even had things thrown at me, but I love my job. I have customers that come in often and I know their names, and a little about their lives. I have a terrible memory but it is important to be friendly and happy when dealing with the public. Yes our break room is filled with stories of rude or stupid customers, but it stays away from the customers. I think I would be like the poster that said she was trying to help the staff be happy. I would probably go into work mode and try to please them. 😊

 

 

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[mrsglovesapg]

I have worked in the hospitality field for about 12 years. It is my opinion, that if you chose to work in this field, it is an unspoken part of your job responsibilities to smile and acknowledge the customer. I have worked upwards of sixty grueling hours in a week and I still muster the energy to smile and great customers in a friendly way. It is not their job to be happy but it is their job to make me as a customer feel like my being there isn't an unknown form of torture!

 

However, I do understand that everyone can have "off" days or have extenuating circumstances. It is their responsibility to make it work.

 

In my experience, 90% of the workers that I have come into contact with on a cruise ship always acknowledge me by name or a simple hello, how are you, have a good day. I also expect that if I smile at you, I will get one in return. I always am polite and acknowledge them so I expect nothing less in return.

[SeagoingMom]

LOL I really don't care if I'm rude.

If pax have this attitude, what should they expect from the crew? If we expect hospitality workers to be pleasant, we should hold the same standards for ourselves. It's common courtesy.

[chengkp75]

Wow, refreshing to hear that its not just the US crew on POA that are complaining to the guests.

 

As a poster said, if they can't separate personal life from professional life, they need to get a different job. That's easy for someone who has not walked in their shoes to say. Do you live where you work? Can you only intermingle with your fellow employees after hours? Do you go away from home for 10 months at a time? I had some crew who stayed onboard for 3 contracts (30 months straight) in order to make enough money to go home for a few months. Crew life is difficult, everyone has bad days. How many family birthdays, weddings, funerals, or just holidays have you missed over the years?

 

I know at NCL, that the crew is told NOT to become too chatty with the guests. If asked a question, even a personal one, answer it, but don't ask personal questions back, and don't get into long conversations. It shows the innate friendliness of much of the crew that they disregard these instructions and become "friendly" with the guests.

 

The crew are from many different cultures and ethnicities. These cultures handle difficulties in different ways, and no amount of cruise ship training will override this.

 

Admittedly, it is bad form to complain about personal problems and wages, and working conditions to the guests, but I believe these are in the minority, and will normally be weeded out by their supervisors hearing about these incidents.

 

No, the crew's job is not to "be happy" (unless they are Jamaican :D). Remember, if it were easy, it wouldn't be called "work", and if it was fun, the crew would have to pay to do it. As Tapi said: Courteous, polite, professional, and approachable. To that I would add; helpful.

 

The cruise director's staff is paid to be happy.