Guests board at 15:00. Twelve of them, three families, a business partner nobody briefed you about, and the owner's mother. Within the first ninety seconds you will greet them, offer them a drink, and start building the impression that lasts for the whole charter. You have not been told anyone's name.
Greeting
- Be ready before they arrive. Uniform correct, hands clean, welcome drinks prepared and chilled, passerelle area clear.
- Greet with eye contact, a warm but composed tone, and the boat's standard welcome. Smile — but do not perform.
- Learn names fast. Repeat a name back when you hear it, write it down the moment you are out of sight, and match names to cabins.
- Offer a welcome drink and a cold or warm towel, according to house standard and the weather.
Forms of address
- Use the form the guest prefers — ask the chief stew or captain what the owner and principals expect before guests arrive.
- Common defaults: "Sir" / "Madam", or Mr / Ms + surname. First names only when invited.
- Never assume relationships, marital status or roles. "The gentleman in cabin four" is safer than a guess.
- The owner may be referred to internally as the principal or by an agreed code; charter guests are treated with identical standards.
- Address children by name, politely, and speak to them directly — but check with the parent before giving them anything.
Anticipatory service
The definition: the guest gets what they want before they ask.
| Observation | Anticipatory response |
|---|---|
| Guest returns from a swim | Towel, water, sunscreen within reach |
| Guest takes coffee black, twice daily | It arrives black, unasked, by day two |
| Guest keeps checking the sun | Move the umbrella, offer shade |
| Glass at one-third | Top it up before it empties |
| Guest looks cold on deck at sunset | Blanket, and a warm drink offered |
| Guest is on a call | Give them space; hold the service |
Anticipation is built on observation and notes, not on guessing. Keep a running preference log and share it with the interior team.
Discretion
Discretion is the non-negotiable core of yacht service.
- What happens onboard stays onboard. Guest names, conversations, health, relationships, business and photographs are confidential.
- Never post about guests. No photos, no locations, no "guess who was aboard". Most contracts and NDAs make this a dismissal offence and it can be a legal one.
- Do not join guest conversations unless invited, do not repeat what you overhear, and do not comment on other guests.
- Move quietly, be present without being visible, and give guests physical and social space.
- Guests may treat you as invisible. That is not rudeness — it is the service working.
Onboard Notes
- Never lie to a guest to cover a delay. Give a short honest reason and a solution.
- Never say "no" flat. "Let me find out" or "I'll speak to the chief stew and come straight back" keeps the door open — then actually come back.
- Read the mood of the group before you speak. Some tables want conversation; most want service and silence.
- Your face is part of the service. Whatever is happening in the crew mess stays behind the pantry door.