HIRING THE BEST

[HostDave]

Operating a riverboat involves mastering a number of tasks. The décor, design, cuisine, entertainment, itineraries and shore excursions are key components, of course. But the element that truly elevates an American Queen Steamboat Company cruise is our staff. Since our riverboats were built in the United States, they can proudly fly the American flag and that also means we employ American crews. But finding just the right people to serve aboard the American Queen and the American Empress is, perhaps, our greatest challenge.

We’re delighted to say that of all the comments we receive from our guests, praise for the talent, enthusiasm, kindness and professionalism of our staff is among the most-mentioned attributes. Foreign-flag, ocean-going cruise lines have argued that finding a motivated, skilled American crew is too difficult and, as a result, register their ships in other countries. There is only one major cruise ship registered in the United States and in its early years, the onboard service was one of that company’s biggest challenges.

Quite frankly, we don’t understand why. When we introduced the American Empress a month ago on 9-day Pacific Northwest cruises along the Columbia and Snake rivers, we had a wealth of applicants eager to provide friendly, smiling service. We also knew that continuity of procedures was paramount, so we transferred a number of staff from the American Queen to the new American Empress to ensure a smooth introduction into service. Even so, we still had to hire a number of people. About half the crew on the American Empress was newly hired and then we had to backfill the positions on the American Queen with a few new hires as well. When you go from having one vessel to two, that can seem like a big leap if not managed properly and we’re gratified that the transition has been incredibly smooth.

In part, that’s because when we were hiring American staff for our expanded operations, we didn’t simply create job descriptions and hire those people who were a match. To do so might, in theory, ensure a good fit but as anyone who has hired employees or managed a team of people knows, what’s on the resume doesn’t necessarily reflect what’s in the heart and in the mind.

Instead we first look for intangible skills, knowing that some jobs on board can be taught while a good attitude, self-motivation, creativity and communication skills cannot. You either have them, or you don’t.

The safety, comfort and enjoyment of our guests are our top priorities and anyone who interacts with those who have paid their hard-earned money to spend their vacations with the American Queen Steamboat Company deserve to be served by someone who wants to be there as much as they do. We seek out applicants who have a light, uplifting, friendly and warm personality. If they can’t smile during an interview they probably won’t be smiling on board the American Queen or American Empress. A positive attitude is contagious and if a guest is experiencing a problem, not only does our staff need to rectify the issue immediately, they need to do so in a way that our guest feels happy, cared for and important. During the course of normal service, such as attending to diners, cleaning and turning down a stateroom for the evening or escorting a shore excursion, the personality of our staff frames the experience. A happy crew means a happy cruise.

No enterprise, especially the operation of a riverboat, can run smoothly without rules. Though we look for people who can follow rules, we’re also keen to hire people who are self-motivated. Guests expect our staff to anticipate their needs and if a crew member is sitting around waiting to be told what to do next, that’s a waste of time that could be spent actually serving our guests. Our crew is employed for their eagerness to please and desire to go that extra mile, whether it is running down three decks to fetch an iced tea for a guest on deck or turn down the bed each evening at a time and in a manner that reminds the guest of his or her home.

Of course, part of that ability to be self-motivated requires a healthy dose of creativity. If a staff member cannot look at new solutions to old challenges, then the level of service remains the same and is never elevated. Fortunately, we have some immensely creative people, both serving aboard our riverboats as well as working in our Memphis headquarters. As a result, the introduction of the American Empress was even smoother than the introduction of the American Queen in 2012. That also means that the overall level of service aboard both vessels in 2014 far exceeds that which was available on just one boat two years ago.

Naturally, all our staff must have excellent communication skills. It’s not just enough to do what a guest wants; our crew must be able to immediately acknowledge any request, explain how they will fulfill it, and then do so with efficiency and a smile. But that’s all part of the culture here at the American Queen Steamboat Company. Even if a potential employee has all the skills described above, if they can’t become a part of our service-oriented culture, then they just aren’t the right fit for us or our guests.

If an applicant possesses all the skills above, only then do we even consider if they have the relevant experience of serving customers in an upscale, elegant yet comfortable and casual environment. In today’s online-focused world, too many companies hire people based upon an electronic resume. Not enough take the time to qualify a person’s attitude, ethics and motivation to determine if they’re a perfect fit.

Our greatest resource is our people and we take great pride in building not just a team but a family. After all, we’re not just welcoming guests to a riverboat, we’re inviting them into our floating home.