Objectives of the Study
By the end of this unit, learners will be able to:
- Understand and use standard phrases and expressions for greeting and welcoming guests onboard cruise ships.
- Apply proper etiquette and cultural sensitivity when interacting with guests from diverse backgrounds.
- Demonstrate confidence and professionalism in their verbal and non-verbal communication.
- Handle initial guest inquiries and direct them appropriately to relevant services or locations.
- Build a positive first impression and establish rapport with guests to enhance their onboard experience.
A. Vocabulary Building
The following activities are designed to build your vocabulary mastery, especially in greeting and welcoming guests onboard a cruise ship.
List of Important Vocabulary
| Word/Phrase | Explanation |
| Welcome aboard | A phrase used to greet someone joining a ship, airplane, or other forms of transportation. |
| Good morning | A polite greeting used in the morning to wish someone a pleasant start to their day. |
| How may I assist you? | A courteous question used to offer help or support. |
| Dining room | A specific room or area designated for eating meals. |
| Cabin | A small private room for sleeping or staying on a ship, train, or airplane. |
| Luggage | Bags or suitcases used to carry personal belongings when traveling. |
| Refreshments | Light snacks or drinks offered as hospitality during a journey, event, or meeting. |
| Directions | Instructions or guidance to help someone find their way or complete a task. |
| Straight ahead | A phrase indicating to continue moving forward without turning. |
| On your right | A phrase indicating something is located to the right-hand side when facing forward. |
Matching Game
Please draw an arrow to connect the correct English word to the Indonesian word!
| English | Indonesian |
| Welcome aboard | Selamat datang di kapal |
| Good morning | Selamat pagi |
| How may I assist you? | Bagaimana saya dapat membantu Anda? |
| Dining room | Ruang makan |
| Cabin | Kamar |
| Luggage | Bagasi |
| Refreshments | Minuman dan makanan ringan |
| Directions | Petunjuk |
| Straight ahead | Lurus ke depan |
| On your right | Di sebelah kanan Anda |
Fill in the Blanks
Complete the sentences below using the vocabulary words provided:
- “__________ aboard! We hope you have a great time.”
- “Your ________ is located on Deck 7, let me guide you.”
- “Would you like any __________ while waiting for your room?”
- “The ________ is to your left, just past the elevators.”
Listening and Pronouncing Practice
Play the audio, then, practice pronouncing them correctly as you heard from the audio. Listen carefully and practice pronouncing them as you hear from the audio.
- Welcome aboard /ˈwɛlkəm əˈbɔːrd/
- Good morning /ɡʊd ˈmɔːrnɪŋ/
- How may I assist you? /haʊ meɪ aɪ əˈsɪst juː/
- Dining room /ˈdaɪnɪŋ ruːm/
- Cabin /ˈkæbɪn/
- Luggage /ˈlʌɡɪdʒ/
- Refreshments /rɪˈfrɛʃmənts/
- Directions /dɪˈrɛkʃənz/ or /daɪˈrɛkʃənz/
- Straight ahead /streɪt əˈhɛd/
- On your right /ɒn jɔːr raɪt/
Practice saying these words aloud multiple times until you feel confident in your pronunciation.
B. Procedure in Greeting and Welcoming Guests
The following is the procedure in greeting and welcoming guest in a cruise ship
| Procedure | Language Function |
| Greeting the guest. | Using polite greetings based on the time of day (e.g., “Good morning!”) |
| Welcoming guests onboard (e.g., “Welcome aboard!”) | |
| Offering assistance. | Asking how you can help (e.g., “How may I assist you?”) |
| Offering to carry luggage or provide directions (e.g., “May I help you with your luggage?”) | |
| Providing information about the ship. | Giving clear and polite directions (e.g., “Your cabin is on Deck 5, to your right.”) |
| Explaining onboard services (e.g., “The dining room is open from 7 PM.”) | |
| Building rapport with the guest. | Using friendly language to make the guest comfortable (e.g., “I hope you enjoy your stay with us!”) |
| Asking polite follow-up questions (e.g., “Is there anything else you need?”) | |
| Closing the interaction. | Ending the conversation politely (e.g., “Have a wonderful day!”) |
| Expressing gratitude (e.g., “Thank you for choosing to sail with us!”) |
C. Manner
Rules of Manners
In welcoming and greeting guests onboard, it is essential to consider proper hospitality etiquette. The following are some guidelines:
- Maintain a positive demeanor
Always smile and make eye contact with guests to convey a welcoming attitude.
- Speak clearly and confidently
Ensure your tone is friendly and professional.
- Avoid multitasking
While interacting with guests, give them your full attention.
- Be attentive to cultural sensitivities
Use appropriate greetings based on the guest’s background or culture.
- Never rush the conversation
Allow guests time to ask questions or clarify information.
GREETING GUESTS
| Offer a warm and professional greeting, such as: | “Good morning, welcome aboard! How can I assist you today?” |
| “Welcome to our cruise! It’s a pleasure to have you with us.” | |
| Introduce yourself when necessary: | “My name is [Your Name], and I’ll be happy to assist you.” |
HANDLING SPECIAL REQUESTS
| Politely listen to any guest requests: | “May I know how I can assist you?” |
| “I’d be happy to help with that.” | |
| If the request cannot be fulfilled immediately, inform the guest politely and offer alternatives: | “I apologize for the inconvenience. Let me see how we can address this for you.” |
CLOSING THE INTERACTION
| Always thank the guest and wish them a pleasant stay: | “Thank you, and enjoy your time onboard!” |
| “If you need anything, please feel free to ask.” |
D. Samples of Conversation
Audio is available for each of the following conversations.
Please listen to the audio and practice them with your partner!
Sample 1: Greeting a Guest Onboard
Situation: A guest boards the ship in the afternoon.
| Staff Guest Staff Guest Staff | : Good afternoon! Welcome aboard the Pacific Voyager. My name is Anna. How may I assist you today? : Good afternoon, Anna. I’m looking for my cabin. : I’d be happy to help. May I know your cabin number? : It’s 305. : Your cabin is located on Deck 3, just to your right. Allow me to guide you there. |
Sample 2: Assisting with Directions
Situation: A guest is looking for the dining room in the evening.
Guest : Excuse me, could you please direct me to the dining room?
Staff : Of course! The dining room is on Deck 5, straight ahead, just past the elevators.
Guest : Thank you so much!
Staff : You’re welcome! Enjoy your meal.
Activity Questions:
- What is the situation in Sample 1?
- How does the staff assist the guest in Sample 2?
- Why is it important to introduce yourself when greeting guests?
- List two phrases used to offer assistance.
- Why is smiling important when interacting with guests?
Sample 3: Assisting a Guest with Luggage
Situation: A guest arrives onboard with several pieces of luggage.
Staff : Good evening, welcome aboard the Pacific Voyager! My name is John. May I assist you with your luggage?
Guest : Good evening, John. Yes, I have quite a few bags here.
Staff : Certainly! I’ll take care of those for you. May I know your cabin number?
Guest : It’s 504.
Staff : Great! Your cabin is on Deck 5, toward the front of the ship. I’ll guide you there with your luggage.
Guest : Thank you so much for your help!
Staff : You’re very welcome! Please let me know if there’s anything else I can assist you with during your stay.
Activity Questions for Sample 3:
- How does the staff greet the guest in this situation?
- What does the staff offer to help with?
- What polite language is used when offering assistance?
- Why is it important to confirm the guest’s cabin number before proceeding?
- List one way the staff ensures the guest feels welcomed and supported.
E. Check your Understanding
Please do the following exercises to confirm your understanding. When you have difficulties, please ask your teacher.
Create Your Conversation
Please create a conversation based on the following situations. Use polite and professional language as practiced in the samples.
Situation 1:
Mr. Robert Lewis has just boarded the cruise ship. He needs help locating his cabin and understanding the ship’s dining options.
Conversation Example:
Staff : Good afternoon, welcome aboard the Pacific Voyager! My name is Sarah. How may I assist you today?
Guest : Good afternoon, Sarah. I need help finding my cabin, and I’d like to know about the dining options onboard.
Situation 2:
Ms. Olivia Green is a first-time cruise guest. She arrives at the reception desk and asks for guidance about entertainment activities available onboard.
Conversation Example:
Staff : Good morning, welcome aboard! My name is James. How can I help you today?
Guest : Good morning, James. This is my first time on a cruise, and I’m wondering about the entertainment activities available.
Situation 3:
Mr. and Mrs. Patel arrive late in the evening and are looking for directions to the spa and relaxation area.
Conversation Example:
Staff : Good evening, welcome aboard! I’m Emily, and I’ll be happy to assist you.
Guest : Thank you, Emily. Could you guide us to the spa and relaxation area?
F. Summary
In this chapter, we have studied the following language functions and expressions:
| Language Functions | Language Expressions |
| Greeting | – Good Morning, Good Afternoon, Good Evening |
| – Welcome aboard! | |
| Offering Help | – Can I help you? |
| – What can I do for you? | |
| – How may I assist you? | |
| – Could I be of any assistance, Sir/Madam? | |
| Making Excuses | – Can you wait a moment, please? |
| – Just a moment, please. | |
| – May I put you on hold? | |
| – I beg your pardon? | |
| Expressing Gratitude | – Thank you for waiting. |
| – Thank you for being patient. | |
| – We appreciate your patience. | |
| Providing Information | – I am happy to tell you that the cabin is available. |
| – I am so glad to inform you that the room is ready. | |
| Expressing Apology | – I am sorry to inform you that the requested service is unavailable. |
| – I do apologize for keeping you waiting. | |
| Asking for Information | – May I know your full name, please? |
| – Could you kindly repeat that, Sir/Madam? | |
| – Could you spell it for me, Sir/Madam? | |
| Confirming Information | – May I confirm your details? |
| – I would like to repeat your reservation. | |
| – Allow me to verify your booking. | |
| Leave-taking | – Goodbye, Mr. John. Thank you for your reservation. |
| – See you onboard, Mrs. Smith. Thank you for choosing our cruise. | |
| Magic Words | – Have a nice day, Sir/Madam. |
| – Have a pleasant afternoon, Sir/Madam. | |
| – You are most welcome, Sir/Madam. | |
| – My pleasure. | |
| – Do not hesitate to contact us if you need anything. |