Our focus on how we do things is really important, so it’s fantastic to see so many of you living our Culture Essentials and recognising each other for this in our Culture Essentials Awards.

Thanks to everyone who nominated. We’re excited to announce that the Q3 results are in and our winners are…

Overall individual winner

Maciej “MJ” Piwowarsk, Contact Centre Team Leader, Shared Services
Speak Up, Improve, Communicate, Empower

“MJ has captured feedback from colleagues regarding the ongoing issues they’re facing in handling guest queries or complaints, helping them to identify the reasons our guests contact us. He spoke up about these issues with external departments, including the My Cruise team, to help improve Contact Centre processes, which in turn has improved the overall experience for our guests.

He’s been integral in improving the way personal cruise advisors handle guest queries, working extremely hard to ensure previous issues and pain points for our guests are non-existent. He’s also introduced new processes; empowering personal cruise advisors with their career development by enabling them to be more involved with admin, one to ones, coaching and guidance as they work towards their team leader roles.

MJ has also played a big part in empowering the contact centre to handle more call volumes, reducing the average handling time by 13% and decreasing hold time by 43%. Not to mention he’s also taken on additional responsibilities to support the P&O Cruises Contact Centre Manager, taking care of critical tasks including headcount tracking and reporting to ensure changes are made in a timely way. He’s an invaluable member of the team and a fantastic Team Leader!”

Congratulations, MJ!

Overall team winner

On Board Sales and Loyalty Team, P&O Cruises
Improve, Empower

“Despite the various challenges with trading and resourcing since our return to service, the On Board Sales and Loyalty team have totally excelled and smashed their targets!

In June and July for example, we had a medical disembark, numerous team members in isolation with COVID-19, and various gaps in our resourcing – including two Senior Loyalty and Cruise Sales Managers. The team triumphed in the face of this adversity, by ensuring our on board offers are as compelling as possible, maximising marketing opportunities on board and coming up with creative solutions to resource challenges, including using our CCO secondment scheme resource and even flying Joe from the shoreside team out at less than 24 hours’ notice to act as a Loyalty and Cruise Sales Manager on board Ventura!

The team has shown incredible tenacity, togetherness and strong collaboration and empowerment skills. In July this year, they exceed revenue target by +10% to target and achieved a +2% on conversion target (10.6 v 8.5%). They are the only sales channel to exceed their revenue targets and deserve to be recognised for their incredible work.”

Congratulations to Debbie Fisher, Joe Gladwin and Olivia Rovetto!

Individual departmental winners

Team departmental winners

Congratulations to all our winners! In recognition of all their hard work and dedication they’ll receive WOW points to spend on something they love. 

Know a team or an individual who has demonstrated an outstanding example of bringing our Culture Essentials to life? Show them some appreciation and nominate them for a Culture Essentials Award today! 

  • Shoreside colleagues: Click here to nominate.
  • Fleet colleagues: Complete a nomination card and pop it in the nomination box on board.

Don’t forget both shoreside and fleet colleagues can nominate each other too!

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