Our evolved SHINE behaviours
At P&O Cruises, we are more committed than ever to our ambition of becoming Britain’s No.1 holiday choice. Creating unforgettable holiday happiness for our guests remains at the heart of everything we do –and every colleague plays a vital role in bringing this to life.
Our service promise — We SHINE in everything we do — continues to guide us. Built through listening to both our guests and our people, it reflects what matters most and how we deliver service that is truly distinctive to P&O Cruises.
As we evolve, so too does SHINE — ensuring it remains relevant, meaningful and inspiring for today and for the future. Our evolved behaviours focus on how we show up every day, in every interaction, creating experiences that our guests will remember long after their holiday ends.
Our SHINE behaviours
We are Dedicated
We notice the little things and act on them. We think ahead, spot what guests might need next and add thoughtful touches that turn a good holiday into a great one.
We are Knowledgeable
We know our ships, our destinations and our experiences inside out. We share that knowledge in a friendly, easy way, so guests feel confident and inspired to make the most of their holiday.
We are Welcoming
We’re warm, genuine and always ourselves. We greet guests with a smile, a friendly chat and, where it fits, a touch of British humour that helps them feel relaxed and at home.
We are Passionate
We bring positive energy to everything we do. We care about creating memorable holidays and it shows in our enthusiasm, our pride and the way we go the extra mile for our guests.
We are Trusted
We always look the part and do what we say we’ll do. We’re calm, confident and professional and we reassure guests by handling things smoothly, especially if plans change.
Together, these behaviours empower us to deliver best-in-class service, every day, wherever we are — on board, ashore or behind the scenes. They reflect who we are and guide us to create moments that matter and memories that last a lifetime.
Recognising our shining stars
Our SHINE Awards recognise and celebrate colleagues for delivering extraordinary service to our guests through our SHINE service promise and demonstrating great teamwork with each other through our Core Values.
SHINE helps us to think about how we deliver extraordinary service to our guests, whilst our Core Values guide how we work together. When we live by these behaviours, we live up to our commitments to Health, Environment, Safety and Security.
We recognise our shining stars at the monthly SHINE Awards – where our SHINE and Core Values winners are announced and receive £200, a certificate, a pin to wear and a photo of the occasion.
SHINE is an exciting and crucial part of our bold promise to go from good to great at P&O Cruises. SHINE sits alongside our Core Values, which all brands in Carnival Corporation have in common and guide us in how we work with each other as colleagues. Wherever we work, by working together, we are one team striving to deliver extraordinary travel experiences.
Our Core Values
Our Core Values are the non‑negotiable ways of working that are central to who we are and how we show up. They are the cultural anchors that unite us, guide how we work together, help us solve problems and make great decisions, foster strong relationships and succeed
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