P&O Ferries have seen major improvements in morale and productivity since investing in leadership training for their on-board staff. ILM Centre, Services to Business – Hull College, has been working with P&O over the last 2 years delivering an ILM Team Leading Award which was developed for a number of key crew members.The initial development programme focused on the Portuguese agency team with both college based and on board training being arranged.

Previously the work onboard was very task orientated but now the ships are run as a business with small teams having key targets identified. A comprehensive supervisory / management development programme has been coordinated by Mark McClusky – Assistant General Manager on board the Pride of Hull and the training has been shared with their other UK based sister ship the Pride of York.

Mark McClusky, Assistant General Manager, The Pride of Hull, explained:

“P&O wanted to provide improved supervisory and management training in order for our on-board team leaders to be able to manage their various teams more effectively. The ILM Team Leading Award delivers exactly the skill areas we were looking for and provided the knowledge of the various roles, functions and responsibilities expected of an effective team leader. The ILM Award is a fantastic tool for our crew and has really given them belief and confidence in their abilities.”

P&O have a strong commitment to developing their staff in order to provide the best possible service to their on board customers. Building on the ILM training, new initiatives such as fortnightly team briefing meetings focusing on specific topics, e.g. waste management, finance etc. have helped the teams operate each retail area as a profit centre with specific targets for each trip based on the number of passengers.

Rita Ballista, on-board Team Leader, Conti Café, said:

“Completing the ILM Team Leading Award has been a great boost to my confidence and I have already been putting my new skills into practice on board. Teams are only as good as their leader and I want my team to be the best, which is why I am now looking at progressing to do the ILM Team Leading Certificate.”

Amila Taria – recently promoted steward on Pride of Hull to Team Leaders role on Pride of Rotterdam added:

“The ILM qualification has definitely given me a practical understanding of what it takes to effectively lead a team. This is going to benefit both P&O and our customers because I can now focus on ensuring that there is continual improvement in my team and in the services we provide.”

Having seen the immediate results of the first wave of team leader training, P&O are keen for a second cohort of Portuguese team leaders to start the ILM Team Leading Award in the spring.

P&O Ferries

The Pride of Hull sails from Hull to Rotterdam on a daily basis, sailing overnight and landing in Rotterdam the following morning. A similar ship sails alternate days from Rotterdam to Hull at the same time. The Pride of York and Pride of Brugge sail on the Hull – Zeebrugge route. The Pride of Hull and Pride of York are UK based boats while the Pride of Rotterdam and Pride of Brugge are Dutch based ships.