Human resources are a key success factor in the cruise industry. Guests on a cruise ship are in contact with service employees for extended periods of time. Unlike in a conventional hotel they rarely wander “off site”. Service levels on board a cruise ship have to meet the most exacting standards and have to be maintained around the clock. As a result, most cruise lines operate with comparatively high employee/guest ratios. What makes it even more difficult to maintain friendly, smiling service is the challenging work environment service employees have to face