Small Moments, Lasting Impact | P&O Cruises Service Training Film

Training film for P&O Cruises showing how small service moments & interactions shape lasting guest memories, inspiring behaviour across ships worldwide.

Challenge: Create training content that changes behaviour — not just informs — by connecting service standards to real guest emotion and memory.
Approach: We built a simple concept demonstrating how everyday food service moments shape the entire holiday experience and the stories guests share long after.
Impact: Rolled out across 7 ships to thousands of crew, supporting service consistency at scale and influencing the experience of hundreds of thousands of guests.

For P&O Cruises, we supported a global onboard customer-service training initiative with a film designed to do more than “tell people what to do”. We built a simple, memorable concept that demonstrates the difference great food service can make – not just during a guest’s holiday, but in the stories they tell (and the loyalty they feel) long after they’ve returned home.

The result is an emotionally-led training film that connects day-to-day behaviours to real guest impact, helping crew feel the value of the role they play in the wider experience. Rolled out as part of training sessions across 7 ships worldwide, the film has been seen by thousands of crew members – supporting service consistency at scale and influencing the experience of hundreds of thousands of guests.