How Fjord Line invests in its employees

A ship in dry dock does not mean downtime for Fjord Line’s employees. On the contrary. Over the course of three intense weeks in January, 78 employees participated in an ambitious training programme – benefiting both staff and guests alike.

– Our vision is to be Scandinavia’s best, most beloved, and most profitable ferry company. This is a responsibility that requires great commitment from everyone in the organisation, says Fjord Line’s HR Director, Hanne Buje Jensen.

While MS Bergensfjord underwent its scheduled maintenance at the Munkebo shipyard in Funen this January, time was used effectively on land. A total of 78 crew members and land-based travel consultants took part in an extensive training programme as part of Fjord Line’s continuous investment in skills development.

– I see that our employees are eager and ambitious, always striving to do a great job and improve their performance, regardless of their role. That is why they always seize opportunities to learn more and acquire new skills. We are happy to invest in our employees, as it benefits our company in every way – and, importantly, also enhances each employee’s value and well-being, says Jensen.

Foto:

Educational and inspiring

Lars Peder Lange, Supervisor for Food & Beverage on MS Bergensfjord, is one of the many Fjord Line employees who started the new year with professional development.

– The fact that Fjord Line invests in my skills development makes me feel well equipped for the many tasks my workday involves. It also means a lot to me that we do not waste time when we do not have guests on board. When the training focuses on things that can make daily tasks easier for me and my colleagues, it is a win-win situation for all of us, says Lange, who has been with Fjord Line for 10 years.

During the dry dock period in January, he attended lectures from some of Fjord Line’s suppliers, including Polar Seafood, which provided insights into sustainability, quality, and the possible uses of the products Fjord Line purchases daily.

– It is always educational and inspiring to have the best possible knowledge of the products we serve to our guests. Additionally, I participated in a course on my own and my colleagues’ DiSC profiles. This course focuses on understanding personality traits, recognising individual strengths and weaknesses, and improving collaboration. I have attended this course multiple times in different settings, but it is always rewarding because it provides deeper self-awareness and strengthens teamwork, says Lange.

Strategic timing for skills development

The dry dock period in January, when passenger traffic is at its lowest, has become a strategic opportunity for the company. While the technical crew is fully engaged in maintenance work, the commercial crew – including chefs, bakers, retail staff, restaurant personnel, and cleaning teams – gains valuable time for professional development.

– I greatly appreciate that Fjord Line invests in my development. I gain various tools to optimise my time and further enhance my work, says Amela Mujagic-Have.

She started as a temporary worker at Fjord Line during her studies in 2013. Today, she is the Business Manager for Tax-Free on board MS Bergensfjord.

– During the dry dock period in January, I participated in our Leading Fjord Line training and a service training programme. The focus was on meeting guest expectations. Sometimes, it is the small details that make a big difference in their experience, says Mujagic-Have.

In her 12 years at Fjord Line, she has taken part in many different courses, training programmes, and further education initiatives.

– Every single course or seminar has strengthened and improved me, both professionally and personally. No two days at Fjord Line are the same, which makes the work more exciting and interesting. You can learn something new every day if you are curious and willing to grow. At the same time, there are always opportunities for further development, which are planned by our HR department in collaboration with the ships, she says.

Foto:

Guest expectations

This year’s extensive training programme covered everything from detailed product knowledge about food selection to service and communication. Conflict management, psychological working environment, and internal leadership training were also on the agenda. Additionally, participants had the opportunity to improve their German skills – a valuable asset when dealing with international guests.

– The concept of service is constantly evolving. What our guests expected five years ago is not the same as what they expect today. That is why it is always beneficial for us to stay ahead – and ideally exceed our guests’ expectations, says HR Director Jensen.

But it does not stop there. Later this year, employees will also attend retail training, expanding their knowledge of perfumes, wine, and spirits sold on board.

Dry dock courses 2025

• Retail product knowledge
• Service and communication
• Personality profiles and communication
• Personal sales and customer needs
• Conflict management
• Psychological work environment
• Handling conversations in customer service roles
• German language course
• Internal leadership training

Measurable results

The success of these initiatives is reflected in both guest feedback and employee engagement.

A recent guest who celebrated a birthday on board shared this review:

"There are not enough points on a rating scale to express how fantastic this trip was. …And to think I used to believe that a ‘real cruise’ would be better. You at Fjord Line have created the ultimate cruise experience and truly know how to train your staff to provide excellent service. Congratulations – you have achieved something special!"

The investment in employees has also made Fjord Line an attractive workplace.

– We receive an incredible number of unsolicited job applications. This is because our employees are fantastic ambassadors. They always speak highly of us as an employer – and they do so simply because they enjoy working here, says Jensen.

Lange describes his workplace as follows:

– What makes Fjord Line such a fantastic and unique workplace is that you do not have to choose between one thing or another – you can have both. This is especially true for young people who want to try out different roles. We have many specialist teams on each ship, and they work closely together across departments. If you want to try a bit of everything, there is an opportunity for that. But if you want to specialise in a particular position or task, you can do that too – as we always strive to be the best in every field, says Lange before continuing:

– Working at sea is never just about being a good waiter, receptionist, or handyman. You quickly learn to deliver exceptional service and teamwork, no matter what uniform you wear. In my case, I started at Fjord Line as a temp, then became a bartender, maître d’, supervisor, and eventually a manager responsible for daily operations on one of our three ships. So, if you have the will, the opportunities at Fjord Line are endless.

Foto:

Scandinavia’s best ferry company

While the dry dock period allows for intensive training, Fjord Line’s commitment to skills development continues throughout the year. Maritime certifications and mandatory courses, such as crisis management, passenger and cargo safety, and marine evacuation systems, are conducted regularly to ensure all employees meet the industry’s strict requirements.

However, for Fjord Line, it is about more than just meeting industry standards. The dry dock period is used effectively to build a culture of continuous learning and development, where every employee has the opportunity to grow both personally and professionally.

– This is reflected in our service quality and the onboard guest experience – and contributes to our goal of being Scandinavia’s best, most beloved, and most profitable ferry company, says Jensen.