When we step into a freshly cleaned cruise ship stateroom, most of us probably don’t give much thought to everything that happened before we opened the door.
The bed’s been made, the bathroom’s spotless, fresh towels are neatly arranged, the trash has disappeared, and the room’s ready for another day at sea. On embarkation morning, one group of guests leaves and another arrives just hours later, often without realizing how much work takes place during that short window.
Room stewards are some of the hardest-working crew members aboard any cruise ship. They’re responsible for maintaining dozens of staterooms, remembering passenger names and special requests, working around changing schedules, and making sure guests feel comfortable throughout their vacation.
Recently, I had the opportunity to interview one of the room stewards working aboard a ship. For privacy reasons, I’m not identifying the cruise line, the ship, or the specific itinerary. The cruise line is one of the four largest cruise companies in the world.
The steward said I could use his first name, I Pitu, which is a very common name in his country. He’s from Indonesia and has worked four contracts with his current cruise line. Before joining this company, he completed eight contracts with another of the four major cruise lines.
Our conversation has been transcribed from a recording, and lightly edited for clarity and length.
Getting Started at Sea
Scott: Let’s begin with the basics. Where in Indonesia are you from?
I Pitu: I’m from Indonesia, from a small community where many people know someone who works on ships, in hotels, or in tourism. It’s not unusual for someone from my area to work outside the country. Some work on cruise ships, some work in resorts, and some go to other countries for hospitality jobs.
Scott: Before you began working on cruise ships, what did you know about life at sea?
I Pitu: Not very much. I knew people who’d worked on ships, and they told me it was hard work, but they also said it was a good opportunity. When you’re young, you hear about traveling to different countries and earning money in dollars, and it sounds exciting.
You don’t always understand the difficult parts until you’re actually onboard.
Scott: What made you decide to apply?
I Pitu: The biggest reason was financial. There are jobs at home, but the salary isn’t the same. Working on a ship gave me the chance to help my family, save money, and build something for the future.
I also wanted to see the world. I’d never traveled very far from home before. Working on a cruise ship seemed like a way to do both things at once.
Scott: Did you have hospitality experience before you applied?
I Pitu: Yes, some. I had experience with service and cleaning, but working on a ship is different. The standards are very high, and the speed is much faster. In a hotel, you may have more time between guests. On a ship, everything follows the sailing schedule.
When one cruise ends, another begins almost immediately.
Scott: What was the application process like?
I Pitu: It took time. There were interviews, paperwork, a medical examination, safety training, and documents that had to be approved. There are also costs before you begin working, so you have to be serious about it.
After I was accepted, I had to wait for an assignment. That waiting can be stressful because you don’t always know exactly when you’ll leave home.
Scott: Do you remember your first day onboard your first ship?
I Pitu: Very clearly. I was nervous, tired, and excited. Everything was new. The ship was much larger than I expected, and I didn’t know where anything was.
You’re trying to remember names, locations, rules, and procedures while also adjusting to being far from home. At the same time, everyone around you is busy, so you have to learn quickly.
Learning the Job
Scott: What kind of training does a new room steward receive?
I Pitu: First, there’s safety training. Safety always comes before the hotel work. You have to know your emergency station, your duties, how to respond to alarms, and what to do in different situations.
For the room work, you normally follow an experienced steward or supervisor. You learn the correct way to make the beds, clean the bathroom, arrange the room, handle chemicals, report maintenance problems, and complete the paperwork.
Every company has its own standards. Even small things, like how towels are folded or where certain items are placed, can be different.
Scott: Was the job harder than you expected?
I Pitu: Yes. I expected cleaning to be physical, but I didn’t understand how much organization was involved.
You have many rooms, and every guest has a different schedule. Some guests wake up early. Some sleep late. Some stay in the room much of the day. Some want extra towels, ice, hangers, pillows, or other things.
You have to remember everything and still finish your work on time.
Scott: How long did it take before you felt comfortable doing the job?
I Pitu: Maybe one or two contracts before I felt fully confident. You can learn the cleaning procedures quickly, but learning how to manage your time takes longer.
You also learn how to communicate with guests. Some guests are very direct. Some are shy. Some don’t speak much English. You have to understand what they need, even when they don’t explain it clearly.
Moving Between Cruise Lines
Scott: You worked eight contracts for another cruise line before moving to your current company. Why did you decide to leave?
I Pitu: Eight contracts is a long time. I was thankful for the opportunity, and I learned a lot there. But after so many contracts, I wanted to see whether another company might offer better conditions or a better future.
Crew members talk to each other. We have friends on different cruise lines, and we hear about the workload, salary, food, cabins, contracts, and opportunities for promotion.
Sometimes you decide to try something different.
Scott: Was it difficult to move from one cruise line to another?
I Pitu: It wasn’t easy because I had to go through the application process again. Even with experience, the new company has its own requirements.
My experience helped, but I still had to prove that I could meet their standards.
Scott: What was the biggest adjustment after changing companies?
I Pitu: The procedures were different. The job’s still cleaning staterooms and taking care of guests, but the details change.
The computer systems can be different. The supplies are different. The number of rooms may be different. The service schedule can also be different.
At first, you have to slow down and make sure you do things the way the new company requires, not the way you did them before.
Scott: You’re now on your fourth contract with the current cruise line. Does that mean you’re happy with the move?
I Pitu: Yes, overall. No cruise line is perfect, and every company has good and bad points. But I’ve stayed for four contracts, so that says something.
The most important things are being treated fairly, having a manageable assignment, receiving support from supervisors, and being able to send money home.
A Typical Day
Scott: Walk me through a normal day when the ship’s in the middle of a cruise.
I Pitu: I wake up early, get ready, and sometimes if I have time, eat breakfast in the crew mess. Then I collect supplies and prepare my trolley.
I check my list and any messages from guests or supervisors. After that, I begin the morning service.
The exact timing depends on the guests. Some put out the sign asking for service. Others leave early for breakfast or excursions. I try to start with the rooms that are already empty.
During the morning, I make beds, clean bathrooms, replace towels, empty trash, vacuum, wipe surfaces, and restock anything that’s needed.
I also check for maintenance problems. If a light isn’t working, the air conditioning has a problem, or something’s damaged, I report it.
Scott: How many staterooms are you responsible for?
I Pitu: It can vary depending on the ship and the assignment, but it’s usually around 18 to 22 staterooms. Sometimes it may be more or less.
But, 20 inside rooms can be different from 20 suites or family rooms. Rooms with more guests take longer because there are more beds, towels, trash, and personal items to work around.
Scott: Are you responsible for those rooms by yourself?
I Pitu: Most of the time, yes. There may be an assistant or utility person helping with certain duties, depending on the ship and company.
We also help each other when someone’s behind or when there’s a difficult situation. But you’re responsible for making sure your section is completed correctly before helping.
Scott: How long does it take to clean one occupied stateroom?
I Pitu: It depends on the room and the guests. A room that’s organized may take 10 to 15 minutes for regular service. A room with several guests or a lot of things everywhere can take much longer.
A bathroom can also take extra time if it needs more cleaning.
Scott: How much time do you spend inside a room after guests leave at the end of the cruise?
I Pitu: Turnaround cleaning takes longer because everything has to be reset for the next guests.
We strip the beds, remove used linens and towels, clean every area, sanitize the bathroom, vacuum, dust, check drawers, restock supplies, make the beds, and inspect the room.
We also look for items left behind and report any damage or maintenance problems.
Scott: Do you get a break between the morning and evening work?
I Pitu: Usually there’s some break time after the morning duties are finished. I eat lunch, rest, call home if the internet connection’s good, or take care of laundry and personal things.
Then I return for afternoon or evening duties, depending on the service schedule.
The break’s important because the days are long.
Scott: How many hours do you work in a typical day?
I Pitu: It’s difficult to give one exact number because the schedule changes, but it can be 10 to 12 hours spread throughout the day.
We may have a break in the middle, but from the time we begin until the time we finish, most of the day is connected to work.
Scott: Do you receive a full day off?
I Pitu: Not usually in the way people on land think about a day off. Ships operate every day, so we work every day during the contract.
There may be days when the workload is lighter, or we may have a few hours free in port, but there’s always some responsibility. Sometimes, even if I have time to go in port, I just use that time for rest, as rest is very important.
Turnaround Day
Scott: I know as guests, sometimes embarkation day can be stressful. What’s it like for the room stewards?
I Pitu: It’s probably the hardest day of the cruise.
The guests from the previous sailing leave in the morning, and the new guests begin arriving a few hours later. Every room has to be completely cleaned and prepared.
There’s a lot of linen, trash, lost property, maintenance work, and inspection.
Scott: What time does your day begin on turnaround day?
I Pitu: Very early. We prepare before the guests leave, and as soon as rooms become empty, we begin.
The goal is to clean the rooms as quickly as possible without lowering the standard.
Scott: What happens when guests don’t leave their rooms at the requested time?
I Pitu: It makes the schedule more difficult. We understand that people may be tired or waiting for their departure group, but every delay affects the next guest.
If several rooms are late, we have less time to finish those rooms.
Sometimes guests become upset because their new room isn’t ready, but the previous guests may have left only a short time before.
Scott: Do room stewards have time to eat lunch on turnaround day?
I Pitu: Yes, but sometimes it’s a quick meal. Everyone knows the priority is getting the ship ready.
After the rooms are released, there may still be luggage delivery, guest requests, and evening service.
It’s a long day.
Guest Requests and Special Situations
Scott: What are the most common things guests ask you for?
I Pitu: Extra towels, ice, hangers, pillows, blankets, and sometimes a mattress topper. Guests also ask how to find places on the ship or what time something’s open.
Many guests ask for help with the safe, television, air conditioning, or lights, even though those are sometimes maintenance issues.
Scott: What’s the most unusual request you’ve received?
I Pitu: There’ve been many unusual requests. Some guests want a very specific number of towels arranged in a certain way. Others want ice several times each day or ask us to move furniture.
Sometimes guests ask for things we’re not allowed to provide, and we have to explain politely.
Scott: Are there requests you wish passengers would make earlier?
I Pitu: Yes. If a guest needs a special pillow, extra bedding, a baby crib, or something important, it’s better to ask early in the cruise.
On embarkation day, everyone’s requesting things at the same time. Later, it may be easier to arrange.
Scott: What makes a stateroom especially difficult to clean?
I Pitu: When there are many personal items on every surface, clothes on the floor, food left around the room, or wet towels everywhere, it takes more time.
We’re trained not to move personal belongings more than necessary, so it can be difficult to clean around everything.
Scott: What about rooms occupied by three or four guests?
I Pitu: Those rooms can be much more work. There may be bunk beds or sofa beds that have to be opened and closed. There are more towels, more trash, and usually more belongings.
Families can be very nice, but the rooms often require more time.
Scott: Do guests ever leave dangerous items in the room?
I Pitu: Sometimes we find broken glass, sharp objects, or prohibited appliances. We have procedures for those things.
We also have to be careful when guests leave medication, jewelry, money, or important documents in the open. We don’t touch those items unless it’s necessary.
Scott: What happens when you find something valuable after a guest leaves?
I Pitu: We report it immediately and follow the lost-property procedure. We don’t keep anything.
The room number, item, time, and other details are recorded.
Scott: Do you have one story, good or bad, about a particularly difficult or memorable experience involving one of the staterooms you were responsible for?
I Pitu: Yes. On one contract, an older guest died in the stateroom during the night. His wife woke up and realized he wasn’t breathing, then called the medical team. Security, the doctor, and senior officers came, and the hallway was closed for a while.
We weren’t allowed inside while they handled everything, and I didn’t have to clean anything involving blood or bodily fluids. There are specially trained crew members for that. But afterward, once the guest had been removed and the authorities had completed their work, the room still had to be completely taken out of service, deep-cleaned, disinfected, and prepared again.
The hardest part wasn’t the room itself. It was seeing his wife sitting outside crying while everyone worked around her. I’d spoken with both of them every day, and they’d always been very friendly. That’s something you don’t forget. We still had to continue working and smiling for the other guests, but everyone in the section was very quiet that day.
Tips and Guest Appreciation
Scott: Let’s talk about tipping. How important are gratuities to room stewards?
I Pitu: They’re very important. The salary is one part of our income, and gratuities help us support our families and save money.
But appreciation isn’t only money. When guests say thank you, mention us by name, or write a positive comment, that also helps.
Scott: Do the comments passengers leave at the end of the cruise really matter?
I Pitu: Yes, very much. Positive comments can help with evaluations, recognition, and future opportunities.
If a guest’s happy with the service, mentioning the crew member by name is one of the best things they can do.
Scott: Do you know when a guest removes the automatic gratuities?
I Pitu: In my old company, yes. It appeared on our daily room report. With my company now, the information is available through the company system, but we try not to judge guests. We still have to provide the same service.
Of course, it can be disappointing because we work very hard.
Scott: Do you prefer cash tips or prepaid gratuities?
I Pitu: Both are appreciated. The prepaid gratuities are distributed through the company system. A cash tip given directly is also appreciated, especially when the guest says it’s specifically for the service.
Scott: Is it better to tip at the beginning or end of the cruise?
I Pitu: Most guests tip at the end. Some give something at the beginning and something at the end.
We should provide good service regardless, but an early tip can show that the guest appreciates the work.
Scott: Does leaving a messy room but giving a large tip make up for the extra work?
I Pitu: A tip’s always appreciated, but it’s also helpful when guests keep the room reasonably organized.
We don’t expect guests to clean. They’re on vacation. But putting trash in the bin and keeping personal items off the floor makes our work easier.
Life Below Deck
Scott: Passengers see the guest areas, but most never see where the crew lives. What’s your cabin like?
I Pitu: The cabin’s small. I share with another crew member.
There are bunk beds, storage, and a small bathroom shared between two cabins. You learn to keep your things organized because there isn’t much space.
Scott: Do you always share a cabin with someone from the same department?
I Pitu: Most of the time. It depends on the ship and cabin assignments. Sometimes it’s someone from housekeeping, and sometimes it’s someone from another department.
Scott: Is it hard to sleep when you share a small cabin?
I Pitu: Sometimes. One person may be getting ready for work while the other is sleeping. We try to be quiet and use headphones.
The ship can also make noise, especially near machinery or crew work areas. It’s important to respect each other because we may work different schedules.
Scott: What’s the crew food like?
I Pitu: It changes. There are dishes from different countries because the crew’s international. There may be Indonesian, Filipino, Indian, European, and other foods.
Some days are better than others. After many months, you get tired of the crew mess and you miss food from home.
Scott: Are there separate recreational areas for the crew?
I Pitu: Yes. There’s a crew bar, crew mess, recreation room, gym, and outdoor area.
The size and quality depend on the ship. On newer ships, the crew areas may be better.
My last contract with my previous company I was on an old ship, it was hard as crew areas were not built like they are on new ships.
Scott: Do you go to the crew bar after work?
I Pitu: Sometimes, but not every night. After a long day, many crew members just want to eat, call home, and sleep.
There are parties and events for the crew, but you have to remember that you’re working again the next morning.
Scott: Are relationships common among crew members?
I Pitu: Yes. People live and work together for many months, so friendships and relationships happen.
Sometimes people meet their husband or wife onboard. But it can also be complicated because contracts end at different times, and people live in different countries.
Staying Connected with Home
Scott: Who are you supporting back home?
I Pitu: I support my family. Part of my salary goes home every month.
There are daily expenses, education costs, home repairs, and other responsibilities. Working on the ship helps provide stability for them.
Scott: Do you have children?
I Pitu: Yes, I have family at home, and being away is the hardest part of the job.
You miss birthdays, holidays, school events, and many normal moments.
Scott: How often are you able to speak with them?
I Pitu: I try to speak with them every day, even if it’s only for a short time.
The internet has made life better for crew members. Years ago, it was more difficult and expensive to call home. Now we can use messages and video calls, although the connection isn’t always good.
Scott: Is it harder to leave home at the beginning of each contract or to be away near the end?
I Pitu: The beginning’s difficult because you know you’ll be away for many months. The final weeks are also difficult because you’re tired and counting the days.
When you’re in the middle of the contract, you try not to think too much about the time.
Scott: How long is one of your contracts?
I Pitu: Usually around seven to eight months, but it can change.
Sometimes a contract’s extended, and sometimes the company changes the sign-off date.
Scott: How much time do you spend at home between contracts?
I Pitu: Normally two or three months, depending on the next assignment.
The time goes very quickly. You want to rest, see family, take care of paperwork, and complete projects at home. Then it’s time to prepare to leave again.
Scott: Do your children understand why you’re away?
I Pitu: They understand that I’m working for the family, but it’s still difficult.
Children grow quickly. When you return home, they may look different, speak differently, or have new interests. You realize how much time has passed.
The Emotional Side of Ship Life
Scott: What’s the hardest part of working at sea?
I Pitu: Being away from family is the hardest part.
The physical work is difficult, but you can rest and recover. Missing family events is something you can’t replace.
Scott: Do crew members get homesick?
I Pitu: Yes, everyone does at some point. Some people hide it, but it’s normal.
Birthdays, holidays, illnesses, and problems at home can be especially difficult. You may receive bad news and still have to go to work and smile for guests.
Scott: How do crew members support one another?
I Pitu: Your friends onboard become like a second family. We eat together, talk, celebrate birthdays, and help each other during difficult times.
People from the same country often form a close community, but we also have friends from many different countries.
Scott: Have you ever considered leaving ship life permanently?
I Pitu: Many times. Most crew members think about it.
But then you consider the opportunities and the responsibilities at home. It’s difficult to find the same income in many places.
The goal’s usually to save enough or build something at home so that one day you don’t have to return.
Ports and Time Ashore
Scott: You travel all over the world. How often do you actually get to leave the ship?
I Pitu: Not as often as guests might think.
It depends on the work schedule, the port time, and whether we have safety training or other duties. Sometimes we may have only two or three hours free.
Scott: Are there ports you’ve visited many times but barely seen?
I Pitu: Yes, many. I may know the port area, supermarket, or crew shops, but not the tourist attractions.
Guests sometimes tell us about a beach or place they visited, and even after many contracts, we’ve never been there.
Scott: What do you usually do when you have time ashore?
I Pitu: I may buy toiletries, snacks, phone cards, or things to send home. Sometimes I eat at an Indonesian restaurant or meet friends from another ship.
If there’s enough time, I may walk around or visit a beach. But often the practical things come first.
Scott: Do crew members have favorite ports?
I Pitu: Yes. We like ports with good transportation, affordable food, strong internet, and stores near the ship.
A beautiful port is nice, but for crew members, convenience is very important.
Dealing with Difficult Guests
Scott: Without identifying anyone, what makes a guest difficult?
I Pitu: Sometimes guests expect things that aren’t possible, or they become angry about something outside our control.
A room steward can’t change the weather, the itinerary, the ship’s rules, or the size of the room. But because we’re the crew members they see most often, they may complain to us.
Scott: How do you handle someone who’s angry?
I Pitu: I listen and stay calm. I apologize that they’re unhappy, and then I try to solve the problem or contact the correct department.
You can’t argue with a guest. Even when they’re wrong, you have to remain professional.
Scott: Have you ever been blamed for something you didn’t do?
I Pitu: Yes. Sometimes a guest can’t find something and believes it was moved or thrown away.
We’re very careful with personal belongings. Usually the item’s found later in a drawer, suitcase, or another part of the room.
Those situations are stressful because trust is very important.
Scott: Do security officers become involved if a guest reports something missing?
I Pitu: Yes, depending on the item and situation. There’s an investigation, and the electronic door lock can show who entered the room.
Crew members understand that these reports are taken seriously.
Scott: What’s the best way for a guest to raise a concern?
I Pitu: Speak calmly and explain the problem clearly. Give us a chance to fix it.
Most problems can be solved quickly when everyone communicates respectfully.
Things Passengers May Not Realize
Scott: What’s something passengers don’t understand about room stewards?
I Pitu: Many people think we clean only their room. They don’t realize we may have 20 rooms and many different requests.
When several guests call at the same time, we have to prioritize. It doesn’t mean we’ve forgotten anyone.
Scott: What happens behind the scenes when a passenger asks for an extra blanket or pillow?
I Pitu: We may have to go to a linen room, contact another team member, or wait for supplies to arrive.
On a full ship, extra items can be limited. It isn’t always as simple as taking something from the room next door.
Scott: Do room stewards notice when guests treat them differently from other crew members?
I Pitu: Yes. Some guests are very kind and speak to us like a person. They ask about our home and family.
Others may not look at us or speak respectfully. We remember both kinds of guests.
Scott: Does learning and using a steward’s name make a difference?
I Pitu: Yes. It shows respect.
We learn the guests’ names, and it’s nice when they learn ours.
Scott: What small things can passengers do to make your job easier?
I Pitu: Don’t leave wet towels on the bed. Put trash in the bin when possible. Keep passports, money, jewelry, and medication in a safe place.
If you don’t need service, use the sign or tell us. If you need something, ask clearly and give us enough time.
Scott: This seems like a physically demanding job. What parts are hardest on the body?
I Pitu: Making beds is difficult, especially the upper bunks and beds close to the wall. Bending, lifting mattresses, pushing the trolley, and cleaning bathrooms all day can cause back, shoulder, and knee pain.
You repeat the same movements many times every day.
Scott: How do you take care of yourself physically?
I Pitu: I stretch, try to sleep enough, and sometimes use the crew gym. Good shoes are very important.
You also learn better techniques for lifting and moving things.
Scott: What happens if you become sick or injured?
I Pitu: We report to the medical center. The doctor decides whether we can work or need rest.
If someone’s seriously injured, the company may send them home for treatment.
Scott: Is there pressure to continue working when you don’t feel well?
I Pitu: We know the team depends on us, so sometimes crew members try to work through small pains or tiredness.
But for illness, especially something contagious, we have to report it. The ship takes health very seriously.
Contracts, Promotions, and the Future
Scott: What happens at the end of a contract?
I Pitu: There’s an evaluation, paperwork, travel arrangements, and a handover to the person taking over the section.
The final days are busy because you’re still working while also preparing to leave.
Scott: Do you know where your next contract will be before you go home?
I Pitu: Sometimes. Other times, we wait for an assignment.
You may request a certain ship or itinerary, but it isn’t guaranteed.
Scott: Is it possible for a room steward to be promoted?
I Pitu: Yes. There are positions such as senior steward, supervisor, or other housekeeping management roles.
Promotion depends on performance, experience, evaluations, English skills, and available positions.
Scott: Is promotion something you want?
I Pitu: Maybe. A promotion can mean better pay and more responsibility, but management jobs also bring different stress.
I think about what’s best for my family and my future.
Scott: How many more contracts do you think you’ll work?
I Pitu: I don’t know. Every contract, I say maybe a few more.
The answer depends on finances, family, health, and opportunities at home.
Scott: What’s your long-term goal?
I Pitu: I’d like to have a business or steady income at home so I can stay with my family.
Working on ships is helping me move toward that goal. The sacrifice has to lead to something.
Scott: You’ve completed 12 contracts between two cruise lines. Are you proud of what you’ve accomplished?
I Pitu: Yes. It hasn’t been easy, but I’ve supported my family and experienced many things.
I’ve met people from all over the world and learned how to work under pressure.
Scott: Has the job changed you?
I Pitu: I’m more patient, more disciplined, and more independent.
You learn to live with different cultures and personalities. You also learn not to take time with family for granted.
Scott: What would you tell someone in Indonesia who’s considering applying for a cruise ship job?
I Pitu: I’d tell them to be prepared. It’s a good opportunity, but it isn’t a vacation.
You have to be ready to work long hours, follow strict rules, live in a small space, and be away from home for many months.
Don’t look only at the salary or the travel. Understand the sacrifice.
Scott: Knowing everything you know now, would you still choose this career?
I Pitu: Yes, because it’s helped my family and given me opportunities I may not have had otherwise.
But I’d begin with more realistic expectations.
For passengers, a cruise lasts a few days or perhaps a couple of weeks. For crew members like I Pitu, shipboard life is measured in contracts, each lasting many months and separated by brief periods at home.
His story is similar to those of thousands of international crew members who leave spouses, children, parents, and communities behind to work at sea.
The next time you return to your stateroom and find the bed made, fresh towels waiting, and the room restored after a busy day, take a moment to think about the person responsible for keeping that small space comfortable.
Learn your steward’s name. Say hello. Treat them with patience and respect. Mention them in your post-cruise survey when they provide great service. And remember that behind every uniform is a person with a family, responsibilities, ambitions, and a life waiting for them far beyond the ship.
I Pitu, thanks for taking the time for chatting and for sharing a bit of what it’s like working onboard!