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| Values for excellence |
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Vision
We at Costa fully satisfy our Guests with zero complaints, by exceeding their expectations throughout the full vacation experience; from the time our Guests leave home to the time they return home. We achieve a leadership position on a worldwide basis while strengthening the number 1 position in Europe and South America. Costa is emulated by competitors, is the preferred employer and provides superior financial results for its sharehold-ers, employees, business partners and the community at large.
Mission
We at Costa make our Guests very happy and they will always repeat the cruise experience only with us. Invariably, our Guests become our best partners for our growth. Costa employees are the primary resource to make our Guests very happy. We have the most spontaneous customer service attitude in the industry. We clearly understand our Guests' needs and know our duties. We serve our Guests with a passion for details, always showing great sense of ownership, enthusiasm and pride in what we do.
Corporate values
Passion for our Guests
We recognize that our Guests must always be very satisfied when they cruise with Costa or when they interact with our company for whatever reason. In designing our products and services we will always take into consideration, as top priority, what's best and easier for our Guests. We serve our Guests with the highest professionalism in the industry, approaching them with a spontaneous sense of service attitude, with a passion for details and always showing enthusiasm, ownership and motivation. To achieve this goal it is mandatory that all departments treat with the highest service attitude both the "internal customer" and Costa Guests.
Costa Human Resources
Cruising is a high labour intensive service business where people make the difference. We strongly believe that a key winning element to provide Costa with a permanent competitive advantage is to employ the most skillful and motivated employees. Costa will spare no effort in every single phase of the working life of an employee to assure that he or she will always be put in the condition to exercise his/her duties perfectly qualified for the job. Competence, diligence, loyalty, morality, friendliness and enthusiasm will always lead our choices and decisions.
Team work
We acknowledge that the increasingly complex and fast changing context in which we operate and compete requires the best efforts from all of us - the Costa employees - to assure constant company success. To achieve this we genuinely work as a perfect harmonized team, with an open minded and listening attitude, respecting opinions from others and always fully accepting and implementing conclusions and decisions as if they would have been our own personal recommendations. We facilitate and promote internal cross information and all the opportunities and means to communicate our guidelines, decisions and duties useful to enable team work.
Innovation and creativity
The fast development of information technology, communications media and systems is adding opportunity and time pressure to the available options we have to differentiate Costa from our competitors to provide superior products and services to our Guests. Costa is a company that facilitates and rewards application of modern technology, initiative and creativity throughout the company. All Costa employees are invited to put forward innovation and creativity proposals, without limitation with respect to the position held in the company and the significance of the proposal itself.
Financial performance
We recognize that our business is very capital intensive. We also recognize and fully accept that to sustain sustain the growth of our company we must continuously increase our financial performance. To achieve financial performance equal to or better than our best competitors or affiliates is an absolute requirement in order to create value for our shareholders, to reward competitively our employees and to assume the role of first class citizens within the socio-political and economic context in which we operate.
Ethics
We conduct our business with integrity, honesty and transparency, with full respect for safety and environmental protection. Costa Code of Ethics, the Company's current procedures, our individual good judgement and the world-wide accepted norms of best behaviour will guide our daily activities and will serve as reference in case of doubts or disputes.
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| The Costa Touch |
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What is the Costa Touch?
The Vision, Mission and Values have defined the basis on which Costa wishes to found its future growth. But these corporate values can only lead to practical consequences if they influence our daily behaviour. This set of behaviour constitutes the "Costa Touch", a distinctive style which characterises us and should be applied by all those who have a service relationship with the Guests. All the Company's human resources need to comply with the "Costa Touch". This is because we all operate in order to supply service to the Guests and to our Internal Clients, i.e. our colleagues who benefit from the results of our work.
The basic statements
The "Costa Touch"
"We all make our Guests' dreams come true".
Costa Strategic Service Intent
"A Costa cruise is a Wonderful World where each Guest is made to feel at home. We create this unique and unforgettable vacation experience through impeccable and spontaneously friendly service aboard and ashore".
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