Celebrating the Heart of Service

In today’s ever-evolving economic landscape, businesses are facing a unique set of challenges.
Rising operational costs, shifting customer expectations, and tighter consumer budgets are forcing organizations to rethink how they deliver value. While many companies double down on external customer satisfaction, there’s a critical piece of the puzzle that often gets overlooked: the internal customer—our employees.

At the Cape May – Lewes Ferry and the Delaware River and Bay Authority (DRBA), we understand that exceptional service starts from within. Our employees are the face, voice, and heartbeat of our operation. When they feel supported, recognized, and empowered, they deliver the kind of service that keeps passengers coming back. That’s why we’ve built a culture rooted in appreciation, recognition, and connection—one that celebrates the people who make our mission possible every single day.

Our employees are the face, voice, and heartbeat of our operation.
When they feel supported, recognized, and empowered, they deliver the kind of service that keeps passengers coming back.

A Culture of Service, Inside and Out

Customer service isn’t just a department—it’s a mindset. While our dedicated Customer Service team plays a vital role in guiding passengers through their journey, we believe that every employee, regardless of role or department, contributes to the customer experience. Whether it’s a deckhand offering a warm greeting, a maintenance worker ensuring safety, or an office staff member resolving a scheduling issue, each interaction matters.

This belief forms the foundation of our internal customer-centric approach. We recognize that when employees feel valued and respected, they’re more likely to go above and beyond—not just for passengers, but for each other.

Service Star Program

Recognizing Everyday Excellence

One of the cornerstones of our recognition culture is the Service Star Program, which has been shining a light on exceptional employees for over a decade. This initiative is designed to acknowledge those who consistently exceed expectations, whether they’re helping a customer or supporting a colleague.

Here’s how it works: if a customer mentions an employee by name—whether in person, via email, or through feedback—that employee is awarded a service star. But recognition doesn’t stop there. Employees can also nominate one another based on observed acts of kindness, professionalism, or outstanding service.

Each service star recipient receives a personalized letter detailing their commendable actions. This letter is shared with their manager and the director of ferry operations, ensuring that their efforts are acknowledged at every level of leadership. It’s a simple yet powerful way to reinforce positive behaviors and foster a culture of mutual respect.

Employee Recognition Award

Celebrating Core Values

In addition to the Service Star Program, the Delaware River and Bay Authority also created the Employee Recognition Award, which highlighted individuals who exemplify specific values in extraordinary ways. 

Throughout the year, employees were encouraged to nominate peers who demonstrated important values in action. Whether it was a team member who consistently lifted others up, someone who introduced a creative solution to a challenge, or an employee who went the extra mile to ensure safety and satisfaction, these nominations told powerful stories of dedication and impact.

A panel of employees carefully reviewed the submissions, and winners were honored at our Annual Employee Banquet with a certificate and a special award. This peer-driven process ensured that recognition is authentic, meaningful, and inclusive and was very popular, and well-received, with the employees.

Annual Employee Banquet

A Night of Celebration

The Annual Employee Banquet is more than just a party—it’s a heartfelt celebration of our people. Hosted by the DRBA, this event brings together employees from across the organization for an evening of food, entertainment, and camaraderie.

As the Delaware River and Bay Authority includes several distinct locations in two separate states, it’s a great way for all employees to come together for one night and celebrate with those they don’t often get to see.

During the banquet, we recognize employees who have reached significant milestones, such as years of service, and we pay tribute to those who have retired in the past year. It’s a time to reflect on achievements, share stories, and strengthen the bonds that make our workplace feel like a community.

What makes this event even more special is that it’s organized by a team of volunteer employees who pour their energy into creating a memorable experience for their peers. It’s a true labor of love—and a testament to the spirit of teamwork that defines our organization.

Family Fun Day

Strengthening Connections Beyond Work

Work-life balance is essential, and we believe that strong personal connections contribute to a healthier, happier workforce. That’s why we host Family Fun Day every summer—a free event where employees and their families can relax, unwind, and enjoy quality time together.

From major league baseball games to waterpark adventures, each Family Fun Day is designed to create lasting memories. These events help deepen friendships, build new connections, and remind us that we’re all part of something bigger than ourselves.

Employee Appreciation Program

Perks That Matter

We’re proud to offer tangible benefits that show our appreciation year-round. Through our Employee Appreciation Program, all active employees and retirees can travel as passengers for free on our ferries. Additionally, each employee has the option to purchase an annual pass that allows unlimited vehicle travel.

This benefit not only rewards our team—it also turns them into ambassadors for the ferry. By experiencing our services firsthand, employees can share authentic stories with customers and offer insights that enhance the overall experience.

This benefit not only rewards our team—it also turns them into ambassadors for the ferry. By experiencing our services firsthand, employees can share authentic stories with customers and offer insights that enhance the overall experience.

Ferry Fly

A Well-Deserved Break

After the hustle and bustle of the summer season, it’s time to kick back and celebrate with Ferry Fly—a special cruise event just for our team. Held in September, this event features food, entertainment, and a chance to relax on board the ferry.

What makes Ferry Fly unique is the role reversal: managers and supervisors take over frontline duties so that our operational staff can enjoy the event responsibility-free. While vessel operations still require a working crew, arrangements are made so these employees are still able to participate in the celebration.

It’s a fun and meaningful way to say “thank you” for a season of hard work and dedication.

Food, Fun, and Festivities

Fueling Morale

They say the way to someone’s heart is through their stomach—and we couldn’t agree more! Throughout the year, we host a variety of food-focused events to show our appreciation.

At the start of the high season, we bring in local food trucks to provide free lunches for all staff. At the end of the season, it’s time for ice cream, courtesy of a local vendor. During the holidays, we host catered Thanksgiving and Christmas lunches, giving employees a chance to gather, celebrate, and enjoy a festive meal together.

Importantly, we make sure that all employees—whether on shift or off—have the opportunity to participate. For those who can’t attend in real time, meals are saved so no one misses out.

Customer Service Week

A Week of Gratitude

Every October, we celebrate Customer Service Week, a nationwide event that we’ve made our own. Each day of the week features a different surprise, from snacks and swag to a pizza party that brings everyone together.

We go the extra mile to ensure that all employees feel appreciated, including those working on vessels or in remote locations. Pizza is even delivered to crews underway, and off-duty employees are encouraged to join in the festivities.

Conclusion

Putting People First, Always

At the Cape May – Lewes Ferry, we know that our success is built on the dedication, passion, and professionalism of our employees. By investing in recognition, appreciation, and community, we’re not just building a stronger team—we’re creating a workplace where people feel proud to belong.

Because when we take care of our people, they take care of our customers—and that’s a journey worth celebrating.