How Lake Geneva Cruise Line Boosted Crew Tips and Eliminated Tipping Admin

About Lake Geneva Cruise Line

Lake Geneva Cruise Line has been a beloved fixture on the waters of Lake Geneva, Wisconsin for decades, offering scenic boat tours that bring guests face-to-face with the area's stunning shoreline. The operation runs multiple vessels with crews that include tour guides, captains, and bar staff — all of whom provide a hands-on, guest-facing experience that has always been tip-worthy.

Ellen Burling, General Manager with 3 years in the role and 39 years prior as Assistant General Manager, oversees day-to-day operations including scheduling, payroll, and crew management.

The Challenge: Tips Guests Wanted to Give, But Couldn't

Lake Geneva Cruise Line had a tipping culture guests wanted to participate in — but couldn't. Most visitors arrived without cash. And unlike a hotel or restaurant, there's no front desk moment, no card terminal, no natural prompt.

Beyond the cashless problem, the operation had a structural complexity that ruled out simple solutions. With multiple vessels running multiple tours per day, crews rotate mid-day — meaning the people working the morning tour aren't always the same as the evening crew. Any tipping solution would need to account for the exact tour time and crew configuration, not just split tips across a single pool.

Burling also had a practical requirement: whatever solution she implemented had to run itself. "I do enough with payroll. I wanted something simple — once it was set up, it was out of my hands."

"There were quite a few times when people would say, 'I don't have cash — I would love to tip your crew.' And we had no option for them."

Ellen Burling

General Manager, Lake Geneva Cruise Line

The Solution: Tour-Specific Digital Tipping That Runs Itself

After evaluating several platforms, Burling landed on eTip. Her initial hesitation? The platform appeared heavily hotel-focused.

The implementation included:

• Flexible tip jars configured by vessel and time of tour
• QR code collateral placed strategically throughout each boat — near seats, at the bar, and close to the restrooms
• A QR code sign posted at the end of the gangplank so guests could tip as they departed
• A simple daily crew sheet allowing Burling to cross-reference tips received against the right team members

"At first I wasn't sure about eTip because a lot of it seemed geared toward hotels — and I wasn't sure whether it would really translate to what we do. But it did perfectly."

Ellen Burling

General Manager, Lake Geneva Cruise Line

Results: More Tips, Zero Extra Work

The impact was immediate — and the numbers speak for themselves.

Substantial Tip Revenue

Over $13,000 in digital tips collected in the first season, with one standout crew member accumulating $600–$700 in digital tips over six months — on top of his regular cash gratuities.

Strong Team Buy-In

When the boats went back out after winter, crews immediately asked to put the signs back up — proof the platform had become something they relied on and valued.

Zero Administrative Burden

Once configured, the platform runs itself. No manager overhead, no cash handling, no manual distribution — freeing Burling to focus on everything else.

Digital Added to Cash — It Didn't Replace It

QR code signage acted as a tipping reminder for all guests, including those already intending to tip with cash — increasing overall gratuities across the board.

Looking Ahead

Following a successful first season, Burling expects adoption to grow further in the year ahead. She's also become an advocate within her industry. As a FareHarbor customer and regular attendee of the annual tour operator conference in Las Vegas, she regularly fields questions from fellow operators about the platform.

"It worked exactly the way we wanted. I didn't have to figure out a way to make it work around limitations — that was never an issue. I really don't have to think about it at all once it's set up. I would definitely recommend eTip to other operators. If anyone ever asks me, I will always recommend it."

Ellen Burling

General Manager, Lake Geneva Cruise Line