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| 遊船實務與管理 |
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| (查找更多有關 程叢喜 主編 的資訊) |
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◆基本信息◆ |
| 書號：9787307072336 |
作者：程叢喜 主編 |
| 開本： |
裝幀： |
| 出版日期：2009-8-1 |
出版社：武漢大學出版社 |
圖書類型：  |
字數：333000 |
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| ◆內容介紹◆ |
PART I INFORMATION FOR MARITIME HOTEL STUDENTS
1.Background for Studying This Course
2.The Target for Studying This Course
3.Overview of the Cruise Industry
3.1 What is a cruise ship?
3.2 The first, past, present & future cruise Ships
3.3 How many cruise ships are active in the world today?
3.4 How many new cruise ships have been or will be put into operation?
3.5 The introduction of some cruise ship operators
3.6 Where do passengers mainly come from?
3.7 Where do passengers like to travel to?
3.8 The cruise ship employees
3.9 Who works where?
4.The Benefits & Challenges of "Life at Sea"
4.1 Benefits of "life at sea"
4.2 Challenges of "life at sea"--living conditions, etc.for you ( cruise ship employees)
PART II WORKING ON THE CRUISE SHIPS
1.Ship's Terminology
1.1 Ship's view & terms
1.2 The term~ about the galley line during meal servic
1.3 About the dining room
1.4 About the bar set-up
1.5 The terms about the supply and store of food produc'ts
1.6 About cleaning on board
2.Onboard Departments and Management Structure
2.1 Onboard departments
2.2 The general management structure
2.3 The general lines of authority & identification stripes of officers onboard ...
3.Job Description Onboard
3.1 Deck department
3.2 Engine department
3.3 Hotel operations department
3.4 Housekeeping department
3.5 Food and beverage department
3.6 Galley / Kitchen department
3.7 Cruise staff department
3.8 Entertainment department
3.9 Medical department (Infirmary onboard )
3.10 Beauty salon / Spa
3.11 Photo department
3.12 Gift shops department
3.13 Casino department
3.14 Other individual jobs
4.Language & Communication
4.1 Shipboard language
4.2 Shipboard communication
5.Customer Service
5.1 Why is good customer service important?
5.2 Two types of customers-external & internal customers
5.3 What is good customer service?
5.4 What is bad customer service?
5.5 Why do business lose customers?
5.6 State of mind for offering services to passengers
5.7 Passengers' expectations
5.8 The5 Ps
5.9 Anticipating the customer's needs
5.10 Art of speaking to passengers
5.11 The culture mistakes we should avoid
6.Team Work & Disciplinary Procedure Onboard
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