Cruise operations management

著者

    • Gibson, Philip

書誌事項

Cruise operations management

Philip Gibson

（The management of hospitality and tourism enterprises series）

Butterworth-Heinemann, 2006

大学図書館所蔵 件 / 全10件

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注記

Includes bibliographical references and index

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内容説明・目次

内容説明

Cruise Operations Management provides a comprehensive and contextualised overview of hospitality services for the cruise industry. As well as providing a background to the cruise industry, it also looks deeper into the management issues providing a practical guide for both students and professionals alike. A user-friendly and practical guide it discusses issues such as: * The history and image of cruising * How to design a cruise and itinerary planning * Roles and responsibilities on a cruise ship * Customer service systems and passenger profiles * Managing food and drink operations onboard * Health, safety and security Cruise Operations Management presents a range of contextualised facts illustrated by a number of case studies that encourage the reader to examine the often complex circumstances that surround problems or events associated to cruise operations. The case studies are contemporary and are constructed from first hand research with a number of international cruise companies providing a real world insight into this industry. Each case study is followed by questions that are intended to illuminate issues and stimulate discussion. The structure of the book is designed so the reader can either build knowledge cumulatively for an in-depth knowledge of managerial practices and procedures onboard a cruise ship, or they can 'dip in' and make use of specific material and case studies for use within a more generic hospitality or tourism learning context.

目次

  • 1 Introduction to Cruise Operations Introduction to the book Elements of cruising A history of cruising The image of cruising The cruise market 2 Maritime issues and legislation The development of the shipping industry. Ships and shipping. Commercial practices and the legal environment. The role of international maritime organisations for cruise operations. Cruise ship management and environmental issues. 3 Designing a cruise - itinerary planning. Itinerary options. Planning, forecasting and cruise development Logistics, positioning and planning. Shore excursions. Port authorities. 4 Working onboard The roles and responsibilities on a cruise ship The purser and hotel services. The shipboard culture. Case study - cultural diversity onboard. 5 Passenger services Operations and management. The range of passenger services. Internal and external factors that influence passenger services. Customer service systems for cruise lines Profiles of cruise passengers and specific needs. 6 Managing food and drink operations An introduction to managing food and drink operations. Supplies and services. Food service delivery systems. Organising people, products, processes, premises and plant. Passenger/customer demands and operational capabilities. Control actions for food and drink operations. Licensing, food safety, health and safety and consumer protection A case study: managing food and drink operations onboard. 7 Managing facilities An introduction to managing facilities onboard The facilities and amenities infrastructure Use of resources to maximise potential in the facility Methods used to support and control outcomes within the facility Passengers and facilities A case study related to managing facilities onboard. 8 Health, safety and security Safety and security onboard Passengers with special needs Managing food hygiene Destinations and health, safety and security issues. Swimming pools, air quality and potable water. Risk analysis, hazard analysis and critical control points Port Health Authorities. Two case studies: one related to the Norwalk virus and the other security provisions onboard. 9 Training onboard Situated learning Learning cultures Training needs, skills development and coaching skills A case study relating to training onboard. 10 Managing integrated operations Management functions onboard. Administration
  • accounting
  • banking, finance and control. Medical, counselling
  • health and safety. Management strategies
  • customer service
  • service quality
  • total guest satisfaction
  • balanced score card
  • critical success factors
  • empowerment. Ship to shore - management interconnectivity and congruence Contemporary cruising Three case studies: one related to managing the introduction of a new vessel, the second related to provision of supplies and services for a cruise vessel and the third relating to the planning and provision of shore excursions. References Appendices

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