Part 1 Information for Studying This Course
1.1Background for Studying This Course1
1.2The Target for Studying This Course3
Part 2 Overview of the Cruise Industry2.1What Is a Cruise Ship5
2.2Some Information on the Cruise Ships of Different Times7
2.2.1SS Prinzessin Victoria Luise7
2.2.2MV Princesa Victoria8
2.2.3MV Aurora8
2.2.4MS Oasis of the Seas9
2.3How Many Cruise Ships Are Active in the World Today10
2.4How Many New Cruise Ships Have Been or Will Be Put into Operation10
2.5The Introduction of Some Main Cruise Ship Operators11
2.5.1Carnival Corporation & Plc11
2.5.2Royal Caribbean Cruises Ltd.19
2.5.3Genting Hong Kong Limited22
2.5.4Silversea Cruises26
2.5.5Disney Cruise Line26
2.5.6Mediterranean Shipping Cruises27
2.5.7Regent Seven Seas Cruises28
2.6Where Do Passengers Mainly Come From31
2.7Where Do Passengers Like to Travel to31
2.7.1Mediterranean31
2.7.2Canary Islands31
2.7.3Scandinavia31
2.7.4The Caribbean Sea31
2.7.5Alaska32
2.8The Cruise Ship Employment32
2.9Who Works Where32
2.10The Benefits & Challenges of “Life at Sea”34
2.10.1Benefits of “Life at Sea”34
2.10.2Challenges of “Life at Sea”35
Part 3 Working on the Cruise Ship3.1Ship�餾 Terminology38
3.1.1Ship�餾 View & Terms38
3.1.2The Terms about the Galley Line During Meal Service41
3.1.3About the Dining Room43
3.1.4About the Bar Set�瞮p47
3.1.5The Terms about the Supply and Store of Food Products49
3.1.6About Cleaning on Board50
3.2Onboard Departments and Management Structure53
3.2.1Onboard Departments53
3.2.2The General Management Structure56
3.2.3The General Lines of Authority & Identification Stripes of Officers Onboard60
3.3Job Description Onboard62
3.3.1Deck Department62
3.3.2Engine Deparment66
3.3.3Purser Department69
3.3.4Housekeeping Department73
3.3.5Food and Beverage Department77
3.3.6Galley/Kitchen Department82
3.3.7Cruise Staff Department87
3.3.8Entertainment Department91
3.3.9Medical Department （Infirmary Onboard）94
3.3.10Beauty Salon/Spa95
3.3.11Photo Department98
3.3.12Gift Shops Department99
3.3.13Casino Department100
3.3.14Other Individual Jobs101
3.4Language & Communication105
3.4.1Shipboard Language105
3.4.2Shipboard Communication105
3.5Team Work & Disciplinary Procedure Onboard113
3.5.1Team Work113
3.5.2Disciplinary Procedure Onboard113
Part 4 Customer Service4.1What Is Customer Service115
4.2Why Are Our Customers Important115
4.3Why Is Good Customer Service Important115
4.4Two Types of Customers�瞖xternal & Internal Customers116
4.5Positive Attitude & Negative Attitude Towards Passengers, Colleagues, Supervisors116
4.6What Is Good Customer Service117
4.7What Is Bad Customer Service117
4.8Why Do Business Lose Customers119
4.9The 4 Basic Needs of Customers119
4.10State of Mind for Offering Services to Passengers120
4.11Passengers Expectations120
4.12The 5 Ps120
4.13Anticipating the Customer�搒 Needs122
4.14How to Satisfy the Needs of Our Guests125
4.15Art of Speaking to Passengers128
4.16The Culture Mistakes We Should Avoid130
Part 5 Hygiene and Environmental Protection on the Cruise Ships
5.1Why Should We Study Hygiene Onboard a Cruise Ship135
5.2Public Health Challenges Onboard135
5.2.1Closed Micro Community135
5.2.2Dense Population136
5.2.3International Passengers and Crew136
5.2.4Mobile and Interactive Population136
5.2.5Rapid Turnover136
5.2.6Variable Quality and Safety of Provision136
5.2.7Potential for Explosive Disease Outbreaks136
5.2.8No Standardized Medical Care System136
5.3The Definition and Importance of Food Hygiene and Safety137
5.3.1What is Food Hygiene137
5.3.2What is Food Safety137
5.3.3Costs of Bad Food Hygiene138
5.3.4Bad Food Hygiene Impact on Business138
5.3.5Benefits of Good Hygiene138
5.4The Hygiene Supervising Organizations of Cruise Ships140
5.4.1CIEH140
5.4.2USPH140
5.5What Is Food Poisoning142
5.5.1What Is Food Poisoning142
5.5.2Coutaminated Food Will Cause Illnesses142
5.5.3The Main Symptoms of Food Poisoning142
5.6Food Borne Diseases143
5.6.1What�搒 Food Borne Disease144
5.6.2Food Poisoning and Food Borne Disease Are Different144
5.7Microorganisms145
5.7.1Bacteria145
5.7.2Characteristics of Bacteria145
5.7.3Pathogenic Bacteria145
5.7.4Spoilage Bacteria146
5.7.5Useful （or Helpful） Bacteria146
5.7.6Growth of Bacteria146
5.7.7Conditions for Bacterial Growth146
5.7.8High Risk Foods147
5.7.9Safe or Low Risk Foods148
5.7.10Dealing with Poultry Safely148
5.7.11Avoiding Food Danger149
5.7.12Bacterial Spores150
5.7.13Main Food Poisoning Bacteria150
5.8Contamination of Food155
5.8.1Where Do Bacteria Come from155
5.8.2How Do Bacteria Get into Food156
5.8.3Identify the Three Types of Contamination156
5.8.4Prevention of Contamination157
5.8.5Avoid Cross Contamination by Cleaning157
5.8.6Preventing Cross Contamination During Food and Drink Service157
5.8.7The Ten Main Reasons for Food Poisoning157
5.8.8The Food Poisoning Chain158
5.9Food Preservation and Personal Hygiene159
5.9.1Food Preservation159
5.9.2Personal Hygiene160
5.10Premises162
5.10.1Premises Design and Construction162
5.10.2Cleaning Premises and Equipments163
5.11Pest Control165
5.11.1The Main Pests166
5.11.2Pests Should Be Effectively Controlled166
5.11.3Reasons for Attracting Pests to Food Premises166
5.11.4Cockroaches166
5.11.5Houseflies167
5.12Food Waste Disposal and Food Safety Law168
5.12.1Food Waste Disposal168
5.12.2Food Safety Law168
5.13Environmental Protection170
5.13.1The Shipboard Organizational Structure170
5.13.2Applicable Environmental Laws170
5.13.3Environmental Aspects & Impacts170
5.13.4Waste Disposal171
Part 6 Safety Practice on the Cruise Ships
6.1General Safety Precautions—All Departments175
6.2Safety Precautions for Cabins Stewards and Cleaners（Housekeeping）Department178
6.3Safety Precautions for Dealing with Substances Hazardous to Health180
6.3.1How to Deal with Substances Hazardous to Health180
6.3.2How Do Hazardous Substances Enter Your Body181
6.3.3Safety Practices for Dealing with Hazardous Substances182
6.4Personal Booklet183
6.5Safety Training Induction Programme195
Appendix 1 General Rules & Regulations for Officers，Staff & Crew Onboard
Appendix 2 Disciplinary Rules，Regulations & Procedures
Appendix 3 Code of Appearance for Crew Members Onboard
Appendix 4 ISM Code Booklet
Appendix 5 Basic Interview Questions about Cruise Ships
Appendix 6 The Pictures of Different Cruise Ships
參考文獻(xiàn)