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.
Table of Contents
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.
Planning, forecasting and cruise development
Logistics, positioning and planning.
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
9 Training onboard
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
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.