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Cruise Operations Management : Hospitality Perspectives.

Cruise Operations Management : Hospitality Perspectives.
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10022965 Access this eBook online Ebook for IBSM and Logistics   GUtech Library . . Available .  
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ISBN 9780203129272
9780415699402
Author Gibson, Philip
Title Cruise Operations Management : : Hospitality Perspectives.
2nd ed.
Description 1 online resource (322 pages)
Contents Front Cover -- Cruise Operations Management -- Copyright Page -- Contents -- 1. Contemporary cruise operations -- Summary -- Introduction -- The elements of cruising -- A history of cruising -- The image of cruising -- The cruise market -- The economics of cruising -- Summary and conclusions -- References -- 2. Selling cruises and cruise products -- Introduction -- The market -- Cruise operators -- The travel agent -- Marketing actions and alliances -- Loyalty -- The cruise product -- Accommodation -- Dining onboard -- Bars -- Entertainment -- Shore excursions -- Spa, beauty therapy and hair care -- Shops -- Photography -- Casino -- Weddings and renewal of vows and celebratory items -- Brand values and vessel classification -- Summary and conclusions -- References -- 3. Maritime issues and legislation -- Introduction -- Shipping industry -- The legal environment -- Ship nationality, registration and flag -- Marine pollution -- Safety of Life at Sea -- Sanitation and cleanliness -- Marine security - MARSEC -- Cruise ships and the environment -- Financial responsibility -- Maritime organizations -- Summary and conclusions -- References -- 4. Cruise geography -- Destinations -- Tropical zones -- Tourists and climate -- Primary cruising regions -- Other cruise destinations -- Summary and conclusions -- References -- 5. Planning the itinerary -- What is a cruise destination? -- What makes a good port of call? -- Analysis and evaluation -- Tourist motivations -- Logistics, positioning and planning -- The elements of planning -- Regulations -- Marketing and demand -- Logistics -- Shore excursions -- Summary and conclusions -- References -- 6. Working onboard -- The roles and responsibilities on a cruise ship -- The management of hotel services -- The shipboard culture: managing a multicultural crew -- Working onboard: practical considerations.
Recruitment practices -- Challenges for leaders -- Summary and conclusions -- References -- 7. Customer services -- Introduction -- Service and quality -- Quality for products and services -- Operations and management -- Managing customer services -- Information -- Influences on customer services: tipping -- The human side of service quality -- Customer service systems for cruise companies -- Demography, profiles of cruise customers and specific needs -- Providing customer service -- What is good practice for customer service? -- Orientation for customer service -- Summary and conclusions -- References -- 8. Managing food and drink operations -- Introduction -- Food and drink onboard -- Supplies and services -- Food production and service delivery systems -- Organizing people, products, processes, premises and plant -- Customer demands and operational capabilities -- Control actions for food and drink operations -- Food safety, health and safety and consumer protection -- Planning wine lists -- Summary and conclusions -- References -- 9. Managing facilities -- Introduction -- Revenue or Yield Management -- Costs, sales and markets -- Administering accommodation -- Aesthetics and ergonomics -- Accommodation systems -- Work schedules and routines -- Drydock -- Environmental issues -- Summary and conclusions -- References -- 10. Health, safety and security -- Introduction -- Travelling safely -- Centers for Disease Control and Protection - Vessel Sanitation Program -- The Norovirus -- Vessel Sanitation Program inspection -- Safety at sea -- Assessing risk -- Providing a service to customers who have special needs -- Summary and conclusions -- References -- 11. Training and learning onboard -- Introduction -- Training and learning -- Learning cultures -- Training Needs Analysis/Assessment (TNA) -- Skills development -- Planning a training session.
Mentoring -- Learning and motivation -- Summary and conclusions -- References -- 12. Managing integrated operations -- Introduction -- Researching graduate employment on cruise ships -- Research planning -- Results and findings -- Implications -- Developing an understanding of the cruise environment -- The Purser's Office and integrated practice -- Summary and conclusions -- References -- 13. Cruise management resources -- Introduction -- A consideration of sources -- Generic cruise textbooks -- Cruise conference proceedings -- Cruise tourism and products -- Cruise employment -- Cruise geography, itinerary planning and environment -- Managing cruise services -- Selective guide to journal articles and periodicals -- Useful websites -- Useful cruise company/brand websites -- Conclusion -- References -- Index.
Subject Cruise lines -- Management.
Electronic books. Ocean travel -- Management
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