Cruise Operations ManagementBy
- Philip Gibson, Programme Manager, Hospitality Management, University of Plymouth, UK
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.
Undergraduate degrees in Cruise Operations Management and specific elective courses (e.g. cruise industry, cruise management etc) on hospitality and tourism degrees. Supplementary reading for some post graduate degree study, university libraries and professionals.
Published: April 2006
Imprint: Butterworth Heinemann
This is a long awaited addition to the resource base for teaching a specialist tourism sector of Cruising. Dr. Philip Gibson has taken a novel approach that will be useful for students and practitioners alike. An innovative and contemporary book on Cruise Operations Management, this text will be an invaluable source for hospitality, tourism, travel students and cruising practitioners as well as for more specialist target readers who require insights into maritime issues and legislation. The integrated nature of the book is an ideal source for those studying not only for a career in Cruise Management but also for students studying specialist subjects at undergraduate and post graduate level in tourism and hospitality, services marketing, intermediary relationship marketing, geography of tourism and specific core operations management subjects such as facilities management, food and beverage management, destination cruising itinerary planning and customer service. The people element of training is also addressed in a practical way. Case studies are featured in many chapters to consolidate the learning. The authors own personal experience in the cruising sector adds value to the reading. Any academic developing a specialist elective unit/module in cruise management will see the benefits of this as a core text in hospitality, travel and tourism studies. The applied and theoretical nature of the book is clearly an unique source and focuses both on strategic and tactical operational perspectives in a cruising context. The final chapter synthesises the integrated nature of Cruising Operations Management; leaving the reader in no doubt that the Cruise Operations manager of the future needs not only to have a technical core role but also needs to be multi-disciplined in managing cruise ships. The book I believe has made a major contribution to the body of knowledge in the expanding tourism sector of global cruising. An asset on any academic book shelf and hospitality, tourism and travel students core reading list. -- Adrian S. Thomas, MSc, DMS, MCIM, Senior Lecturer in Services Marketing for the Hospitality and Tourism industries, The Manchester Metropolitan University
- 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 legislationThe 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 developmentLogistics, positioning and planning.Shore excursions.Port authorities.4 Working onboardThe roles and responsibilities on a cruise shipThe 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 protectionA case study: managing food and drink operations onboard. 7 Managing facilities An introduction to managing facilities onboardThe facilities and amenities infrastructure Use of resources to maximise potential in the facilityMethods used to support and control outcomes within the facilityPassengers and facilitiesA case study related to managing facilities onboard. 8 Health, safety and security Safety and security onboardPassengers with special needsManaging 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 skillsA 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 congruenceContemporary 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.ReferencesAppendices