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To order this title, and for more information, click here
By
Philip Gibson, Programme Manager, Hospitality Management, University of Plymouth, UK
Description
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.
Audience
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.
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.
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
| Bibliographic details |
Paperback, 192 pages, publication date: APR-2006
ISBN-13: 978-0-7506-7835-3
ISBN-10: 0-7506-7835-6
Imprint: BUTTERWORTH HEINEMANN
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| Price and Ordering |
Price:
EUR 47.95
GBP 31.99
USD 49.95
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Last update: 5 Sep 2009
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