職業(yè)教育國(guó)際郵輪乘務(wù)管理專(zhuān)業(yè)教學(xué)資源庫(kù)《郵輪客艙服務(wù)與管理》雙語(yǔ)版郵輪客艙對(duì)客服務(wù)質(zhì)量督導(dǎo)學(xué)校：湖北科技職業(yè)學(xué)院授課老師：楊國(guó)麗知識(shí)目標(biāo)：理解郵輪客艙對(duì)客服務(wù)質(zhì)量相關(guān)督導(dǎo)標(biāo)準(zhǔn)的功能KnowledgeGoal:Understandthefunctionofthesupervisionstandardsrelatedtothequalityofpassengerserviceinthecruisecabin.技能目標(biāo)：掌握提高郵輪客艙服務(wù)質(zhì)量的方式方法SkillGoal:Learnhowtoimprovethequalityofcruisecabinservice.素質(zhì)目標(biāo)：靈活處理個(gè)性化服務(wù)需求與規(guī)范化服務(wù)要求，具備郵輪客艙基層督導(dǎo)的專(zhuān)業(yè)素養(yǎng)QualityGoal:Flexiblehandlingofpersonalizedserviceneedsandstandardizedservicerequirements,withcruisecabinbasicsupervisionofprofessionalism.學(xué)習(xí)目標(biāo)LearningGoals知識(shí)點(diǎn)KnowledgePoints知識(shí)點(diǎn)一：客艙有關(guān)服務(wù)標(biāo)準(zhǔn)KnowledgePoint1:Cabin-relatedservicestandards.知識(shí)點(diǎn)二：郵輪客艙服務(wù)質(zhì)量的方式方法KnowledgePoint2:Methodsofcruisecabinservicequality.知識(shí)點(diǎn)三：對(duì)客服務(wù)的細(xì)節(jié)化KnowledgePoint3:Detailsofcustomerservice.Cabin-relatedservicestandards.一、客艙有關(guān)服務(wù)標(biāo)準(zhǔn)1235674客艙有關(guān)服務(wù)標(biāo)準(zhǔn)Serviceprocedurestandards.服務(wù)程序標(biāo)準(zhǔn)Efficiencystandards.效率標(biāo)準(zhǔn)Statuscriteria.狀態(tài)標(biāo)準(zhǔn)Qualityinspection.質(zhì)量檢查Servicefacilities,suppliesfacilities.服務(wù)設(shè)施、用品設(shè)施Branchenergystandards.枝能標(biāo)準(zhǔn)Specifications.規(guī)格標(biāo)準(zhǔn)Methodsofcruisecabinservicequality.二、郵輪客艙服務(wù)質(zhì)量的方式方法第一提高客艙服務(wù)員的服務(wù)技能Improvetheserviceskillsofcabincrew.服務(wù)技能和操作規(guī)程是提高客艙服務(wù)質(zhì)量和工作效率的重要保障Serviceskillsandoperatingproceduresareimportantguaranteestoimprovecabinservicequalityandworkefficiency.郵輪客艙部的很多工作要求會(huì)隨不同情況發(fā)生變化，要求客艙服務(wù)員必須要有相應(yīng)的服務(wù)意識(shí)，靈活應(yīng)變Manyoftheworkrequirementsofthecruisecabindepartmentwillchangewithdifferentcircumstances,requiringcabincrewmusthaveacorrespondingsenseofservice,flexibleresponse.第二培養(yǎng)客艙部員工的服務(wù)意識(shí)Cultivatethesenseofserviceofcabinstaff.第三為游客提供個(gè)性化的服務(wù)Personalizedserviceforvisitors.規(guī)范化的服務(wù)是保證客艙服務(wù)質(zhì)量的基本要求，但每位客人都是不同的都有自己的個(gè)性化需求特點(diǎn)Standardizedserviceisthebasicrequirementtoensurethequalityofcabinservice,buteachguestisdifferentandhasitsownpersonalizedneeds.Detailsofcustomerservice.三、對(duì)客服務(wù)的細(xì)節(jié)化“時(shí)時(shí)、處處、事事”都要從游客的角度去考慮"Always,everywhere,everything"shouldbeconsideredfromtheperspectiveoftourists.主管查房每日檢查一個(gè)細(xì)節(jié)，督促服務(wù)員重視細(xì)節(jié)服務(wù)Thesupervisorcheckstheroomeverydaytocheckadetail,urgesthewaitertopayattentiontothedetailservice.每日工作總結(jié)例會(huì)上多分享對(duì)客服務(wù)的細(xì)節(jié)，重視榜樣力量Dailyworksummarymeetingtosharethedetailsofcustomerservice,payattentiontothepowerofrolemodels.游客意見(jiàn)反饋表Visitorfeedbackform.以此作為考核客艙服務(wù)員工作好壞的重要依據(jù)之一，并在以后的工作中針對(duì)性改善對(duì)客服務(wù)質(zhì)量Asanimportantbasisforassessingthequalityofcabincrewwork,andinthefutureworktargetedtoimprovethequalityofservicetopassengers.直接向游客征求意見(jiàn)Askvisitorsdirectlyforadvice.了解游客對(duì)郵輪客艙的各項(xiàng)需求Learnaboutyourneedsforcruisecabins.學(xué)校：湖北科技職業(yè)學(xué)院授課老師：楊國(guó)麗員工意見(jiàn)反饋Employeefeedback.對(duì)游客需求和滿(mǎn)意情況最為了解的且與游客接觸最多的是一線員工Thefirst-linestaffwhoaremostawareoftheneedsandsatisfactionoftouristsandhavethemostcontactwiththem.學(xué)校：湖北科技職業(yè)學(xué)院授課老師：楊國(guó)麗思考ThinkingToimprovethequalityofcruisecabinservice,inadditiontothiscoursewelearntheway,wethinkthereareotherwaystoimprovethequalityofcabinservice?提高郵輪客艙服務(wù)質(zhì)量，除了本次