01項(xiàng)目1郵輪前廳概要Project1Introduction:TheCruiseGuestServicesDepartment1任務(wù)1-1郵輪前廳部的主要任務(wù)Mission1-1TheMainTasksofTheCruiseGuestServicesDepartment任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)Mission1-2TheOrganizationalStructureofTheCruiseGuestServicesDepartment2目錄CONTENTS任務(wù)1-3郵輪前廳部員工的素質(zhì)要求Mission1-3TheQualityRequirementsforTheCruiseGuestServiceStaff3學(xué)習(xí)目的闡述郵輪前廳部的概念舉例郵輪前廳部的主要工作任務(wù)闡述郵輪前廳部的6個主要部門區(qū)分郵輪前廳部在顧客不同活動周期中的主要工作任務(wù)比較巨型游輪、大型郵輪、中小型郵輪的前廳部的組織機(jī)構(gòu)的設(shè)置差異闡述員工端莊的儀容儀表的3個層次的含義演示展現(xiàn)得體的站姿、坐姿、走姿與蹲姿區(qū)別海上的生活與陸地上的生活的差別項(xiàng)目1郵輪前廳概要來源：圖片來自美篇LearningObjectivesStatetheconceptofthecruiseship'sfrontofficedepartment.Illustratethemaintasksofthecruiseship'sfrontofficedepartment.ExplainthesixmaindepartmentswithintheCruiseGuestServicesDepartment.DistinguishthemaintasksoftheGuestServicesDepartmentduringdifferentcustomeractivitycycles.ComparethedifferencesintheorganizationalsetupoftheGuestServicesDepartmentamongverylargecruisecruises,largecruises,andsmallandmedium-sizedcruises.Statethethreelevelsofmeaningbehindthedecentappearanceanddemeanorofemployees.Demonstrateappropriatestanding,sitting,walking,andsquattingpostures.Tellthedifferencesbetweenthelifeatseaandthelifeonland.Project1Introduction:TheCruiseGuestServicesDepartmentSource:ImagefromMeipian.2任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)Mission1-2TheOrganizationalStructureofTheCruiseGuestServicesDepartment■

一、郵輪前廳部部門設(shè)置（DepartmentalSetupoftheCruiseGuestServicesDepartment）■

二、郵輪前廳部組織機(jī)構(gòu)圖

（OrganizationalChartoftheGuestServicesDepartment）（一）郵輪前廳部主要部門關(guān)于前廳部的部門設(shè)置，不同郵輪公司各有不同，一般來說，郵輪前廳部由前臺、總機(jī)、禮賓、登船等部門組成。有的郵輪公司如維京郵輪將岸上觀光和未來航程銷售也放到前廳部中，郵輪前廳部的主要部門設(shè)置右圖所示。一、郵輪前廳部部門設(shè)置任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)郵輪前廳部GuestServicesDepartment前臺FrontDesk總機(jī)Operator禮賓Concierge登船Embarkation1.1MainDepartmentsoftheCruiseGuestServicesDepartmentRegardingthedepartmentalsetupofGuestServicesDepartment,differentcruisecompanieshavetheirownvariations.Generallyspeaking,thecruisefrontofficeiscomposedofdepartmentssuchasthereceptiondesk,operator,concierge,andEmbarkation.Somecruisecompanies,likeVikingCruise,alsoincludeshoreexcursionsandfuturecruisesaleswithintheCruiseGuestServicesDepartment.ThemaindepartmentalsetupoftheCruiseGuestServicesDepartmentisillustratedinFigure1-1.1DepartmentalSetupoftheCruiseGuestServicesDepartmentMission1-2TheOrganizationalStructureofTheCruiseGuestServicesDepartment郵輪前廳部GuestServicesDepartment前臺FrontDesk總機(jī)Operator禮賓Concierge登船EmbarkationFigure1-1一、郵輪前廳部部門設(shè)置任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)下船之際Disembarking乘船期間OntheCruise登船之際Boarding乘船之前BeforeBoarding（二）郵輪前廳部在顧客各個活動周期中的主要工作任務(wù)借鑒游客在酒店的4個活動周期，我們將游客在郵輪上的活動周期也分為4個階段：乘船之前、登船之際、乘船期間、下船之際，如右圖所示。Mission1-2TheOrganizationalStructureofTheCruiseGuestServicesDepartment下船之際Disembarking乘船期間OntheCruise登船之際Boarding乘船之前BeforeBoarding1.2TheMainTasksoftheCruiseGuestServicesDepartmentThroughouttheCustomer'sActivityCycleDrawingfromthefouractivitycyclesofhotelguests,wealsodividetheactivitycycleofcruisepassengersintofourstages:beforeboarding,boarding,onthecruise,anddisembarking,asshowninFigure1-2.1DepartmentalSetupoftheCruiseGuestServicesDepartmentFigure1-2一、郵輪前廳部部門設(shè)置任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)（二）郵輪前廳部在顧客各個活動周期中的主要工作任務(wù)郵輪前廳部在顧客以上4個活動周期中發(fā)揮著舉足輕重的作用，其主要工作任務(wù)有：推銷客房并進(jìn)行艙房預(yù)訂、提供優(yōu)質(zhì)的接待服務(wù)、為游客提供各種綜合服務(wù)、負(fù)責(zé)客艙賬務(wù)等。郵輪前廳部在顧客各個活動周期中的主要工作任務(wù)如右表所示。1.2TheMainTasksoftheCruiseGuestServicesDepartmentThroughouttheCustomer'sActivityCycleThecruisefrontofficeplaysapivotalroleintheabovefouractivitycyclesofcustomers,withitsmaintasksincluding:sellingcabinsandhandlingcabinreservations,providinghigh-qualityreceptionservices,offeringvariouscomprehensiveservicestotourists,andmanagingcabinaccounting.ThemainworktasksofthecruisefrontofficeduringeachcustomeractivitycycleareshowninTable1-1.1DepartmentalSetupoftheCruiseGuestServicesDepartmentMission1-2TheOrganizationalStructureofTheCruiseGuestServicesDepartmentTable1-1（一）巨型郵輪前廳部組織機(jī)構(gòu)巨型郵輪一般是指噸位在7萬噸以上的郵輪，其前廳部的組織機(jī)構(gòu)健全、分工明確、層級清晰，分設(shè)前臺部、總機(jī)部、禮賓部、登船部、岸上觀光等對客服務(wù)部門，設(shè)有部門經(jīng)理、主管、領(lǐng)班和服務(wù)員四個層級。如右圖所示，為常見的巨型郵輪前廳部組織機(jī)構(gòu)示意圖。任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)二、郵輪前廳部組織機(jī)構(gòu)圖2.1OrganizationalStructureoftheGuestServicesDepartmentofVerylargeCruiseShipsVeryLargeCruiseShipsgenerallyrefertocruiseshipswithatonnageofover70,000tons.Theirfrontofficedepartmentshaveacompleteorganizationalstructure,cleardivisionoflabor,anddistincthierarchicallevels.TheyaredividedintoguestservicedepartmentssuchastheReceptionDepartment,OperatorDepartment,ConciergeDepartment,EmbarkationDepartment,andShoreExcursionDepartment.Therearefourhierarchicallevels:Manager,Supervisor,Captain,andStaff.AsshowninFigure2-1,itisacommonorganizationalchartofthefrontofficedepartmentofVeryLargeCruiseShips.Mission1-2TheOrganizationalStructureofTheCruiseGuestServicesDepartment2OrganizationalChartoftheGuestServicesDepartmentFigure2-1（二）大型郵輪前廳部組織機(jī)構(gòu)大型郵輪是指噸位在5萬～7萬噸之間的郵輪，與巨型郵輪相比，大型郵輪的前廳部機(jī)構(gòu)組成有所減少，設(shè)有前臺部、登船部和禮賓部等對客服務(wù)崗位，但職能完備，滿足接待服務(wù)的需要。管理層級減少，一般設(shè)部門經(jīng)理、主管（或領(lǐng)班）、服務(wù)員三個層級。如右圖所示，為常見的巨型郵輪前廳部組織機(jī)構(gòu)示意圖。二、郵輪前廳部組織機(jī)構(gòu)圖任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)2.2OrganizationalStructureoftheGuestServicesDepartmentonLargeCruiseShipsLargeCruiseShipsrefertothosewithatonnagebetween50,000and70,000tons.ComparedtoVeryLargeCruiseShips,thefrontofficedepartmentonlargecruiseshipshasareducedorganizationalstructure,equippedwithguestservicepositionssuchasthefrontdesk,embarkationdepartment,andconciergedepartment.Whileitsfunctionsarecomplete,meetingtheneedsofreceptionservices.Themanagementhierarchyisstreamlined,generallyconsistingofthreelevels:departmentmanager,supervisor(orteamleader),andservicestaff.AsshowninFigure2-2,itillustratesacommonorganizationalstructureoftheGuestServicesDepartmentonaverylargecruiseship.Mission1-2TheOrganizationalStructureofTheCruiseGuestServicesDepartment2OrganizationalChartoftheGuestServicesDepartmentFigure2-2（三）中小型郵輪前廳部組織機(jī)構(gòu)噸位在5萬噸以下的郵輪被稱為中小型郵輪，中小型郵輪一般在酒店總監(jiān)下設(shè)前臺部經(jīng)理，負(fù)責(zé)接待、問訊、收銀、總機(jī)、登船、離船和禮賓等對客服務(wù)，通常設(shè)立領(lǐng)班和服務(wù)員兩個層級。如右圖所示，是常見的中小型郵輪前廳部組織機(jī)構(gòu)示意圖。二、郵輪前廳部組織機(jī)構(gòu)圖任務(wù)1-2郵輪前廳部的組織機(jī)構(gòu)2.3OrganizationalStructureoftheFrontOfficeDepartmentonSmallandMedium-sizedCr