01模塊二登船服務(wù)Module2BoardingService1Project2-1登船準(zhǔn)備工作PreparationforboardingProject

2-2登船服務(wù)流程Shipboardingserviceprocess2目錄CONTENTSProject

2-3辦理登船手續(xù)Check-inprocedures3Project2-4登船常見問題處理Handlingoffrequentlyaskedquestionsaboutboarding4學(xué)習(xí)目的掌握登船相關(guān)的準(zhǔn)備工作Masterthepreparationsrelatedtoboarding掌握游客登船的服務(wù)流程和相關(guān)手續(xù)Mastertheserviceprocessandrelatedproceduresoftouristboarding做好游客登船工作，為游客提供個(gè)性化服務(wù)Doagoodjobintheboardingoftouristsandprovidepersonalizedservicesfortourists.掌握登船常見問題的處理方法，具備應(yīng)急處理能力Masterthehandlingofcommonproblemsinboardingandhavetheabilitytodealwithemergencies.模塊二登船服務(wù)3項(xiàng)目2-3辦理登船手續(xù)Boardingserviceprocess■一、個(gè)人游客登船

Individualtouristsboardtheship■

二、團(tuán)體游客登船

Groupoftouristsboardtheship項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess任務(wù)一個(gè)人游客登船

Mission1Individualtouristsboardtheship【實(shí)訓(xùn)目的】LearningObjectives

了解和掌握個(gè)人游客登船流程Understandandmastertheboardingprocessofindividualtourists【實(shí)訓(xùn)方法】Practicaltrainingmethod

Sixpeoplearegroupedintogroups,andthepositionallocationoftheboardingdepartmentiscarriedoutinaccordancewiththetouristboardingprocess.Theboardingdepartmentmanager,deputymanager,boardingspecialist,certificatemanagementspecialist,customsclearanceofficer,guideandotherpositionsaresetup.Eachteammemberplaystheroleoftheboardingdepartmentstaffandtourists,simulatingtheboardingoperationproceduresofindividualtourists.（一）抵達(dá)郵輪碼頭游客在指定時(shí)段抵達(dá)郵輪碼頭，登船部引導(dǎo)員負(fù)責(zé)歡迎并為游客提供問詢服務(wù)。

（一）ArriveatthecruiseterminalTouristsarriveatthecruiseterminalatadesignatedtime,andtheguideoftheboardingdepartmentisresponsibleforwelcomingandprovidinginquiryservicesfortourists.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（二）托運(yùn)行李游客到達(dá)行李托運(yùn)處辦理行李托運(yùn)，行李托運(yùn)處工作人員應(yīng)指導(dǎo)游客填寫郵輪專用的行李牌并系到行李上，交由行李員運(yùn)至客艙門口；提醒游客攜帶的小件行李可自行提上船，無需托運(yùn)；建議游客將重要證件及貴重物品自行攜帶上船。項(xiàng)目2-3

辦理等船手續(xù)（二）CheckedluggageWhentouristsarriveattheluggagecheck-inoffice,thestaffoftheluggagecheck-inofficeshouldguidethetouriststofillintheluggagetagforthecruiseshipandtieittotheluggage,andhanditovertothedoorofthecabinbytheporter;remindtouriststhatthesmallluggagetheycarrycanbecarriedontheshipwithoutcheck-in;itisrecommendedthattouristscarryimportantdocumentsandvaluablesbythemselves.Getontheship.Project2-3Boardingserviceprocess（三）辦理登記并關(guān)聯(lián)信用卡1.向游客問好，詢問是否需要辦理登記；2.請游客出示登船通行證、護(hù)照、簽證、家庭法律文件等登船文件并核對信息；3.采集護(hù)照信息；4.在郵輪登船系統(tǒng)中辦理登記；5.打印郵輪登船卡；6.詢問游客是否需要將信用卡與郵輪船卡綁定，并開通船卡的消費(fèi)功能；7.請游客出示國際信用卡；8.注冊信用卡，取得游客信用卡的預(yù)授權(quán)，并請游客在預(yù)授權(quán)單上簽字；9.將信用卡、郵輪船卡、護(hù)照、簽證、家庭法律文件等交還給游客；10.向游客道別。項(xiàng)目2-3

辦理等船手續(xù)（三）Registerandassociateacreditcard(1)Sayhedotothetouristsandaskiftheyneedtoregister;(2)Pleaseshowtheboardingpass,passport,visa,familylegaldocumentsandotherboardingdocumentsandchecktheinformation;(3)Collectpassportinformation;(4)Registerinthecruiseboardingsystem;(5)Printthecruiseboardingcard;(6)Asktouristsiftheyneedtobindthecreditcardtothecruiseshipcardandopentheconsumptionfunctionoftheshipcard;(7)Pleaseshowyourinternationalcreditcard;(8)Registeracreditcard,obtainthepre-authorizationofthetourist'screditcard,andaskthetouristtosignthepre-authorizationform;(9)Returncreditcards,cruiseshipcards,passports,visas,familylegaldocuments,etc.totourists;(10)Saygoodbyetotourists.Project2-3Boardingserviceprocess（四）安全檢查

根據(jù)安檢要求，對游客進(jìn)行身體和所攜帶物品及行李的檢查。（四）SecuritycheckAccordingtotherequirementsofsecurityinspection,thebodyandluggageoftouristswillbechecked.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（五）辦理“一關(guān)兩檢”“一關(guān)”是指海關(guān)檢查，“兩檢”是指檢驗(yàn)檢疫和邊防檢查。Applyfor"onecustomandtwoinspections"（五）Applyfor"onecustomandtwoinspections""Onecustoms"referstocustomsinspection,and"twoinspections"referstoinspectionandquarantineandborderinspection.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（六）護(hù)照收集將游客的護(hù)照統(tǒng)一收集保管，在各?？扛弁？恐稗k理出入境手續(xù)。

（六）PassportcollectionCollectandkeeptourists'passports,andgothroughtheentryandexitproceduresbeforestoppingateachportofcall.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（七）相片采集查驗(yàn)各個(gè)游客的郵輪船卡，要求游客進(jìn)行登船安檢拍照，照片信息存入郵輪系統(tǒng)中并與郵輪船卡關(guān)聯(lián)，用于游客上下船面部掃描對比。（七）CollectphotosCheckthecruiseshipcardofeachtourist,andaskthetouristtocarryouttheboardingsecuritycheckandtakephotos.Thephotoinformationisstoredinthecruisesystemandassociatedwiththecruiseshipcard,whichisusedforthefacescanningandcomparisonoftouristsgettingonandofftheship.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（八）廊橋登船

指引游客登船并找到自己的艙房。（八）BoardingonthecoveredbridgeGuidetouriststoboardtheshipandfindtheirowncabin.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess項(xiàng)目2-3

辦理等船手續(xù)任務(wù)二團(tuán)體游客登船【實(shí)訓(xùn)目的】

了解和掌握團(tuán)隊(duì)游客登船流程【實(shí)訓(xùn)方法】

4人為一組進(jìn)行分組，將所有小組分為游客組、登船部、行李托運(yùn)處、護(hù)照收集組、相片采集處、安檢處、旅行社領(lǐng)隊(duì)組，按照游客登船流程進(jìn)行崗位分配。各小組組員按分配到的崗位進(jìn)行崗位工作模擬，分別扮演不同的身份，模擬團(tuán)隊(duì)游客登船操作程序。項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess任務(wù)二團(tuán)體游客登船【LearningObjectives】Understandandmastertheboardingprocessofgrouptourists【Practicaltrainingmethod】

Fourpeoplearegroupedintogroups,andallgroupsaredividedintotouristgroups,boardingdepartment,luggagecheck-inoffice,passportcollectiongroup,photocollectionoffice,securityinspectionoffice,andtravelagencyteamleadergroup,andpostallocationiscarriedoutaccordingtothetouristboardingprocess.Eachgroupmemberconductsjobsimulationaccordingtotheassignedposition,playsdifferentidentities,andsimulatestheoperationproceduresofteamtouristsboarding.（一）碼頭集合游客在指定時(shí)段抵達(dá)郵輪碼頭，登船部引導(dǎo)員負(fù)責(zé)歡迎并為游客提供問詢服務(wù)，引導(dǎo)游客領(lǐng)取船票（或船票、護(hù)照、簽證、家庭法律文件等）。（一）GatheratthedockWhentouristsarriveatthecruiseterminalatthedesignatedtime,theguideoftheboardingdepartmentisresponsibleforwelcomingandprovidinginquiryservicesfortourists,andguidingtouriststoreceivetickets(ortickets,passports,visas,familylegaldocuments,etc.).項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（二）托運(yùn)行李游客到達(dá)行李托運(yùn)處辦理行李托運(yùn)，行李托運(yùn)處工作人員應(yīng)指導(dǎo)游客填寫郵輪專用的行李牌并系到行李上，交由行李員運(yùn)至客艙門口；提醒游客攜帶的小件行李可自行提上船，無需托運(yùn)；建議游客將重要證件及貴重物品自行攜帶上船。（二）CheckedluggageWhentouristsarriveattheluggagecheck-inoffice,thestaffoftheluggagecheck-inofficeshouldguidethetouriststofillintheluggagetagforthecruiseshipandtieittotheluggage,andhanditovertothedoorofthecabinbytheporter;remindtouriststhatthesmallluggagetheycarrycanbecarriedontheshipwithoutcheck-in;itisrecommendedthattouristscarryimportantdocumentsandvaluablesbythemselves.Getontheship.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（三）柜臺登記（前五部分可由旅行社領(lǐng)隊(duì)代為辦理）1.向游客問好，詢問是否需要辦理登記；2.請游客出示登船通行證、護(hù)照、簽證、家庭法律文件等登船文件并核對信息；3.采集護(hù)照信息；4.在郵輪登船系統(tǒng)中辦理登記；5.打印郵輪登船卡；6.詢問游客是否需要將信用卡與郵輪船卡綁定，并開通船卡的消費(fèi)功能；7.請游客出示國際信用卡；8.注冊信用卡，取得游客信用卡的預(yù)授權(quán)，并請游客在預(yù)授權(quán)單上簽字；9.將信用卡、郵輪船卡、護(hù)照、簽證、家庭法律文件等交還給游客；10.向游客道別。項(xiàng)目2-3

辦理等船手續(xù)（三）Counterregistration(thefirstfivepartscanbehandledbythetravelagencyleader)(1)Sayhellotothetouristsandaskiftheyneedtoregister;(2)Pleaseshowtheboardingpass,passport,visa,familylegaldocumentsandotherboardingdocumentsandchecktheinformation;(3)Collectpassportinformation;(4)Registerinthecruiseboardingsystem;(5)Printthecruiseboardingcard;(6)Asktouristsiftheyneedtobindthecreditcardtothecruiseshipcardandopentheconsumptionfunctionoftheshipcard;(7)Pleaseshowyourinternationalcreditcard;(8)Registeracreditcard,obtainthepre-authorizationofthetourist'screditcard,andaskthetouristtosignthepre-authorizationform;(9)Returncreditcards,cruiseshipcards,passports,visas,familylegaldocuments,etc.totourists;(10)Saygoodbyetotourists.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（四）安全檢查

根據(jù)安檢要求，對游客進(jìn)行身體和所攜帶物品及行李的檢查。（四）SecuritycheckAccordingtotherequirementsofsecurityinspection,thebodyandluggageoftouristswillbechecked.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boardingserviceprocess（五）辦理“一關(guān)兩檢”“一關(guān)”是指海關(guān)檢查，“兩檢”是指檢驗(yàn)檢疫和邊防檢查。（五）Applyfor"onecustomandtwoinspections""Onecustoms"referstocustomsinspection,and"twoinspections"referstoinspectionandquarantineandborderinspection.項(xiàng)目2-3

辦理等船手續(xù)Project2-3Boar