游船实务与管理
2009-8
武汉大学出版社
程丛喜 主编
266
“海上酒店”是旅游船的专业术语，它是集“吃、住、行、游、购、娱”为一体的水上流动饭店，除了具备陆上酒店的一般功能外，还具有交通功能和流动功能。随着世界经济的发展，人们生活水平的不断提高，自20世纪80年代以来，世界游船业以每年7％的速度递增，近几年来，更是呈加速增长的态势，国内沿海游船和内河游船、特别是长江游船旅游也日益成熟和完善，对海上酒店的管理和服务人员的素质要求越来越高，尤其需要既有理论知识又有实际操作技能，并且熟悉船舶水上知识和精通外语的复合型人才。经过深入调查研究和实地考察，海上酒店专业人才无论是在国际上还是在国内都具有良好的就业前景。 1．国际海上酒店业人才就业状况 随着世界海洋旅游业的迅速发展，乘船旅游将成为一种时尚。截至2003年年底，全球具有一定规模的豪华游船公司大约有70家，约300艘游船，总排水量为93l万吨，最大载客能力约为25万人。2001年，全球豪华游船游客近l 000万人次。其他游船市场也日益兴旺，莱茵河、尼罗河年游船游客量均为600万人次。据国际游船协会统计，2007年，仅北美洲乘游船旅游的游客就达到1260万人次。其他地区乘游船旅游的游客人（次）数也持续增长。游船业不仅增长快，发展潜力巨大，而且经营利润丰厚。自2000年至今已有74艘大型豪华游轮投入运营，2002年新增11艘，2003年新增10艘，2004年新增7艘，2007年新增10艘，2008年新增9艘。目前，国际游船业的就业人数已达34．8万，在未来的3年里，又将有23艘大型豪华游轮投入运营，需增加5．8万名新员工，这些员工绝大部分都来自发展中国家。根据统计和研究，每艘游轮上海上酒店部门员工所占比例最大，为70．16％，其他部门员工所占比例依次为：行政管理部门为3．49％，驾驶部门为6．46％，轮机部门为9．63％，娱乐部门为9．95％，医疗部门为0．32％。从这些数字不难看出，世界游船业对海上酒店人才的需求量日益增大。
《游船实务与管理》一书内容主要包括国际游船业发展概况、游船业多种文化环境中工作和生活的基本情况、游船专业术语、游船上工作健康与安全的法定要求、游船工作实务与管理、游船卫生实务与管理、游船安全实务与管理及游船上工作必需掌握的日常英语，是广大学生以及酒店船员从事国际游船业及酒店业的必备用书。本书和游船实际工作密切结合，与国际游船教育接轨，既可作为高等院校旅游管理专业、航海专业、高等职业教育教学和双语教学用书，又可作为职业培训或相关专业的参考用书。
PART I INFORMATION FOR MARITIME HOTEL STUDENTS 1.Background for Studying This Course 2.The Target for Studying This Course 3.Overview of the Cruise Industry 3.1 What is a cruise ship? 3.2 The first, past, present & future cruise Ships 3.3 How many cruise ships are active in the world today? 3.4 How many new cruise ships have been or will be put into operation? 3.5 The introduction of some cruise ship operators 3.6 Where do passengers mainly come from? 3.7 Where do passengers like to travel to? 3.8 The cruise ship employees 3.9 Who works where? 4.The Benefits & Challenges of "Life at Sea" 4.1 Benefits of "life at sea" 4.2 Challenges of "life at sea"--living conditions, etc.for you ( cruise ship employees)PART II WORKING ON THE CRUISE SHIPS 1.Ship's Terminology 1.1 Ship's view & terms 1.2 The term~ about the galley line during meal servic 1.3 About the dining room 1.4 About the bar set-up 1.5 The terms about the supply and store of food produc'ts 1.6 About cleaning on board 2.Onboard Departments and Management Structure 2.1 Onboard departments 2.2 The general management structure 2.3 The general lines of authority & identification stripes of officers onboard ... 3.Job Description Onboard 3.1 Deck department 3.2 Engine department 3.3 Hotel operations department 3.4 Housekeeping department 3.5 Food and beverage department 3.6 Galley / Kitchen department 3.7 Cruise staff department 3.8 Entertainment department 3.9 Medical department (Infirmary onboard ) 3.10 Beauty salon / Spa 3.11 Photo department 3.12 Gift shops department 3.13 Casino department 3.14 Other individual jobs 4.Language & Communication 4.1 Shipboard language 4.2 Shipboard communication 5.Customer Service 5.1 Why is good customer service important? 5.2 Two types of customers-external & internal customers 5.3 What is good customer service? 5.4 What is bad customer service? 5.5 Why do business lose customers? 5.6 State of mind for offering services to passengers 5.7 Passengers' expectations 5.8 The5 Ps 5.9 Anticipating the customer's needs 5.10 Art of speaking to passengers 5.11 The culture mistakes we should avoid 6.Team Work & Disciplinary Procedure Onboard……
（2） First Engineer The first engineer is responsible for the daily maintenance and operations of theengineering and technical aspects of the vessel as directed by the chief engineer. Extensiveexperience with minimum four to six years in subordinate positions on board ships isrequired. Diploma from accredited maritime training school or facility and fluent Englishlanguage skills are required. （3） Second Engineer The second engineer is responsible for the daily maintenance and operations of theengineering and technical aspects of the vessel as directed by the chief engineer. Extensiveexperience with minimum three to five years in subordinate positions on board ships isrequired. Diploma from accredited maritime training school or facility and fluent Englishlanguage skills are required. （4） Third Engineer The third engineer is responsible for the daily maintenance and operations of theengineering and technical aspects of the vessel as directed by the chief engineer. Extensiveexperience with minimum two to four years in subordinate positions on board ships isrequired. Diploma from accredited maritime training school or facility and fluent Englishlanguage skills are required. （5） Motorman The motorman is responsible for the daily maintenance and cleaning of specific engineparts as directed by the chief engineer. Experience with minimum one to two years onboard ships is required. Diploma from accredited maritime training school or facility andgood English language skills are required. （6） Fitter The fitter is responsible for the daily maintenance and cleaning of engines andmechanical equipment as directed by the chief engineer. Experience with minimum one totwo years on board ships is required. Diploma from accredited maritime training school orfacility and basic English language skills are required. （7） Wiper The wiper is responsible for trash pickup in engine room， tool pickup， generalcleaning and painting of engine room. Basic English language skills are required.
