Cruise Operations Management
Hospitality Perspectives
Preview
Book Description
Cruise Operations Management: Hospitality Perspectives offers 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 students and professionals alike.
Since the last edition of this book was published, there have been many important developments in the industry. This third edition has been updated to include:
- New content on: health, safety and security, sustainability, environmental impacts of cruise operations, changing and emerging markets, professionalism and talent management, innovation and digital technologies
- A new chapter on 'Leadership in the cruise industry'
- New international case studies throughout to provide a real-world insight into the industry
- Additional online resources, including PowerPoint slides for instructors and student quizzes to test knowledge
This comprehensive, accessible and engaging text is essential reading for all those seeking to study cruise operations management whether for academic or vocational reasons.
Table of Contents
Chapter 1: Contemporary Cruise Operations
The Elements of Cruising
A History of Cruising
The Image of Cruising
The Cruise Market
Acquisitions and Mergers
Cruise Brands
The Economics of Cruising
Summary and Conclusion
Chapter 2: Selling Cruises and Cruise Products
The Market
Cruise Operators
The Travel Agent
Marketing Actions and Alliances
Loyalty
The Cruise Product
Accommodation
Dining Onboard
Bars
Entertainment
Shore Excursions
Wellness – including spa, beauty, therapy and haircare
Shops
Photography
Casino
Weddings and Renewal of Vows and Celebratory Items
Brand Values and Vessel Classification
Summary and Conclusion
Chapter 3: Maritime Issues and Legislation
The Shipping Industry
The Legal Environment
Ship Nationality, Registration and Flag
Marine Pollution
Safety of Life at Sea
Sanitation and Cleanliness
Marine Security
Cruise Ships and the Environment
Financial Responsibility
Maritime Organisations
Summary and Conclusion
Chapter 4: Cruise Geography
Destinations
Tropical Zones
Tourists and Climate
Cruise Ports by Type
Primary Cruising Regions: the Caribbean
Primary Cruising Regions: Europe and the Mediterranean
Primary Cruising Regions: North America
Primary Cruising Regions: Oceania and South Pacific
Other Cruise Destinations
Summary and Conclusion
Chapter 5: Planning the Itinerary
What is a Cruise Destination?
What makes a Good Port of Call?
Analysis and Evaluation
Tourist Motivations
Logistics, Positioning and Planning
Shore Excursions
Summary and Conclusion
Chapter 6: Working Onboard
The Roles and Responsibilities on a Cruise Ship
The Management of Hotel Services
The Shipboard Culture: Managing a Multicultural Crew
Working Onboard: Practical Considerations
Recruitment Practices
Challenges for Leaders
Uniforms at Sea
Summary and Conclusion
Chapter 7: Guest Services
Service and Quality
Quality for Products and Services
Operations and Management
Managing Guest Services
Information
Influences on Guest Services: Tipping
The Human Side of Service Quality
Guest Service Systems for Cruise Companies
Demography, Profiles of Cruise Guests and Specific Needs
Providing Guest Service
What is Good Practice for Guest Service?
Orientation for Guest Service
Summary and Conclusion
Chapter 8: Managing Food and Drink Operations
The Provision of Food and Drink On board
Supplies and Services
Food Production and Service Delivery Systems
Organising People, Products, Processes, Premises and Plant
Guest Demands and Operational Capabilities
Control Actions for Food and Drink Operations
Planning Wine Lists
Food Safety, Health and Safety and Consumer Protection
Summary and Conclusion
Chapter 9: Managing Facilities
Revenue or Yield Management
Costs, Sales and Markets
Administering Accommodation
Aesthetics and Ergonomics
Accommodation Systems
Work Schedules and Routines
Dry Dock
Environmental Issues
Summary and Conclusion
Chapter 10: Health, Safety and Security
Travelling safely
Centers for Disease Control and Vessel Sanitation Program
Norovirus
Vessel Sanitation Program Inspection
Safety at Sea
Assessing Risk
Providing a Service to Guests who have Special Needs
Summary and Conclusion
Chapter 11: Talent Management and Training
Talent and Training
Talent at Sea
Developing a trained crew
Learning Cultures
Training Needs Analysis/Assessment (TNA)
Skills Development
Planning a Training Session
Mentoring
Learning and Motivation
Summary and Conclusion
Chapter 12: Leadership in the Cruise Industry
The Context of Leading on Cruise Ships
Leadership and Management
Leadership Theories
Emotional Intelligence
Emotional Labour
Surface Acting and Deep Acting
Leading with Emotions
Situational Leadership
Leader-Member Exchange Theory
Transformational Leadership
Work Communities and Cultural Communities at Sea
Formal Power Structures Hierarchies and Community-Based Power
Team Leadership
Working and leading on board cruise ships – common influencing factors
Summary and Conclusion
Chapter 13: Managing Integrated Operations
Researching Graduate Employment on Cruise Ships
Research Planning
Results and Findings
Implications
Developing an Understanding of the Cruise Environment
The Purser’s Office and Integrated Practice
Summary and Conclusion
Chapter 14: Cruise Management Resources
A consideration of resources
Conclusion
Author(s)
Biography
Philip Gibson is currently a Visiting Research Fellow at the University of Plymouth having recently retired as the Academic Director of the University Hotel School and Associate Head of School (Teaching and Learning). He introduced the BSc (Hons) Cruise Management in 2003 and was also the driving force in developing the University Hotel School.
Richard Parkman is a lecturer in leadership and programme leader for the BSc (Hons) Cruise Management at the University of Plymouth. He is also the programme leader for Hospitality, Tourism and Cruise Management programmes for HKU SPACE in Hong Kong and the Regional Development Manager for the University of Plymouth.
Reviews
‘Cruise Operations Management: Hospitality Perspectives is a true "compass" for those aspiring to become future leaders within one of the most fascinating and fastest growing industries in the world, the cruise industry.’ Ovi Herman, Corporate Manager, Guest Relations, Celebrity Cruises, USA
‘Recently updated, this is an invaluable resource for anyone interested in the highly complex and fascinating world of cruise. Detailed information about the industry and working onboard, presented alongside international case studies, make this an essential text for scholars and practitioners.’ Dr. Clare Weeden, University of Brighton, UK