Cruise Operations Management: Hospitality Perspectives, 3rd Edition (Paperback) book cover

Cruise Operations Management

Hospitality Perspectives, 3rd Edition

By Philip Gibson, Richard Parkman

Routledge

380 pages | 79 B/W Illus.

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pub: 2018-10-04
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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.

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

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

About the Authors

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.

Subject Categories

BISAC Subject Codes/Headings:
BUS081000
BUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism
TRV000000
TRAVEL / General