Cruise Operations Management Hospitality Perspectives

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.

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 toGuests who have Special Needs Summary and Conclusion Chapter 11: TalentManagementand 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

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.