3rd Edition

Cruise Operations Management Hospitality Perspectives

    400 Pages 79 B/W Illustrations
    by Routledge

    400 Pages 79 B/W Illustrations
    by Routledge

    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 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

    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.

    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