邮轮客舱楼层主管的督导职责

职业教育国际邮轮乘务管理专业教学资源库《邮轮客舱服务与管理》双语版邮轮客舱楼层主管的督导职责学校：湖北科技职业学院授课老师：杨国丽知识目标：了解邮轮客舱楼层主管的督导职责和督导方式KnowledgeGoal:Understandthesupervisoryresponsibilitiesandmannerinwhichthecruisecabinfloorsupervisorissupervised.技能目标：掌握邮轮客舱楼层主管的督导技能SkillGoal:Masterthesupervisionskillsofthecruisecabinfloorsupervisor.素质目标：能够依据邮轮客舱工作需要培养自己的团队合作意识和服务意识QualityGoal:Beabletodevelopyourownsenseofteamworkandserviceaccordingtotheneedsofcruisecabinwork.学习目标LearningGoals知识点KnowledgePoints知识点一：楼层主管的岗位职责KnowledgePoint1:Thejobresponsibilitiesofthefloorsupervisor.知识点二：客舱楼层主管的督导方式KnowledgePoint2:Thewaythecabinfloorsupervisorsupervisesit.Thejobresponsibilitiesofthefloorsupervisor.一、楼层主管的岗位职责Laundrysupervisor.洗衣房主管Thedirectoroftheclothandgrasshouse.布草房主管HeadofPublicAreas.公共区域主管Floorsupervisor.楼层主管主管职位SupervisorPosition.不定期对客舱员工进行思想政治教育、业务操作培训，提高客舱员工职业素养、业务水平、操作技能Fromtimetotime,thecabinstafftocarryoutideologicalandpoliticaleducation,businessoperationtraining,improvethecabinstaffprofessionalquality,businesslevel,operatingskills.通过参加会议、听取汇报等对客舱员工进行有效的管理和监督，保证客舱及楼层所辖区域的最佳服务状态Toensurethebestservicestatusofthecabinandfloorareasthrougheffectivemanagementandsupervisionofcabinstaffthroughmeetings,briefings,etc.对客舱部经理负责，主持督导所管辖楼层都客舱服务员的工作Beresponsibletothecabinmanagerandsupervisetheworkofthecabincrewonthefloorsunderhisjurisdiction.负责所辖楼层物资的管理和控制，确保设备的完好，督导客舱部物资发放制度的执行Responsibleforthemanagementandcontrolofmaterialsonthefloorsunderitsjurisdiction,ensurethegoodqualityofequipment,andsupervisetheimplementationofthematerialdistributionsystemofthecabindepartment.主持每日客舱服务员的工作分配，根据每次邮轮接待的客源情况，调整好客舱部分的一线服务人员和物资，检查、落实客舱的接待程序Topresideoverthedailycabincrewassignment,accordingtothesourceofeachcruiseshipreception,adjustthefirst-lineservicepersonnelandmaterialsinthecabinpart,checkandimplementthecabinreceptionprocedures.监督日常工作质量和服务效果，保持邮轮客舱服务标准和客舱清洁保养标准，抽查客舱清洁保养质量Supervisethequalityofdailyworkandserviceeffectiveness,maintainthestandardofcruisecabinserviceandcabincleaningandmaintenancestandards,checkthequalityofcabincleaningandmaintenance.

及时与客服部门联系，随时核对客舱情况，提供准确的房态Timelycontactwithcustomerservicedepartment,atanytimetocheckthecabinsituation,toprovideaccurateroomconditions.负责所辖楼层的安全工作，做好防火、防盗工作，监督员工执行各项操作规程Responsibleforthesafetyofthefloorunderitsjurisdiction,doagoodjoboffireprevention,anti-theftwork,supervisionofemployeestocarryoutvariousoperatingprocedures.协助经理受理客舱宾客的投诉，督导客舱员工工作成效和行为，负责所辖楼层员工的业绩考核Toassistthemanagertoreceivecomplaintsfromcabinguests,supervisetheworkeffectivenessandbehaviorofcabinstaff,andberesponsiblefortheperformanceappraisalofthestaffonthefloorsunderhisjurisdiction.主管职位SupervisorPosition.Thewaythecabinfloorsupervisorsupervisesit.二、客舱楼层主管的督导方式案例：某校国际邮轮管理专业毕业生Kate在星梦邮轮公司某邮轮做了一个合同期的客舱服务员，母校专业老师针对客舱楼层主管督导方式对她进行了访谈Case:Kate,agraduateofinternationalcruisemanagementataschool,workedasacabinattendantonacruiseshipatStarDreamCruises,andheralmamater'sprofessionalteacherinterviewedheraboutthewaythecabinsupervisorsupervisedher.123通过检查客舱服务员客舱清扫情况，督导客舱服务员提高客舱清洁保养技能Bycheckingthecabincrewcabincleaningsituation,supervisethecabincrewtoimprovecabincleaningandmaintenanceskills.通过多种培训，提高客舱服务员细节服务意识、行为规范意识和灵活服务意识Throughavarietyoftraining,improvethecabincrewdetailsserviceawareness,behaviornormsawarenessandflexibleserviceawareness.通过任务分工和团建活动，提高客舱服务员的团队合作意识和沟通交流技能Throughthedivisionoftasksandgroupbuildingactivities,improvethecabincrew'ssenseofteamworkandcommunicationskills.小结Summary思考ThinkingBywatchingtheteacher-studentinterviewsitcom,youfindouthowthecabin