邮轮客舱清洁保养质量管理

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》双语版邮轮客舱清洁保养质量管理学校：湖北科技职业学院授课老师：杨国丽知识目标：了解保证客舱始终保持环境清新的卫生清洁保养标准KnowledgeGoal:Learnabouthygienicandcleanmaintenancestandardsthatkeepthecabincleanandhygienicatalltime.技能目标：掌握邮轮客舱清洁和保养质量管理技能SkillGoal:Masterthequalitymanagementskillsofcruisecabincleaningandmaintenance.素质目标：能够依据邮轮客舱清洁保养区域的特点合理地采用清洁保养措施QualityGoal:Accordingtothecharacteristicsofthecruisecabincleaningandmaintenanceareareasonableuseofcleaningandmaintenancemeasures.学习目标LearningGoals知识点KnowledgePoints知识点一：邮轮客舱清洁保养标准、规程制定KnowledgePoint1:Cruisecabincleaningandmaintenancestandards,procedures.知识点二：邮轮客舱清洁保养质量KnowledgePoint2:Cruisecabincleaningandmaintenancequality.Cruisecabincleaningandmaintenancestandards,procedures.一、邮轮客舱清洁保养标准、规程制定Developoperatingstandards.Mainlyusedforthecontroloftheworkprocess,theservicelinksinorderaccordingtothechronologicalorder,notonlyrequirestheorderofservicework,butalsorequirestoensuretheintegrityofservicecontent.Operatingstandardsforcabincleaningandmaintenancearebasedonthecruiseship'sbusinessphilosophy,methodsandmarketdemand.1.制定操作标准主要用于对工作过程的控制，将服务环节根据时间顺序进行有序排列，既要求做到服务工作的有序性，又要求保证服务内容的完整性。客舱清洁保养的操作标准按照邮轮的经营理念、方法以及市场需求为依据制定…

……

…2.制定功能性标准Developfunctionalstandards.…

……

…一是生化标准，要防止生物、化学及放射性物质污染的标准First,biochemicalstandards,topreventbiological,chemicalandradioactivecontaminationstandards.二是感官标准，邮轮员工和游客通过视觉、触觉、嗅觉等感觉器官能直接感受到的标准Second,sensorystandards,cruiseshipemployeesandvisitorsthroughvision,touch,smellandothersensoryorganscandirectlyfeelthestandard.3.制定时效标准为保证客舱清洁保养工作效率和合理的劳动消耗，客舱部实行时效管理Developastatuteoflimitations.Inordertoensuretheefficiencyofcabincleaningandmaintenanceandreasonablelaborconsumption,thecabindepartmentimplementstimemanagement…

……

…员工专业素质服务模式客源情况质量标准清洁器具制定时效标准考虑因素DevelopTime-of-the-timeStandardConsiderations制定清洁保养的时效标准重点考虑五点因素Thedevelopmentoftime-keepingstandardsforcleaningandmaintenancefocusesonfivefactors:professionalqualityofemployees,qualitystandards,servicemodels,cleaningutensilsandcustomeravailability.Cruisecabincleaningandmaintenancequality.二、邮轮客舱清洁保养质量1.有效控制质量的工作基础Thebasisforeffectivequalitycontrol.2.严格邮轮清洁保养质量的逐级检查与控制Strictcruiseshipcleaningandmaintenancequalityofstep-by-stepinspectionandcontrol.3.制定清洁保养质量检查标准和内容Developqualityinspectionstandardsandcontentforcleaningandmaintenance.邮轮客舱清洁卫生保养质量、物品补充摆放情况、设备设施运行状况和邮轮客舱的整体效果Thequalityofcleanandhygienicmaintenanceinthecruisecabin,thesupplementaryplacementofitems,thehealthoftheequipmentandfacilitiesandtheoveralleffectofthecruisecabin.Usescientificcleaningandmaintenancequalityinspectionproceduresandmethods.4.采用科学的清洁保养质量检查程序和方法5.强调原始的记录Emphasizetheoriginalrecord.通过采用格式化手段实现规范化管理Standardizedmanagementisachievedbyformatting.学校：湖北科技职业学院123制定符合邮轮客舱经营规范的清洁保养标准和规程Developcleaningandmaintenancestandardsandproceduresthatcomplywiththeoperatingpracticesofcruisecabins.建立检查体系，有效控制清洁保养的质量Establishaninspectionsystemtoeffectivelycontrolthequalityofcleaningandmaintenance.采用科学的检查程序和方法改善客舱清洁保养质量Usescientificinspectionproceduresandmethodstoimprovethequalityofcabincleaningandmaintenance.小结Summary思考ThinkingDoyouthinkitisnecessaryforthecabindepartmenttospendalotofmanpowerandmaterialresourceseverydayoncabincleaningandmaintenance,aswellastocarryoutdifferentlevelsofqualityinspectio