邮轮客舱对客服务质量督导

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》双语版邮轮客舱对客服务质量督导学校：湖北科技职业学院授课老师：杨国丽知识目标：理解邮轮客舱对客服务质量相关督导标准的功能KnowledgeGoal:Understandthefunctionofthesupervisionstandardsrelatedtothequalityofpassengerserviceinthecruisecabin.技能目标：掌握提高邮轮客舱服务质量的方式方法SkillGoal:Learnhowtoimprovethequalityofcruisecabinservice.素质目标：灵活处理个性化服务需求与规范化服务要求，具备邮轮客舱基层督导的专业素养QualityGoal:Flexiblehandlingofpersonalizedserviceneedsandstandardizedservicerequirements,withcruisecabinbasicsupervisionofprofessionalism.学习目标LearningGoals知识点KnowledgePoints知识点一：客舱有关服务标准KnowledgePoint1:Cabin-relatedservicestandards.知识点二：邮轮客舱服务质量的方式方法KnowledgePoint2:Methodsofcruisecabinservicequality.知识点三：对客服务的细节化KnowledgePoint3:Detailsofcustomerservice.Cabin-relatedservicestandards.一、客舱有关服务标准1235674客舱有关服务标准Serviceprocedurestandards.服务程序标准Efficiencystandards.效率标准Statuscriteria.状态标准Qualityinspection.质量检查Servicefacilities,suppliesfacilities.服务设施、用品设施Branchenergystandards.枝能标准Specifications.规格标准Methodsofcruisecabinservicequality.二、邮轮客舱服务质量的方式方法第一提高客舱服务员的服务技能Improvetheserviceskillsofcabincrew.服务技能和操作规程是提高客舱服务质量和工作效率的重要保障Serviceskillsandoperatingproceduresareimportantguaranteestoimprovecabinservicequalityandworkefficiency.邮轮客舱部的很多工作要求会随不同情况发生变化，要求客舱服务员必须要有相应的服务意识，灵活应变Manyoftheworkrequirementsofthecruisecabindepartmentwillchangewithdifferentcircumstances,requiringcabincrewmusthaveacorrespondingsenseofservice,flexibleresponse.第二培养客舱部员工的服务意识Cultivatethesenseofserviceofcabinstaff.第三为游客提供个性化的服务Personalizedserviceforvisitors.规范化的服务是保证客舱服务质量的基本要求，但每位客人都是不同的都有自己的个性化需求特点Standardizedserviceisthebasicrequirementtoensurethequalityofcabinservice,buteachguestisdifferentandhasitsownpersonalizedneeds.Detailsofcustomerservice.三、对客服务的细节化“时时、处处、事事”都要从游客的角度去考虑"Always,everywhere,everything"shouldbeconsideredfromtheperspectiveoftourists.主管查房每日检查一个细节，督促服务员重视细节服务Thesupervisorcheckstheroomeverydaytocheckadetail,urgesthewaitertopayattentiontothedetailservice.每日工作总结例会上多分享对客服务的细节，重视榜样力量Dailyworksummarymeetingtosharethedetailsofcustomerservice,payattentiontothepowerofrolemodels.游客意见反馈表Visitorfeedbackform.以此作为考核客舱服务员工作好坏的重要依据之一，并在以后的工作中针对性改善对客服务质量Asanimportantbasisforassessingthequalityofcabincrewwork,andinthefutureworktargetedtoimprovethequalityofservicetopassengers.直接向游客征求意见Askvisitorsdirectlyforadvice.了解游客对邮轮客舱的各项需求Learnaboutyourneedsforcruisecabins.学校：湖北科技职业学院授课老师：杨国丽员工意见反馈Employeefeedback.对游客需求和满意情况最为了解的且与游客接触最多的是一线员工Thefirst-linestaffwhoaremostawareoftheneedsandsatisfactionoftouristsandhavethemostcontactwiththem.学校：湖北科技职业学院授课老师：杨国丽思考ThinkingToimprovethequalityofcruisecabinservice,inadditiontothiscoursewelearntheway,wethinkthereareotherwaystoimprovethequalityofcabinservice?提高邮轮客舱服务质量，除了本次