邮轮上的宾客服务天津海运职业刘艳课件

邮轮上的宾客服务GuestServiceOnboardaCruise天津海运职业学院刘艳TianjinMaritimeCollegeLiuYan邮轮宾客服务GuestServiceOnboard邮轮宾客服务岗位PostofGuestServiceOnboard前台经理

FrontDeskManager宾客服务专员GuestServiceSpecialist团队协调专员

Coordinator礼宾专员ConciergeOfficer证件专员CertificateSpecialist离船专员

Disembarkationspecialist话务员Operator印刷员Printer邮轮宾客服务岗位PostofGuestServiceOnboard登船Embarkation船上活动OnboardActivities岸上观光ShoreExcursion离船Disembarkation目录Content礼宾服务ConciergeService1前台服务FrontOfficeService2总机服务OperatorService3礼宾服务ConciergeService01PARTConciergeService登船服务EmbarkationService离船服务DisembarkationService特殊事项处理Handlingofspecialissues礼宾服务

ConciergeServiceVIP客人接待ReceptionofVIPguests登船服务

EmbarkationService证件查验CertificateInspection信息登记InformationRegistration行李服务

BaggageService迎宾活动

WelcomeActivities离船服务

DisembarkationService举行欢送活动

Holdafarewellevent办理离船手续

Handledisembarkationprocedures托运行李物品

Checkbaggage离船服务

DisembarkationService引导游客在集合区域等待

Guidetouriststowaitintheassemblyarea特殊事项客人提前批次离船

Guestsneedingspecialcareleavetheshipinad1游客中止行程怎么办？Whatshouldtouristsdoiftheystoptravelingduringthevoyage?特殊情况处理HandlingofSpecialIssues了解游客中止行程原因Understandthereasonwhytouristsstoptraveling指导游客填写相关表格Guidetouriststofillinrelevantforms帮助游客准备离船文件Helptouristspreparedisembarkationdocuments特殊情况处理HandlingofSpecialIssues将游客信息告知港口工作人员Informtheportstaffoftourists’information将游客信息告知船上各部门负责人Informthepersoninchargeofeachdepartmentonboardofthetourists’information协助游客进行酒店以及返程航班的预订Assisttouriststobookhotelsandreturnflights2游客误船怎么办？Whatshouldtouristsdoiftheymissthecruise?VIP客人接待

ReceptionofVIPGuests欢迎接待会

WelcomeDinner特色餐厅预订

SpecialtyRestaurantReservation岸上观光行程

ShoreExcursion定制化购物建议

CustomizedShoppingSuggestions办理商务事宜

HandleBusinessAffairs安排机场接送ArrangeAirportTransfer前台服务FrontOfficeService02PART前台服务

FrontOfficeServiceFrontOfficeService问询服务InquiryService换舱服务CabinShiftService收银服务CashierService网络服务NetworkService问询服务

InquiryService查询服务

Queryservice留言服务MessageService广播服务BroadcastService信件服务Mailservice物品转交服务GoodsHandoverService换舱服务CabinShiftService换舱CabinShift升舱CabinUpgrade降舱CabinDowngrade换舱流程CabinShiftService1234核对游客信息Checktouristinformation调换客舱并发放房卡Shiftthecabinandissuetheroomcard电脑信息系统报备Computerinformationsystemreport跟进了解游客满意度Followupwithtourists’degreeofsatisfaction收银服务

CashierService

现金结算方式

PaymentbyCash

提前预付押金并使用现金进行结算Depositinadvanceandusecashforsettlement信用卡结算方式PaymentbyCreditCard在前台将登船卡与信用卡相关联Associateboardingcardwithcreditcardatthefrontdesk通过邮轮上的自助设备自行办理Selfservicethroughequipmentonboard手机移动支付使用PaymentbyCellPhone使用支付宝等新型支付手段

Usenewpaymentmeansie.Alipay网络服务

NetworkService

邮轮海上局域网

LANOnboardatSea总机服务OperatorService03PART总机服务

OperatorService邮轮内部沟通联络通讯枢纽Communicationcenterforcruiseinternalcommunication提高邮轮对客服务效率Improvetheefficiencyofcustomerservice邮轮宾客服务特点FeaturesofGuestServiceOnboard全面性Inclusiveness综合性Comprehensiveness协调性Coordination主人翁意识

SenseofOwnership本讲小结SUMMARY邮轮上的宾客服务

GuestServiceOnboardaCruise礼宾服务ConciergeService前台服务FrontOfficeService总机服务OperatorService邮轮宾客服务与酒店