郵輪上的賓客服務(wù)GuestServiceOnboardaCruise天津海運(yùn)職業(yè)學(xué)院劉艷TianjinMaritimeCollegeLiuYan郵輪賓客服務(wù)GuestServiceOnboard郵輪賓客服務(wù)崗位PostofGuestServiceOnboard前臺(tái)經(jīng)理

FrontDeskManager賓客服務(wù)專員GuestServiceSpecialist團(tuán)隊(duì)協(xié)調(diào)專員

Coordinator禮賓專員ConciergeOfficer證件專員CertificateSpecialist離船專員

Disembarkationspecialist話務(wù)員Operator印刷員Printer郵輪賓客服務(wù)崗位PostofGuestServiceOnboard登船Embarkation船上活動(dòng)OnboardActivities岸上觀光ShoreExcursion離船Disembarkation目錄Content禮賓服務(wù)ConciergeService1前臺(tái)服務(wù)FrontOfficeService2總機(jī)服務(wù)OperatorService3禮賓服務(wù)ConciergeService01PARTConciergeService登船服務(wù)EmbarkationService離船服務(wù)DisembarkationService特殊事項(xiàng)處理Handlingofspecialissues禮賓服務(wù)

ConciergeServiceVIP客人接待ReceptionofVIPguests登船服務(wù)

EmbarkationService證件查驗(yàn)CertificateInspection信息登記InformationRegistration行李服務(wù)

BaggageService迎賓活動(dòng)

WelcomeActivities離船服務(wù)

DisembarkationService舉行歡送活動(dòng)

Holdafarewellevent辦理離船手續(xù)

Handledisembarkationprocedures托運(yùn)行李物品

Checkbaggage離船服務(wù)

DisembarkationService引導(dǎo)游客在集合區(qū)域等待

Guidetouriststowaitintheassemblyarea特殊事項(xiàng)客人提前批次離船

Guestsneedingspecialcareleavetheshipinad1游客中止行程怎么辦？Whatshouldtouristsdoiftheystoptravelingduringthevoyage?特殊情況處理HandlingofSpecialIssues了解游客中止行程原因Understandthereasonwhytouristsstoptraveling指導(dǎo)游客填寫相關(guān)表格Guidetouriststofillinrelevantforms幫助游客準(zhǔn)備離船文件Helptouristspreparedisembarkationdocuments特殊情況處理HandlingofSpecialIssues將游客信息告知港口工作人員Informtheportstaffoftourists’information將游客信息告知船上各部門負(fù)責(zé)人Informthepersoninchargeofeachdepartmentonboardofthetourists’information協(xié)助游客進(jìn)行酒店以及返程航班的預(yù)訂Assisttouriststobookhotelsandreturnflights2游客誤船怎么辦？Whatshouldtouristsdoiftheymissthecruise?VIP客人接待

ReceptionofVIPGuests歡迎接待會(huì)

WelcomeDinner特色餐廳預(yù)訂

SpecialtyRestaurantReservation岸上觀光行程

ShoreExcursion定制化購(gòu)物建議

CustomizedShoppingSuggestions辦理商務(wù)事宜

HandleBusinessAffairs安排機(jī)場(chǎng)接送ArrangeAirportTransfer前臺(tái)服務(wù)FrontOfficeService02PART前臺(tái)服務(wù)

FrontOfficeServiceFrontOfficeService問詢服務(wù)InquiryService換艙服務(wù)CabinShiftService收銀服務(wù)CashierService網(wǎng)絡(luò)服務(wù)NetworkService問詢服務(wù)

InquiryService查詢服務(wù)

Queryservice留言服務(wù)MessageService廣播服務(wù)BroadcastService信件服務(wù)Mailservice物品轉(zhuǎn)交服務(wù)GoodsHandoverService換艙服務(wù)CabinShiftService換艙CabinShift升艙CabinUpgrade降艙CabinDowngrade換艙流程CabinShiftService1234核對(duì)游客信息Checktouristinformation調(diào)換客艙并發(fā)放房卡Shiftthecabinandissuetheroomcard電腦信息系統(tǒng)報(bào)備Computerinformationsystemreport跟進(jìn)了解游客滿意度Followupwithtourists’degreeofsatisfaction收銀服務(wù)

CashierService

現(xiàn)金結(jié)算方式

PaymentbyCash

提前預(yù)付押金并使用現(xiàn)金進(jìn)行結(jié)算Depositinadvanceandusecashforsettlement信用卡結(jié)算方式PaymentbyCreditCard在前臺(tái)將登船卡與信用卡相關(guān)聯(lián)Associateboardingcardwithcreditcardatthefrontdesk通過郵輪上的自助設(shè)備自行辦理Selfservicethroughequipmentonboard手機(jī)移動(dòng)支付使用PaymentbyCellPhone使用支付寶等新型支付手段

Usenewpaymentmeansie.Alipay網(wǎng)絡(luò)服務(wù)

NetworkService

郵輪海上局域網(wǎng)

LANOnboardatSea總機(jī)服務(wù)OperatorService03PART總機(jī)服務(wù)

OperatorService郵輪內(nèi)部溝通聯(lián)絡(luò)通訊樞紐Communicationcenterforcruiseinternalcommunication提高郵輪對(duì)客服務(wù)效率Improvetheefficiencyofcustomerservice郵輪賓客服務(wù)特點(diǎn)FeaturesofGuestServiceOnboard全面性Inclusiveness綜合性Comprehensiveness協(xié)調(diào)性Coordination主人翁意識(shí)

SenseofOwnership本講小結(jié)SUMMARY郵輪上的賓客服務(wù)

GuestServiceOnboardaCruise禮賓服務(wù)ConciergeService前臺(tái)服務(wù)FrontOfficeService總機(jī)服務(wù)OperatorService郵輪賓客服務(wù)與酒店