郵輪客艙清潔保養(yǎng)質(zhì)量管理

職業(yè)教育國(guó)際郵輪乘務(wù)管理專業(yè)教學(xué)資源庫(kù)《郵輪客艙服務(wù)與管理》雙語(yǔ)版郵輪客艙清潔保養(yǎng)質(zhì)量管理學(xué)校：湖北科技職業(yè)學(xué)院授課老師：楊國(guó)麗知識(shí)目標(biāo)：了解保證客艙始終保持環(huán)境清新的衛(wèi)生清潔保養(yǎng)標(biāo)準(zhǔn)KnowledgeGoal:Learnabouthygienicandcleanmaintenancestandardsthatkeepthecabincleanandhygienicatalltime.技能目標(biāo)：掌握郵輪客艙清潔和保養(yǎng)質(zhì)量管理技能SkillGoal:Masterthequalitymanagementskillsofcruisecabincleaningandmaintenance.素質(zhì)目標(biāo)：能夠依據(jù)郵輪客艙清潔保養(yǎng)區(qū)域的特點(diǎn)合理地采用清潔保養(yǎng)措施QualityGoal:Accordingtothecharacteristicsofthecruisecabincleaningandmaintenanceareareasonableuseofcleaningandmaintenancemeasures.學(xué)習(xí)目標(biāo)LearningGoals知識(shí)點(diǎn)KnowledgePoints知識(shí)點(diǎn)一：郵輪客艙清潔保養(yǎng)標(biāo)準(zhǔn)、規(guī)程制定KnowledgePoint1:Cruisecabincleaningandmaintenancestandards,procedures.知識(shí)點(diǎn)二：郵輪客艙清潔保養(yǎng)質(zhì)量KnowledgePoint2:Cruisecabincleaningandmaintenancequality.Cruisecabincleaningandmaintenancestandards,procedures.一、郵輪客艙清潔保養(yǎng)標(biāo)準(zhǔn)、規(guī)程制定Developoperatingstandards.Mainlyusedforthecontroloftheworkprocess,theservicelinksinorderaccordingtothechronologicalorder,notonlyrequirestheorderofservicework,butalsorequirestoensuretheintegrityofservicecontent.Operatingstandardsforcabincleaningandmaintenancearebasedonthecruiseship'sbusinessphilosophy,methodsandmarketdemand.1.制定操作標(biāo)準(zhǔn)主要用于對(duì)工作過(guò)程的控制，將服務(wù)環(huán)節(jié)根據(jù)時(shí)間順序進(jìn)行有序排列，既要求做到服務(wù)工作的有序性，又要求保證服務(wù)內(nèi)容的完整性?？团撉鍧嵄ｐB(yǎng)的操作標(biāo)準(zhǔn)按照郵輪的經(jīng)營(yíng)理念、方法以及市場(chǎng)需求為依據(jù)制定…

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…2.制定功能性標(biāo)準(zhǔn)Developfunctionalstandards.…

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…一是生化標(biāo)準(zhǔn)，要防止生物、化學(xué)及放射性物質(zhì)污染的標(biāo)準(zhǔn)First,biochemicalstandards,topreventbiological,chemicalandradioactivecontaminationstandards.二是感官標(biāo)準(zhǔn)，郵輪員工和游客通過(guò)視覺(jué)、觸覺(jué)、嗅覺(jué)等感覺(jué)器官能直接感受到的標(biāo)準(zhǔn)Second,sensorystandards,cruiseshipemployeesandvisitorsthroughvision,touch,smellandothersensoryorganscandirectlyfeelthestandard.3.制定時(shí)效標(biāo)準(zhǔn)為保證客艙清潔保養(yǎng)工作效率和合理的勞動(dòng)消耗，客艙部實(shí)行時(shí)效管理Developastatuteoflimitations.Inordertoensuretheefficiencyofcabincleaningandmaintenanceandreasonablelaborconsumption,thecabindepartmentimplementstimemanagement…

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…員工專業(yè)素質(zhì)服務(wù)模式客源情況質(zhì)量標(biāo)準(zhǔn)清潔器具制定時(shí)效標(biāo)準(zhǔn)考慮因素DevelopTime-of-the-timeStandardConsiderations制定清潔保養(yǎng)的時(shí)效標(biāo)準(zhǔn)重點(diǎn)考慮五點(diǎn)因素Thedevelopmentoftime-keepingstandardsforcleaningandmaintenancefocusesonfivefactors:professionalqualityofemployees,qualitystandards,servicemodels,cleaningutensilsandcustomeravailability.Cruisecabincleaningandmaintenancequality.二、郵輪客艙清潔保養(yǎng)質(zhì)量1.有效控制質(zhì)量的工作基礎(chǔ)Thebasisforeffectivequalitycontrol.2.嚴(yán)格郵輪清潔保養(yǎng)質(zhì)量的逐級(jí)檢查與控制Strictcruiseshipcleaningandmaintenancequalityofstep-by-stepinspectionandcontrol.3.制定清潔保養(yǎng)質(zhì)量檢查標(biāo)準(zhǔn)和內(nèi)容Developqualityinspectionstandardsandcontentforcleaningandmaintenance.郵輪客艙清潔衛(wèi)生保養(yǎng)質(zhì)量、物品補(bǔ)充擺放情況、設(shè)備設(shè)施運(yùn)行狀況和郵輪客艙的整體效果Thequalityofcleanandhygienicmaintenanceinthecruisecabin,thesupplementaryplacementofitems,thehealthoftheequipmentandfacilitiesandtheoveralleffectofthecruisecabin.Usescientificcleaningandmaintenancequalityinspectionproceduresandmethods.4.采用科學(xué)的清潔保養(yǎng)質(zhì)量檢查程序和方法5.強(qiáng)調(diào)原始的記錄Emphasizetheoriginalrecord.通過(guò)采用格式化手段實(shí)現(xiàn)規(guī)范化管理Standardizedmanagementisachievedbyformatting.學(xué)校：湖北科技職業(yè)學(xué)院123制定符合郵輪客艙經(jīng)營(yíng)規(guī)范的清潔保養(yǎng)標(biāo)準(zhǔn)和規(guī)程Developcleaningandmaintenancestandardsandproceduresthatcomplywiththeoperatingpracticesofcruisecabins.建立檢查體系，有效控制清潔保養(yǎng)的質(zhì)量Establishaninspectionsystemtoeffectivelycontrolthequalityofcleaningandmaintenance.采用科學(xué)的檢查程序和方法改善客艙清潔保養(yǎng)質(zhì)量Usescientificinspectionproceduresandmethodstoimprovethequalityofcabincleaningandmaintenance.小結(jié)Summary思考ThinkingDoyouthinkitisnecessaryforthecabindepartmenttospendalotofmanpowerandmaterialresourceseverydayoncabincleaningandmaintenance,aswellastocarryoutdifferentlevelsofqualityinspectio