郵輪客艙對客服務(wù)質(zhì)量督導(dǎo)

職業(yè)教育國際郵輪乘務(wù)管理專業(yè)教學(xué)資源庫《郵輪客艙服務(wù)與管理》雙語版郵輪客艙對客服務(wù)質(zhì)量督導(dǎo)學(xué)校：湖北科技職業(yè)學(xué)院授課老師：楊國麗知識目標：理解郵輪客艙對客服務(wù)質(zhì)量相關(guān)督導(dǎo)標準的功能KnowledgeGoal:Understandthefunctionofthesupervisionstandardsrelatedtothequalityofpassengerserviceinthecruisecabin.技能目標：掌握提高郵輪客艙服務(wù)質(zhì)量的方式方法SkillGoal:Learnhowtoimprovethequalityofcruisecabinservice.素質(zhì)目標：靈活處理個性化服務(wù)需求與規(guī)范化服務(wù)要求，具備郵輪客艙基層督導(dǎo)的專業(yè)素養(yǎng)QualityGoal:Flexiblehandlingofpersonalizedserviceneedsandstandardizedservicerequirements,withcruisecabinbasicsupervisionofprofessionalism.學(xué)習(xí)目標LearningGoals知識點KnowledgePoints知識點一：客艙有關(guān)服務(wù)標準KnowledgePoint1:Cabin-relatedservicestandards.知識點二：郵輪客艙服務(wù)質(zhì)量的方式方法KnowledgePoint2:Methodsofcruisecabinservicequality.知識點三：對客服務(wù)的細節(jié)化KnowledgePoint3:Detailsofcustomerservice.Cabin-relatedservicestandards.一、客艙有關(guān)服務(wù)標準1235674客艙有關(guān)服務(wù)標準Serviceprocedurestandards.服務(wù)程序標準Efficiencystandards.效率標準Statuscriteria.狀態(tài)標準Qualityinspection.質(zhì)量檢查Servicefacilities,suppliesfacilities.服務(wù)設(shè)施、用品設(shè)施Branchenergystandards.枝能標準Specifications.規(guī)格標準Methodsofcruisecabinservicequality.二、郵輪客艙服務(wù)質(zhì)量的方式方法第一提高客艙服務(wù)員的服務(wù)技能Improvetheserviceskillsofcabincrew.服務(wù)技能和操作規(guī)程是提高客艙服務(wù)質(zhì)量和工作效率的重要保障Serviceskillsandoperatingproceduresareimportantguaranteestoimprovecabinservicequalityandworkefficiency.郵輪客艙部的很多工作要求會隨不同情況發(fā)生變化，要求客艙服務(wù)員必須要有相應(yīng)的服務(wù)意識，靈活應(yīng)變Manyoftheworkrequirementsofthecruisecabindepartmentwillchangewithdifferentcircumstances,requiringcabincrewmusthaveacorrespondingsenseofservice,flexibleresponse.第二培養(yǎng)客艙部員工的服務(wù)意識Cultivatethesenseofserviceofcabinstaff.第三為游客提供個性化的服務(wù)Personalizedserviceforvisitors.規(guī)范化的服務(wù)是保證客艙服務(wù)質(zhì)量的基本要求，但每位客人都是不同的都有自己的個性化需求特點Standardizedserviceisthebasicrequirementtoensurethequalityofcabinservice,buteachguestisdifferentandhasitsownpersonalizedneeds.Detailsofcustomerservice.三、對客服務(wù)的細節(jié)化“時時、處處、事事”都要從游客的角度去考慮"Always,everywhere,everything"shouldbeconsideredfromtheperspectiveoftourists.主管查房每日檢查一個細節(jié)，督促服務(wù)員重視細節(jié)服務(wù)Thesupervisorcheckstheroomeverydaytocheckadetail,urgesthewaitertopayattentiontothedetailservice.每日工作總結(jié)例會上多分享對客服務(wù)的細節(jié)，重視榜樣力量Dailyworksummarymeetingtosharethedetailsofcustomerservice,payattentiontothepowerofrolemodels.游客意見反饋表Visitorfeedbackform.以此作為考核客艙服務(wù)員工作好壞的重要依據(jù)之一，并在以后的工作中針對性改善對客服務(wù)質(zhì)量Asanimportantbasisforassessingthequalityofcabincrewwork,andinthefutureworktargetedtoimprovethequalityofservicetopassengers.直接向游客征求意見Askvisitorsdirectlyforadvice.了解游客對郵輪客艙的各項需求Learnaboutyourneedsforcruisecabins.學(xué)校：湖北科技職業(yè)學(xué)院授課老師：楊國麗員工意見反饋Employeefeedback.對游客需求和滿意情況最為了解的且與游客接觸最多的是一線員工Thefirst-linestaffwhoaremostawareoftheneedsandsatisfactionoftouristsandhavethemostcontactwiththem.學(xué)校：湖北科技職業(yè)學(xué)院授課老師：楊國麗思考ThinkingToimprovethequalityofcruisecabinservice,inadditiontothiscoursewelearntheway,wethinkthereareotherwaystoimprovethequalityofcabinservice?提高郵輪客艙服務(wù)質(zhì)量，除了本次