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Chapter 1 Introduction to Cruise 1

Unit 1 Rise of Contemporary Cruise Industry 2

Unit 2 Birth of Hainan Cruise Industry 14

Chapter 2 Front Office Department 21

Unit 1 Making Reservation 23

Unit 2 Embarkation and Debarkation 37

Unit 3 Guest Service 51

Unit 4 Cruise Passenger Complaints 62

Unit 5 Cashier 73

Unit 6 Lost and Found 82

Chapter 3 Housekeeping Department 92

Unit 1 Bell Service 94

Unit 2 Stateroom Types 106

Unit 3 Making Up Rooms 115

Unit 4 Room Service 124

Unit 5 Butler Service 133

Unit 6 Laundry Service 141

Chapter 4 Food and Beverage 149

Unit 1 Table Reservation 151

Unit 2 At the Bar 162

Unit 3 At the Chinese Restaurant 175

Unit 4 At the Western Restaurant 189

Unit 5 Table Manners 201

Unit 6 Room Service 214

Chapter 5 Leisure and Recreation Department 227

Unit 1 Fitness Center 229

Unit 2 Going Shopping 242

Unit 3 Going to Shows 255

Unit 4 Cruise Ship Library 269

Unit 5 SPA Time 279

Chapter 6 Cruise Safety Management 295

Unit 1 Safety and Inspection 297

Unit 2 Security and Emergency Response 312

Unit 3 Medical Service 324

参考文献 337