Handout 12 Flashcards
This department is overseen by the shipmaster, but the responsibility is in the hands of the first mate (first officer). The larger the vessel, the more deck officers (second, third, fourth officer, etc.) are required. It oversees the navigation, care, and maintenance of the vessel.
Deck department
Serves as the leader of the deck department, and everyone in the department is under his/her command.
Chief petty officer (deck)
Supervises the deck crew under the directive of the chief petty officer.
Petty officer (deck)
- In charge of the docking and departure of the vessel.
Deck carpenter
- Responsible for steering the vessel.
Quartermaster
In charge of lookout and assists with the steering duties
Junior seamen
This is led by the chief engineer who handles the vessel’s propulsion, steering, and power. It is also responsible for handling other auxiliary systems such as heating, ventilation, and conditioning, among others. Fueling, maintenance, and repairs are also the responsibility of this department.
Engine department
Serves as the leader of the engine department, and everyone in the department is under his/her command.
Chief petty officer (motorman)
Supervises the engine department crew under the directive of the chief motorman.
Petty officer (motorman)
Assists the petty officer (motorman) in all engine department work.
Junior motorman
Due to the community within a cruise ship, it is essential to have a medical team that will attend to the health needs of everyone on board.
Medical department
This department is led by a cruise director who manages all aspects related to entertaining the guests onboard. The staff may include various performers such as singers, musicians, comedians, actors, and hosts. It also includes the technical aspect of entertainment such as lighting crew, audio and visual, and stage technicians.
Entertainment department
This department holds the largest number of employees in a cruise line It is usually led by either a hotel manager, director of hotel services, passenger services director (PSD), or executive purser, depending on the cruise line’s preference.
Hotel services department
As the name suggests, this team is in charge of the food and beverage operations inside a cruise ship.
Food and drink
This team is in charge of handling the needs of passengers and making sure that they get the best experience.
Passenger services
This team is responsible for all administrative and clerical work, including handling finances and bookkeeping.
Administration and personnel
Some cruise lines may offer more than the standard hotel-like services and may include shops, florists, art galleries, casinos, and spas, among others.
Additional areas
Know how to properly assess a situation by having good listening skills.
Problems can only be solved by having the right attitude in which, right action comes next.
Creating the right attitude
This allows guests to tell a problem/situation for it to be addressed. This
creates an avenue for both guests and stat to come up with a consensus on how the problem will be solved
Letting the guest talk
It is important to understand the feelings of guests, and this can be done through using the proper language, diction, voice tone/modulation, and expressions.
Empathy
Saying no is a bad practice in problem-solving. Guests must be presented with options that can be explored to come up with a mutual solution.
Problem Solving
- It is a good gesture when the staff makes sure that they are satisfied with how the problem was handled.
Follow up
Problems and other situations should be recorded and monitored. Patterns may exist in specific events that will help the team identify the causes of problems and how they can be solved. It is more ideal to prevent a problem than to deal with it directly.
Action and resolution
There might be times that guests may have unreasonable behaviors, and staff must be protected as well.
Important exceptions
These are tasks that include vacuuming floors, cleaning bathrooms, bed making, and changing dirty towels, among others.
Routine daily tasks
These include changing linens and cleaning walls, ceilings, and windows, among others.
Regular tasks
These include deep cleaning and shampooing of carpets and soft furnishings, among others.
Periodical tasks -
This deals with leaking/dripping faucets and broken bulbs, among others.
Non-routine maintenance (NRM) -
This deals with water leaks and heating problems, among
others.
Emergency response maintenance (ERM) -
This includes regular cleaning and maintenance of accommodation facilities.
Cyclical planned maintenance (CPM -
This includes doing inspections and maintenance planning.
Preventive planned maintenance (PPM) -
These are operation services for ships that are not scheduled to arrive or visit at a particular port of entry for ship operations but require handling.
Off-Port-Limits (OPL) Operations -
This stage is when port authorities handle the ship’s navigation, berthing, which is the maritime term for parking of ships in ports.
Port Operations and Berthing
After the documentation requirements are accomplished, the next stage is the actual purpose of the ship’s berthing at the port.
Ship Terminal Operations
Ports hire global partners for handling warehouse and terminal operations. At this stage, the cargo and passenger movements inside the port are taken care of.
Port and Terminal Operations Logistics Network
