《国际邮轮实务英语教程》是普通高等学校邮轮服务与管理专业系列规划教材之一。内容主要包括学习该课程的意义和目标、国际邮轮业发展概论、国际邮轮业多种文化环境中工作和生活的基本情况、国际邮轮工作应知应会的专业英语知识及相关技能、对客服务的技巧、对健康与安全的法定要求、卫生和环保实务与管理及安全实务与管理等，是广大学生和邮轮乘务人员从事国际邮轮业的必备用书。《国际邮轮实务英语教程》和国际邮轮实际工作紧密结合，既可作为高等院校旅游管理类专业、英语专业、海乘专业的双语教学用书，又可作为职业培训或相关专业的参考用书，对学生就业国际化具有重要的现实意义。
程丛喜，男，武汉轻工大学旅游管理系系主任、教授，硕士生导师，中级翻译、中级英文导游，现任湖北省旅游学会理事，湖北省及武汉市中英文导游人员资格考试特约评委，武汉轻工大学旅游研究中心研究员, 中国民主促进会会员。主要从事（旅游）营销管理、战略与创新管理、乡村旅游与观光农业及海上酒店管理方向的科研工作，担任了饭店管理、旅行社管理、导游英语等本科课程的教学工作。出版了《导游英语》、《海上酒店基础知识》、《导游英语阅读》、《游船实务与管理》、《实用旅游英语听说教程》、《导游英语——湖北旅游热点》等学术著作和教材10余部；公开发表学术论文近40篇，其中ISTP和EI全文检索收录20余篇、亚太旅游年会论文1篇。2005年所主持的《海上酒店基础知识》课程被评为省级精品课程。
2001年6月至12月接受了奥地利海上酒店学院半年的培训并获得了相关的培训证书。
1987年至2000年在长江轮船海外旅游总公司的涉外邮轮上担任翻译导游、驻船代表。
2002年前往欧洲Thomson Cruises邮轮公司的邮轮上工作学习半年。
Part 1 Information for Studying This Course
1.1Background for Studying This Course1
1.2The Target for Studying This Course3
Part 2 Overview of the Cruise Industry2.1What Is a Cruise Ship5
2.2Some Information on the Cruise Ships of Different Times7
2.2.1SS Prinzessin Victoria Luise7
2.2.2MV Princesa Victoria8
2.2.3MV Aurora8
2.2.4MS Oasis of the Seas9
2.3How Many Cruise Ships Are Active in the World Today10
2.4How Many New Cruise Ships Have Been or Will Be Put into Operation10
2.5The Introduction of Some Main Cruise Ship Operators11
2.5.1Carnival Corporation & Plc11
2.5.2Royal Caribbean Cruises Ltd.19
2.5.3Genting Hong Kong Limited22
2.5.4Silversea Cruises26
2.5.5Disney Cruise Line26
2.5.6Mediterranean Shipping Cruises27
2.5.7Regent Seven Seas Cruises28
2.6Where Do Passengers Mainly Come From31
2.7Where Do Passengers Like to Travel to31
2.7.1Mediterranean31
2.7.2Canary Islands31
2.7.3Scandinavia31
2.7.4The Caribbean Sea31
2.7.5Alaska32
2.8The Cruise Ship Employment32
2.9Who Works Where32
2.10The Benefits & Challenges of “Life at Sea”34
2.10.1Benefits of “Life at Sea”34
2.10.2Challenges of “Life at Sea”35
Part 3 Working on the Cruise Ship3.1Ships Terminology38
3.1.1Ships View & Terms38
3.1.2The Terms about the Galley Line During Meal Service41
3.1.3About the Dining Room43
3.1.4About the Bar Setup47
3.1.5The Terms about the Supply and Store of Food Products49
3.1.6About Cleaning on Board50
3.2Onboard Departments and Management Structure53
3.2.1Onboard Departments53
3.2.2The General Management Structure56
3.2.3The General Lines of Authority & Identification Stripes of Officers Onboard60
3.3Job Description Onboard62
3.3.1Deck Department62
3.3.2Engine Deparment66
3.3.3Purser Department69
3.3.4Housekeeping Department73
3.3.5Food and Beverage Department77
3.3.6Galley/Kitchen Department82
3.3.7Cruise Staff Department87
3.3.8Entertainment Department91
3.3.9Medical Department （Infirmary Onboard）94
3.3.10Beauty Salon/Spa95
3.3.11Photo Department98
3.3.12Gift Shops Department99
3.3.13Casino Department100
3.3.14Other Individual Jobs101
3.4Language & Communication105
3.4.1Shipboard Language105
3.4.2Shipboard Communication105
3.5Team Work & Disciplinary Procedure Onboard113
3.5.1Team Work113
3.5.2Disciplinary Procedure Onboard113
Part 4 Customer Service4.1What Is Customer Service115
4.2Why Are Our Customers Important115
4.3Why Is Good Customer Service Important115
4.4Two Types of Customersexternal & Internal Customers116
4.5Positive Attitude & Negative Attitude Towards Passengers, Colleagues, Supervisors116
4.6What Is Good Customer Service117
4.7What Is Bad Customer Service117
4.8Why Do Business Lose Customers119
4.9The 4 Basic Needs of Customers119
4.10State of Mind for Offering Services to Passengers120
4.11Passengers Expectations120
4.12The 5 Ps120
4.13Anticipating the Customers Needs122
4.14How to Satisfy the Needs of Our Guests125
4.15Art of Speaking to Passengers128
4.16The Culture Mistakes We Should Avoid130
Part 5 Hygiene and Environmental Protection on the Cruise Ships
5.1Why Should We Study Hygiene Onboard a Cruise Ship135
5.2Public Health Challenges Onboard135
5.2.1Closed Micro Community135
5.2.2Dense Population136
5.2.3International Passengers and Crew136
5.2.4Mobile and Interactive Population136
5.2.5Rapid Turnover136
5.2.6Variable Quality and Safety of Provision136
5.2.7Potential for Explosive Disease Outbreaks136
5.2.8No Standardized Medical Care System136
5.3The Definition and Importance of Food Hygiene and Safety137
5.3.1What is Food Hygiene137
5.3.2What is Food Safety137
5.3.3Costs of Bad Food Hygiene138
5.3.4Bad Food Hygiene Impact on Business138
5.3.5Benefits of Good Hygiene138
5.4The Hygiene Supervising Organizations of Cruise Ships140
5.4.1CIEH140
5.4.2USPH140
5.5What Is Food Poisoning142
5.5.1What Is Food Poisoning142
5.5.2Coutaminated Food Will Cause Illnesses142
5.5.3The Main Symptoms of Food Poisoning142
5.6Food Borne Diseases143
5.6.1Whats Food Borne Disease144
5.6.2Food Poisoning and Food Borne Disease Are Different144
5.7Microorganisms145
5.7.1Bacteria145
5.7.2Characteristics of Bacteria145
5.7.3Pathogenic Bacteria145
5.7.4Spoilage Bacteria146
5.7.5Useful （or Helpful） Bacteria146
5.7.6Growth of Bacteria146
5.7.7Conditions for Bacterial Growth146
5.7.8High Risk Foods147
5.7.9Safe or Low Risk Foods148
5.7.10Dealing with Poultry Safely148
5.7.11Avoiding Food Danger149
5.7.12Bacterial Spores150
5.7.13Main Food Poisoning Bacteria150
5.8Contamination of Food155
5.8.1Where Do Bacteria Come from155
5.8.2How Do Bacteria Get into Food156
5.8.3Identify the Three Types of Contamination156
5.8.4Prevention of Contamination157
5.8.5Avoid Cross Contamination by Cleaning157
5.8.6Preventing Cross Contamination During Food and Drink Service157
5.8.7The Ten Main Reasons for Food Poisoning157
5.8.8The Food Poisoning Chain158
5.9Food Preservation and Personal Hygiene159
5.9.1Food Preservation159
5.9.2Personal Hygiene160
5.10Premises162
5.10.1Premises Design and Construction162
5.10.2Cleaning Premises and Equipments163
5.11Pest Control165
5.11.1The Main Pests166
5.11.2Pests Should Be Effectively Controlled166
5.11.3Reasons for Attracting Pests to Food Premises166
5.11.4Cockroaches166
5.11.5Houseflies167
5.12Food Waste Disposal and Food Safety Law168
5.12.1Food Waste Disposal168
5.12.2Food Safety Law168
5.13Environmental Protection170
5.13.1The Shipboard Organizational Structure170
5.13.2Applicable Environmental Laws170
5.13.3Environmental Aspects & Impacts170
5.13.4Waste Disposal171
Part 6 Safety Practice on the Cruise Ships
6.1General Safety Precautions—All Departments175
6.2Safety Precautions for Cabins Stewards and Cleaners（Housekeeping）Department178
6.3Safety Precautions for Dealing with Substances Hazardous to Health180
6.3.1How to Deal with Substances Hazardous to Health180
6.3.2How Do Hazardous Substances Enter Your Body181
6.3.3Safety Practices for Dealing with Hazardous Substances182
6.4Personal Booklet183
6.5Safety Training Induction Programme195
Appendix 1 General Rules & Regulations for Officers，Staff & Crew Onboard
Appendix 2 Disciplinary Rules，Regulations & Procedures
Appendix 3 Code of Appearance for Crew Members Onboard
Appendix 4 ISM Code Booklet
Appendix 5 Basic Interview Questions about Cruise Ships
Appendix 6 The Pictures of Different Cruise Ships
参考文献
新书资讯