1、 1.Who is the leader of the Front Office?And please name some job position in Front Office? telephone operator receptionist :cashiering cabin change &upgrade Maintenance request /A.V.O Making public addressing anouncement Lost&Found safety deposit box other duties 3.Before making an P.A announcement
2、 ,what should you do ? organize your words/announcement/speech in case of forgetting 4.What is express check out? 5.How many kinds of communiation equipment does Front Office have ? telephone 2-way radio Whats the difference between the Elsafe and the safety box in Reception ? If you find a lost ite
3、m on board ,where should you hand in it? please tell us the M.R procedure? And whats A.V.O? 1. note down in reception M.R logbook 2.send a A.V.O via Fidelio system to deck or engine department 3.follow up 4.note down the time of A.V.O completion in reception logbook. In how many ways,can passenger p
4、ay his bills？ And where to pay his bills? four 1.cash 2.Express check out 3.credit card 4.check out please tell us the meaning of hangup Hold onput throughline is busy and on the line ? How do bellmen handle large amount of lugage during embarkation day? Helped by staff of other departments all staf
5、f were divided in severou groups luggages will be delivered according to the luggage tag please tell us the meaning of hangup Hold onput throughline is busy and on the line ? How do bellmen handle large amount of lugage during embarkation day? Helped by staff of other departments all staff were divi
6、ded in severou groups luggages will be delivered according to the luggage tag Food & Beverage 1、国 际邮轮 的餐 饮产 品和服 务 通常是各个 邮轮 公司推 销 的一个重点和亮点。是 邮轮创 收的一个途径。所以作 为 国 际邮轮 海乘人 员 的一个重要 组 成 团 体 餐 饮 服 务 和管理人 员 的工作就显 得十分重要。 2、餐饮管理组织结构： 第一种：紧密型 一名餐饮总监（ F&B Director 或 catering Director )下辖各餐厅、酒吧、厨房乃至仓库，这样便于餐饮总监集中调
7、度，统筹各项工作安排。 第二种：松散型 餐饮部的范围仅限于餐厅和酒吧。厨房仓库是相对独立的部门，他们都直接向酒店经理负责，由酒店经理指挥、协调，这种方式强化了酒店经理对全酒店领域的领导和权威。按不同 标 准可分 为 ： 乘客 邮轮 餐 厅 、 员 工 邮轮 餐 厅免 费 餐 厅 和收 费 餐 厅自助餐 厅 和零点餐 厅Lesson 1 Free Western BuffetScene 1: Breakfast Mr& M0rs.Smith come to“mariners”restaurant for breafast. A hostess is greeting them ,and seve
8、ral assitant waiters are standing in the line for guiding passenger to seat. hostess 女迎宾员、女主人 、女老板、女招待。在餐厅。迎宾员负责迎接客人、分配座位以及接受预定工作。 assitant waiters 助理服务员。有的邮轮称为busboy 或者 busgirl.中文有时候称为传菜员，是服务员的助手，帮助服务员完成整个服务流程。 Swipe 刷 After finding a table for 2 from the seationg chart on her desk. seationg chart
9、座位图，餐厅座位平面图，迎宾员根据它来分配座位，并实时更新座位情况。 Swipe 刷 After finding a table for 2 from the seationg chart on her desk. seationg chart 座位图，餐厅座位平面图，迎宾员根据它来分配座位，并实时更新座位情况。 Table 24 is by the window. You can see sea view there . Would you like it? After making a seating coupon for them seating coupon 入座券 当迎宾员分配座位时
10、，会发给乘客一张入座券，以防乘客走错位置。并在乘客用餐结束后收回，用来更新座位图，以便分配给其他乘客。 Buffet counter is over there.If you need anything else,your waiter of your seating section is ready to serve you . Buffet counter =buffet line From here and on ,they are fruits,cereals ,eggs,cold cut, Bakery food and drinks. 在湖 边 （ lake）做（ make）蛋糕（
11、 cake）并烘（ bake） Bakery 面包店 面包房Fruit: banana ,orange , melon and dry prunes Cereals : corn flake , oatmeal,rice crispy, bean flake,fruit yogurt . Egg:omelettes,poached eggs ,boiled whole eggs. Fry fries 薯条 Cold cut : frankfurtersausages、 sliced ham ,bacon,salami,smoked salmon. Bakey section: Danish r
12、oll,croissant,muffins,pancake Toaster toastChoose choiceHow would you like them ?Scene 2 Lunch Tony is a little confused with the food Seafood salad and fresh fruit 鲜果海鲜沙拉Caesar salad Cream of mushroom soup Traditional tomato soup Beef consommeBraised goose liver in red wine 烹调； cook， boil， fry， bake， braise， smoke， roast， simmer， stew Mashed 捣 碎的 mixed 混合的Mashed 捣碎的 mixed 混合的Loaf 条Carafe = karafe
