WEEK 5

Question 1

The crew on board a mega-cruiser is likely to be diverse in terms of _______ and ______

Answer 1

nationality and culture.

Question 2

_________ on cruise vessels is a very special issue, which covers a bundle of differences compared to usual work environments

Answer 2

Leadership

Question 3

Staff on board spends ___________ working and living together, separated from the usual social networks.

Answer 3

months of full-time

Question 4

These specific working conditions do not only affect __________ up to the top of the hierarchical pyramid.

Answer 4

employees but also leaders

Question 5

A cruise ship represents nearly the full range of differentiation in the global labour market, ________ from__________, up to quite _______ on the _____, which is not only a broad scope of professions and skill levels, but represents a widespread multicultural arena.

Answer 5

1. low paid staff - developing countries below deck
2. highly paid officers - bridge

Question 6

A full-time job might require _____ out of the total ________ in a week, which is less than a quarter.

Answer 6

40 hours - 168 hours

Question 7

The situation aboard a cruise vessel is quite different. The employee is on duty or very close to the workplace 168 hours per week; he or she will spend the time off duty with colleagues, and even in the age of internet and satellite phone, social life with people onshore is very limited.

Answer 7

true

Question 8

This authority, acting in lieu of the ship’s owner, provides powers to act accordingly in cases where the ship, crew, customers and/or ship’s contents are at risk.

Answer 8

true

Question 9

The staff on cruise vessels typically comes from dozens of different cultures

Answer 9

true

Question 10

This creates additional demands on leaders to establish a working leadership relationship overcoming cross-cultural misunderstandings.

Answer 10

true

Question 11

Leadership relationships in a multicultural setting will not have a broad basis of common cultural norms and values and therefore tend towards a less person and more ________

Answer 11

fact-oriented style.

Question 12

how: Getting along with a colleagues

Answer 12

have patience
talk to people
respect the various nationalities
read the rules and understand them, ask questions if you are not sure
be friendly and keep a positive attitude
be receptive to new challenges and new responsibilities
you can count on others helping you, you are not alone
be disciplined and punctual

Question 13

The management of hotel services on cruise

Answer 13

title

Question 14

Everything to do with managing hotel services on a cruise ship tends to be a reflection of the scale of the vessel and the labour intensity associated to ___________

Answer 14

product quality and service quality.

Question 15

if the ship and the tradition related to the development of cruising as a nautical enterprise are deemed to be a valuable marketing focus, the hotel services team is likely to be led by the___________; otherwise, the ________ might be identified as _______

Answer 15

1. executive purser
2. senior role
3. passenger services director or hotel director.

Question 16

Various cruise companies operate hotel services management to suit their strategic needs. The provision and orchestration of food and drink and accommodation are demanding from a _____ perspective.

Answer 16

human resource (HR)

Question 17

The effective performance of any cruise ship is irrevocably underpinned by the__________provided by people such as ___________. This presents a serious challenge to cruise companies. In periods of growth, cruise companies are faced with seemingly mind-boggling ____________.

Answer 17

1. quality of service
2. waiters, accommodation stewards, sommeliers and public service stewards
3. HR requirements

Question 18

In the ____, the team is frequently configured using a variant of more traditional approaches to the _________. This revolves around the____________supported by a team of____
- who control the hot plate (referred to as the ‘hot press’ on some vessels), where service takes place in the galley. These _______ may also be required for service to satellite restaurants, depending on the style of production and expectation for standards of food.

Answer 18

1. galley
2. hôtellerie-style brigade of chefs
3. executive chef
4. sous chefs
5. sous chefs

Question 19

They can even be called on to provide entertainment to guests in the form of cookery demonstrations.

Answer 19

chefs

Question 20

The restaurants on larger ships operate using an overarching _________, who coordinates a team of __________________. Each restaurant will employ a ______to welcome guests and facilitate their entry and seating in the restaurant.

Answer 20

1. maître d’hôtel (maître d’)
2. restaurant managers
3. host

Question 21

___________ are allocated to sections of large restaurants (often up to ___________), where they have an overview of waiters who work with an assistant or ________’ to serve _________. These types of large restaurants will frequently employ a head ____and a team of __________ to serve drinks and wine.

Answer 21

1. Head waiters
2. 300 covers per section
3. ‘busboy
4. 16–18 covers
5. sommelier
6. assistant sommeliers

Question 22

Most ________ include a buffet-service area as well as fast-food outlets such as pizza bars or burger bars. These are operated using a team of _________ supervised by ______ or____________

Answer 22

1. mega-cruisers
2. assistant buffet stewards
3. head waiters
4. assistant head waiters.

Question 23

The ____________on a vessel organizes a multi bar operation that can include a dispense bar for restaurant drinks sales, show bars, cocktail bars, lounge bars, deck and pool bars, champagne and caviar bars, crew bars and, in some cases, an officers’ mess bar. The bars are coordinated by ______, who work with the individual ___________

Answer 23

1. bars manager
2. bars supervisors
3. bar stewards and their assistants.

Question 24

Food and beverage managers working with assistant managers/pursers liaise with the various managers to coordinate operations. __________ receive, store and issue goods to the relevant personnel working in the galley, bars, restaurants or point of requisition.

Answer 24

Stores managers

Question 25

Hotel Services Provided

Answer 25

Food and Drink
Passenger services
Administration and Personnel
Additional areas
Finance

Question 26

Recruitment practices

Answer 26

title

Question 27

Finding a job on a cruise ship can take some investigation. Some companies are in business to act as a form of ___________, charging the applicant for the benefit of gaining access to potential employers

Answer 27

1. introductory agent

Question 28

Others are genuine agents who are__________ in the recruitment process, often with offices located close to or within countries that are targets for employment. Some agents are ___________ established by the cruise company to facilitate recruitment. Finally, some cruise companies employ directly.

Answer 28

1. intermediaries
2. secondary companies