乘客登船程序（SOP）——中国游轮论坛

1 目的Purpose

本程序为船员详细介绍了宾客登船的程序和操作规范以确保登船顺利。包括“机场迎接和欢迎程序， 游轮码头登记程序，登船前准备和登船日程序。
This SOP details various procedures for crew to ensure a smooth guest embarkation: Airport & Station meet and greet procedures, Cruise terminal procedures, Onboard embarkation preparation and Embarkation day procedures

2 范围Scope

机场&火车站的迎接程序：岸上运营部门与地接社负责这一程序顺利进行。岸上运营部门在地接社的协助下对邮轮中心的安排负责。港口运营部门应提供清晰的指示以支持在邮轮中心实施这一程序,从而为宾客创造积极的第一印象。
Airport & Station Meet & Greet Procedures: The Land Operations Department together with the Ground Agent ware responsible for a smooth embarkation procedure. The Port Operations Department accepts responsibility for the cruise terminal arrangements with assistance from the Ground Agent. Port Operations provides clear instructions in support of the process at the cruise terminal to create a positive first impression to the guests

游轮中心登记程序：宾客行程礼宾团队主要负责这些程序，如有必要可能会需要财务总监，酒店事务长，二级行政事务长，酒店行政管理员和IT的协助。
Cruise Terminal Procedures: These procedures are primarily for the Explorer Concierges, however, if necessary, assistance may be requested from the Financial Officer (FO), Hotel purser, 2nd purser, Hotel Admin & IT

登乘日程序：即将抵达宾客的所有登船手续主要由地接社，宾客行程礼宾员和他们的主管负责。
Embarkation Day Procedures: All aspects of the embarkation process for arriving guests are primarily the responsibility of the Ground Agent, the Explorer Concierges and their supervisors

登船缺席程序: 这些程序适用于安保团队，宾客服务经理（GSM），财务总监和客房服务以及二级行政事务长。
Embarkation No Show Procedures: These procedures apply to the Security Team, Guest Services Manager (GSM), Financial Officer, Housekeeping & 2nd Purser Admin

3 要求Requirements

机场&火车站迎接程序：地接操作员应持有周转日接送宾客名单，其包括航班&火车到达时间的安排表，行李条，板夹，以及带有CAT 手机的宾客行程礼宾员。
Airport & Station Meet & Greet Procedures: T/A transfer manifest with ground staff scheduled to cover flight & train arrivals, luggage tags, clipboards, Explorer Concierges with CAT phones

邮轮中心办理登记程序和登船日程序：登船宾客名单，行李条，游轮笔，充满电和更新的CAT工作手机，打印好的健康问卷调查表，手持测温枪，伊敦日报和易拉宝，登船贴纸标识，个人健康承诺书。
Cruise Terminal Procedures and Embarkation Day Procedures: Embarking guest manifest, luggage tags, pens, charged and updated CAT phones, printed Health Questionnaire, hand held thermometer, copies of Daily and banners, boarding Sticker, Self-Health Commitment Letter

登船缺席程序：MXP操作。
Embarkation No Show Procedures: MXP Access

4 职责Responsibilities

机场&火车站宾客迎接流程：岸上运营部门，机场/火车站地接操作员，宾客行程礼宾员。
Airport & Station Meet & Greet Procedures: Land Operations Department, Airport/Station Ground Staff, Explorer Concierges.

邮轮中心标准和登船日流程：财务总监和宾客服务经理确保所有要求都符合规定。
Cruise Terminal Procedures and Embarkation Day Procedures: The Financial Officer & Guest Services Manager ensure all requirements are met.

登船流程：船员事务长在人力资源经理的协助下负责船员的登船程序。
Boarding process: The Crew Purser is responsible for the crew boarding with support from the HR Manager.

登船缺席流程：安保和客房部协助宾客服务经理。
Embarkation No Show Procedures: Guest Service Manager, supported by Security & Housekeeping Departments .

 

以某国海岸航线为参考，每个部门的职责：
Responsibilities per department according to X Coastal Itineraries:

在一个不同航线开始时：
At the start of a different itineraries:

  • 产品研发&岸上运营：提供联系方式并建立地接社和船方的联系（如有需要的话）。
    Product Development & Land Operations PDLO: Provide contact details + establish contact between ship and appointed GA (if needed).
  • JV1港口运营：提供邮轮中心航站楼/港口的详细信息，并就港口是否能停靠的运作上提出建议。
    Port operations: Provide details on terminal/port and advise on any operational concerns due to berth/terminal allocation.

 

周转日前五天：
5 days prior to T/A day:

  • 地接社：向岸上行程副经理提供初版的周转日宾客名单（（分）总部办公室提前5天发给地接社）。
    Ground agent: to provide ASM preliminary TA manifests (Sub-office to send details 5 days prior to GA)  .
  • 酒店事务长：（开始新港口或新季度）召开一个包括相关部门长的周转日会议，并根据各部门长的提供的信息完成一份初版的周转日纪要（包括客房部，财务总监，岸上行程经理/副经理，酒店经理，娱乐总监），此会议旨在将所有时刻安排，员工数量以及任何与周转日运作相关的特别事项都确定下来。
    Hotel Purser: (if new port or season start) Host a TA meeting onboard incl. all relevant Dept. Heads, complete draft TA memo based on input from Dept. Heads. (HK, FO, SM/ASM, HM, CD). The purpose of this meeting is to lock down all timings, staff numbers and any specific considerations for the TA operation.
  • 财务总监：办理入住手续期间，财务总监要确保有足够的其他部门员工可供支援（通常是娱乐部门，商店，水疗中心）。
    FO: Ensure enough support staff is in place from other Dept onboard for the check-in period (normally Entertainment, Retail, Spa).
  • 宾客服务经理：提前关注即将到达宾客的特殊需求（轮椅协助，客房欢迎物品的特殊需求-如香槟，鲜花等）以确保这些需求都尽可能满足要求。
    GSM: Review any specific guest requests logged in advance of arrival (wheelchair assistance, specific requested welcome items for the stateroom – i.e. champagne, flowers). Ensure these are met wherever possible.
  • 二级行政事务长：将周转日纪要给到港口运营和船上。
    2nd Purser Admin: Distribute T/A day memo to Port Ops and onboard.
  • 宾客服务经理：周转日当天，万一宾客行程礼宾员不能在邮轮中心协助，宾客服务经理需要联系地接并在合适的时候安排CAT手机培训。
    GSM: In case the Explorer Concierges are not available on T/A day to support at the terminal; contact GA and arrange for a suitable time for CAT Phone training.

 

周转日前三天：

3 days prior to T/A day:

  • 地接社：向岸上行程副经理提供最终版本的周转日宾客名单（北京办公室提前三天 发给地接社详细信息）。
    Ground agent: to provide ASM with final TA manifests (Beijing office to send details 3 days prior to GA).
  • 岸上行程经理&宾客服务经理：再次检查并确认订单要求/时间，和港口的相关服务需求（例如行李搬运人员，安保人员，地接操作员，邮轮中心设施等）。
    Shorex Manager (SEM) & Guest Service Manager (GSM): Double-check + confirm orders/timings with shore side providers for any services which may be required from shore (i.e. porters, add. security, add. ground staff, terminal equipment etc.) based on feedback from ship & TA meeting.

 

周转日前一天：

1 Day prior T/A day:

  • 宾客服务经理：确保所有的CAT手机，对讲机和手机充满电并且是可用的状态。所有宾客行程礼宾员负责在各自CAT手机下载最新宾客名单，如果他/她遇到问题，应立即向IT发出维修报告。
    GSM: Ensure all CAT phones, radio`s and mobile phones are fully charged and operational.  All EC are responsible for downloading manifest on their own on the CAT phone, if he/she experiences any issues, an IT ticket needs to be raised immediately.
  • 宾客服务经理：为岸上操作员提供CAT手机培训（若宾客行程礼宾员不能在邮轮中心协助），按标准为他们发放制服（以防地接社在他们的办公室没有库存）。
    GSM: Provide CAT phone training with GA staff (if EC are not available to support at the terminal), distribute uniform items to GA staff as required (in case the GA doesn’t have the materials stored at their office).
  • 宾客服务经理：确保所有的行李标签都按照楼层打印并按照机场/火车站接站分类，这些行李标签应由宾客行程礼宾员负责发放。
    GSM: ensures all the luggage labels are printed according to decks and sorted by airport/station arrival. They should be distributed amongst the responsible EC.

3层甲板：深蓝色
Deck 3: Dark Blue

4层甲板：绿色
Deck 4: Green

5层甲板：浅蓝色
Deck 5: Light Blue

6层甲板：黄色
Deck 6: Yellow

7层甲板：红色
Deck 7: Red

8层甲板：灰色
Deck 8: Grey

  • 二级行政事务长（清关长官）：确保港口代理已经收到船上的禁止携带物品清单和行李分发计划。
    2nd Purser Admin (Clearance Officer): Ensure Port Agent has received ship’s lists on prohibited items and luggage-loading distribution plan.

 

周转日当天：
T/A day:

  • 宾客服务经理&酒店行政管理员：在办理登船手续前1-2小时确保邮轮中心航站楼已做好准备/接待台干净卫生。邮轮中心航站楼已放好带有公司易拉宝/地毯（请参考1）。
    GSM & Hotel Administrator: Ensure terminal is ready / clean / prepared 1-2 hours prior to check-in. Dress terminal with company banners / banners / carpets (refer to SOP 9.1).
  • 宾客服务经理：提前与酒店总经理确认船上已准备好按计划时间接待宾客。
    GSM: Contact GM prior to embarkation to ensure ship is ready to receive guests at the appointed check-in time.
  • 宾客服务经理：确保岸上操作人员的数量以及在规定的时间出现。以及负责值船手续的宾客行程礼宾员将所有需要的物品带到登船接待处：带有卡套的房卡，空白的房卡套，打印好的宾客的行李条，空的行李条，到达宾客名单，带有联系方式的宾客名单，健康问卷调查表，个人健康承诺书，禁止携带物品清单，手部消毒洗手液，消毒湿巾，面罩，登船标识贴纸，便利贴，带有公司标识的笔，中高风险区域名单（从医护团队获取），不满足在公司小程序中上传健康信息要求的宾客名单（从医护团队获取）。
    GSM: Ensure GA staff is present at agreed times and in agreed numbers. Ensure EC with check-in counter duty  bring all items needed to counter: stateroom cards with card sleeves, blank card sleeve, walk-in guests’ luggage tag, blank luggage tag, arrival manifest, ship manifest with contact info, Health questionnaire, Self-Health Commitment Letter（个人健康承诺书）,prohibited items list, hand sanitizing gel, wipes, face mask, face shield, company-sticker, yellow post-its, pens, Medium-high risk area list(from medical team), disqualification health info uploaded in CMVJ  guests list(from medical team).
  • 宾客服务经理：指导在航站楼办理登船手续的宾客行程礼宾员（针对自己到达的宾客）和协助所有需要帮助和关心的宾客。
    GSM: Supervise EC at terminal (on own arrival check-in) and help with guests with specific needs or concerns.
  • 财务总监：登船日，合理做好娱乐部，酒吧和水疗中心员工的统筹工作来欢迎宾客登船。
    FO: schedule Entertainment, Bar and Spa manning accordingly to welcome guests onboard on Embarkation Day.

5 程序Procedure

本标准操作程序分为下列各节：
This SOP is broken down into the following sections:

5.1机场/火车站迎接和欢迎程序Airport/Station Meet & Greet Procedures

5.2邮轮中心登记程序Cruise Terminal Procedure

5.3登船日程序Embarkation Day Procedures

5.4登船日宾客缺席程序Embarkation No Show Procedures

 

5.1机场/火车站迎接和欢迎程序 Airport/Station Meet & Greet Procedure

  • 接待人员在机场/火车站向所有到达的宾客问好。
    Hosts greets all guests arriving at the airport or station.
  • 接待人员穿着容易辨认，干净的红色带有标识的Polo衫以及使用符合公司制服标准物品。
    Hosts wears recognizable, clean red Polo and logo items as per company Uniform Guidelines.
  • 接待人员应于航班落地15分钟前到达大厅等待，以及在列车抵达的5分钟前来到宾客预计抵达的地方等待。
    The hosts are at the arrival hall no later than 15 minutes after the flight has landed, or 5 min before the train has arrived and remains in that position for the period that Guests are expected to arrive.
  • 接待人员应一直待在一个明显的地点以及给宾客留下有礼貌的第一印象。
    Hosts are always positioned in a visible location and provide a gracious first impression.
  • 接待员指引宾客来到宾客行程礼宾员的地方，宾客行程礼宾员会：
    Hosts direct the guests to the Explorer Concierges, the EC will:
  1. 与名单核对
    Cross check the guest with the manifest
  1. 指引宾客关于下一步该做什么，解答宾客关心的问题
    advise the guests about the next steps in the process, any delays are advised to the guests concerned
  1. 系上相应的行李条
    Issue the Luggage label accordingly
  1. 聚集所有宾客并让接待员送上回船大巴车上
    Gather all guests to be escorted by the hosts to transportation to the ship.
  • 受新冠疫情影响下的流程：宾客需对他们自己的行李负责。
    Due to Covid procedures; Guests are responsible for their own luggage.
  • 宾客行程礼宾员应确保所有行李转运到船上之前有行李条。
    The GS ensures all luggage will have a label before the luggage is loaded on the transfer.
  • 宾客被指引到大巴车时，确保宾客手中只有手提行李并随身携带身份证以及必要的文件和药品。
    Guests are instructed to only have hand luggage (including ID-cards) with them on board the bus and to make sure that all necessary documentation and medicine are in their hand luggage.
  • 应提醒宾客将行李中的禁止携带物品取出。
    Guests are reminded about prohibited items in their luggage and to take them out.
  • 行李不应放在一个没人看管的地方，一名接待员在行李被转运前，要一直待在行李所在的地方看管。
    Luggage is never left unattended on the pavement, sidewalk, or curb.  A host is always present where luggage is stored, before being transferred to the ship.
  • 如果可以/方便的话，行李应与接送宾客的大巴车分开转运。
    The luggage shall be taken to the ship by separate truck where possible / convenient, alternatively on guest transfers.
  • 每7名或以上需要接机的宾客应由一名接待员陪同（宾客行程礼宾员，如适用），这名接待人员应告知宾客关于邮轮中心接待处的值船程序（根据文稿）。
    Each transfer with 7 or more guests will have a transfer host (Explorer Concierge if applicable), this host will inform the guests regarding the terminal procedures (according to the script).

 

5.2 邮轮中心航站楼值船流程 Cruise Terminal Procedure

  • 团队的当班职责应在酒店事务长创建的周转日会议纪要上列出，包括在邮轮中心办理入住手续的人员安排。
    The team`s duties are listed on the Turn Around day Memo (T/A memo) created by the Hotel Purser, which includes the manning of the check-in terminal.
  • 一旦船上管理团队确认后，酒店事务长要在登船前两天给各部门长发送最终版本的周转日计划。
    Once confirmed by the onboard management, the Hotel Purser sends the final (T/A memo)  to the HOD’s, 2 days before embarkation.
  • IT团队的一名成员总要就位，IT的排班需要在周转日纪要中体现。
    A member of the IT team is always available, and the IT schedule is listed on the (T/A memo).
  • 邮轮中心航站楼应提前2小时检查并在第一批客人到达30分钟前布置完成。
    The terminal is inspected at least 2 hrs. in advance and set-up 30 minutes before the first arriving guests.
  • 酒店行政管理员将公司标识物放在航站楼（易拉宝，旗帜和电子显示屏）。
    The Hotel Administrator displays official branded signage in the Cruise Terminal. (Banners, Flags and digital signage).
  • 船员穿好各自的工服。
    Crew members are appropriately dressed in their respective uniforms.
  • 办理入住手续的CAT手机只能由宾客行程礼宾员和宾客服务经理使用。
    The CAT phones for check -in procedures are only used by the EC and the GSM.
  • 如果地接操作员要协助办理入住手续，CAT手机培训计划要体现在周转日纪要上，二级行政事务长，酒店行政管理员，酒店事务长和IT也需参加培训。
    If Ground Staff will support the check-in procedures a CAT phone training is listed in the turnaround memo, the 2nd Purser, Hotel Administrator, Hotel Purser and IT are present at the training.
  • 航站楼要有10个办理入住手续的接待台，地接操作员需要站在航站楼入口欢迎自行前来的宾客。
    10 check-in terminals are made available at the Cruise Terminal. Ground staff is available at the entrance of the terminal to welcome on-own arrival guests.
  • 如果宾客在建议抵达时间后才到达，前台值班的宾客行程礼宾员要去邮轮中心接待宾客，办理入住并进行体温监测，最后将客人引导到船上的宾客服务中心进行安全演示。
    In case guests arrive after the advised boarding time, the EC with desk duty will pick guests up in the terminal , do check-in and temperature check and lead the guests to the ship’s Guest Service Center to do the safety introduction.
  • 办理入住的接待处由宾客行程礼宾员，宾客服务经理，酒店事务长，二级行政事务长，IT负责操作。
    This check-in terminal is manned by: EC, GSM, Hotel Purser, 2nd Purser, IT.
  • 宾客行程礼宾员会：
    the Explorer staff (ES) will:
  1. 检查实时绿色健康码，核酸检测报告&绿色行程码。
    Check the live Green Health QR code with PCR test & green Itinerary code QR.
  1. 检查健康调查问卷截图。万一宾客没有填写健康问卷调查表，宾客行程礼宾员将协助客人现场填写此表。所有手续完成后，将公司标识贴纸粘在宾客身上的明显位置。
    Check the screenshot of the Health Questionnaire (HQ). In case the guests did not fill out the HQ, the EC will support the guest to fill out the HQ on the spot. Once finalized the guests will receive the company identification sticker and are asked to wear this visibly.
  1. 使用CAT手机扫描宾客的登船码（这么做是将还未登船的客人在MXP中标记为已办理入住）如果宾客没有线上办理入住，宾客行程礼宾员将扫描客人的身份证。
    Scan the guest boarding pass with the CAT phone (this marks the guests in MXP as checked but not onboard) If guests did not check in online, the EC will scan the guests’ ID-card instead.
  1. 医护团队在指定的接待区域对宾客进行体温检测，3摄氏度是体温最大限度。
    The temperature check is done by the medical team at a designated check-in counter, 37.3 degrees Celsius is the maximum temperature.
  1. 取决于当地政策：如果宾客没有核酸检测报告或报告过期，在接待处的宾客行程礼宾员应提供可以进行核酸检测的医院建议。宾客自行承担核酸检测往返的交通费用以及核酸检测费用。宾客行程礼宾团队也要根据当地防疫政策行事，并将当地防疫政策告知宾客。如果客人不被允许登船，他们将被改签到另一个航次。宾客需自行保管行李-在航站楼有行李寄存处。
    Depending on Local regulations: If guests don’t have a PCR test or an expired test result, hospital recommendation is provided by EC at the check-in counter. Costs of the transfer to the hospital and PCR test are to be paid by the guest. The team will act according to the Local Covid regulations and inform the guests accordingly. If guests are not allowed onboard, they will be deferred to another cruise. Guests are responsible for their own luggage- there are lockers at the terminal where guests can store the luggage.
  • 宾客将被地接操作人员指引到刷身份证区域的安检处。
    Guest are guided to the ID and Security check area by the Ground Staff (GS).
  • 一名地接操作人员会为宾客手部消毒并提醒客人在过安检的时候将口袋里物品取出。
    A GS will sanitize the guest’s hand and will remind the guests to empty their pockets before passing the security scanner.
  • 安检完成后，宾客用身份证扫描通过安检区。
    After security the guests will scan their ID card to pass through the ID scanners.
  • 宾客在抵达舷梯时会收到一杯气泡酒/果汁（以实际停靠地为准）。
    Guests are offered a glass of sparkling wine /juice upon arrival at the gangway. (Exact location may vary depending on the terminal and berthing location).

 

5.3登船日程序Embarkation Day Procedures

  • 在舷梯处（实际地点取决于船舶停靠地）地接操作人员将提醒宾客手部消毒并更换新的口罩。
    At the gangway (exact location my vary depending on the terminal and berthing location) the GS will remind the guests to sanitize their hands and are asked to change their Face Mask for a new one.
  • 整个登船过程中，至少有一名甲板/机舱部门长或酒店部门长欢迎宾客登船。
    At least one Deck/Engine Officer or one Hotel Officer are available to welcome guests onboard the ship throughout the Embarkation process.
  • 防疫程序：宾客在登船时会被立即带到他们的集合站。在集合站，一名船员将通过iPod上的E-mustering软件扫描宾客房卡，并为宾客说明紧急情况下的注意事项以及演示救生衣穿着方式。
    COVID procedure: guests will be escorted to their assembly station immediately upon boarding the ship. At the assembly station a crew member will scan the stateroom key with the E-mustering app on the iPod. The guests will receive an emergency & life jacket demonstration from the assigned crew members.
  • 所有抵达的宾客，若房间还未被准备好，将会被指引到7层甲板享用茶点或在环球餐厅享用午餐。
    All arriving guests whose stateroom is not ready are escorted to Deck 7 for either refreshments by the pool or lunch in the World Café.
  • 船员将带领宾客到电梯处和/或各自的楼层，在相应的楼层会有客房服务人员介绍相关设施。当天结束时，行政副管家会发送”宾客不需要客房介绍”的名单。
    Crew members will direct the guests to the main elevators and/or to respective decks, where their Stateroom Host/Hostess introduces the facilities. By the end of the day, Assistant Chief Housekeeper sends a list of staterooms of those who refused room introduction to them.
  • 宾客服务经理在邮轮中心欢迎尊享套房宾客并通知酒店总经理。酒店总经理会在舷梯处欢迎并将宾客带到房间，在那会有行政管家，酒吧经理以及客房服务员为宾客介绍相关信息。
    GSM welcomes the owner suite guests at the terminal and will inform the GM. The GM will welcome the guests at the gangway and escorts guests to the stateroom, where the Executive HK, Beverage manager & stateroom steward will give an introduction.
  • 行李会被送到宾客的房间。任何没有被认领的行李会被送到宾客行程礼宾团队去确认。
    Luggage is delivered to the guests’ stateroom onboard the ship. Any unidentified luggage is sent to Explorer’s Team for identification.
  • 当宾客告知自己行李丢失，请参考《 宾客行李丢失流程》(SOP)。
    When a guest reports missing luggage, please refer to SOP 4.6 Guest Lost Luggage Procedure.
  • 对于在航程期间登船的宾客，将在宾客服务中心办理入住。
    Guests embarking during a cruise, are checked-in at the Explorers Desk onboard.

 

5.4 登船宾客未出现流程Embarkation No Show Procedure

  • 宾客行程礼宾员通知宾客服务经理在机场/车站未出现的宾客。
    EC informs the GSM of no shows at the airport/station.
  • 当完成办理入住后，宾客服务经理会将登船宾客名单与MXP核对。
    When the check-in is complete, the Guest Services Manager checks the embarking Guest Manifest against MXP.
  • 当这项工作完成后，仍会有宾客前来登船，宾客服务经理将未办理入住的宾客名单发送给行政管家，行政管家将检查这些客房是否确实无人入住。
    Once this is done and guests are still expected, the GSM sends the list of non-checked in guests to the Executive Housekeeper who checks if these staterooms are indeed empty.
  • 宾客服务经理检查关于未出现宾客的预定状态以及相关邮件。
    The GSM checks the booking status and for any emails regarding the missing guests.
  • 酒店事务长/二级行政事务长随后检查舷梯出入系统或他们的在船上的账户。
    The Hotel Purser/2nd Purser Admin subsequently checks if there is any activity on the gangway control system or their onboard account.
  • 如果未出现宾客名单在出发前准确无误，则宾客服务经理需将名单发给上海办公室。岸上办公室在登船前一天通知船方最终取消名单或在最后时刻进行任何补充或调整。
    If the no show list is accurate before departure, the GSM sends the list to Shanghai office. Shore Office informs the ship of the latest cancellations, one day before embarkation, or if there are any last-minute additions or amendments.

 

6 参考References

机场迎接和欢迎程序:
Airport/Station Meet & Greet Procedures:

  • 对于地接社指定的机场代表所在的指定地点，请参考机场地图。
    Please refer to the Airport & Station slides and transfer host script.
  • 地接社（由岸基办公室发出的到达详细信息，由岸上行程副经理发出的详细信息）在周转日前四天提供周转日航班/火车名单。
    Ground Agent (arrival details received from Shore Office, departure details received from Ship ASEM) to provide T/A day flight/train manifest, this is available 4 day before T/A day .
  • 在到达港口前，地接社应提供邮轮中心接待处、机场和车站所有工作人员的工作时间和工作职责，并在周转日备忘录中注明。
    Crew schedule listing for manning hours & job responsibilities for all staff at the check-in terminal, airport & station is to be issued before arriving in port, by the Ground Agent as stated in the T/A Memo.
  • 岸上行程副经理负责安排在邮轮中心、机场/车站的宾客行程礼宾员。
    The Assistant Shorex Manager is responsible for the Manning of the EC at the terminal, airport & station.
  • 酒店事务长需给所有相关部门发送周转日会议纪要，并由相关部门填写离船的详细信息。
    The Turnaround Memo is sent by the Hotel Purser to all relevant departments to fill in their details with regards to disembarkation.

 

登船日流程：
Embarkation Day Procedures:

  • 请参考关于禁止携带物品清单以及宾客丢失行李流程的SOP。
    Please refer to prohibited items list, Guest Lost Luggage Procedures SOP.

 

登船缺席流程：
Embarkation No Show Procedures:

  • 检查舷梯日志，Saleforce的备注以及宾客在船上MXP系统中的账户。
    Check gangway log file, Check Salesforce for comments, check onboard guest account on MXP.

 

7 定义Definitions

GSM   宾客服务经理Guest Services Manager

ETA    预计到达时间Expected Time of Arrival

HGM   酒店总经理Hotel General Manager

FO       财务总监Financial Officer

ASM   岸上行程副经理Assistant Shorex Manager

GA      地接社Ground Agent

GS       地接操作人员Ground Staff

EC       宾客行程礼宾员Explorer Concierge