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1 (p1): Chapter 1 Introduction to Cruise
2 (p1-1): Unit 1 Rise of Contemporary Cruise Industry
14 (p1-2): Unit 2 Birth of Hainan Cruise Industry
21 (p2): Chapter 2 Front Office Department
23 (p2-1): Unit 1 Making Reservation
37 (p2-2): Unit 2 Embarkation and Debarkation
51 (p2-3): Unit 3 Guest Service
62 (p2-4): Unit 4 Cruise Passenger Complaints
73 (p2-5): Unit 5 Cashier
82 (p2-6): Unit 6 Lost and Found
92 (p3): Chapter 3 Housekeeping Department
94 (p3-1): Unit 1 Bell Service
106 (p3-2): Unit 2 Stateroom Types
115 (p3-3): Unit 3 Making Up Rooms
124 (p3-4): Unit 4 Room Service
133 (p3-5): Unit 5 Butler Service
141 (p3-6): Unit 6 Laundry Service
149 (p4): Chapter 4 Food and Beverage
151 (p4-1): Unit 1 Table Reservation
162 (p4-2): Unit 2 At the Bar
175 (p4-3): Unit 3 At the Chinese Restaurant
189 (p4-4): Unit 4 At the Western Restaurant
201 (p4-5): Unit 5 Table Manners
214 (p4-6): Unit 6 Room Service
227 (p5): Chapter 5 Leisure and Recreation Department
229 (p5-1): Unit 1 Fitness Center
242 (p5-2): Unit 2 Going Shopping
255 (p5-3): Unit 3 Going to Shows
269 (p5-4): Unit 4 Cruise Ship Library
279 (p5-5): Unit 5 SPA Time
295 (p6): Chapter 6 Cruise Safety Management
297 (p6-1): Unit 1 Safety and Inspection
312 (p6-2): Unit 2 Security and Emergency Response
324 (p6-3): Unit 3 Medical Service
337 (p7): 参考文献 本书共分5章,每个章节均设计服务情境,配以相关图片,音频和视频,模拟主动对客服务,解答客人问题,应对突发情况,记录工作日志等工作过程