海上酒店基础知识（二）：海上酒店基础知识2

《海上酒店基础知识》讲义2 (5)The terms about food products---stores ①executive chef--------the chef who can make and carry out decisions; ②ship’s storekeeper---a person who is in charge of the storeroom onboard; ③provider---------------ship’s supplier; ④stores lists------------the lists for recording ship’s goods; ⑤fresh vegetables-----the plants for eating in good natural condition not long produced; ⑥store pallets----------the large metal plates for lifting heavy goods; ⑦fresh fruit------------a type of this object: fresh apples, oranges and grapes, etc. ⑧porthole--------------the small usu. circular window or opening in a ship for light or air. Exercises a. Please explain the executive chef. b. Please explain the store pallets. (6)About cleaning Section A a.The terms about the wipe down of galley ①steward----------------galley utility here; ②protective hat---------the hat for protecting head and food hygiene; ③protective overalls---loose trousers often fastened over the shoulders by means of straps and worn esp. by men workers over other clothes for protection; ④disposable apron-----the apron which is intended to be used once and then thrown away; ⑤cleaning sponge------the sponge used for cleaning; ⑥work bench-----------work counter; ⑦detergent--------------washing solution; ⑧storage shelves-------the shelves used for storing something; ⑨clean garbage bin----clean dustbin; ⑩porthole--------------a small usu.circular window or opening in a ship for light or air. b.The terms about the wipe down of galley ①cook------------------------a person who prepares and cooks food; ②cook’s jacket--------------cook’s uniform; ③cook’s trousers------------cook’s uniform; ④cleaning cloth-------------the cloth used for cleaning; ⑤plastic food tray----------made of plastic used for holding food; ⑥refrigerator door seal----a part of refrigerator door for keeping a gas or liquid in or out; ⑦cleaning solution---------a kind of chemical used for removing grease and dirt; ⑧plastic food container---made of plastic and used for holding food; ⑨work bench---------------a long worktable; ⑩shelf support--------------the shelf which bears the weight of something. Section B The terms about the galley plate house ①galley utility-----------------the steward in the kitchen of a ship; ②hat-----------------------------a covering placed on top of the head; ③protective overalls----------loose trousers often fastened over the shoulders by means of straps and worn esp.by men workers over other clothes for protection; ④protective rubber gloves---made of rubber and used for protecting hand; ⑤pre-wash spray--------------a spray with a high pressure; ⑥plate--------------------------a flat, usu. round dish with a slightly raised edge from which food is eaten or served; ⑦crockery racks--------------the shelves for putting plates and cups etc; ⑧clean crockery--------------clean cups, plates, pots etc., esp. made from baked earth; ⑨automatic dishwasher------a kind of machine which can wash dishes automatically; ⑩detergent dispenser-------a container from which detergent can be obtained by pushing or by pressing a handle. Section C The terms about the three buckets wash system: ①wash bucket------------the bucket used for removing grease and dirt; ②rinse bucket----------- the bucket used for washing in clean water so as to take away soap, dirt etc. ③sanitize bucket---------the bucket used for reducing microorganisms to a safe level; ④wash bench-------------a long worktable used for washing; ⑤tiled deck---------------the deck covered with tiles; ⑥scupper-----------------drain; ⑦waste food disposal---the treatment of waste food; The above names relate to the proper way of cleaning a cruise ship’s galleys, restaurants, crew mess room. Section D The terms about the three sinks or pots wash system: ①steward-----------------galley utility; ②washing sink-----------a large basin for washing; ③rinse sink---------------a large basin for rinsing; ④sanitizing sink---------a large basin for sanitizing; ⑤detergent dispenser---a container from which detergent can be obtained by pushing or by pressing a handle; ⑥storage shelf-----------used for storing dirty utensils; ⑦gastronome tray-------a kind of container used for food cooking; The above names relate to the proper way of cleaning pots and pans in a cruise ship’s galley and mess. Exercises a. What’s protective overalls? b. What’s cleaning sponge? c. What’s sanitizing solution? d. What’s pre-wash spray? e. What’s crockery? f. What’s scupper? g. What’s gastronome tray? Subject: 2. Onboard Organization And Structure－Departments Time of teaching: 8 periods Aims of teaching: (1) Make students to understand the general organization; (2) Make students to understand the structure of senior officers; (3) Make students to understand the structure of hotel officers; (4) Make students to understand the structure of F& B department; (5) Make students to understand the structure of administration department; (6) Make students to understand the structure of housekeeping department; (7) Make students to understand the structure of entertainment department; (8) Make students to understand the lines of authority onboard; (9) Make students to understand the the identification stripes of officers onboard. Focal points: (1) The structure of hotel officers; (2) The structure of F & B department; (3) The structure of administration department; (4) The structure of housekeeping department. Methods of teaching: (1) Bilingual teaching; (2) Combine my practical work experiences on the cruise ships, apply a large number of cases to explain; (3) Apply some forms to help students to understand. Process of teaching: (1) Give a few questions to review the last lessons. (2) Read the new words & expressions. (3) Explain the text (give some practical examples to help students understand). (1)Onboard organization The cruise ship structure is broken down into a number of different departments, these departments generally fall into the following categories: a. Deck Department---Responsible for all safety, navigation and “driving” the ship; b. Engine Department---Responsible for the ship’s engines, water supplies and maintenance; c. Communication Department---Responsible for all ship’s telecommunications, satellite and radio links; d. Medical Department---Responsible for the medical welfare of all passengers and crew; e. Entertainment Department---Responsible for all passenger’s entertainment, including shows, cabarets and daytime activities; f. Hotel Department---Responsible for all the onboard hotel operation, including housekeeping, food and beverage, and reception duties; g. Concessions---Many cruise ships tender out departments such as shops, beauty salon, photographer’s and casino. Exercises a. Generally speaking, how many departments is a cruise ship broken down into? What are they? b. What are the main duties of deck department? c. What are the main duties of entertainment department? d. What are the main duties of hotel department? (2) The structure of senior officers (3) The structure of hotel officers Notes a. Captain is in charge of a ship; b. Staff captain is routine captain; c. Chief engineer is mainly in charge of the ship’s engine room and maintenance; d. Hotel director is in charge of the hotel department of the cruise ship; e. Food & beverage manager is in charge of the food and beverage department; f. Chief purser is in charge of the reception department; g. Chief housekeeper is in charge of the housekeeping department; h. Cruise director is in charge of the entertainment department. Exercises a. What’s the structure of the senior officers on the cruise ship? b. What’s the structure of the senior officers in the hotel department? c. What is hotel director responsible for? d. What is food & beverage manager responsible for? e. What is chief housekeeper responsible for? f. What is cruise director responsible for? (4) The structure of typical F&B department (5) The structure of typical administration department Notes a. Hotel controller is an officer responsible for money matters of food & beverage department; b. Executive chief is in charge of galley onboard; c. Administration purser is in charge of the office affairs onboard; d. Accounts purser is in charge of the accounts of the reception department; e. Crew purser is in charge of crew’s affairs; f. Nights purser is in charge of hotel operation at night; g. Tours manager is responsible for arranging shore excursion of passengers. Exercises a. Who are under the direct charge of F&B manager? b. Who are under the direct charge of assistant F&B manager? c. What are the lines of authority in the bar department? d. What are the lines of authority in the restaurant department? e. Who are under the direct charge of chief purser? f. What’s the main duty of crew purser? (6) The structure of typical housekeeping department (7) The structure of typical entertainment department Notes a. Accommodation supervisor is responsible for the accommodation service of the ship. b. Youth staff looks after children and organizes children to play games. c. Deck supervisor is mainly in charge of public areas’ cleaning service; d. Laundry master is in charge of the laundry house’s service; e. Youth director is in charge of the children’s affairs onboard; Exercises a. Who are under the direct charge of chief housekeeper & purser accommodation? b. What is accommodation supervisor responsible for? c. What is laundry master responsible for? d. What are the main duties of youth staff? (8)The general information about the lines of authority onboard The hierarchy onboard is very rigid, different persons have different authorities and responsibilities, so the crew must comply with the related regulations made by the ship’s management. The lines of authority onboard are as follows: A. Senior officers Master Staff captain Chief engineer Staff chief engineer Chief radio officer Hotel manager F&B manager Assistant hotel manager B. Hotel officers Chief purser Chief housekeeper Executive chef Cruise director C. Officers Deck officers Engine officers Pursers Doctor Radio officer Assistant head waiter Chef Sous chef Nurse Assistant housekeepers Assistant F&B manager Shore excursion manager Assistant shore excursion manager Chef de cuisine Assistant cruise director F&B trainer Stock controller D. Staff Cruise ship company’s staff Entertainment staff Shop personnel Photographers Casino staff F. Crew All members of the ship’s complement not mentioned above. (9) The identification stripes of officers onboard The different officers onboard wears different identification stripes as follows: A. Deck department Captain-----------------4 yellow stripes with black; Staff captain-----------3.5 yellow stripes with black; Chief officer-----------3 yellow stripes with black. B. Engine department Chief engineer--------4 yellow stripes with purple; Staff engineer---------3.5 yellow stripes with purple; First engineer----------3 yellow stripes with purple. C. Hotel department Hotel director--------4 yellow stripes with white; Chief purser----------3 yellow stripes with white; F&B manager--------3 yellow stripes with white; Chief housekeeper---3 yellow stripes with white. D.Infirmary department Doctor-----------------3 yellow stripes with red; Assistant doctor------2 yellow stripes with red; Nurse--------------------2 yellow stripes with red. E. Cruise director The cruise director and his department’s staff onboard wear no formal uniform and identification stripes, the main reasons are as follows: a. Entertainment is a new program onboard; b. The cruise director and his department’s staff should make passengers relax and feel at home, if their clothes are too formal, they will make passengers reserved and can’t create light atmosphere. Exercises a. What are the general lines of authority onboard? b. F&B manager is a senior officer, isn’t he? c. What does stock controller do? d. What’s captain’s identification? e. What’s chief engineer’s identification? f. What’s hotel director’s identification? g. What’s doctor’s identification? h. Why does cruise director wear no stripes? Subject: 3. Hotel Department Onboard Time of teaching: 10 periods Aims of teaching: (1) Make students to understand the duties of the personnel of F& B department; (2) Make students to understand the duties of the personnel of housekeeping department; (3) Make students to understand the duties of the personnel of reception department; (4) Make students to understand the duties of the personnel of entertainment department; (5) Make students to know the duties of the personnel of retail department; (6) Make students to know the duties of the personnel of casino, beauty and photo departments. Focal points: (1) The duties of the personnel of F & B department; (2) The duties of the personnel of housekeeping department; (3) The duties of the personnel of reception department; (4) The duties of the personnel of entertainment department. Methods of teaching: (1) Bilingual teaching; (2) Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. (3) Apply some pictures to help students to understand. Process of teaching: (1) Give a few questions to review the last lessons. (2) Read the new words & expressions. (3) Explain the text (give some practical examples to help students understand). Hotel department is a very important department of the cruise ship, the following are the different duties of different hotel officers, staff and crew. (1) F&B department A. Restaurants The main duties of restaurant manager: a. Checks if passengers are happy; b. Makes table plan; (arrange where passengers sit.) c. Promotes and demotes his subordinates; d. Handles passengers’ complaints. The main duties of assistant restaurant manager: Does the same as the restaurant manager. The main duties of head waiter: One restaurant maybe has three or four head waiters. a. Is in charge of a section of the restaurant; b. Makes special menus; c. Is content with different food requirements of passengers; d. Makes schedules. (Usually gets up very early in the morning.) The main duties of waiter: a. Serves food; b.Takes passengers’order; c. Communicates with passengers with smile; d. Does cleaning. (Once a week, captain will inspect the cleaning very strictly.) The main duties of assistant waiter: a. Collects the food from the galley; b. Clears the tables; c. Does more cleaning. Note: Waiters or assistant waiters collect used plates. Most of ships have at least two restaurants, generally they are arranged as follows: Restaurant Galley Restaurant Exercises a. What are the main duties of restaurant manager? b. What are the main duties of head waiter? c. What are the main duties of waiter? d. What are the main duties of assistant waiter? B. Bars The main duties of bar manager: a. Checks if passengers are happy; b. Does sales promotions; c. Promotes or demotes his subordinates; d. Handles complaints from passengers. The main duties of bartender: a. Makes cocktails and does cocktail demonstration; b. Issues requisitions and stores goods; c. Communicates with passengers and makes passenger happy ; d. Makes schedules. The main duties of bar steward/waiter: a. Takes drink order; b. Serves drink; c. Does cleaning; (Captain’s inspection is very strict, he even inspects the date on the can.) d. Communicates with passengers. The main duties of bar utility/bar boy: a. Does cleaning; b. Collects stores; c. Cuts fruits. The main duties of wine steward: a. Takes wine orders; b. Serves wine. (Wine knowledge is a very big subject.) Exercises a. What are the main duties of bar manager? b. What are the main duties of bartender? c. What are the main duties of bar steward? d. What are the main duties of bar utility? C.Galley The main duties of executive chef: Generally speaking, he just observes and inspects, doesn’t cook by himself. a. Checks food quality; b. Designs menus; c. Promotes and demotes his subordinates; d. Checks deliveries. Sometimes gives a gala demonstration about making cake, carving, etc. Note: On new ships, passengers like to visit galley, this is a very popular event onboard now. The main duties of sous chef Generally speaking, there are two, three or four sous chef on the cruise ships. a. Does some cooking; b. Is in charge of a section of the galley; c. Does training in cooking and hygiene; d. Is in charge of the galley’s hygiene. The main duties of chef de partie: a. Does cooking in section; b. Is in charge of storage; c. Collects stores everyday, rotates the stores of the walking freezer, etc. d. Does cleaning. The main duties of commis chef: a. Is generally assistant; b. Cuts vegetables; c. Collects stores. The main duties of galley boson supervisor: a. Is in charge of cleaning of working place, etc., does no cooking; b. Ensure enough clean crockery. (He is a very important cleaner in the galley.) The main duties of utility steward: a. Does cleaning; b. Takes stores. Exercises a. What are the main duties of executive chef? b. What are the main duties of sous chef? c. What are the main duties of chef de partie? d. What are the main duties of galley boson supervisor? e. What are the main duties of commis chef? (2) Housekeeping department The main duties of chief housekeeper: a. Checks passengers’ accommodation; b. Promotes and demotes subordinates; c. Handles complaints from passengers. The main duties of housekeeping supervisors: a. Checks passengers’areas including cabins, public areas, etc.; b. Makes schedules; (Assigns cabins, cleans areas, etc.) c. Handles passengers’ gifts. (Sends anniversary or birthday gifts to passengers.) The main duties of cabin steward: a. Cleans cabins; b. Offers cabin service; (Makes bed, offers turn-down service, etc.) c. Handles the passengers’ laundry; d. Sends breakfast to the passenger’s cabin; e. Communicates with passengers. The main duties of assistant cabin steward: (The same as utility steward’s duties). a. Delivers laundry; b. Does cleaning; c. Collects stores (anything such as soap, detergent, etc.); d. If passengers have sea-sickness, sends dinner to the cabin. The main duties of public area steward: a. Does cleaning; (Mops floor; cleans carpet, public toilets and open decks..) b. Makes tidying. The main duties of night stewards: If guests have something, they will contact the reception, and then the reception will announce night steward to deal with that. The main duties of laundry master: a. Processes laundry(sort laundry); b. Makes work schedules of laundry house; c. Makes environment smart and friendly. The main duties of linen keeper: Processes linen (table cloths, bed sheets, etc.) Exercises a. What are the main duties of chief housekeeper? b. What are the main duties of housekeeping supervisors? c. What are the main duties of cabin steward? d. What are the main duties of assistant cabin steward? e. What are the main duties of laundry master? f. What are the main duties of linen keeper? (3) Reception department The main duties of chief purser: His job is a very responsible job, he is easy to get access to passengers. a. Checks reception area; b. Is responsible for money; c. Handles complaints; d. Promotes and demotes subordinates. The main duties of accounts purser: a. Is in charge of all passengers’accounts; b. Is responsible for currency exchange; c. Makes work routine (schedules). The main duties of crew purser: He works in the crew office, mainly offers services to crew. a. Gives crew salary; b. Takes crew’s money; c. Sells stamps and phone cards; d. Offers information to crew; e. Be in charge of crew’s sign-on and sign-off. Notes: a. sign-on: means crew join the ship, sign a contract with captain, sign on the ship’s articles. Generally speaking, crew handle some procedures to join the ship in the crew office. b. sign-off: means crew handle some procedures to leave the ship in the crew office. When crew sign off, crew purser will buy tickets for them. c. If crew have special thing, tell their supervisor, then his supervisor will tell crew purser to deal with it. The main duties of receptionist: a. Collects passports of passengers; b. Offers information to passengers; c. Exchanges money for passengers; d. Communicates with passengers. Notes: Different from general hotels ashore, check-in onboard is done ashore in a head office electronically. When embarkation, cabin stewards and utilities show passengers into cabins. The main duties of bellboy: a. Delivers mail; b. Does cleaning; c. Is in charge of passengers’copy. Notes: Different from the general hotel ashore, the bellboy onboard doesn’t deal with passengers’ baggage. All baggage comes onboard(loaded) before embarkation. When the passenger books the cruise ticket, the booking office sends a luggage tag to him. The main functions of P.A.System for reception: On the cruise ship, there are two P.A.Systems in bridge, reception often use one of them to broadcast some information. Notes: According to the international regulations, from July 1, 1997, all ships must be equipped with two P.A.Systems. Exercises a. What are the main duties of chief purser? b. What are the main duties of accounts purser? c. What are the main duties of crew purser? d. What are the main duties of receptionist? e. What are the main duties of bellboy onboard? (4) Cruise entertainment department Cruise director is in charge of cruise entertainment department onboard. The main duties of this department are: a. Organizes games for passengers; b. Organizes cabaret shows for passengers; c. Organizes Disc and dancing party for passengers; d. Organizes lectures for passengers; e. Looks after children and organizes games for children. The picture on the entertainment center of a cruise ship: (5) Retail department Also known as shopping department. The gift shop sells souvenir items, local products, fashion clothing and T-shirts, camera film and other small items; The jewellery shop stocks gold and silver jewellery and other precious mementos. It is also possible to buy a limited range of toiletries onboard the ship. The picture on the shopping center of a cruise ship: (6)Casino, beauty, photo departments A. Casino The casino onboard offers the classic shipboard games, roulette and blackjack, plus a range of slot machines. Every week the croupiers will offer a “Bluffer’s Guide to Gaming”, just to get the guests in the mood. The casino is open whenever the cruise ship is at sea, it isn’t permitted to open while the ship is in port. Children under the age of 18 are not permitted to enter the casino. The picture on the cruise ship’s casino: B. Beauty salon A full range of hairdressing and massage services are available in the beauty salon. The tourists can arrange for a wash and set or blow dry, fancier hair-do, even a complete re-style. A complete list of prices and services, including massage, is available from the salon or the cruise desk, but the tourists can always ring and ask for prices when booking. The picture on the beauty salon of a cruise ship: C. Photo department The skillful photographers can take various pictures for the tourists along each voyage, they can use advanced equipment to develop the films in time. Exercises a. What are the duties of cruise entertainment department? b. What are the duties of shopping department? c. What are the duties of casino department? d. What are the duties of beauty salon? e. What are the duties of photo department onboard? Subject: 4. Language, Communication & Life Time of teaching: 6 periods Aims of teaching: (1) Make students to understand the importance of English onboard; (2) Make students to understand the importance of communication; (3) Make students to understand what are positive and what are negative in the communication; (4) Make students to understand how to get good first impressions; (5) Make students to understand how to read passengers; (6) Make students to grasp some listening skills in the communication; (7) Make students to understand the life onboard for crew. Focal points: (1) The importance of visual language in the communication; (2) Body language triangle; (3) First impressions; (4) Listening skills. Methods of teaching: (1) Bilingual teaching; (2) Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. (3) Apply a triangle to help students to understand. Process of teaching: (1) Give a few questions to review the last lessons. (2) Read the new words & expressions. (3) Explain the text (give some practical examples to help students understand). (1) Shipboard language A. What is the common language spoken aboard cruise ships? The cruise ship is an international community, English is very important because it is the common language on board. B. Why is it important to have a single language? It is very important to have a simple language (English) onboard, because it is: a. The requirement of safety; (Safety drill, fire, man overboard, etc.) b. The requirement of politeness/courtesy(manner) to passengers and colleagues; c. The requirement of communication with passengers and colleagues. C. Communication Communication is especially important onboard because: a. Communication is the exchange of information, news, ideas or opinions among people; b. Communication is a two-way progress; c. It is a course of sending & receiving signals; d. It is impossible not to communicate onboard. D. Verbal, vocal & visual language What are they? a. verbal language---The words that we say; (It is spoken language, not written language.) b. vocal language---The tone & projection of the voice; (It is connected with the voice and used in speaking. e.g.the tongue is one of the vocal organs.) c. visual language---what people see: body language and appearance. (It is connected with the sense of sight.) E. The values of verbal, vocal & visual language in the communication In the communication, the information volume for verbal, vocal & visual language to transmit is different, their value rates are as follows: a. verbal language---7%; b. vocal language---38%; c. visual language---55%. From the above, we know the visual language is the most important in the communication, so when we communicate with passengers, we shouldn’t neglect visual language, it can help us understand passengers more clearly. F. Body language triangle The following body language triangle shows what are positive and what are negative in the communication, it can help us how to communication with passengers efficiently. Positive (open) co-operative smiles interested proper eye contact body language & voice support open-minded Negative submissive aggressive (closed) (closed) weak voice hard voice slow speech fast speech looks down too much eye contact mouth covered space invasion scared of new information thinks himself perfect defensive defensive narrow-minded intimidates people narrow-minded Notes: If we are cooperative, opportunity will come to you, we can change everything around. Exercises a. What is the common language spoken aboard cruise ships? b. Why is it important to have a single language? c. What is communication? d. How many types of languages are there in the communication? What are they? Would you please explain them? e. What are the values of verbal, vocal and visual in the communication? f. What are the characteristics of an “open” person? g. What are the characteristics of a “submissive”person? h. What are the characteristics of an “aggressive” person? G.First impressions a.The first impression is the most important. “First time , every time.” In fostering your favourable image the first impression is very important. It can be decisive. Once it is formed, it is difficult to change. In fact, its importance can never be underestimated. How do you impress your guests at first sight? Here are some major methods: ① Make careful preparation before the arrival of the passengers. e.g. Get to know the nature, composition and interests of passengers, better still get to know something of each individual; Predict individual needs and possible problems. ② You must look nice and smart. Pay attention to your clothes, hair-do and makeup. ③ Make yourself easy to identify. Wear a name card or a badge ④ Make your self-introduction brief, interesting and easy to remember. ⑤ Show your efficiency. Settle passengers onboard as quickly as possible. ⑥ Show your good manners. Use respectable titles in greeting your guests. Do not hold out your hand to ladies or the elderly or VIPs first. Wait for their initiative. Handshake should not be perfunctory, long or forceful. Do not avoid eye contact in handshake. ⑦ Remember the name of your guests as soon as possible. Better to ask each what he or she would like to be called. b.Good impressions The 90---90 rule According to research, you have 90 seconds to create 90% of your overall first impression. or People make up 90% of their mind about you during their first 90 seconds of contact with you. In short, 90 seconds to create 90% of the first impression, if the first impression is bad, very difficult to change(turn around). c. Barriers in the communication The main barriers in the communication are as follows: a. Culture difference; b. The subconscious misunderstanding. H. How to read passengers? The following are the main personality types among passengers, they can help you to offer individual services to passengers. Personality Types Controller: Easy to reach an agreement; Thinker: Logic; (loud) Pay attention to facts and results. (quite) In order; Understanding. Sentimentalist: Thought or judgement arising Entertainer: Need attention; (quite) from feeling; (loud) Like to be noticed; Not social. Full of energy. In short, we should communicate with passengers according to their different characteristics. I.How to start conversation? Generally speaking, if we want to open conversation, use special questions, if we want to close conversation, use general questions or disjunctive questions.e.g. Open Close how, where, when, isn’t it, did he, are you, what, why, who, etc. will you, have you, can you, etc. Notes: “open” question means “ need more information, be more friendly and interested”, we should use more “open” questions to start conversation to communicate with passengers. J.Listening skills a. Listening is very difficult, it’s an art. Everybody loves a good listener, as the old saying goes, listening is the greater part of learning. The Bible says, “Be swift to hear, slow to speak.” in other words, ease off. Let the other person have his turn at bat. One of great British statesmen, Winston Churchill ever said, “Speech is silver while silence is gold.” There is great value in silence when communicating with passengers. So we should: ①Listen with an open mind; This means we should be attentive and go back to empathy when we listen to passengers. ②Listen all the way through; This means we should be patient from beginning to end when we listen to passengers. ③Watch for verbal/visual signals; This means we should pay attention to passengers’ verbal/visual clues when we listen to passengers. ④Become an careful observer. This means we should see and notice the passengers carefully when we listen to passengers. b. How to improve your listening ability? Besides the traditional ways, there are some other ways to improve your listening ability: ①“sit back to back” practice; This means two persons sit back to back and speak English to each other. ②“role play” practice; This means two or a few persons play different roles and imitate situational dialogues to practise English. ③“listen to realistic English” practice; This means listening to different people’s life-like and practical English. ④“listen to different countries’ English” practice; This means different countries’ and areas’ Englishes are different to some extent. if we want to improve our English listening ability, we should listen to different countries’ and areas’ English. ⑤“listen to your own English” practice. This means recording your own English and then listening to it. Exercises a. Why is the first impression the most important? b. What is the 90—90 Rule? c. What is the “open” conversation? d. What is the “close” conversation? e. How to listen to passengers? f. How to improve your listening ability? (2) Life onboard for crew A cruise ship is an international community, all crew members must try the best to meet the multi-cultural life onboard. A. Officers’ life onboard: They wear stripes; can have a drink in the officer bar; live in better cabin (with private washing room) and eat in officers’ mess (mainly western food); sometimes can use passengers’ facilities. B. Crew’s (including common staff) life onboard: They wear no stripes; can have a drink in the crew bar; live in so-so cabin ( generally speaking, share cabin with other crew, only can use public shower and sink for washing and public washing room); eat in crew mess (mixture food, e.g.on TOPAZ, there are three messes for crew, one for Indian crew; one for Filipino crew; one for European crew.); only can use crew facilities. C. The common life for officers and crew onboard: In different seasons, the cruise ships go to different places, e.g.TOPAZ goes to the Mediterranean Sea only in summer; in the rest of time, goes to the Caribbean or the Canary Islands. They can develop their pictures; They can make their own entertainment; They can have time off; If they are ill, they can see doctor free of charge, if someone is ill very seriously, even his cruise ship company send for a helicopter to rescue him; Laundry---their uniforms are washed free of charge everyday; if they have their own clothes washed in the laundry, they must pay by themselves; Safety drill---they must join the safety drill according to announcement; they must always keep their personal booklets well (A personal booklet is a booklet about place of emergency, fire and boat station.); Shore leave---when they go ashore, they must take their identification cards, when they come back, they must return the ID cards to the card board; if they want to have shore excursions, please contact with tour manager. Notes: All the crew members should bear in mind the follows: No eating in cabin; No smoking in bed; No drinking in cabin; No throwing cigarette ends out, in case wind blows back; No yawning in public areas. Exercises a. How about the life of officer and crew onboard? b. When you work on the cruise ship, can you eat, drink and smoke in your cabin? c. What’s a “personal booklet”? d. When you get on the cruise ship, where do you sign on? Subject: 5. Customer Service Time of teaching: 10 periods Aims of teaching: (1) Make students to realize why good customer service is important; (2) Make students to understand what the two types of customers are; (3) Make students to understand what good customer service is; (4) Make students to understand what bad customer service is; (5) Make students to understand why business loses customers; (6) Make students to understand what state of mind they should keep for offering service to passengers; (7) Make students to know passengers’ expectations; (8) Make students to understand what the 5Ps are; (9) Make students to understand how to anticipate the customers’ needs; (10) Make students to grasp the basic art of speaking to passengers; (11) Make students to the culture mistakes they should avoid communication with foreigners. Focal points: a. What is good customer service? b. What is bad customer service? c. The 5Ps; d. Anticipating the customer’s needs; e. Art of speaking to passengers; f. The culture mistakes we should avoid. Methods of teaching: a. Bilingual teaching; b. Combine my practical work experiences on the cruise ships, apply a large number of cases to teach students how to offer service to passengers and communicate with foreigners. Process of teaching: Lesson 1―2 Give a few questions to review the last lessons. Read the new words & expressions. Explain the text (give some practical examples to help students understand). (1) Why is good customer service important? Good customer service is very important, because: a. Satisfied customers take us less time, cause less stress & are more pleasant to deal with (and can give us more fun!); b. Bad news travels fast---only tell us 5% if customers are unhappy---tell the other 95% to their friends, family and colleagues; c. Customers can have a lifetime value if they get good customer service; (They come back again and again and do good propaganda for your company.) d. Finding new passengers costs 5 times as much as encouraging existing ones to return. (Finding new passengers must do a lot of promotions.e.g. for TOPAZ, 78% passengers come back.) In short, if we offer good customer service, we can get more money (both company and you), lifetime value, more fun (enjoy yourself) and good reputation. (2) Two types of customers---external & internal customers a. Internal customers Internal customers mean work colleagues who treat customers each other. Please remember: Think of our work colleagues as your customers, and treat them in the same manner in which we would treat passengers. b. External customers External customers mean passengers who pay us for the service given. Notes: Please maintain a positive outlook towards passengers, colleagues, superiors and our company. (3) What is good customer service? Generally speaking, good customer service demands us to: a. Make customer happy; b. Own high quality behaviour; c. Own high service standards; d. Smile; f. Be friendly; g. Be helpful. (Be quick, show interests, etc.) In the service areas, the most important is people (staff), if not good, everything is wasted. Notes: At present, global wealth(money) spreads evenly, more and more people have money to travel on the cruise ships, in addition, exposures and competitions are increased, so improved standards are needed. (4) What is bad customer service? Generally speaking, bad customer service refers to the follows a. Waiting; b. No smiling; c. Not interested; d. Not my problem(evade responsibility); e. Be impatient; f. Be arrogant. Exercises a. Why is good customer service important? b. How many customers are there? what are they respectively? c. What is good customer service? d. What is bad customer service? e. Would you please tell one of your bad service experiences? Lesson 3―4 Give a few questions to review the last lessons. Read the new words & expressions. Explain the text (give some practical examples to help students understand). (5) Why do business lose customers? The reasons for business to lose customers are various, the following are the rates of the different influences on the customers market. 1%----die; 3%----move away; 4%----float (move from one company to another); 7%----recommend move (friend’s recommendation); 8%----natural complaints; 9%----cost (more expensive); 68%-- bad service. (6) State of mind for offering services to passengers When we offer service to passengers, we should keep a good state of mind, this can be outlined as follows: a. We should see something from passengers’ angle / point and anticipate what passengers want. b. We should pay attention to details of matter and should not neglect small things, because all small things make a big thing. c. Our service should exceed passengers’ expectations. (7) Passengers’ expectations: Generally passengers’ expectations can be summarized as follows: a. Professional experience; We should be skillful at our work, look smart, wear clean uniform and take our job seriously, etc. b. Friendliness and courtesy; We should be courteous and friendly to passengers and other people. c. Delivering high quality service; We should read passenger and determine passenger’s needs, and then offer service, finally check if the passenger is satisfied with the service, etc. d. Solving passenger’s problem; We should listen to passenger’s problem carefully and express our apologies, and then take action to resolve the problem immediately, finally check if the passenger is content with the solution. e. Improving service quality; We should report passenger’s feedback and share our ideas with our colleagues in order to improve our service. f. Find opportunities to offer service. We should try our best to find opportunities to offer service to passengers. (8) The 5 Ps The 5Ps is short for “proud, professional, polite, prompt, personal”. Proud This means we should be proud of ourselves and our work; Professional This means we should be smart, quick, clean, neat and skillful at our jobs; Polite This means we should be friendly and respect passengers. Prompt This means we should offer service quickly and efficiently, don’t keep passengers waiting. Personal This means we should remember passengers’ names, cabin numbers, etc. and offer individual service. Exercises a. What is the main reason for business to lose customers? What is the rate of this reason for business to lose customers? b. When you offer services to passengers, what state of mind should you keep? c. What are guest’s expectations? d. What are the 5Ps? What does “personal” mean here? Lesson 5―6 Give a few questions to review the last lessons. Read the new words & expressions. Explain the text (give some practical examples to help students understand). (9) Anticipating the customer’s needs This means: We should make a careful study of the passengers’ basic conditions, predict individual needs and possible problems. How do you view your passengers? Each of them has his individual needs, this is true in any situation. No two individuals are alike, this is especially so with westerners. a. Equal service Before we talk about individual needs and possible problems, we’d better get some information about equal service. All passengers should enjoy equal service, there is no doubt about that. On the other hand, individual attention is necessary because no two passengers have the same needs, interests or difficulties. Equality is a primary human right. There should be no discrimination against any guest on grounds of sex, age, profession, cultural background, skin colour, financial status, religious belief. In terms of consumer rights there should be equal service for the same consumer status. Discrimination is only very seldom practiced deliberately by a handful people. What makes discrimination is often not deep-rooted prejudice, it is caused by negligence. It may arised out of your unconsciousness, it is easier to root out purposeful discrimination. It is not easier to uproot discrimination through ignorance and carelessness. Do not just relate with female passengers if you are female; Do not just relate with male passengers if you are male. Do not relate more to young people like you simply because you share more with your peers. Do not relate more with people who happen to share your background or interests. Do not sit or walk with the same tourists many times, change your neighbours and conversational partners, mix up well with everyone of your passengers. b. Individual attention Equal service is not opposed to individual attention. The right to service is equal, but the need of individual attention is different. Young people need less attention than elderly people. They tend to be more independent. They show courtesy and respect to the latter, letting them have more attention. Some people get tired more easily, they need a word of care. Some are a bit shy, they need a word of encouragement. Some are a little too adventurous, they need a word of warning. Some may be physically handicapped, they need a helping hand. At the beginning of the voyage, some passengers may be a little too excited. It is great to be on the deluxe cruise ship on the blue sea. Warning then should be given to them not to overspend their energy. Some may experience serious culture shock, care must be taken to relieve their physical tension and mental stress, and culture differences should be carefully explained. Towards the end of journey some may leave things behind, they should be reminded not to make haste. Individuals vary in physical fitness, knowledge structure, intellectual abilities, spiritual pursuits, travel motivations, emotions, will power, tastes and interests, needs and desires, temperament and character, attitudes and manners, customs and habits, views and beliefs. It is not easy to relate to a world of individuals. It is a skill, an art. It is not enough just to learn psychology and public relations. It takes years of pains, patience, practice and experience. Many books are available on these subjects. Knowledge and science are possible to teach, experience and art are not, so we must learn from books, from veteran crew, and also from our own work experiences. For examples: a. In the bar In the morning, foreign tourists like to drink coffee; before lunch and dinner, they like to drink Bloody marry for stimulating the appetite( or whet). b. At the reception When tourists go out, if it rains outside, we should offer them umbrellas, when tourists come back with wet umbrellas, we should give them plastic bags to hold wet umbrellas. c. In the dining room When foreign tourists have breakfast, some need maple syrup; the vegetarians need vegetarian food. d. In the cabin department If some tourists are ill, we should ask if they need to send breakfast to their rooms; if some tourists lose their way, we should take the initiative to help them. e. In the shopping center Different tourists like to buy different goods.e.g. Ladies like to buy jewellery articles, perfume; gentlemen like to buy tobacco and wine. Exercises a. What does “anticipating the customer’s needs” mean? b. What is “equal service”? c. What does “individual attention” mean? d. Would you please give an example about how to anticipate the customer’s needs at the reception? e. Would you please give an example about how to anticipate the customer’s needs in the dining room? Lesson 7 Give a few questions to review the last lessons. Read the new words & expressions. Explain the text (give some practical examples to help students understand). (10) Art of speaking to passengers The art of speaking is very important to your work, your inner feeling should find expression in overt speech. Speech is a most powerful tool for bringing different hearts together. You should live up to passengers’expectations not only in deeds but also in words. Your words must be as good as your deeds. The basic requirements of your speech are cordial, friendly, courteous, sincere, rich, modest, refined, gentle, expressive, humorous, well-tailored to the tastes of passengers. Generally speaking, the passengers like to hear as follows: Welcome to our ship. Glad to work with you. Wish you a pleasant stay onboard. I’ll be glad to be of help. I’ll be happy to make friends with you. How are you? You look great. Thanks. Thank you. Much obliged. I really don’t know how to thank you enough. No, I can manage. thank you just the same. Thanks awfully. Excuse me, could you show me the way to---? Sorry for being late. Sorry to trouble you.. Sorry to have troubled you. Sorry to interrupt you, but---. Excuse me for reaching. Will(Won’t, Would, Wouldn’t, Could, Couldn’t, Can, Can’t)you join us? Join us, will(won’t, would, wouldn’t, could, couldn’t, can, can’t)you? Go with us, if you like(please). Won’t you stay a little longer? Can I ask you to stay a little longer? Don’t let’s go yet, OK? Let’s go, shall we (if you like, if you are ready). Would you mind my sitting here? Would you mind if I sit here? Can I take this seat? What can I do for you? What would you like me to get for you? I’ll be happy to be of help. At your service, sir (madam). We’ll go out of our way to make you happy. It’s a great pleasure to do what we can. Would you do me a favour? Can I ask a favour of you? May I know your name? May I be excused? I should say so (think so). I should think not (say not). I would rather say no. It is simply perfect, if you allow me to say so. I’d like very much to join you, but sorry I really couldn’t manage this time, thank you just the same. Ladies and gentlemen, It’s a great pleasure to work with you on this program. Allow me to extend a most warm welcome to you. Ladies and gentlemen, It’s been a great pleasure to work with you. I’ll cherish our wonderful memories. Come again. Nice journey home. Exercises a. How to express your welcome to passengers? Please give some examples. b. How to express your good will to passengers? Please give some examples. c. How to express thanks to passengers? Please give some examples. d. How to express apologies to passengers? Please give some examples. e. What are the basic requirements of speaking? Lesson 8―!0 Give a few questions to review the last lessons. Read the new words & expressions. Explain the text (give some practical examples to help students understand). (11) The culture mistakes we should avoid. A. Do not extend your hand to elderly visitors and ladies before they extend their hands. Do not pump the hands of people, hold them too long, use too much force or make the handshake perfunctory. In handshake, do not avoid eye contact. When you give verbal greetings, guard against these: You must be tired now. You have had a hard time. You have had a tiring journey. Instead use these: How was the trip? Did you have a pleasant trip? Welcome, I have been expecting you. I’m glad to work with you. Hope that we will have a pleasant trip together. If elderly tourists decline your help, do not insist. They may prefer independence. They do not like the idea of feeling old. B. Later on the trip, mind your daily greetings. Avoid Chinese culture habits. Do not use these: Have you eaten? Where are you going? Where have you been? Use these instead: Hi! Hello! How are you? How are you doing this morning? C. When you start a conversation, avoid personal topics, use impersonal topics. Do not say: Are you married? Do you have a family? How many children have you got? How old are you? Where are you from? What else will you do except travel in China? What are you going to do when you return home? Do you like China? What are your impressions of china? Always remember to begin a conversation with impersonal subjects. Personal subjects come only after friendship is made, and only when your conversational partner no longer minds revealing personal information. Conversational openers can be: Nice weather, isn’t it? I hope it will clear up soon. It’s a little rainy (dry, windy, snowy, cloudy, sunny), isn’t it? Is this typical spring weather? What is autumn like here? Did you hear the news that---? Did you watch the program---? There is no change in the program. We will have a very nice (busy) day. D. Private things are taboos. All taboos must be avoided at all times on all occasions. Examples of taboos are: How old are you? Are you married? Have many children do you have? What does your husband (wife) do? How much money did you spend on this dress? What was the price of the book? Other taboos are: Peeping over somebody’s shoulders, glancing at somebody’s letter, playing with others’things, entering a room without permission---. E. When you make an appointment, avoid statements and commands. Do not use these: Come down to the lobby at eight. I’ll come over to your place. Come over to my room. We will meet in the recreation room. Instead you say: Would you come down to the lobby---? Shall we meet in the recreation room? Can I come over to your place? Would you come over to my room? F. Say a lot more thanks than you do when you speak Chinese. Remember to say “Thank you” in the following situations: When you receive anything handed over to you, even if it is something of yours that is being returned to you. When you hear a compliment, do not say “No, no, no, far from it”. Examples are: a: Your English is very good. b: Thank you, I’m glad to hear that. a: What a beautiful dress! I love the colour. b: Thanks, I’m glad you like it. When the host welcomes you at the door, do not just smile, you must express your thanks, you can say: Thank you for asking me over. Thank you for the invitation. When drink or food is offered to you, say “Thank you”, if you do not object, do not expect to be offered for more than once. If you do not care for it, do not just say “No”, you must say “No, thank you.” G. Westerners use many more apologies than we do, so when you speak English, do not forget to express your apology in the following situations: When you cough or sneeze or pass a person, be sure to say “Excuse me.” When you interrupt, be sure to say “Sorry to interrupt you.” When you reach at dinner, remember to say “Excuse my reaching.” When you are late, you must say “Sorry to be late.” On the other hand, you must not apologize in the following situation: When you give a gift, do not say “It is nothing”, or “It isn’t much” or “It was not expensive” or “It is not very particular.” When you treat a friend to dinner, do not turn down his or her thanks. Do not say “It isn’t special” or “It is very simple” or “I’m a very poor cook.” H. Another area of possible mistakes is gift-exchange. When you receive a gift, do not just say “Thank you,” You must say: “Oh, this is lovely, I like it very much. It’s very kind of you.” When you give a gift, you must say that it is special and why it is special. You can say “I choose it especially for you” or “It suits you very well”or “It is unique”or “It is very Chinese. I hope it will remind you of me.” When your friend thank you for the gift, do not just smile, say: “ I’m glad you like it.” I. Leaving-taking also presents difficulties to Chinese speakers of English. Overstaying is one error. Abrupt leaving is another. Apologies like these must be avoided: I’m sorry to have troubled you. I’m sorry to have taken you so much time. Instead you should say: Thank you for this lovely evening. Thank you for this lovely talk (dinner). The other way round, when your guest thanks you for the visit, you should say: I’m glad you could come . Come again. Exercises When you give greetings to foreigners, what should you guard against? What should you do instead? b. When you give daily greetings to foreigners, which Chinese culture habits should you avoid? c. When you start a conversation with foreigners, what should you avoid? What should you do instead? Would you please give some examples? d. To western tourists, private things are taboos, would you please give some examples? e. When you make an appointment, what should you avoid? Would you please give some examples? What should you do instead? Would please give some examples? f. When you hear a compliment, what should you do? Would you please give some examples? g. How to avoid gift-exchange mistakes? Please give some examples. h. How to avoid leaving-taking mistakes? Please give some examples. Subject: 6. Teamwork 7. Disciplinary Procedure Onboard Time of teaching: 2 periods Aims of teaching: (1) Make students to understand how to do teamwork well; (2) Make students to understand the general disciplinary procedure onboard. Focal points: (1) How to do teamwork well; (2) Disciplinary Procedure Onboard. Methods of teaching: a. Bilingual teaching; b. Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. Process of teaching: (1) Give a few questions to review the last lessons; (2) Read the new words & expressions; (3) Explain the text (give some practical examples to help students understand). 6.Team work There is an old saying which goes, one swallow does not make a summer. On the cruise ships, we have to work with all ranks of colleagues with different backgrounds, we should cooperate with them well, none of them is dispensable, we must respect them, value their contribution, there is no reason for us to get proud. So teamwork is very important in our service work, good teamwork can make our job easy. In order to do teamwork well, we should do as follows: a. Often communicate with colleagues and understand each other; b. Be cooperative with colleagues; c. Be flexible to get along with colleagues and seek common ground while reserving differences; d. Be aware of colleagues’ needs and help each other. 7.Disciplinary Procedure Onboard Generally speaking, if you work as a crew member onboard, the disciplinary procedure for you is made up of the following steps: Step1. Informal discussion; This means your superior discusses your mistake with you informally. Step2. Verbal warning; This means your superior warns you for your mistakes verbally. Step3. Formal warning; This means your superior warns you for your mistakes formally. Step4. Written reprimand; This means your superior gives you a severe written scolding because of your severe mistakes. Step5. Dismissal from the ship; This means you are discharged from the ship because of your offence. Step6. Dismissal from the company. This means you are discharged from the ship’s company because of your offence. Exercises a. How to do teamwork well? b. What is disciplinary procedure onboard? c. What does “written reprimand”mean? Subject: Review Time of teaching: 4 periods Aims of teaching: (1) Make students to grasp the key points of the contents they learnt; (2) Make students to grasp the basic English words. (3) Make students to understand the basic skills of working onboard. Focal points: (1) The questions students haven’t understood; (2) The information on final examination. Methods of teaching: a. Bilingual teaching; b. Summarize what students have learnt. Process of teaching: (1) Give a few questions to review the last lessons; (2) Review “the information for maritime hotel students”; (3) Review “the working on the cruise ships”. PART 3 The Elementary Hygienic Knowledge For Working On Cruise Ships Subject: 1. What Is Food Hygiene? Time of teaching: 2 periods Aims of teaching: (1) Make students to understand what food hygiene and food safety are; (2) Make students to understand the costs of bad food hygiene; (3) Make students to understand the bad food hygiene impact on business; (4) Make students to understand the benefits of good hygiene. Focal points: (1) What are food hygiene and food safety? (2) Costs of bad food hygiene; (3) Bad food hygiene impact on business. Methods of teaching: a. Bilingual teaching; b. Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. Process of teaching: (1) Give a few questions to review the last lessons; (2) Read the new words & expressions; (3) Explain the text (give some practical examples to help students understand). A. What is food hygiene? Food hygiene means all practices, procedures and precautions which prevent food poisoning and food spoilage, includes: a. Preventing food contamination; b. Preventing bacterial growth; c. Killing bacterial; d. Care & cleanliness of premises and equipments; e. Good food delivery, storage, display and sale; f. Personal hygiene; g. Good design of food premises; h. Pest control; i. Waste control. B. What is food safety? Food safety is protecting food from anything that could cause harm. So in order to keep food safety onboard, health officers and captain often do a big inspection on ship’s food premises. Costs of bad food hygiene Bad food hygiene may produce a lot of costs as follows: a. Food poisoning---possibly cause death; b. Food spoilage---waste a lot of money; c. Food complaints; d. Prosecution, fines and imprisonment; e. Closure of company; f. Causing pests; g. Causing civil action; h. Remedial costs. Thousands of people throughout the world become ill every year because of the food and drinks they have. These illnesses are called food borne illnesses, very easy to stop them, but transmit very quickly on ships if they are not controlled immediately. For example: On some cruise ship, one cook had bad hygiene, 800 people nearly died. Bad food hygiene impact on business Bad food hygiene results in a lot of negative influences on business as follows: a. Bad publicity; b. Loss of reputation; c. Reduced business; d. Lower profits; e. Closure of company and job losses. Benefits of good hygiene Good hygiene may produce a lot of benefits as follows: a. Leading to satisfied customers; b. Leading to good reputation; c. Leading to increased business; d. Leading to higher profits; e. Keeping within the law; f. Lowering wastage costs; g. Leading to better conditions to work; h. Keeping staff happy (happier staff). Obviously factors other than good hygiene also influence these benefits. Exercises a. What is food hygiene? b. What is food safety? c. What are the costs of bad food hygiene? d. What is the impact of bad food hygiene on business? e. What are the benefits of good hygiene? Subject: 2. Environmental Health Officers 3. What Is Food Poisoning? 4. Food Borne Diseases Time of teaching: 4 periods Aims of teaching: (1) Make students to understand what EHO is and the main duties of EHO; (2) Make students to understand what food poisoning is, what food is contaminated by and the main symptoms of food poisoning; (3) Make students to understand what food borne disease is, the difference between food poisoning and food borne disease, and the main symptoms of food borne disease. Focal points: (1) What are CIEH and EHO; (2) What is food poisoning? (3) What is food borne disease. Methods of teaching: a. Bilingual teaching; b. Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. Process of teaching: (1) Give a few questions to review the last lessons; (2) Read the new words & expressions; (3) Explain the text (give some practical examples to help students understand). 2. Environmental Health Officers (1) CIEH CIEH is short for “Chartered Institute Of Environmental Health”. Now this structure covers over 100 countries, it is the strictest environmental health inspection structure in the world. It is a learned society whose constitution is in a Royal Charter. The original organization was founded in 1883 and was called the Association of Public Sanitary Inspectors. It is an independent professional body and registered charity representing those who work in environmental health and related disciplines. Its primary function is the promotion of knowledge and understanding of environmental health issues. (2) EHO EHO is short for “Environmental Health Officers”, usually they are employed by local authority environmental health department, they are very powerful people. A. Their duties involve: a. Investigation of food poisoning outbreaks; b. Inspection of all food premises registered with the authority; c. Inspection of food; d. Education and training of environmental health. As well as these functions, they also act as advisors. B.Their powers include: a. Improvement They have right to make food premises’ hygiene better. b. Prohibition They have right to forbid the making and sale of unqualified food. c. Disqualification They have right to disqualify the food premises which are not up to the required hygiene standard. d. Prosecution. They have right to bring a criminal charge against the food premises which break the law. Exercises (1) What are CIEH and EHO? (2) What are the duties of EHO? (3) What are the powers of EHO? 3.What Is Food Poisoning? What is food poisoning? It’s an acute inflammation of the digestive tract caused by the consumption of contaminated food. It results in abdominal pain, often with diarrhea and vomiting. Food is not harmful in itself, if contaminated, it will cause illnesses. The illnesses are caused by the follows: A. Micro-organisms: a. bacteria; b. viruses. B.Chemicals: a. pesticides; b. herbicides; c. cleaning agents; d. disinfectants; C. Metals; D. Plants, e.g. red beans, toadstools, some green potatoes, some green tomatoes. Of all these, bacteria are by far the most common. The main symptoms of food poisoning a. diarrhoea; b. abdominal pain; c. nausea; d. vomitting; e. fever; f. headache. Exercises (1) What is food poisoning? (2) What conditions can make food harmful? (3) What do microorganisms mainly mean? (4) Which chemicals can contaminate food and make it harmful? Please list four kinds. 4. Food Borne Diseases In addition to food poisoning there are also food borne illnesses. What’s food borne disease? It’s a disease that is carried or transmitted to people by food including water. Food poisoning and food borne disease are different. A. Food poisoning Caused by eating food contaminated with harmful substances, the microorganisms are living and growing in the food; Food poisoning is caused by a large number of bacteria; Bacteria need to grow in food. B. Food borne disease This is the disease that is caused by microorganisms which are carried in the food or water, they don’t grow or multiply in the food or water, they need to get into our bodies to do that; Even a small number of microorganisms can also cause illness; Microorganisms do not need to grow in food; Food borne disease is often caused by water. The main symptoms of food borne diseases Campylobacter; E.coli0157 c. Dysentery d. Typhoid e. Cholera f. Brucellosis g. Tuberculosis These cannot be controlled by stopping them growing, they must be kept out of food at all costs. Exercises What are the main symptoms of food poisoning? What’s food borne disease? What are the differences between food poisoning and food borne disease? What are the main symptoms of food borne disease? Subject: 5. Micoorganisms Time of teaching: 10 periods Aims of teaching: (1) Make students to understand some basic knowledge about bacteria, particularly the bacteria related with food; (2) Make students to understand what high risk foods and safe or low risk food are; (3) Make students to understand how to deal with poultry; (4) Make students to understand how to avoid food danger. Focal points: (1) Characteristics of bacteria; (2) Pathogenic bacteria; (3) Sources of pathogenic bacteria; (4) Conditions for bacteria’s growth; (5) High risk food and safe or low risk food; (6) Avoiding food danger. Methods of teaching: a. Bilingual teaching; b. Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. Process of teaching: (1) Give a few questions to review the last lessons; (2) Read the new words & expressions; (3) Explain the text (give some practical examples to help students understand). Microorgmisms include: a. bacteria; b. viruses; c. parasites; d. mould and fungi.(some are good. e.g. yoghurt, cheese). (1) Bacteria What are bacteria? They are one of the family of microbes, they are single celled organisms and found everywhere, most are harmless, harmful ones are called pathogens, some are useful, e.g.yoghurt, cheese. Some cause spoilage---make food go “off ”, these don’t usually cause illness; Pathogens don’t usually spoil the food---make them very hard to detect their presence in food, usually cause illness. Most pathogens can not be seen, smelt, tasted or felt in food. (2) Characteristics of bacteria The characteristics of bacteria are as follows: a. They are very small, a pin head can covered by millions of bacteria; b. They like to move in a moist condition; c. They present different shapes; d. They have millions of different types; They are composed of a single cell. (3) The number of bacteria One square centimetre of the skin of a tomato can have several thousands of bacteria. (4) Pathogenic bacteria The bacteria that cause harm are called pathogenic bacteria. (pathogenic= “disease-producing”) They can grow in the food without any sign, the food looks, tastes, smells the same. (5) Spoilage bacteria Food spoilage bacteria make the food look, taste and smell off. This will be obvious to the customers and us and will not be eaten. Exercises Would you please list four main microorganisms? Are all fungi harmful? Would you please give some examples? What are bacteria? What are the characteristics of bacteria? What are the pathogenic bacteria? What are the spoilage bacteria? What are the differences between pathogenic and spoilage bacteria? (6) Useful (or helpful) bacteria Useful bacteria have a lot of functions as follows: a. Grow crops; b. Make foods; c. Digest the food we eat; d. Treat the sewage to make it safe; e. Develop new food; f. Create medical drugs; g. Create laundry and cleaning products. (7) Sources of pathogenic bacteria The pathogenic bacteria mainly come from: a. Raw foods; e.g. poultry, meat , eggs, shellfish, vegetables, etc. b. Pests; e.g. insects, rats, pets, birds, etc. c. People; d. Air and dust; Air conditioning, if sneeze in the air, bacteria will travel 250km/per hour. e. Dirt and waste food; f. Water. (8) Growth of bacteria Food poisoning bacteria don’t usually get into food in large numbers. It is usually in low level contamination then grows to poisoning level. How do bacteria grow? They grow very simply, they adopt the way of binary fission, if they are given right conditions, one bacteria can be divided into two every 10-20 minutes, so one bacterium can be divided into 100,000,000 in 9 hours! But they are still invisible. On eating some bacteria cause illness by infection, the others release toxins (poisons) in the food. Exercises (1) What are the useful bacteria? (2) Where do pathogenic bacteria come from? (3) How do bacteria grow? What are toxins? (9) Conditions for bacterial growth All bacteria vary in their growth requirements to some extent, but we can say that they all need the following conditions: a. The right temperature; b. Time; c. The right food; d. Moisture. A.Temperature and bacteria The effect of temperature on food poisoning pathogens can be split into three types: a. Cold Bacteria are dormant below 5 degrees Celsius; b. Hot Bacteria are destroyed above 63 degrees Celsius if given enough time; c. Warm Bacteria will grow between 5 and 60 degrees Celsius, this is the danger zone. For most bacteria, the ideal temperature is 37C (human body temperature), when growth is the most rapid. Bacteria’s growth is much slower near the two extremes of the danger zone. Foods are likely to be in the danger zone when: They are left in a warm room; They are slowly warming up; They are cooked after cooked; They are left in sunny windows; Hot gravy/sauce is poured on cold food; They are in vehicles in hot weather. Notes: Some noticeable temperatures are as follows: Water boils at the temperature of 100C(212F); Minimum cooking temperature above 74C (165F); Hot hold temperature 60C (140F); Danger zone: 5C-60C (41F-140F); Body temperature 37C (98.6F)---The best temperature for bacteria; Cold hold temperature below 5C (41F); Refrigeration temperature 5 (41F); Air-refrigerator (air-circulate)temperature below 4C (39F); Water freezes at the temperature of 0C (32F); Freezer temperature (legal frozen temperature)-18C (0 F). The converting formula between Celsius temperature and Fahrenheit temperature: Celsius temperature×9/5+32=Fahrenheit temperature For example: 42C×9/5+32=107.6F B.Time a. Bacteria will reproduce every 10-20 minutes at the right temperature; b. They reproduce by the way of binary fission; c. The time bacteria take to grow: Every 10-20 minutes, one bacterium can divide into 2. 1 min.=1 20 min.=2 40 min.=4 60 min.=8 80 min.=16 10 hours.=over 1 billion C.Moisture a. Bacteria’s growth needs moisture: a thin film is enough. b. Bacteria cannot multiply in dry foods such as flour, dried milk, spices and toast. Exercises What are the conditions for bacterial growth? How to divide the effect of temperature on food poisoning pathogens? What conditions can likely make foods to be in the danger zone? What are the hot hold temperature and cold hold temperature? What is danger temperature zone? How to convert Celsius temperature into Fahrenheit temperature? How do bacteria reproduce at the right temperature? In which foods can bacteria not multiply? (10) High risk foods Defined as “Those foods which will support the growth of bacteria and may be eaten without further cooking.” (Also called potentially hazardous foods, bacteria grow easily in these foods.) High risk foods have the following characteristics in common: a. protein; b. moisture; c. low salt and sugar; d. low acid. Examples are: cooked poultry, cooked meats; dairy products(not include hard cheese); soups, stocks and sauces, shellfish and seafood, cooked rice, raw eggs in food, e.g. mayonnaise (a thick yellowish sauce with eggs, oil, milk, etc. in it, which may be poured over cold foods.) It is high priority that these foods are kept under refrigeration at the correct temperature. If these foods are being served or held hot, their temperature must be above 63C. Failure to do these will result in the growth of any bacteria which may lead to food poisoning. (11) Safe or low risk foods These are foods on which bacteria cannot usually grow by virtue of the fact that the food is: Too dry; Too acid; Too high in sugar; Too high in salt; Chemically preserved; Too high in fat. These should not be given priority in relation to refrigerated storage and display. A.The effect of acid on bacteria a. The acidity of food has an important effect on the growth of bacteria, therefore decide how long food will keep; b. This is called the ph; c. Strong acid foods are: lemon juice; vinegar; limes; rhubarb (a type of broad-leaved garden plant whose thick juicy stems are boiled with sugar and eaten as food ). B.The effect of sugar and salt on bacteria a. salt: e.g. brine; b. sugar: e.g. jam, treacle. They shrivel the bacteria up. Exercises What are the high risk foods? What are the common characteristics of the high risk foods? Please give some examples. How to hold and serve the high risk foods? What are the safe or low risk foods? What are the common characteristics of the safe or low risk foods What is the effect of sugar and salt on bacteria? (12) Dealing with poultry safely Fresh and frozen poultry can harbour both salmonella and campylobacter. This may be of the order of 40%. The situation is improving a little due to efforts mainly made by the large retailers who have improved standards at farms, slaughter and processing plants. However, you must assume that all poultry you deal with is contaminated. Frozen poultry (unless processed goods) should always be thawed completely. Ideally, this should be done in a covered container in a fridge (think time needed). It should be checked with a skewer or similar. Thawing should be done well away from any cooked foods. Hands, equipment and surfaces used for raw poultry must be cleaned and disinfected after use ( avoid cross contamination). Poultry should be cooked thoroughly and checked with probe (well above 63C). Make sure cooked poultry is not allowed to come into contact with raw (or hands, surfaces, etc.). If cooling is required, it should be done as quickly as possible in a blast chiller or more likely in a cool room. The aim is refrigeration within 1.5 hours. Potentially, poultry is probably the most risky food you deal with and is very popular with customers. Be careful with it. Notes: a. If dealing with hot chicken, we must use 1/2 hour to cool it down and then put it into refrigerator; b. If dealing with the food taken out of freezer, firstly we must put it into refrigerator. Exercises How to deal with the frozen poultry? How to deal with the cooked poultry? (13) Avoiding food danger How to avoid food danger? The methods of avoiding food danger are as follows: a. Don’t leave food at room temperature; b. keep food hot or cold; c. Try not to prepare or cook foods too long in advance; If you must cool hot food quickly (<1.5hours) and cover it and then refrigerate it (below 5C/41F); d. keep hot food hot (above 60C/140F), reheat thoroughly (above 60C/140F); e. Transport food safely (refrigerated); f. It is important to cook food thoroughly in order to destroy bacteria; g. It is important to deal with frozen food correctly, and correct thawing practices and subsequent cooking times must be given, especially for poultry. The safety methods for dealing with eggs The following are the methods for dealing with eggs: a. The bacteria salmonella are very common in eggs; b. Most eggs are contaminated; c. We should store eggs in refrigerator; d. According to USPH standards, pasteurized eggs for most dishes must be used; e. We should wash hands after preparation. Notes: USPH---The United States Public Health C. Safe handling of raw vegetables We should use 50 PPM (parts per million)solution to wash and sterilize vegetables. D. Safe handling of cooked food during preparation Safe handling of cooked food is as follows: a. Cooked food must be covered; b. When thawing cooked food, we must get ready to eat it; c. When mixing ingredients with cooked food, we should not use hand to contact it; d. We should contact cooked food only with sanitized clean equipment. Generally speaking, cooked food must be protected from contamination. E. Correct use of plastic gloves a. We should use plastic gloves only for the foods which are cooked and ready to eat; b. We should wash hands before and after using gloves; c. The aim of using plastic gloves is to minimize hands contact on cooked food. Exercises (1) How to avoid food danger? (2) What is the safety procedure for eggs? (3) What is the safe handling of cooked food during preparation? (4) How to use plastic gloves correctly? (14) Bacterial spores Some types of bacteria can produce spores e.g. clostridium. These spores are formed when conditions are not suitable for survival and growth. These spores protect the bacteria in a tough case which is extremely difficult to be destroyed by heat, drying or chemicals. As soon as conditions improve, the spore detects this and germinates back to a normal bacterium which can then multiply again. Spores cause particular problems in reheated foods. Major problems are caused to food canners by spores. Another spore former is c. botulinum, which is deadly. It grows especially well in the absence of air inside a can or bottle. Canners take extreme care to ensure that their processes destroy these spores. The safety standard is called botulinum cook. Spores protect the bacteria from: a. High temperature; b. Chemical disinfectant; c. Dehydration If we want to kill spores, we’d better use press cooker to cook for 20 minutes. Note: Spore---a very small seedlike usu. single cell produced by some plants and simple animals and able to develop into a new plant or animal, often after living through bad conditions for a time . (15)Main food poisoning bacteria There are many different bacteria capable of causing illness. The following three are generally recognized as the main ones. A.Salmonella a. It is mainly caused by poultry and eggs; b. It possibly cause abdominal pains, fever, diarrhoea, vomiting and death; c. It is the most common type of food poisoning bacteria (80-90%); d. It comes from all animals, raw meat/poultry, eggs and humans. B.Clostridium a. It is mainly caused by reheated large meat dishes; b. It possibly cause abdominal pain, diarrhoea (usually mild), it is rarely fatal; c. It is the second most common of food poisoning bacteria (5-15%); d. It comes from raw meat, soil, insects, excretion and humans. C.Staphylococcus a. It is mainly caused by poorly handled cooked food---meats, trifle, sandwiches; b. It possibly cause vomiting and abdominal pains; c. It is the third most common type of food poisoning bacteria(1-5%); d. It comes from nose and throat, cuts and sores, boils, raw milk. D. Others which can cause illness are: Bacillus It is caused by reheated rice; Clostridium It is caused by badly canned food, deadly; Botulinum It is caused by badly canned food, deadly. Exercises What are bacteria spores? How to destroy bacteria spores? What are the features of salmonella? What are the three main food poisoning bacteria ? Subject: 6. Contamination Of Food Time of teaching: 4 periods Aims of teaching: (1) Make students to understand how bacteria get into food; (2) Make students to understand the three types of contamination; (3) Make students to understand how to prevent and avoid contamination; (4) Make students to understand the ten main reasons for food poisoning. Focal points: (1) How do bacteria get into food? (2) Identify the three types of contamination; (3) prevention of contamination; (4) The ten main reasons for food poisoning. Methods of teaching: a. Bilingual teaching; b. Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. Process of teaching: (1) Give a few questions to review the last lessons; (2) Read the new words & expressions; (3) Explain the text (give some practical examples to help students understand). We can stop food contamination if we know the ways in which it occurs. Deliberate contamination is rare, accidental contamination is not rare. It is illegal to sell contaminated food. (1) Firstly, where do bacteria come from? They mainly come from: a. people; b. air; c. animals; d. raw foods; e. insects; f. food waste; g. dust and dirt; h. water. (2) How do bacteria get into food? a. Direct contamination This may occur from direct contact with the sources of bacteria, e.g. raw food---cooked food; dirty hand contaminates food directly. b.Indirect cross contamination This may occur from one food to another via surfaces, equipment, cloths, clothing, utensils, etc. e.g. raw food---chopping board---cooked food. This may also occur, and frequently does via hands as the vehicle. e.g. egg---hand---beef. (3) Identify the three types of contamination When we handle food, we must identify the ways in which food can be contaminated during production and service, and identify the methods to prevent biological, chemical and physical contamination. A. Biological contamination It is caused by microorganisms such as bacteria, viruses, etc. The harmful things that can get into foods are microorganisms. B. Chemical contamination It is caused by detergent, disinfectant, pesticide, insecticide, lubricants, air-fresher, etc. This can be avoided by the following ways: a. Label decanted chemicals; b. Discard damaged containers; c. Never reuse food container for chemical storage; d. Store chemicals away from food areas. C. Physical contamination It is caused by physical substances, such as plastic, pen, hair, fly, etc. Physical contamination sometimes called foreign body contamination. Foreign bodies in food almost always result in complaints and possibly prosecution. All of the following have ever been found in food: a. pieces of metal; b. packaging materials; (rubber band ,thin film, etc.) c. insects and animals (or parts of these); d. cigarette ends; e. hair of human and animals; f. jewellery and buttons; g. glass; h. wood splinters; i. mould; j. rust. plus many more. Unless it can be shown that this contamination occurred before receipt of the foods, the seller is legally liable. This brings in the issue of due diligence. Exercises Where do bacteria come from? What are the three types of contamination? Please give some examples. How do bacteria get into food? How to avoid chemical contamination? What is physical contamination? Please give some examples. Prevention of contamination The methods of preventing contamination are as follows: a. Use good quality, warranted suppliers; b. Cover foods; c. Handle foods as little as possible; d. Keep raw and cooked foods separate, particularly meats; e. Keep animals out of food workplaces; f. Good waste disposal; g.Thorough cleaning & disinfection; h. Good personal hygiene and habits; i. Wash all equipment, surface, etc.between uses. j. Use disposable cloths,wipes, etc. k. Separate all clean and dirty processes as far as possible; l. Colour coding。 (5) Avoid cross contamination by cleaning Cleaning equipments such as buckets, cloth, mops, etc. can spread bacteria, we must deal with them carefully. (6) Preventing cross contamination during food and drink service The prevention methods are as follows: a. Hold equipment by the handles when setting tables; b.Take ice with metal wares; c. Don’t touch the ice with hands; d. Dirty plates---wash hands---clean plates. (7) The ten main reasons for food poisoning Food poisoning can be caused by a lot of reasons, the ten main reasons are as follows: a. Food is prepared too far in advance and stored wrongly at warm temperature; b Food is cooled too slowly before refrigeration; c. Food is not reheated properly; d. Cooked food is contaminated by food poisoning bacteria; e Food is undercooked; f. Poultry is thawed incorrectly; g. Caused by cross contamination from raw to cooked food; h. Hot food is kept below 63 degrees Celsius; i Caused by infected food handlers; j. Caused by use of leftover. (8)The food poisoning chain There are three main ways of breaking the food poisoning chain: a. Protecting food from contamination; b. Preventing any bacteria within food from multiplying; c. Destroying these bacteria present within the food. Exercises (1) How to prevent contamination? (2) What are the ten main reasons for food poisoning? How to break the food poisoning chain? (4) How to prevent cross contamination during food and drink service? Subject: 7. Food Preservation 8. Personal Hygiene Time of teaching: 2 periods Aims of teaching: (1) Make students to understand some methods of preserving food; (2) Make students to understand how to keep personal hygiene well. Focal points: (1) The main methods of food preservation; (2) How to keep personal hygiene well. Methods of teaching: a. Bilingual teaching; b. Combine my practical work experiences on the cruise ships, apply a large number of cases to explain. Process of teaching: (1) Give a few questions to review the last lessons; (2) Read the new words & expressions; (3) Explain the text (give some practical examples to help students understand). 7.Food Preservation This is any process which extends the life of a food and ensures its safety. There are many methods used as follows: a. Heating; pasteurization ultra heat treatment b. Drying(dehydration); c. Salt; d. Sugar; e. Other chemicals; f. Cold; refrigeration(chilling) deep freezing g. Vacuum packing and related processes; h. Smoking; i. Irradiation. 8. Personal Hygiene A. People contaminate food Personal hygiene is vital. Also the public expect to see clean, hygienic staff working in food areas, who don’t display inappropriate habits when handling foods. B. Observe the following points: a. Outdoor clothing should be covered unless no open food is handled; b. Lockers should be provided and used; c. Hair should be clean. On open food work, it should be covered; d. Mouth, nose and ears harbour harmful bacteria, so Don’t cough or sneeze over food; Don’t pick at food; Don’t bite your nails; Don’t pick your nose or ears; Don’t spit or smoke ( in food areas); Wash you hands if you need to touch any of these facial areas. e. Keep clean and take a shower or bath daily; cover cuts and sores. (In some foreign countries, people use blue water-proof plaster or bandage, dressing on cuts and sores in order to distinguish from food.) f. Hands are wonderful at spreading bacteria, so we must ①wash them frequently and always: Before work; After using the “Loo”; After handling raw foods; After handling rubbish; After breaks or a smoke; After using chemicals. ②Keep nails clean and not bitten. ③Use separate wash basins for hands. These should be provided. (In galley, a lot of stations are ready for washing hands.) How do bacteria get onto your hands? From toilet; nose; hands of a food handler, etc. According to USPH regulations, wash your hands 20 seconds because time is limited; food employees must keep their hands and exposed portions of their arms clean. g. Avoid wearing jewellery and watches on open food works; h. Wash thoroughly and dry (using hot air-dryers or disposable tissue). i. Clothing should be clean and smart and suitable for the job. C.Report to supervisor any skin or stomach problems. This must then be dealt with by appropriate medical authority. D.It is the responsibility of managers & supervisors to ensure that all staff abide by the relevant parts of the hygiene regulations. (Note: Dirty food handlers will be prosecuted.) Exercises What is food preservation? What are the methods to preserve the food? Please name three dirty habits to avoid when working. When you handle food, how to deal with your cuts and sores? When you handle food, how to deal with skin and stomach problems? What is the responsibility of managers and supervisors about hygiene? Explain where bacteria on your hands come from.. Why do some people use blue plasters?