CRUISE LINE KNOWLEDGE

Instructor:
Angga
Adipta
1. what do you know about ;
a. Smoking Policy
b. Alcohol Policy
c. Gambling Policy
d. Lost and Found Items Policy
2. What is fire alarm signal/sounds?
What must you do if you hear such the alarm?
3. What is general emergency alarm/sounds?
What must you do if you hear such the alarm?
4. What you do if you see the emergency on the ship?
5. 3 types of sexual harassment, and what must you do if any harrasment happening to you at
your work place
6. How you use the fire extinguisher?
7. Mention about the five way to be a better listener?
8. How to handling the complaint?
9. What is three bucket system ?. explain it.
10. Make a sort dialog of giving direction.
Answer
1. a. is the rule about smoking on board if we can smoke only in smoking area
b. is the rule about drink alcohol on board if we can drink alcohol only under limit.
c. is the rule about gambling on board if we cannot gambling on board
d. is the rule about lost and found item on board if we found item, we should find a
witness and bring that item to the reception/guest service.
2. Fire alarm signal is the alarm/code/signal for giving information to the crew if we have
a fire on board.
Stay calm, and wait for another announcement from the bridge
3. General emergency alarm is the alarm/code/signal for giving information to the guest
and crew if we have an emergency on board
Take a life jacket and go to assembly station
4. Report to the bridge. We must follow the step how to report to the bridge such as:
 Dial the bridge number
Tell the name
Tell to the bridge what we see
Tell to the bridge the location of emergency
Describe the situation
Listen and follow the instruction from the bridge
5. Sexual harassment:
Verbal
Non verbal
Physical
• First, You need to tell the person immedietly by saying,”Please Stop”
• If the person keep continues to bother you,call your supervisor or head
department. However, if you feel uncomfortable to tell your head department, you
can go direct to HR or Captain.
• If there is any hotline number for complaining, you can make a report to that
number, because they will keep your secreet and your identity.
6. PASS
PULL: pull the pin
AIM: aim / hold the nozzle of the base of the fire
SQUEEZE: squeeze the lever slowly
SWEEP: sweep from side to side
7.
• Stop talking
• Avoid distraction (pay attention to the customer not to what’s going on around
you)
• Concentrate on what the customer saying
• Look for the real meaning (try to find out what the customer needs or wants)
• Provide feedback to the sender (talk back to the customer with an appropriate
answer)
8.
• Listen and repeat back the complaints to the customers
• Apologize for the problem
• Acknowledge the customers feeling
 • Explain what action you will take to correct the problem
• Thank the customers for their patient
9. Three bucket system is the system for cleaning of utensil, equipment and workplace
areas using the 3 bucket. 3 bucket are
• Red bucket : red bucket is use for cleaning process it will contain water,soap and
rug. It use for remove the dirt or dust from your working area.
• grey/blue bucket : use for rinsing process, it will contain clean warm water and
rug for removing the soap remain after cleaning/washing process.
• White bucket : white bucket is for sanitizing process,it will contain solution of
bleach or chlorine. It will be 100-150 PPM of chlorine,water and white rug.it will
use for wiping your area after washing and rinsing process to kill the bacterias
and viruses on your work area.
10. Kerjakan sendiri….. hehehe