LAPT
London Academy of Professional Training
Certificate
Level 2-3
Foundation
Travel & Tourism Industry
Certificate in Cruise Guest Services
REF: TT-CMT-F
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Problem Solving and Complaint Handling
Understanding Cruise Guest Dynamics
Identifying Common Guest Concerns and Complaints
Effective Problem-Solving Techniques
Advanced Complaint Handling and Resolution Strategies
2
Customer Feedback and Resolution
Understanding Customer Feedback in Cruise Services
Effective Communication and Listening Skills
Analyzing and Categorizing Feedback
Resolution Strategies and Implementing Feedback
3
Service Operations in Cruise Lines
Understanding Cruise Service Ecosystems
Guest Experience and Service Excellence
Operational Procedures and Protocols
Crisis Management and Resolution Strategies
4
Communication and Interpersonal Skills
Understanding Communication in Cruise Guest Services
Verbal and Non-verbal Communication Techniques
Cultural Sensitivity and Multilingual Communication
Conflict Resolution and Interpersonal Skills
5
Principles of Guest Services
Understanding Cruise Guest Dynamics
Effective Communication Techniques
Cultural Awareness and Inclusivity
Handling Complex Guest Situations
6
Introduction to Cruise Industry
History and Evolution of the Cruise Industry
Types of Cruise Operations and Their Destinations
Cruise Ship Onboard Services and Operations
Key Stakeholders and Regulations in the Cruise Industry
Assessment Breakdown
Passing Mark: 300 / 500 (60%)
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM