San José State University
Department of Hospitality, Tourism & Event Management
HSPM 161, Cruise Operations & Management, Fall, 2015
Course and Contact Information
Instructor:
Efraim Wyeth
Office Location:
TBD
Telephone:
310-433-1283
Email:
efraim.wyeth@sjsu.edu
Office Hours:
Thu 3:00PM-5:30PM (by appointment)
Class Days/Time:
TuThu 1:30PM-2:45PM
Classroom:
Health Building, #407
Prerequisites:
HSPM 1, 65, 11, 102
Faculty Web Page and MYSJSU Messaging
Course materials such as syllabus, handouts, notes, assignment instructions, etc. can be found on my faculty
web page at http://www.sjsu.edu/people/efraim.wyeth and/or on the Canvas learning management system
course website. You are responsible for regularly checking with the messaging system through MySJSU (or
other communication system as indicated by the instructor) to learn of any updates.
Course Description
This course provides an overview of the fascinating cruise industry, including the current and projected
economic significance of the growing global cruise market. The course will further examine the history and
geography of the industry, itinerary design, the anatomy of a cruise ship, policies and procedures in operations,
sales & marketing, passenger services, and event planning & management.
The cruise industry has an enormous impact on global and local economies. The cruise industry’s total
economic benefit to the U.S. economy was $35.1 billion in 2009. The cruise industry generated nearly 314,000
American jobs, and direct spending by cruise lines and passengers on U.S. goods and services exceeded $17
billion. And the cruise industry is the fastest growing segment of the travel industry – achieving more than
2,100 percent growth since 1970, all according to Cruise Line International Association (CLIA). CLIA also
estimated that more than 21 million passengers sailed in 2014. The cruise industry will continue to grow and
will provide tremendous job opportunities for hospitality management students.
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Learning Outcomes
Course Learning Outcomes (CLO)
Upon successful completion of this course, students will be able to:
CLO 1 Describe the history of, the current and projected economic significance of, and maritime issues and
legislation pertaining to the global cruise industry;
CLO 2 Identify the world’s top cruise lines and describe their routes, market positioning, target market(s), and
products.
CLO 3 Compare the various distribution channels cruise lines use to market and sell their products;
CLO 4 Describe the anatomy of a cruise ship, its facilities and their functions;
CLO 5 Describe the policies and procedures involved in the management of operations of a cruise ship and the
hotel and food operations thereon, including safety, environment and health;
CLO 6 Explain the roles and responsibilities of cruise line staff, and the importance of staff training for cruise
operations;
CLO 7 Describe a broad range of customer services available on board a cruise ship, and their impact on
customer satisfaction, the environment, and the bottom line;
CLO 8 Apply the knowledge learned in this course to design a cruise itinerary.
Required Texts/Readings
Textbook
Gibson, P. (2012). Cruise Operations Management: Hospitality Perspectives, 2nd ed. New York, NY: Routledge.
ISBN: 978-0415699532.
Other Readings
In addition to the textbook, students are required to read 5 case studies from Harvard Business School (HBS)
Publishing. The “coursepack” costs just under $20 and may be accessed by going to the following URL and
registering according to the instructions there.
http://cb.hbsp.harvard.edu/cbmp/access/38552433
Library Liaison:
Christina Mune
Dr. Martin Luther King, Jr. Library
San Jose State University
Phone: 408-808-2046
Email: Christina.Mune@sjsu.edu, Website: http://library.sjsu.edu/
Helpful electronic resource: http://libguides.sjsu.edu/hospitality.
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Course Requirements and Assignments
SJSU classes are designed such that, in order to be successful, it is expected that students will spend a minimum
of forty-five hours for each unit of credit (normally three hours per unit per week), including preparing for class,
participating in course activities, completing assignments, and so on. More details about student workload can
be found in University Policy S12-3 at http://www.sjsu.edu/senate/docs/S12-3.pdf.
Assignment
Quizzes
Case Studies
Group Projects
Mid-term examination
Final examination
Total
Percent
20%
20%
20%
20%
20%
100%
CLOs
All CLOs
All CLOs
1, 2, 4, 5, 6, 8
1, 2, 3, 8
4, 5, 6, 7,
Quizzes
There will be twenty (20) brief quizzes administered over the course of the semester. Each quiz is worth
one percent (1%) of the semester course grade. Quizzes will be administered during the first 10 minutes
of class, so please be on time. No opportunity to make up quizzes will be provided (unless proper notice
is given according to the section below titled Accommodation of Students’ Religious Holidays), however
mid-term and final exams will include opportunities for “extra credit” equal to 4 percentage points (4%).
Case Studies
Students are required to read five case studies, and to prepare to discuss the contents of each case in
class. Students will be expected to engage in a variety of classroom activities (as individuals and in
teams) pertaining to each case. Students will be graded on their preparation of and participation in these
activities. Each case study is worth up to 4%, for a total of 20% of the semester course grade. No
opportunity to make up case study participation will be provided.
Group Projects
Students (in groups) will conduct four brief research projects on the topics of Cruise Line Brand
Strategy, Geography & Itineraries, Ship Features & Facilities, and Operational Roles &
Responsibilities and present their findings in presentations to the rest of the class. Each project will be
worth 5% for a total of 20% of the semester course grade.
Mid-Term and Final Examination
The format may be true/false, multiple choice, short answer, or problems. The instructor will not
administer make-up examinations unless there is an acceptable excuse. If you know that you will not be
able to take an exam during its scheduled time, please inform the instructor and make appropriate
arrangements. Each exam will be worth 20% of the semester course grade. The exams will include extra
credit questions that can add up to 4% to the semester course grade.
NOTE that University policy F69-24 at http://www.sjsu.edu/senate/docs/F69-24.pdf states that “Students should
attend all meetings of their classes, not only because they are responsible for material discussed therein, but
Cruise Operations & Management, HTEM 161, Fall, 2015
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because active participation is frequently essential to insure maximum benefit for all members of the class.
Attendance per se shall not be used as a criterion for grading.”
Grading Policy
Course Grading
A+ = 100-97%
A = 96-93%
B+ = 89-87%
B = 86-83%
C+ = 79-77%
C = 76-73%
D+ = 69-67%
D = 66-63%
F = 59-0% Unsatisfactory
A minus = 92-90%
B minus = 82-80%
C minus = 72-70%
D minus = 62-60%
Students are strongly encouraged to take courses to satisfy GE Areas R, S, and V from departments other than
their major department. Passage of the Writing Skills Test (WST) or ENGL/LLD 100A with a C or better (C‐
not accepted), and completion of Core General Education are prerequisite to all SJSU Studies courses.
Completion of, or co--‐ registration in, 100W is strongly recommended. A minimum aggregate GPA of 2.0 in
GE Areas R, S, & V shall be required of all students.” See University Policy S14-5 at
http://www.sjsu.edu/senate/docs/S14-5.pdf.
Note that “All students have the right, within a reasonable time, to know their academic scores, to review their
grade-dependent work, and to be provided with explanations for the determination of their course grades.” See
University Policy F13-1 at http://www.sjsu.edu/senate/docs/F13-1.pdf for more details.
Classroom Protocol
Participation in this course is expected. To receive maximum benefit from this course, you are expected to
attend all classes, come prepared, and actively participate in the discussion. Late arrival and early departure in
class are marks of disrespect, unprofessionalism, and interrupt class. Please be on time.
Mobile devices, such as cell phones, tablets and laptops may be used in the classroom for class purposes only.
The instructor may require that devices be turned off during certain periods.
University Policies
General Expectations, Rights and Responsibilities of the Student
As members of the academic community, students accept both the rights and responsibilities incumbent upon all
members of the institution. Students are encouraged to familiarize themselves with SJSU’s policies and
practices pertaining to the procedures to follow if and when questions or concerns about a class arises. See
University Policy S90–5 at http://www.sjsu.edu/senate/docs/S90-5.pdf. More detailed information on a variety
of related topics is available in the SJSU catalog, at http://info.sjsu.edu/web-dbgen/narr/catalog/rec12234.12506.html. In general, it is recommended that students begin by seeking clarification or discussing
concerns with their instructor. If such conversation is not possible, or if it does not serve to address the issue, it
is recommended that the student contact the Department Chair as a next step.
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Dropping and Adding
Students are responsible for understanding the policies and procedures about add/drop, grade forgiveness, etc.
Refer to the current semester’s Catalog Policies section at http://info.sjsu.edu/static/catalog/policies.html.
Add/drop deadlines can be found on the current academic year calendars document on the Academic Calendars
webpage at http://www.sjsu.edu/provost/services/academic_calendars/. The Late Drop Policy is available at
http://www.sjsu.edu/aars/policies/latedrops/policy/. Students should be aware of the current deadlines and
penalties for dropping classes.
Information about the latest changes and news is available at the Advising Hub at http://www.sjsu.edu/advising/.
Consent for Recording of Class and Public Sharing of Instructor Material
University Policy S12-7, http://www.sjsu.edu/senate/docs/S12-7.pdf, requires students to obtain instructor’s
permission to record the course and the following items to be included in the syllabus:


“Common courtesy and professional behavior dictate that you notify someone when you are recording
him/her. You must obtain the instructor’s permission to make audio or video recordings in this class.
Such permission allows the recordings to be used for your private, study purposes only. The recordings
are the intellectual property of the instructor; you have not been given any rights to reproduce or
distribute the material.”
o It is suggested that the greensheet include the instructor’s process for granting permission,
whether in writing or orally and whether for the whole semester or on a class by class basis.
o In classes where active participation of students or guests may be on the recording, permission of
those students or guests should be obtained as well.
“Course material developed by the instructor is the intellectual property of the instructor and cannot be
shared publicly without his/her approval. You may not publicly share or upload instructor generated
material for this course such as exam questions, lecture notes, or homework solutions without instructor
consent.”
Academic integrity
Your commitment, as a student, to learning is evidenced by your enrollment at San Jose State University. The
University Academic Integrity Policy S07-2 at http://www.sjsu.edu/senate/docs/S07-2.pdf requires you to be
honest in all your academic course work. Faculty members are required to report all infractions to the office of
Student Conduct and Ethical Development. The Student Conduct and Ethical Development website is available
at http://www.sjsu.edu/studentconduct/.
Campus Policy in Compliance with the American Disabilities Act
If you need course adaptations or accommodations because of a disability, or if you need to make special
arrangements in case the building must be evacuated, please make an appointment with me as soon as possible,
or see me during office hours. Presidential Directive 97-03 at
http://www.sjsu.edu/president/docs/directives/PD_1997-03.pdf requires that students with disabilities
requesting accommodations must register with the Accessible Education Center (AEC) at
http://www.sjsu.edu/aec to establish a record of their disability.
Accommodation to Students' Religious Holidays
San José State University shall provide accommodation on any graded class work or activities for students
wishing to observe religious holidays when such observances require students to be absent from class. It is the
responsibility of the student to inform the instructor, in writing, about such holidays before the add deadline at
Cruise Operations & Management, HTEM 161, Fall, 2015
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the start of each semester. If such holidays occur before the add deadline, the student must notify the instructor,
in writing, at least three days before the date that he/she will be absent. It is the responsibility of the instructor to
make every reasonable effort to honor the student request without penalty, and of the student to make up the
work missed. See University Policy S14-7 at http://www.sjsu.edu/senate/docs/S14-7.pdf.
Student Technology Resources
Computer labs for student use are available in the Academic Success Center at http://www.sjsu.edu/at/asc/
located on the 1st floor of Clark Hall and in the Associated Students Lab on the 2nd floor of the Student Union.
Additional computer labs may be available in your department/college. Computers are also available in the
Martin Luther King Library. A wide variety of audio-visual equipment is available for student checkout from
Media Services located in IRC 112. These items include DV and HD digital camcorders; digital still cameras;
video, slide and overhead projectors; DVD, CD, and audiotape players; sound systems, wireless microphones,
projection screens and monitors.
SJSU Peer Connections
Peer Connections, a campus-wide resource for mentoring and tutoring, strives to inspire students to develop
their potential as independent learners while they learn to successfully navigate through their university
experience. You are encouraged to take advantage of their services which include course-content based tutoring,
enhanced study and time management skills, more effective critical thinking strategies, decision making and
problem-solving abilities, and campus resource referrals.
In addition to offering small group, individual, and drop-in tutoring for a number of undergraduate courses,
consultation with mentors is available on a drop-in or by appointment basis. Workshops are offered on a wide
variety of topics including preparing for the Writing Skills Test (WST), improving your learning and memory,
alleviating procrastination, surviving your first semester at SJSU, and other related topics. A computer lab and
study space are also available for student use in Room 600 of Student Services Center (SSC).
Peer Connections is located in three locations: SSC, Room 600 (10th Street Garage on the corner of 10th and
San Fernando Street), at the 1st floor entrance of Clark Hall, and in the Living Learning Center (LLC) in
Campus Village Housing Building B. Visit Peer Connections website at http://peerconnections.sjsu.edu for
more information.
SJSU Writing Center
The SJSU Writing Center is located in Clark Hall, Suite 126. All Writing Specialists have gone through a
rigorous hiring process, and they are well trained to assist all students at all levels within all disciplines to
become better writers. In addition to one-on-one tutoring services, the Writing Center also offers workshops
every semester on a variety of writing topics. To make an appointment or to refer to the numerous online
resources offered through the Writing Center, visit the Writing Center website at
http://www.sjsu.edu/writingcenter. For additional resources and updated information, follow the Writing Center
on Twitter and become a fan of the SJSU Writing Center on Facebook. (Note: You need to have a QR Reader to
scan this code.)
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SJSU Counseling Services
The SJSU Counseling Services is located on the corner of 7th Street and San Fernando Street, in Room 201,
Administration Building. Professional psychologists, social workers, and counselors are available to provide
consultations on issues of student mental health, campus climate or psychological and academic issues on an
individual, couple, or group basis. To schedule an appointment or learn more information, visit Counseling
Services website at http://www.sjsu.edu/counseling.
Cruise Operations & Management, HTEM 161, Fall, 2015
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HTEM 161, Cruise Operations & Management, Fall 2015
Course Schedule
Week
Date
1
18-Aug
1
20-Aug
2
25-Aug
2
27-Aug
3
1-Sep
3
3-Sep
4
8-Sep
4
10-Sep
5
In Class
Readings & Assignments Due
No Class
Course Introduction
Contemporary Cruise Operations
Quiz 1
Case 1: Celebrity Cruises: A Taste of
Luxury
Ch. 1 - Contemporary Cruise
Operations
HBS Case 1: Celebrity Cruises
Selling Cruises & Cruise Products Part 1
Quiz 2
Project 1 Group Research ("Cruise Lines")
Ch. 2 - Selling Cruises & Cruise
Products
Maritime Issues & Legislation
Quiz 3
Project 1 Presentations ("Cruise Lines")
Ch. 3 - Maritime Issues &
Legislation
Complete Group Project 1
15-Sep
Cruise Geography Part 1
Quiz 4
Ch. 4 - Cruise Geography
5
17-Sep
6
22-Sep
Cruise Geography Part 2
Quiz 5
Planning & Itinerary
6
24-Sep
7
29-Sep
7
1-Oct
Working Onboard
Quiz 8
Ch. 6 - Working Onboard
8
6-Oct
Project 2 Presentations ("Routes")
Complete Group Project 2
8
8-Oct
Ch. 7 - Customer Services
9
13-Oct
Customer Services Part 1 / Midterm
Review
Quiz 9
Midterm
9
15-Oct
10
20-Oct
10
22-Oct
11
27-Oct
Project 2 Group Research ("Routes")
Quiz 6
Case 2: Carnival Cruise Lines
Quiz 7
Guest Lecturer
Quiz 10
Managing Food & Beverage Operations
Quiz 11
Project 3 Group Research ("The Ship")
Managing Facilities
Quiz 12
Ch. 5 - Planning & Itinerary
HBS Case 2: Carnival Cruise Lines
Ch. 8 - Managing Food &
Beverage Operations
Ch. 9 - Managing Facilities
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Week
Date
In Class
Readings & Assignments Due
11
29-Oct
12
3-Nov
12
5-Nov
Project 3 Presentations ("The Ship")
Complete Group Project 3
13
10-Nov
HBS Case 4: Royal Caribbean
13
12-Nov
14
17-Nov
14
19-Nov
15
24-Nov
15
26-Nov
Case 4: Royal Caribbean: Safety,
Environment & Health
Quiz 15
Training & Learning Onboard
Quiz 16
Managing Integrated Operations
Quiz 17
Case 5: Cunard Line: Managing Integrated
Marketing Comm
Quiz 18
Project 4 Group Research ("Roles &
Responsibilities")
No Class / Thanksgiving
16
1-Dec
16
3-Dec
Reading assignment to be
announced in prior class.
Complete Group Project 4
17
8-Dec
Ethics - Environmental Impact
Quiz 19
Project 4 Presentations ("Roles &
Responsibilities")
Final Lecture / Final Exam Review
Quiz 20
Final
Exam
11-Dec
9:45AM-12PM
Location To Be Announced in
Class
Case 3: Oasis of the Seas: the Largest
Cruise Liner in the World
Quiz 13
Health, Safety & Security
Quiz 14
Ch. 10 - Health, Safety & Security
Ch. 11 - Training & Learning
Onboard
Ch. 12 - Managing Integrated
Operations Part 1
HBS Case 5: Cunard Line
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