ICS号：03.220.40 中国标准文献分类号：A00 团 体 标 准 T/CSCA120024－2019 2019-08-22发布 2019-08-26实施 上海市认证协会发布“上海品牌”评价认证依据：国际邮轮港游客服务规范 "ShanghaiBrand"CertificationCriteria：ServiceRegulationsOf PassengerAtInternationalCruiseTerminal 全国团体标准信息平台 全国团体标准信息平台 T/CSCA120024－2019 I目次 前言.................................................................................................................................................................II 1范围...................................................................................................................................................................1 2规范性引用文件...............................................................................................................................................1 3术语和定义.......................................................................................................................................................1 4服务要求...........................................................................................................................................................2 4.1总则...........................................................................................................................................................2 4.2导乘服务...................................................................................................................................................2 4.3候（离）船服务.......................................................................................................................................3 4.4行李服务...................................................................................................................................................5 4.5办票服务...................................................................................................................................................5 4.6安检服务...................................................................................................................................................5 4.7交通服务...................................................................................................................................................6 4.8特殊游客服务...........................................................................................................................................7 4.9医疗急救服务...........................................................................................................................................7 4.10服务环境.................................................................................................................................................7 4.11服务人员.................................................................................................................................................7 5管理要求...........................................................................................................................................................8 5.1港口安保管理...........................................................................................................................................8 5.2服务质量管理...........................................................................................................................................8 5.3职业化培育规划.......................................................................................................................................8 5.4设备设施管理...........................................................................................................................................9 5.5游客服务策划...........................................................................................................................................9 5.6游客关系管理...........................................................................................................................................9 5.7游客投诉处理...........................................................................................................................................9 5.8职业健康安全管理.................