ABSTRACT
This chapter examines staffing and personnel organisational structures and the concomitant roles and responsibilities on board cruise ships. The role of the guest services manager (formerly known as the purser) is considered and the hotel services department described to enable the reader to understand the lines of authority and the criticality of human resource relationships on board. Crewing is a complex issue for cruise operators and particular attention is given to the mechanisms that exist to support the management of hotel services crew, the sourcing of skilled, semi-skilled and unskilled labour for the hotel services department, and staff development. A number of organisations exist to provide assistance and support to international crews, often in defence of the crew members’ basic employment needs. These are identified, together with a discussion relating to this sensitive employment issue.
