Steps of flight attendant reception etiquette

The steps of flight attendant reception etiquette, the flight attendant industry requires high etiquette for staff, because flight attendants deal with people who fly every day, so they need to pay attention to their etiquette at all times. Next, I'll introduce you to the steps of stewardess reception etiquette.

Flight attendant reception etiquette steps 1

First, the nature of service.

Service is essentially a kind of interpersonal relationship, which consists of three elements: server, client and service environment. Among them, the server is the most active and positive factor affecting the service quality, and its ability and quality play a decisive role in the service level.

Service providers with good quality and ability can create a pleasant atmosphere in the service process and make the relationship among the three elements of service harmonious and unified. This harmonious and unified beauty is quality service.

Flight attendant etiquette requires that to be an excellent flight attendant, you need to have five excellent personal qualities: responsibility, love, tolerance, compassion and patience. These five qualities are mainly reflected in: professional quality, appearance, manners, behavior etiquette and so on.

Second, the professional quality required by flight attendant service etiquette

1, strong affinity

Step 2 greet comfortably

3. Elegant instrument

4. Appropriate language

Step 5 be sincere

Third, the elegant movements and manners required by flight attendant etiquette.

1, flight attendants should pay attention to and maintain a good professional image.

2. Standard service attitude and behavior of flight attendants.

3. Reception etiquette related to flight attendants

4. The principle of flight attendant service application

Four, the appearance required by the flight attendant service etiquette

1, basic requirements of flight attendant gfd

Dress uniformly and neatly, wear service marks, and do not wear slippers or spikes.

Service personnel do not cover their eyes with long hair, and do not wear shawls at the back.

Stand up straight and dignified, and don't cross your legs.

2. Covering the appearance of flight attendants

Dedicated, diligent, happy, energetic and polite.

Smile service, sincere, warm and thoughtful attitude.

Correct mistakes in work in time and apologize in person.

Explain the problem politely.

Think about what customers think, worry about what customers are anxious about, and do what customers need.

3. Flight attendants are required to wear light clothes, no heavy makeup and no jewelry.

Intrinsic beauty required by flight attendant etiquette

1, learn to control bad words and deeds and emotional tone, with moderate volume and standard Mandarin.

2. Language should be polite, and polite expressions such as "Hello", "Please use", "Please", "Thank you", "Sorry" and "Never mind" should be used in due course.

3. Take the initiative to greet customers, don't be careless, don't swear, and don't speak loudly.

4. Shaping the image of individuals and teams with "health"

Vi. Service Etiquette "Flight Attendant Service Etiquette Specification"

1, flight attendants need to be careful, pay attention to observing the time, find out the needs of others, and give help in time.

2. Learn to observe and identify the customer's psychology from the customer's expressions and words.

3. Good at communication. Treat different people in different languages and ways, and let passengers accept your help.

4. Flight attendants need to have special rules on their behavior and be familiar with common service actions.

5, always strengthen the ability to cope with, improve the ability to persuade and solve service contradictions.

6, special passenger services-the elderly, patients, patients with infectious diseases, children, first-time passengers, civil aviation internal passengers, pregnant women.

7. Enrich your adaptability in practice and master the handling methods of common problems.

8. Handle complaints correctly with humble service attitude.

Seven, flight attendant service etiquette behavior etiquette

1, etiquette in Lu Yu

2. Etiquette, courtesy and dress in the office.

The stewardess is in the restaurant

4. Take a ride in the hotel

Step 5 serve in the engine room

6, answering the phone etiquette

7. Traffic etiquette and courtesy

Common sense of flight attendant service etiquette

1, important country name, original intention, national flag, capital, national anthem

2. Important religious folklore

3. Important currencies

4. Important festivals

The service etiquette of waiters is mainly reflected in the etiquette in daily life. As long as you are on the plane, you represent the whole company. It is good for you to always pay attention to whether your service etiquette is in place.

The second step of flight attendant reception etiquette

Positive and correct service attitude

Active service refers to providing services before passengers speak, which means that flight attendants have strong emotional input, carefully observe passengers' needs and provide personalized services for passengers.

Enthusiastic service refers to the heartfelt enthusiasm of service personnel to provide good service for passengers, so as to be full of energy, quick action and full of spring breeze.

Thoughtful service is meticulous in service content and projects, convenient for passengers everywhere, and doing everything possible to solve problems for passengers.

The principle of passenger priority.

Adhering to the principle of "people-oriented, guests first" has become the common sense of the service industry. Passengers pay for enjoyment and respect. If they feel the snub and rudeness of the flight attendants, they will feel that they are paying for it. Flight attendants should establish a strong sense of service, follow the principle of "passengers are always right" and properly handle various service matters. Even if you meet some unreasonable passengers, you should give them "rights", give them reasons, make them feel respected and "turn their enemies into friends"

Pay attention to the cultivation of quality

Although highly educated talents with bachelor degree or above have strong adaptability, they are not stable and will soon change jobs. Considering the stability, domestic airlines prefer secondary vocational and higher vocational graduates. They are more in line with modern service quality requirements. Among them, higher vocational graduates have more advantages than secondary vocational graduates in English ability, service awareness and problem-solving maturity. After joining the company, although the starting point is the same, there are more opportunities for promotion in the future. The development speed is also relatively fast. The diversified development of school training and civil aviation industry has also provided a strong impetus for the rapid expansion of the education market. The talent training mode has also broken the traditional pattern of "monopoly" of civil aviation-oriented colleges, and many higher vocational and secondary vocational colleges have opened civil aviation-related majors. Therefore, the current situation requires us to set up this major and train flight attendants with high quality, high ability and strong language ability to meet the needs of the current job market and the expanding development of civil aviation in China.

exterior

1. Hairstyle: When a stewardess wears a uniform, her hair should be neat and beautiful, generous and natural, neat and well-groomed. Hairstyles are mainly based on the standard hairstyles stipulated by the crew business, leaving no weird hairstyles.

2. Make-up: The stewardess must put on her work makeup and make-up when on duty, keep a good mental outlook, and keep her hands and nails neatly trimmed. Don't use lipstick with unhealthy colors and bright colors, don't wear oversized accessories and fashion watches, and don't touch up makeup and embellishment in front of passengers.

3. Uniforms: When on duty, flight attendants of the same flight crew can dress according to the season of the flight, weather changes and personal physical quality, and flight attendants all wear skirts; When welcoming guests in cold areas, flight attendants can wear vests and coats. Leather shoes should be kept bright and intact, and single leather shoes should be worn in the air. Flat shoes can only be worn when serving in the air. Buttons must be buttoned when wearing uniforms, and flight attendants are not allowed to wear belts, scarves and gloves when wearing coats and trench coats. The boarding pass is worn on the chest of uniforms, windbreakers and coats and taken off after boarding; The service label is attached to the upper right side of the uniform and the upper left side of the shirt and apron.

Basic etiquette knowledge of flight attendants

1. helps to improve the personal quality of flight attendants;

2. Help to respect passengers;

3. It is helpful to improve the service quality and service level of airlines;

4. It helps to shape the overall image of airlines;

5. It is helpful to improve the economic and social benefits of enterprises.

Flight attendant etiquette

Introduction to flight attendant flight attendant refers to the service personnel who are engaged in serving passengers on an aviation plane. Also known as "flight attendants". Flight attendants include male flight attendants and female flight attendants; Flight attendants refer to unmarried female flight attendants, and married female flight attendants are called empty wives. Air hostesses are usually divided into three types: 1, full-time flight attendants, and epaulettes are generally bars; 2. The flight attendant is a part-time security officer, and the epaulettes are generally two bars; 3, full-time air safety officer, epaulettes are generally two bars.

1. Flight attendant's instrument

Refers to people's appearance, posture, clothing and personal hygiene. It is the manifestation of the spirit of the flight attendant.

The most basic requirement for a man's face is to form a good habit of shaving every day.

Requirements for a lady's face:

The makeup of flight attendants should be elegant, fresh and natural when performing flight tasks.

The stewardess should pay attention to hygiene problems when decorating the face, and carefully maintain the health of the face to prevent the face from being uneven or covered with acne due to personal carelessness.

Pay attention to local facial modification, keep eyebrows, eyes, ears and nose clean, and don't blow your nose or dig your ears in public.

Pay attention to oral hygiene, insist on brushing and washing teeth, and don't eat flavored food the day before boarding.

Pay attention to the beautification of hands. Hands and nails should always be kept clean. It is necessary to form a good habit of washing hands frequently, especially after going to the toilet on the plane. Always rub moisturizing cream on your hands to keep them soft. It is necessary to form a good habit of cutting your nails frequently. Don't leave your nails too long, it will give passengers an unhygienic feeling.

put on

The stewardess must pay attention to her personal dress, which is related to her personal image and the image of the airline. Therefore, flight attendants must abide by the airline's clothing regulations on the plane and dress according to the regulations during flight. The stewardess should keep clean and tidy when wearing overalls. Work clothes should be ironed every time before boarding the plane. Work clothes are not allowed to be wrinkled, torn, dirty, dirty or smelly. Clean and tidy clothes will give passengers a fresh and comfortable feeling.

4. Professional ethics

First of all, you should love your job. My love for flight attendants is not temporary. When my ideal flight attendant life is broken by the hard work in reality, I can continue to be positive, enthusiastic, considerate and polite, conscientious and diligent.

Have a strong service concept and service consciousness. In the fierce market competition, service quality determines whether an enterprise can survive, and the core of market competition is actually service competition. Civil aviation enterprises are most concerned about passengers and cargo owners. If they want to win passengers in the market competition, they must improve their service awareness and service concept.

Have the spirit of hard work. In people's eyes, flight attendants are an enviable air flight profession, but in actual work, they suffer unexpected hardships, such as the time difference between long-distance flights and domestic flights, and the difficulties and special circumstances encountered in their work will happen at any time. Without the spirit of hard work, they can't stand the pressure of work and can't do a good job in service.

A warm and cheerful personality. The job of a flight attendant is to deal with people directly. She contacts thousands of passengers on the plane every day and needs to communicate with them at any time. Without a cheerful personality, she is not qualified for the job.

Study hard on business knowledge. As a flight attendant, she not only serves tea and delivers water on the plane, but also needs to master a lot of knowledge. For example, our flight today is to the United States. Our flight attendants must first master the national profile, human geography, political economy, countries, cities, rivers, mountains and rivers, places of interest and historic interest of Beijing and the United States. It is also necessary to master aircraft equipment, emergency handling, on-board service procedures and service skills. It can be said that flight attendants should know about astronomy and geography, master various service skills and service concepts, and have not only beautiful external beauty, but also rich internal beauty.

Learn to speak. Language itself represents everyone's attributes, and a person's growing environment will affect everyone's speaking habits. As a stewardess, you should learn the art of speaking. Different service languages often produce different service results. A stewardess should master different speaking skills, such as speaking skills to elderly passengers, speaking skills to children passengers, speaking skills to special passengers and speaking skills to angry passengers. First, aviation etiquette.

5. Aviation service etiquette

It is a code of conduct, which refers to the code of conduct that flight attendants should abide by in the service work on the plane. Specifically, it refers to all the service links of flight attendants in the cabin, from welcoming passengers and communicating with them to providing meals and drinks during the flight to providing special services for special passengers.

The way you talk. Whether as a speaker or an audience, you should keep full of energy, natural and generous expression and pleasant face when you speak. You should look at each other with gentle eyes.

Choice of topics. First of all, we should choose the topics that the other party is interested in, such as aviation-related topics, how high the plane flies, the route landmarks that our flight flies over, and the problems that should be paid attention to during the flight.

The speaker's performance. When talking with passengers, flight attendants should be accurate in language expression, complete in meaning, soft in voice, friendly in tone and moderate in speech speed. At the same time, we should take care of passengers' emotions and moods. Don't chatter on your own, but also give passengers a chance to talk and communicate with each other.

Be a patient listener. When talking with passengers, you should pay attention to patiently listening to the passengers' speeches and make positive responses to the conversation to show sincerity, such as nodding, smiling or simply repeating the passengers' conversation. At the same time, proper praise is also essential, which can make the conversation more relaxed and friendly.

The main principles of flight attendant etiquette

1) Language communication should be aimed at the reality of passengers.

Flight attendants should be good at reading and listening, have good listening ability, be able to quickly judge the passengers' situation, psychology and service needs, try to stand in the passengers' perspective and try to understand the passengers' words or words.

It is also inappropriate to answer or serve without looking at the object or occasion. Flight attendants are passengers from different countries, different regions, different cultural levels, different occupations, different ages, different status, different customs and different religious beliefs, so they have different particularities and must be treated differently.

To master a variety of language expressions, be good at using polite language and silent language, and avoid being dull, boring and mechanical.

Euphemistic expression of negative words

When you refuse passengers because of work needs or conditions, it will be blunt to use negative words directly, which will make passengers unhappy. Therefore, even when you need to say "no" to passengers, you should try to use euphemistic expressions. For example, "please don't smoke" is changed to "sorry, smoking is not allowed here" or "sorry, can you turn off the air conditioner? This passenger has a slight fever. " The two passengers want to sit together. Can you switch with them? Sorry, sir, you'd better not use your mobile phone in the cabin! Let me help you fasten your seat belt! When the plane reaches normal altitude, will you use the computer? "and so on.

The service language should be concise, popular and friendly.

Due to the characteristics of flight attendant work and time constraints, flight attendant service terms are concise, clear, popular and cordial. Welcome to this flight! Good morning, your seat is in the middle of the plane. "and so on.

Language should be consistent with expressions and actions.

You can experience it for yourself. If people only speak without expression or action and only have an imperative tone, it will make the listener very unhappy. Therefore, when serving passengers, flight attendants should try to make themselves speak with appropriate expressions and actions, and keep consistent. Although it can be very troublesome sometimes, since you are still working, you should go all out, otherwise it would be a pity to be thankless!

Learn to master the language of cabin service

Pay attention to avoid using service taboos.