Summary of personal work at the airport 1
Time flies, and I have been working for a year in a blink of an eye. As the terminal of many domestic civil aviation airports, I have a high market reputation. Years of management experience has formed its own management style, and it is difficult to make a breakthrough in service management and training. Since I took office, according to the actual situation of the airport terminal, I have put forward the management goal and slogan of "building an excellent service team", aiming at improving the overall service level and establishing a good industry image. This year's work will be summarized and reported, and the work plan for 20-20 10 will be briefly summarized.
1, write operation procedures to improve service quality.
According to the actual operation situation of various departments in the airport terminal, the Operating Rules for Airport Terminal Service, the Operating Rules for Cleaning and Cleaning of Airport Terminal and the General Operating Rules for Restaurant Service were compiled. Unify the service standards of all departments, establish the standards and basis for training, inspection, supervision and assessment of all departments, and standardize the service operation of employees. At the same time, according to the service requirements, the VIP room service reception process has been compiled, and detailed regulations have been made from the aspects of customer reception, language requirements, hygiene standards, article preparation, environmental layout, energy saving, etc., which has promoted the service quality of the terminal building.
On the basis of standardizing the operation process, we completed the task according to the plan at the beginning of the year, without any complaints about work quality and safety accidents, and overcame many difficulties. We have built plain cities and sanitary cities all over the country, and made great contributions to the creation of Kunming Airport through our efforts. It has been rated as an advanced unit and an honest unit of Yunnan Airport Group for many times, and reported the advanced deeds of employees in the National Civil Aviation News.
2. Strengthen the supervision and management of walking site.
Personnel training, on-site supervision and patrol management are important forms of terminal management. I insist on allocating management time according to the "February 28th" principle during the shift change (80% of the time is spent managing the site and 20% of the time is spent making management summary), and directly participate in on-site service, promptly correct and prompt the problems appearing on the site, record typical problems, report to the heads of various departments, analyze the root causes of the problems, make training plans and plug management loopholes.
3. Convene special service meetings regularly to discuss the problems existing in the service.
Good service quality is the core to improve the competitiveness and overall image of the terminal. In order to ensure the service quality, improve the service management level and customer satisfaction, the last day of each month is designated as the service quality seminar day, which is attended by the restaurant managers of level 4-5, to analyze the service status of each region in that month, review the service quality, share management experience, analyze typical cases, find out the root causes of problems and explore management methods. At the seminar, all regions and departments learned from each other, and the participants actively participated, expressed their opinions, dared to face problems and take responsibility, thus avoiding the recurrence of the same service quality problems in the management process. This discussion form provides a platform for dock managers to communicate and exchange management experience, and plays a positive role in ensuring and improving service quality.
4. Establish a typical case collection system in the terminal to reduce the probability of customer complaints.
This year, the terminal implements a typical service case collection system to collect customers' complaints about service quality and product quality as an important basis for improving management and evaluating the management level of managers in various departments. Managers analyze and summarize the collected cases, and propose solutions to the problems, so as to make management more targeted and reduce the probability of customer complaints.
5, to carry out staff training at all levels, improve the overall quality of employees.
Due to the particularity of the industry, it has always been very difficult for us to find employment. In addition, in recent years, the whole country has encountered a labor shortage. Over the past year, we have done a good job in employee training, new employees' entry, and strictly controlled various procedures, especially employees' health, service requirements, skills training and etiquette. The retraining of on-the-job employees has further improved the service level of on-the-job employees and the training of grass-roots managers, and organized many large-scale trainings for all employees, with the theme of "gratitude" to cultivate employees' working feelings of loving the collective, the team and the enterprise. This year, * * * conducted a training, including service skills training, induction training for newcomers and special training. The training of these courses has played a positive role in expanding the management ideas, professional knowledge and industry vision of middle-level managers, at the same time alleviating various contradictions and conflicts in the management process and enhancing the feelings among employees and between employees and customers.
6. Strive to improve production efficiency and work quality.
In order to improve production efficiency and work quality, we have transferred professional and technical backbones and actively participated in the work of the company's leading group for saving energy, reducing consumption, increasing production and increasing efficiency. They pay attention to the advanced index level of domestic enterprises of the same type, adjust the potential tapping plan in time according to the actual completion of each unit, continue to implement the "rolling" plan of technical and economic indicators, pay attention to the collection of daily data, and grasp the fluctuation of various indicators in time as the basis for adjusting the index plan next month, and make a comparative analysis of the main energy consumption indicators that affect the cost.
7. Pay close attention to safety management and attach great importance to safety implementation.
Safety work is the most important task of the company. The safety of employees will cause some safety accidents of others, such as guests slipping when cleaning. This year, the on-board department of Kunming Company failed to check the employees' health, which led to a driver's death in the airport bathroom during working hours due to his past medical history. Through this incident, our department attaches great importance to it, strengthens the physical examination of employees, and checks at all levels to prevent such accidents. This year, it never happened in our department. Strengthening the responsibility of leaders in charge and leaders in charge requires all regions to strengthen management, strengthen measures, implement work, prevent delays, and work hard to achieve the goal of "civilization, peace and harmony". Do a good job in the construction of surrounding environment, fire protection and road traffic safety, and do a good job in hidden danger investigation and special rectification, leaving no dead ends; Willing to invest special funds to purchase safety equipment; Strengthen mass prevention and treatment, nip in the bud and ensure the safety of the terminal building.
8. Handle complaints and prevent similar complaints from happening again.
The first is the complaint about the service attitude. Some administrators are not serious, unfriendly, cynical and indifferent to customers. Some work methods are simple, service attitude is not good, and they can't answer customers' questions patiently and correctly. B. Service quality complaints. Some administrators did not act in the management process and did not deal with the bad phenomenon of violating professional ethics in time. When answering questions, you pushed me and I pushed him, and they did not answer enthusiastically. Take advantage of our work mistakes, especially improper handling and communication after mistakes, and deliberately provoke conflicts that worsen the situation. At present, many excellent managers finally leave our management team, which is closely related to this situation. In view of the above service complaints, we should strictly guard against them, and we will solve these problems one by one in the training and correct them in time.
9, the handling of emergencies and the prospect of the next step.
First of all, formulate an early warning mechanism for emergencies, abide by laws and regulations, and formulate emergency prevention and plans according to the needs of the situation. Designate an emergency handling working group and a media public relations group, which have the ability to temporarily respond to the overall situation and properly handle emergencies in the first place. According to the summary of the whole year's work and the prospect of the next step: First, the management level needs to be improved. First, the comprehensive qualities of managers such as cultural literacy, professional knowledge, foreign language level and management ability are uneven; Second, a set of standardized and systematic feasible "management mode" has not been worked out; Third, individual behaviors such as "rule by man" management and random management occur from time to time among some managers.
Secondly, the service quality needs to be optimized. From many inspections and customer complaints, it is found that the service quality of employees in various departments and positions is high and low horizontally and good and bad vertically. Day and night, usually on weekends, with or without leaders, it is difficult to achieve the same quality service. The recurring problem is that some employees in some departments or positions are untidy, polite and initiative, poor reception service and inflexible in gfd. In addition, cleanliness is not in place, and equipment maintenance is not timely. It also affects the overall service quality of our team.
Through the review and summary of the work throughout the year, all employees are encouraged to enhance their self-confidence, cheer up their spirits, carry forward their achievements and rectify problems. The management objectives, business indicators and work plans for the new year will be formulated to guide the comprehensive development and concrete implementation of the work of various departments in 20 15.
Summary of personal work at the airport II
I think: first of all, we should realize the importance and key of service quality. If the service quality is excellent, the satisfaction of the parties will be high, and their mood will be comfortable, so as to cooperate with the security inspection harmoniously and happily; On the other hand, if the client's satisfaction is low and his mood is low, he will feel disgusted, antagonistic and even hostile, which will interfere with the security inspection. On the surface, our service quality will affect the image of security inspection. At a deeper level, it will shake the foundation of security and the consequences will be irreversible. Therefore, we must constantly improve the quality of service, ensure safety with high-quality service and win reputation.
Secondly, we should have professional ethics and character of being dedicated and loyal to the enterprise. Without these two qualities, it is impossible to provide high-quality services; Without these two qualities, you will be unwilling to make progress, perfunctory and muddle along; Will be listless, irresponsible, careless and make mistakes constantly; Will affect unity, cooperation and image. Therefore, in order to consciously and continuously improve the quality of service, the network must have these two qualities.
Third, we must have a sense of the overall situation and a good attitude. Only when you have a sense of the overall situation will you truly realize the importance and necessity of service quality; Only with a sense of the overall situation will we actively consider others and services; Only with the awareness of the overall situation can we consciously improve the quality of service. Only when you have a good attitude will you realize the importance and indispensability of your position; Only with a good attitude can we think that providing quality service to others is a good moral character, a kind of mutual cooperation and a kind of respect between people; Only with a good attitude can we realize that providing quality service to others is a kind of enjoyment and happiness.
Fourth, strengthen study, improve quality, sum up experience and pay attention to art. Only by continuous learning can we improve our professional quality and provide customers with error-free quality services. Only excellent personal qualities can win the trust of customers; Only in this way can we improve customer satisfaction and recognition.
Without excellent business knowledge, no matter how good the attitude and passion, customers can't be satisfied. In every service, we should be good at summing up experience and improving the artistry of service. Paying attention to artistic performance makes the parties feel comfortable and satisfied, which requires careful consideration, good experience, constant empathy and understanding of other people's situations and difficulties.
In order to satisfy the passengers, I must provide quality service. In order to ensure air defense safety, let's work together to create quality and build an indestructible quality cornerstone for security inspection. The above is my superficial understanding. Leaders, judges and colleagues are invited to criticize and correct me. Thank you all.
Summary of personal work at the airport 3
Time flies, 20-2008 is coming to the end in a blink of an eye. I vaguely remember that I arrived at the airport at the end of July. Before I came here again, I was full of expectations, imagining the working environment, working state and humanistic atmosphere here. After I arrived here, all my' imagination' was uncovered. Although it's not quite what I imagined before, everything here is in line with myself. In recent months, I have had a good time with the leading colleagues of the unit; Moreover, with the care of leaders and the guidance and help of colleagues, I have made some achievements in my work and have a certain understanding of airport equipment and the handling of some equipment. Let me briefly list a few things to sum up my work in these months.
First, GPS clock timing.
GPS clock synchronization is something I came into contact with earlier after I came to the airport. I remember brother pan and I went to the observation building to do this. At first glance after seeing the GPS clock, I feel no different from the ordinary wall clock, so it is easier. However, it is not so smooth to really start doing it. First of all, in order to realize its function, the two transmission lines behind it must be connected correctly, otherwise the GPS clock will be the same as the ordinary clock. At that time, I thought, how to judge whether the wiring is correct? At this time, Pan Ge explained his judgment method to me. Now connect the sending and receiving wires to the contacts and observe whether the separator between the hour and the second of the clock flashes. If flashing, the connection is wrong, otherwise, the connection is correct. Through this incident, I understand that it is much easier to do anything by paying attention to ways and means, finding the essence of judging events first and then doing it.
Second, upgrade VHF equipment for air traffic control.
At that time, the air traffic controller arrived at Jiagedazig Airport in the evening and had already left work. Originally, our minister asked me to follow up this matter, but I was busy with my own business when they arrived, so I didn't follow up in time. Later, the minister and I had a patient exchange, and I realized my mistake. As a newly graduated college student, I can accomplish one thing with my predecessors before and after. Although you don't know everything, you will always get something. Watching them deal with some temporary situations, with clear thinking, clear order and clear division of labor, is undoubtedly a great gain for me with little experience. After this incident, I understand that no matter what you do, you must have a sense of the overall situation and organizational concept, and put your work first, regardless of personal gains and losses. Fair and just in the work, strong professionalism and dedication, hard work, initiative, no buck passing, and stress efficiency; Pay attention to investigation and study, be diligent in thinking, and have clear working ideas.
Third, school flying.
School flying is the top priority of guiding work every year. If the school flight breaks down, it will affect the order of the whole airport. It's an honor to take part in this school flight. Flight calibration is mainly aimed at blind descent system, including heading (LLZ), glide slope (ILS) and VOR. Course calibration includes wide warning, narrow warning, course straightening, power warning and left-right warning of T- 1 and T-2. Glide calibration includes wide warning, low warning, glide angle and entrance height of T- 1 and T-2; VOR flight calibration mainly depends on 9960Hz amplitude modulation and 30Hz amplitude modulation. In addition to the blind descent system, it depends on whether NDB meets the standard, and T- 1 and T-2 tools are also needed. It is necessary to communicate with the captain in the process of flight calibration, and adjust various parameters according to the captain's requirements to make the equipment reach the standard. Moreover, in the process of school flight, it is very important to record the parameter information before adjusting the parameters to ensure that the original parameters can be restored when unpredictable errors occur.
Fourth, visit Taiwan Province.
Patrol is a must for every communication and navigation personnel. The daily patrol station not only checks whether the equipment is running normally and records the ledger, but also observes whether the environment of each station meets the requirements, such as temperature and humidity. If there is any deviation, take timely measures to solve it, so as not to cause serious consequences and bury hidden dangers.
Summary of personal work at the airport 4
Time flies, and in a blink of an eye, we have ushered in a brand-new year. As of today, I have been at the airport for four months. Although the time is not very long, it has a profound impact on me. I am a teenager, entering the society for the first time, with a fresh and unyielding attitude and full of vigor. But I am very lucky, because I have met so many good leaders and colleagues with high quality and morality. Their tolerance, understanding and teaching have made me learn a lot in these short four months. I now report on my work and study in these four months:
When I first came to the airport, I learned about the income of landing fees from Li Jia. He asked me to start from the foundation, get in touch with and be familiar with the whole process of airport revenue bit by bit, and at the same time cultivate my own sense of innovation and change, look for the best and better statistical methods, and strive for innovation and breakthrough in my work! Thanks to Li Jia's care and tolerance, I have changed from a stranger to a familiar person at the airport!
Of course, learn more about learning and progress! I hope that Teacher Li Jia will, as always, give me more advice! For a young man like me who has just entered the society, leaders and colleagues have given varying degrees of care and help. For example, the leader has been asking questions about my life and there is no TV for us to watch. Colleagues have carefully answered the questions I encountered in my work, as well as the selfless help of section chief Liu and section chief Wang. David was very moved. I hope I can grow up quickly and try to be a useful person to the airport! Return to society, return to the airport, return to everyone!
In the previous work, I have completed the study and understanding of the new and old civil aviation documents, and I can be competent for the new requirements and new situation of airport revenue reform under the new regulations. In the next work, I will, as always, work hard, take everyone's interests as the starting point, keep the momentum of young people, and do a good job in the rise and fall of income! The working idea is as follows:
1. Strengthen contact with special motorcades and security inspection, and keep the machine number list updated continuously.
2, in-depth study and understanding of the whole process of airport accounting, the whole train of thought, cultivate the overall situation consciousness and mind! Try to find the improvement method that the leader said as soon as possible!
3. In terms of airport revenue, strengthen contact with airlines and establish friendship between airports and airlines! Timely urge the account, enter the account! Income is one of the foundations, and more efforts must be made in this respect.
4. Use your spare time to strengthen the study and discussion of accounting-related laws and improve your overall quality!
Report key taxes before 5.5, write income analysis for tax returns, and send the analysis of key tax sources to the tax bureau every quarter. Before 15, issue an invoice as soon as possible and pay the landing fee. Vouchers for booking 15 to 30, summary of booking landing fees, dunning, and sorting out accounts receivable.
The above is my work report. In the future work, I will undertake all the affairs I am responsible for and improve my business level in the shortest time! Study hard! Please rest assured!
Summary of personal work at the airport 5
Time flies, the sun and the moon fly, and a year has passed in an instant. From 20 to 2000, under the correct leadership of the company, as an airport commander and a representative of people-friendly service, I worked hard and diligently in accordance with the company's work spirit and work deployment, and successfully completed various tasks and achieved good results. Personal work in 2000 is summarized as follows:
First, strengthen study and improve business skills.
Seriously study the company's work spirit and ticketing business knowledge, strive to improve their business skills, be loyal to the company, put the company's interests first in all work, always safeguard the company's interests, do all the work conscientiously, and make contributions to the company's development. Cultivate their hard-working, studious professionalism and pioneering, innovative and pragmatic work style, obey the company's work arrangements, adhere to "Excellence and meticulousness", serve the passengers wholeheartedly, take everything seriously, take every job seriously, persist in doing it well, make the work perfect and efficient, and strive to get great satisfaction from the passengers.
Second, try your best to complete all tasks.
1, do a good job of grabbing tickets.
My daily job is to sell tickets at the airport counter and online platform. Ticket work is the window of the airport, representing the reputation and image of the airport. To this end, I strictly demand myself to do a good job in counter ticketing, provide warm and thoughtful service for passengers, and ensure that my service can make passengers extremely satisfied.
2, constantly improve their ability to do things.
In the usual ticketing work, I humbly ask my colleagues for advice and study. While learning professional knowledge and improving ticketing skills, we should pay attention to learning the ability to deal with unexpected problems on the spot. If you encounter an emergency, you can handle it calmly, solve it well, and earnestly safeguard the stability and harmony of the airport.
3. Actively do other related work.
With the strong recommendation and support of the company's leaders and colleagues, as the propaganda Committee member of the second regiment branch of the company, I actively responded to the company's spirit and did a good job in various publicity work. On September 6th, 2008, he won the second prize of "Service creates value" in the company's keynote speech contest. I am also the representative of the Seventh Congress of Huai 'an City, China Youth League, and the representative of the people-friendly service of the airport company. I actively participate in social activities, make achievements, show the good image of the airport company and enhance social influence.
Third, shortcomings in the work.
As the image window of the company, I still have some shortcomings in my work, mainly because the service level is not high enough, my working ability needs to be further improved, and some work has not been done completely. These shortcomings, I need to continue to strengthen my study, consult my colleagues with an open mind, practice hard, and improve and improve in my future work.
IV. 20-year Work Plan
In the new 20 years, the Spring Festival travel rush boom is about to start, and the company will add 15 routes. I will be ready to go, focusing on three points: First, I will be strict with myself, actively move closer to the Party organization, and strive to develop into a party member. Second, continue to study training and research, improve their business skills in an all-round way, and further do all the work. The third is to further establish service consciousness, provide better service for passengers and launch the service brand of our airport company; Continue to do a good job in organizing publicity, give full play to the representative role of people-friendly service, establish a good image of the airport company in the public, and promote the sound and rapid development of the airport company.
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