Time flies, and the year's work is coming to an end. Are there any gains or losses this year? Is there any experience worth sharing? Summarize your work this year and let young people take fewer detours! What kind of year-end summary report should you read? The following are the year-end summary essays (5 selected essays) of flight attendants that I helped you sort out. You are welcome to study for reference. I hope it helps you.
Flight attendant's year-end summary 1 Flight attendant is a special profession, and there is still a gap between reality and dreams. As a flight attendant with 5 years working experience, I have a lot of business knowledge and common sense of life that we need to consolidate and learn.
Special terms used in emergencies; If there are passengers on the plane who need emergency medical assistance, then you should know the minimum medical knowledge; Both domestic and international flights require fluency in Chinese and English; Familiar with all kinds of drinks used in ship service, you need to accumulate them slowly at ordinary times.
Of course, the most important thing for our flight attendants is the language used in an emergency, and we must be quite skilled. Being a flight attendant also represents a company, a region and even a country.
For example, some passengers want to know some local historical sites, tourist attractions, customs and so on. So we need to summarize or introduce them in detail. Those who fly international flights should have some general understanding of the national conditions of the two countries.
Therefore, the work of flight attendants is not only on the plane, but more importantly, it needs to be accumulated and carefully observed in daily life, and learning should be strengthened to make daily work handy.
I think, if a passenger gets on the plane and sees the stewardess saying something irrelevant, what impression will this passenger leave on our company and employees? He may be thinking: we don't pay attention to tourists at all, don't care about tourists, or think that our company's management system is loose, which is not good for our company's image.
On the other hand, if passengers board the plane and see the clean cabin, comfortable seats, ready-to-use coffee and the latest newspapers and magazines, they will feel that they have been valued and respected, will agree with my efforts very much and will feel very happy.
In terms of service, I think the service provided by flight attendants for passengers is actually a kind of interpersonal relationship of communication and exchange between people. The basis of good service lies in understanding the psychology of passengers, caring for them and caring for them. Eyes, mouth, hands and legs should be diligent, try to meet the requirements of passengers and make them feel at home. Let's leave the deepest impression on passengers with the best service in our future work.
In a word, this stage is the best time for me to improve my service level. In practical work, I will continue to study, apply what I have learned to my work and be a qualified flight attendant.
Through these years of flying, I think we should provide different services for different passengers, narrow the distance, think of the service first, and do it first. Passenger conflicts or service conflicts cannot be handled overnight. We should constantly sum up the experience of others and ourselves. But I think that when dealing with problems, we should be emotionally stable and have good observation and understanding. It's best to roll with the punches, so as not to lose balance. First of all, I am very grateful to the company for the collective training for all our employees. I am honored to participate in this training, which reflects the company's emphasis on the training of our employees and the company's strategic policy of "attaching importance to talents and cultivating talents"; For me in the service industry, I also cherish this opportunity.
After these days of training, I completely broke the idea that this was a very boring process before training, so that I was not interested in the service industry and gradually became interested in service. As a popular consumer group, I think the most important thing is that service is an industry full of challenges and self-improvement, which is closely related to life. During the training these days, I also learned about the layout of the store, the display of goods, and
If we lose care in our work, we can't grasp the customers' purchasing desire well in layout and display.
And the shopping trend of customers, the huge magnetic point will not achieve the ideal effect and lose its due value; In addition, the display of shelves requires us to know: how to make good use of each layer of shelves to create greater value and benefits; But color contrast can also greatly brighten customers' eyes and attract and retain customers' footsteps.
From the training effect, we can see that the company attaches great importance to training. The boss and trainer have made a lot of preparations, so that we can fully feel the company's responsible attitude and good intentions towards employees during the training, and let us integrate into it. We will correct our mentality and work harder in the future! More confident! The next training, I think, will be more interesting and professional, so I will listen more carefully, and theory and practice will strengthen our work, because I also love and cherish this job!
Learning can make people progress, and work can make people confident. I believe that through continuous study and work experience, we can make the supermarket better. Doing a good job in window service is directly facing the people, and everything the staff say and do is related to the image of the party and the government in the eyes of the people. Therefore, to be a good window staff, we must require our window staff to have good business knowledge, good gfd and standardized and civilized service terms. As the window staff of the Central Transportation Bureau, this paper summarizes how to do a good job in window service.
First of all, we must have a stable mentality.
As window staff, we should first straighten our position and clarify the relationship with the clients. When receiving the staff who come to handle affairs, we should first have a stable attitude and never be overbearing.
The eyes are kind and natural, with a smile and gentle eyes; Form should be decent and natural; Polite and thoughtful in language, say "please" more often, such as "please prepare information"; "Please go to other windows to handle this business"; Say less "no", such as "you are wrong", "not today" and so on. Working in the window, I have to deal with all kinds of people every day, especially those with low education and low quality. With a stable mentality, it will be easy to find the starting point of communication with people, so as to effectively communicate with employees on an equal footing and make employees feel warm and happy. Give advice to employees with a sincere attitude, find ways to solve problems for employees, and let employees feel that you are really helping him, thus dispelling their distrust of you and helping them to carry out their work.
Secondly, there must be skilled business.
With the continuous refinement of social division of labor, the society has higher and higher requirements for government functional departments to handle business.
This requires window staff to constantly strengthen the study of business knowledge, especially their own business knowledge, to be precise, to answer questions accurately, and to have a general understanding of the business knowledge of other windows.
In addition, we should pay more attention to the accumulation of knowledge and experience in our daily work, carefully analyze and study difficult problems, solve them in time, improve our professional level, and better provide fast, accurate and in-place services for those who come to handle affairs or inquire, so as to make the people happy and satisfied.
Also pay attention to language skills.
Window staff should not only have a skilled business level, but also have certain language skills. When answering questions, explain the procedures or materials that need to be prepared to the staff in detail, accurately and once.
Be objective and calm when receiving complainants, especially emotional complainants, and be witty and clever when dealing with emergencies. In the usual work, we should treat each other with sincerity, convince people with reason, and think from other's perspective, and think for the masses everywhere, so as to do things well.
Service is intangible, but it can be perceived. Service is an art, and art is endless; Service is a science, and there is no end to it. As window staff, we must try our best to understand the art of window service, study and learn this knowledge seriously, do more practical things and do more good things for those who come to work, and truly implement the slogan of serving the people wholeheartedly in practical work! Work summary mainly describes the work content, achievements and shortcomings, and finally puts forward rationalization suggestions or new efforts.
The stewardess concluded at the end of the year that this is a special profession, and there is still a gap between reality and dreams. As a flight attendant with 5 years' working experience, I have a lot of business knowledge and common sense that we need to consolidate and learn: special terms that will be used in case of emergency; If there are passengers on the plane who need emergency medical assistance, then you should know the minimum medical knowledge; Both domestic and international flights require fluency in Chinese and English; Familiar with all kinds of drinks used in ship service, you need to accumulate them slowly at ordinary times. Of course, the most important thing for our flight attendants is the language used in an emergency, and we must be quite skilled.
Being a flight attendant also represents a company, a region and even a country. For example, some passengers want to know some local historical sites, tourist attractions, customs and so on. So we need to summarize or introduce them in detail. Those who fly international flights should have some general understanding of the national conditions of the two countries. Therefore, the work of flight attendants is not only on the plane, but more importantly, it needs to be accumulated and carefully observed in daily life, and learning should be strengthened to make daily work handy.
I don't know what kind of impression a passenger will leave on our company and employees if he sees the flight attendants talking about something irrelevant when boarding the plane. He may be thinking: we don't pay attention to passengers at all, we despise them or think that our company's management system is loose, which is not good for our company's image. On the other hand, if passengers board the plane and see the clean cabin, comfortable seats, ready-to-use coffee and the latest newspapers and magazines, they will feel that they have been valued and respected, will be very sympathetic to my efforts and will be very happy.
In terms of service, I think the service provided by flight attendants for passengers is actually a kind of interpersonal relationship of communication and exchange between people. The basis of good service lies in understanding the psychology of passengers, caring for them and caring for them. Eyes, mouth, hands and legs should be diligent, try to meet the requirements of passengers and make them feel at home. Let's leave the deepest impression on passengers with high-quality service in our future work.
In a word, this stage is a period for me to improve my service level. In practical work, I will continue to study, apply what I have learned to my work and be a qualified flight attendant. Through these years of flying, I think we should provide different services for different passengers, narrow the distance, think of the service first, and do it first. Passenger conflicts or service conflicts cannot be handled overnight. We should constantly sum up the experience of others and ourselves. But I think that when dealing with problems, we should be emotionally stable and have good observation and understanding. Balance, roll with the punches, roll with the punches.
A qualified flight attendant should have a good comprehensive quality, and the programmed service mainly focuses on the requirements of passengers. Personalized and humanized service is extended on the basis of programmed service. More detailed, specific, closer to the requirements of passengers, and better reflect the quality of service. To improve the quality of cabin service, we must first improve the comprehensive quality of flight attendants and the overall quality of flight attendants. The core is to strengthen personalized service and introduce the concept of humanized service. This is a level and realm of service.
In the eyes of ordinary people, the job of a flight attendant is nothing more than serving tea and nodding to say hello, with little technical content; Some people think that flight attendants should follow the standard process in the textbook, and the leaders and passengers are impeccable. But in my work practice for nearly a year, I deeply feel that this is not the case, and it is limited to standardized and programmed services. Although your service is very standardized and orderly, it is difficult to completely satisfy the passengers. The cabin service must be personalized and humanized in order to truly win the hearts of passengers. Flight attendants should not only have a dignified and beautiful appearance and beautiful mind, but also have good cultural literacy and social knowledge. Because our services are not limited to life and professional services, we must also include comprehensive services in culture, entertainment and emotional and psychological comfort.
On the basis of personalized service, we should also introduce the concept of humanized service. What is humanized service? In short, it is people-oriented and dedicated service. Humanized service is the sublimation based on standardized, programmed and personalized service. Humanized service is a level service. Often a tiny movement, expression and eyes can win the hearts of passengers. On a flight mission, an over-aged Taiwan compatriot stared at me for a long time on the plane, which made me a little embarrassed. I was thinking. He took out a photo and handed it to me. He said to me, "This is my grandson, how much like you!" I looked at the photo carefully, and it was very similar to me. When I returned the photo to him, his trembling hands held mine tightly and he was very excited.
He said with tears in his eyes, "I haven't seen him for more than ten years." I really miss him! " "I was moved by his emotional contagion, wiped his tears with a paper towel and said kindly," Grandpa, you must meet him. " He suddenly asked me, "What did you call me? "Grandpa" I raised my voice and gave a friendly cry. He patted me on the back and kept saying, what a sensible child. Old people of Taiwan Province compatriots are usually called "old people", "you are old" and "old people", but this time my inspiration came. Like his grandson, I call him grandpa. I didn't expect the old man's psychology to be greatly comforted and satisfied, which narrowed the distance between us. On the plane, he is always excited and relaxed. Just an apt title makes the old man so happy.
We will encounter all kinds of problems in cabin service. Air passengers will need all kinds of special services. Especially when the flight is delayed due to irresistible weather and other reasons, passengers are easy to be impatient, impulsive and do something out of line.
At this time, flight attendants need to have good self-restraint, fully understand each other's feelings, be open-minded, understand passengers' impulses, empathize with others, be lenient with others and be strict with themselves. On the flight to Beijing, I met a middle-aged woman who fell asleep in her chair. I was afraid that she would catch cold, so I took a blanket and covered it gently. I don't want to wake her. She scolded me, "Little Red Man, what are you doing?" I explained quickly, but she didn't listen. When delivering drinks, I saw the passenger's face gaunt, his eyes black and his mood depressed. I think he must be short of sleep and in a bad mood. He was a little emotional about her and suddenly felt sorry for her. I think we should have a good understanding. When I sent the drink back, I sincerely said to her, "I'm really sorry to wake you up just now!" " Embarrassed, she repeatedly said, "It's all my fault. I apologize to you." Because of my understanding of her, she was moved by my timely apology, and we understood each other. When she got off the plane, she greeted me and blurted out, "Long live understanding."
Through nearly a year's cabin service practice, I deeply realized that it is very important to introduce the concept of humanized service into cabin service. Compared with humanized service, standardized and programmed service is relatively easy to do, while the latter is more difficult. Because it is difficult for the latter to have language and writing, and to standardize its model standards in advance; It is difficult to be included in the operating procedures. It has great randomness, and it should be created and played by the noble sentiments, beautiful hearts and strong service consciousness of flight attendants. People often say smile service. I think this kind of smile should be from the heart, otherwise it is difficult to achieve perfect results. Pretending, reluctant, mechanically rigid affectation is not the same as the effect of revealing inner feelings. You should serve with your heart.
Flight attendant is a glorious occupation, a noble occupation, which integrates technology, specialty and service. They should not only have a dignified and beautiful appearance, but also have a beautiful heart. The unity of physical beauty and spiritual beauty is the real beauty. The beauty of the soul covers a wide range and is difficult to be intuitive. But from your words and deeds, your eyes, expressions and subtle body movements can be fully expressed. As a flight attendant, first of all, you should have a strong sense of professionalism and love your job. You must have skilled professional skills, rich cultural and social knowledge, quick thinking, quick response, good language skills, calm when things go wrong and decisive in dealing with problems. The above are the personal comprehensive qualities of flight attendants. Do a good job in cabin service, while emphasizing the overall quality of flight attendants, we can't ignore the overall quality of flight attendants. Every flight attendant should have good compatibility, the spirit of unity and cooperation, and everyone should have a strong sense of collective honor and a high sense of responsibility. Work with tacit understanding, unity and cooperation, and good team spirit.
I also want to express my deep gratitude to my classmates and colleagues for their support and help in my work. I will certainly live up to the ardent hopes of my alma mater, Air China leaders and teachers, study harder, work harder, keep pace with the times and become a truly qualified flight attendant.
Some people may think that the job of a flight attendant is nothing more than serving tea and pouring water, which is a kind of physical labor. In fact, ten years of work experience made me realize that it is more important to feel and experience this job well, and the crew work is a spiritual art.
In a church, I saw a little girl, pale and in a cold sweat, and her parents seemed at a loss. According to my experience, I concluded that the little girl was airsick and immediately brought hot water to help her wipe her sweat. As the back cabin was full of passengers and the air was a little stuffy, I said to her parents, "Let me handle it." I let her lie in the flight attendant's seat, helped her cushion the pillow, cover the blanket and pull down the curtains. The little girl wants to sleep, but she dare not. I coaxed her gently, signaling the passengers who went to the bathroom to be gentle. The little girl finally fell asleep. After more than an hour, the little girl woke up and returned to normal, and the plane was about to descend. When I gave the little girl to her parents, my parents were very moved to see my lovely daughter resume her usual activities. They thanked me again and again. At this time, other passengers who knew the truth clapped their hands in unison, and rare applause rang out in the cabin. I was deeply moved by it. Yes, as long as the "heart" service is used to communicate with passengers' emotions and hearts, it will certainly touch passengers' hearts and let passengers enjoy warmth and comfort in a hurry.
I remember one day in the month of 65438+ 10 in XX, a middle-aged man boarded my foreman's flight to Chengdu. I found him very sad and unhappy as soon as he got on the plane, so I looked for an opportunity to talk to him. I learned from the chat that this passenger works in Guangzhou. The first time I flew home for the Spring Festival, I lost a bag when I passed the security check. I comforted him not to worry and promised to help him find it. The traveler's tense heart finally breathed a sigh of relief. I found this bag through the contact between the crew and the security check. When I returned to Guangzhou, I immediately went to the security checkpoint to get my bag back and took the next flight, which made the passengers very moved. I think this is what I should do. The arrival of the flight does not mean the arrival of the service, as long as it can provide convenience for passengers, even if it is hard. As long as every heart is warmed by the power of love, passengers can enjoy it comfortably in the cabin, and at the same time, they can get true feelings and be inspired by love. As the passengers wrote on the message paper, "I want to learn from your enthusiasm for passengers and make achievements in my post", which made me deeply realize the joy after work and the extraordinary place of this ordinary career!
There is an old saying in China called "Look at your heart", which means to think from the standpoint of others. Our social division of labor is very fine. The interpersonal relationship in our society is "I am for everyone and everyone is for me". Everyone is the object of service, and everyone is serving others. More occasions, you serve others, more occasions, you will accept other people's services. Only by "caring for each other" can we strive to make the service perfect.
I believe everyone will never forget the "Twelve Events" of the catastrophic air crash 1990. The day after the plane crash, I flew to XX. When boarding the plane in Nanjing, several passengers with sad faces caught my attention. After they sat down, I immediately handed them warm water and asked them if they were unwell, but they were silent and seemed to have a lot on their minds. At this time, the ground crew sent the manifest on the plane. I invited them to the reception desk and asked if there were any family members of the plane crash. They replied that there seemed to be. My heart suddenly sank.
After taking off, I handed them a small towel and asked softly where Guangzhou was, whether it was Yunshan Hotel (the reception desk of the air crash at that time). A passenger nodded and tears fell down. I suddenly understood, "How can people be heartless if they are not vegetation?" I deeply felt the sadness of these passengers who lost their loved ones, and tears filled my eyes. The passenger's heart is connected with ours. At that time, I could only comfort and enlighten them constantly and try my best to be wholeheartedly, not only for the passengers, but also for my colleagues and classmates who died in the air crash. After arriving in Guangzhou, the aftermath team did not come to pick them up for various reasons. Just in case, another flight attendant and I will take a taxi to their destination at our own expense. When we explained our purpose, the relevant personnel first paused, then quickly held our hands and repeatedly said, "Thank you for helping us a lot." Passengers also sincerely thank XXX people from their grief. I feel very gratified. I can give them some comfort at this time, which is my encouragement and sincere support. I feel the mission and responsibility as a stewardess from the bottom of my heart, just like charcoal fire, burning myself and warming others.
In the process of service, sometimes our enthusiasm will not be understood by passengers, and we will meet a few passengers with low moral standards, which requires us to proceed from the overall situation, compromise and be more understanding and considerate. I remember once I took flight XX, and my departure was delayed for five hours because of the weather. When the passengers boarded the plane, they were very excited. They don't understand, so they take it out on us. We apologized repeatedly on the radio, took care of the passengers, calmed their emotions, and delivered drinks, meals and newspapers to the passengers one by one. At this time, a young man shouted: "If you don't eat, it must be that XX doesn't have a plane and lied to us about the bad weather and compensated us for our losses."
The passengers' mood suddenly fluctuated and they all clamored for compensation. The young man asked me for another meal. At that time, we had already delivered all the plane meals, so we apologized to him that we didn't have any food, but he pointed at my nose and said, "Civil aviation is a liar and an asshole!" " "I can only explain to him with a smile all the time, but he scolded again:" You only laugh, you don't know anything, you don't understand anything. "At that time, although I was very wronged, I thought that I was wearing a uniform now, representing XX, and I wanted to maintain the image of XX, so I said to him calmly:" Sir, if the flight delay affected your work, we are sorry. We understand your dissatisfaction. However, due to the weather, there is nothing we can do. For your safety and mine, we can only wait until the weather improves before taking off. Please support our work. "Other passengers saw this scene and stopped quarreling, praising our flight attendants for their good service attitude. Later, when I got off the plane, the passenger apologized to me shyly and said, "I'm sorry." "I shouldn't take it out on you." I smiled and said, "I understand your feelings and welcome you to take our flight next time." "Of course, of course." The passenger agreed. Yes, people's hearts will change. As long as we can be considerate of tourists, tourists can understand us. Perhaps the special job of stewardess makes it difficult for us to hold thousands of passengers in Qian Qian, but it is difficult for us to hold our relatives. Every day of family reunion is a busy time for us. For many years, when the New Year bell rang, I continued to work. Maybe I'm not a qualified wife and daughter, and I can't personally serve jiaozi for my family during the Spring Festival. If we only regard the crew work as a profession, we will feel that it is extremely hard and ordinary, and passengers are just the working objects one by one; And when we regard it as a lofty cause, our understanding of tourists will have a new meaning. We no longer treat them with general professional psychology. In the process of serving them, the feeling of love will arise spontaneously, and hard work will become the joy after we pay. In the past ten years, I have just tried my best, wholeheartedly, and worked together with the sisters of the crew to improve the service quality of XX and enhance the reputation of XX. Last June, I was awarded the national civil aviation youth post expert, and the honor gave me pressure and urged me to continue to make progress. In order to be worthy of the title of "flight attendant", I will continue to devote myself to this ordinary and great job. I write Lingxiao with my heart!
The year-end summary of five flight attendants, "similar year after year, different year after year."
Flight attendants are done every year, with new purposes and different meanings. Actually, I think it doesn't matter if the flight attendant works or not. Many of these things can be experienced, understood and improved in other things later. The work on the train is not as terrible as the training says, and many of them are predictable. It is perfectly normal for passengers to throw rubbish while you are cleaning. If there were no passengers throwing garbage, would the effect be terrible? At least for the current national conditions. Just like jumping off a car, passengers' dissatisfaction, all the small problems are not so difficult to deal with. It may be a little easy to stand and talk, after all, I have never experienced a snowstorm.
Anyway, this year is like this. I think the gains in the car are the improvement of interpersonal skills and passengers, companions and old flight attendants. Brother Jia Jian has always said that my ideological understanding is not high enough. Actually, I'm not that simple and I'm not that ignorant. At least I have a little thought. I am still a real person, but I am cautious and timid. I don't know why. Anyway, I'm sorry about the assistant job. The person in charge was a great help. Besides, I'm too lazy. I always want to save trouble in many jobs, but it is often not feasible. Fortunately, although I was so stubborn that I didn't listen, many words could still be corrected, but later I would think about where I was right and wrong, why I was wrong, and how I needed to correct it. In fact, I am very happy to work with Jia Jian, although I am very afraid of receiving his call many times. To be precise, I'm afraid of receiving his call. Even now, the stewardess's job is almost over. He is too serious and "grandma", and everyone can't stand it. I think so now, but it works.
I really admire it. Write down your feelings. Truth is king. Never mind the number of words. Generally speaking, this month, the two faced a lot of passengers in the car, but almost all of them were middle and lower class people, and their lives were very hard. I don't think I'm as good as them at all. In the process of chatting, I found that they know more than you, especially some social phenomena or events and their views on these things. To put it mildly, we are college students, the pillars of the country and the hope of the future of the motherland. In fact, almost as soon as we graduated, we were entrusted with the important task of developing the country. I feel stressed. I have to work hard under the car. I can be said to be an assistant's right-hand man, but the truth is, I feel that I have been doing a lot of hard and troublesome things with my followers. Did you get anything? It is extremely naive and idiotic to look at things carelessly and simply. I can't stand this situation. I want to improve. The last sentence is true, but it always feels a little false. In the past year, I finished my work at a higher level. Now I'll make some summaries:
Passenger service is the duty of flight attendants. "People-oriented, passengers first" has always been in my heart. Serve every passenger well and let them feel the enthusiasm of the flight attendants and the love and care from their loved ones.
2. From time to time in the car. Always pay attention to the elderly, children and pregnant women, give special care and solve problems in time.
3. Do a good job in the environmental sanitation of the carriage. Keep the carriage clean and tidy at any time, so that our passengers can feel comfortable in the flow chart and take our car next time.
4. Get along well with colleagues. It is our fate to work together, so I really hope that we can help each other and actively communicate with each other, so that we can complement each other and make up for our shortcomings, which is conducive to further and more perfect our work. The above is my preliminary understanding of study and work, and there are still some shortcomings in my work. Please feel free to give me your suggestions. I feel honored to be a long-distance stewardess today. I will definitely work harder, learn to keep pace with the times, improve my quality and become a truly qualified flight attendant. Thank you all.
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