standards of instrument etiquette for aviation service personnel
As we all know, the requirements of aviation service personnel have always been very high. I have compiled some standards of instrument etiquette for aviation service personnel for your reference only. Standard of instrument etiquette for aviation service personnel 1
I. Standardized manners:
Four unifications: uniform light makeup, uniform clothing, uniform listing and uniform hairstyle.
four specifications: standardize the roll call handover, standardize the post service, standardize the working procedures, and standardize the manners and instruments.
second, the specific specification requirements of the instrument:
1. Headdress: wearing a uniform headdress, the height of which (black, sapphire blue) is not lower than the back collar,
2. bangs standard: bangs are neatly combed, so that they do not cover the eyebrows for a long time and do not leave strange hairstyles. Working hours should be neatly combed, avoid wearing colored clips, and black is appropriate.
3. Face requirements:
1. It is required to wear light makeup, which is elegant, fresh and natural, without heavy makeup, and without using strong-smelling cosmetics and perfumes.
2, lipstick standard: the color of lipstick should be ordinary red, not exaggerated.
3. The standard of eye shadow should be lavender, and the eyebrow bone should be painted with a white transition color.
4. It is advisable to use a dark brown eyebrow pencil for eyebrows. Just lightly draw the eyebrow shape. Don't draw the eyebrows too dark or too thick. Mascara should be in black, deep purple and dark blue.
5. Remarks: Pay attention to the maintenance of costume at any time and make up makeup every 2 hours.
Fourth, hand requirements:
1. Keep it clean and beautiful without dirt; Nails should be trimmed frequently to keep them clean and tidy.
2. No nail polish. Don't spend patterns on your nails. The length of your nails should be no more than 2 mm from the palm of your hand. Don't leave black edges on your nails.
3. There are no other ornaments on the wrist except the watch. Don't wear watches with exaggerated craftsmanship, cartoons and advertisements. The strap should be made of metal or leather, and the width should not exceed 2 cm.
five, dress requirements:
1, uniform logo clothing, clothing to keep clean and tidy, no wrinkles, buttons to be solid and reliable.
2. Symbol: worn above the left chest, aligned with the second button, 5 cm apart.
3. Shoes and socks: wear small black heel shoes uniformly, and the uppers should be kept bright and tidy; It is advisable to wear flesh-colored stockings, and wear flesh-colored stockings when wearing skirts. The stockings should not be damaged or exposed.
4. Pants: wear black trousers to avoid too much decoration on them. The clothes are clean and tidy.
VI. Personal hygiene:
Don't eat irritating things, such as garlic, leeks and onions, keep your teeth clean and your breath fresh, and don't chew gum during your post. Instrument Etiquette Standard for Aviation Service Personnel 2
Professional Etiquette for Aviation Service Personnel
As a professional aviation service personnel, the professional requirements mainly include the following aspects.
1. First of all, love your job. Aviation service work is very hard. When the ideal flight attendant life is broken by the hard work of real work, you should be active, enthusiastic, thoughtful and polite as always, be serious, responsible, diligent and hard-working, and still stick to your post in the face of the temptation of any environment.
2. Strong service concept and service consciousness. In the fierce market competition, the quality of service determines whether an enterprise can survive, and the core of market competition is actually the 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.
3. Have a hard-working spirit. In people's eyes, flight attendants are an enviable profession flying in the air, but in practice, they bear unexpected hardships, such as the difference in time difference between long-distance flights and various passengers flying on domestic routes, and the difficulties and special situations encountered in their work will occur at any time. Without the spirit of hard work, they can't bear the pressure of work and can't do a good job in service.
4. study business knowledge hard. An airman needs to master a lot of knowledge. For example, on a flight to the United States, a flight attendant must first master the basic contents of China and the United States, such as national overview, human geography, politics and economy, as well as the countries, cities, rivers, mountains and places of interest that the route flies over, as well as the equipment of the aircraft, emergency handling, service procedures and service skills in flight.
5. Learn to communicate. Language itself represents everyone's attributes, and a person's growing environment will affect everyone's speaking habits. As a flight attendant, you should learn the art of communication. Different service languages often produce different service results. For example, we should master the communication skills for elderly passengers, special passengers, angry passengers, important passengers, first-time passengers, and service when the flight is abnormal.
gfd etiquette for aviation service personnel
Man:
Hairstyle: Hair should be washed frequently, free from dandruff, neatly combed, not dyed, without long hair, trimmed regularly, without covering the forehead before, ears at the side, and not touching the collar at the back.
Face: Avoid growing a beard and form a good habit of shaving every day. The face should be kept clean, no secretions should be left in the corners of the eyes, and the nostrils should be clean. When looking up, the nose hair should not be exposed outside the nostrils. If you need to wear glasses, you should keep them clean.
Oral cavity: Keep your oral cavity clean. You should not eat foods with peculiar smell such as onions and garlic for breakfast and lunch, drink alcohol or alcoholic beverages, or smoke during working hours.
Ears: The auricle, behind the root of the ear and the ear hole should be cleaned daily, and no dander or dust should be left, and no earrings should be worn.
Hands: Keep your hands clean, and cultivate the good habit of washing your hands and trimming your nails frequently. The nails should not be longer than 1cm.
body odor: Ying Qin changed her clothes inside and outside, keeping them fresh and clean, giving people a good feeling.
lady:
hairstyle: the hair needs to be washed frequently, without dandruff, and neatly combed. Long hair should be put behind the head and decorated with hairpins uniformly distributed by the company, and short hair should be put behind the ears and not covered.
face: the face should be kept clean, no secretions should be left in the corners of the eyes, and the nostrils should be clean. If glasses are needed, the lenses should be kept clean. Wear light makeup at work, which is elegant and natural. Do not use exaggerated lipstick or eye shadow.
oral cavity: keep your oral cavity clean, and don't eat smelly food such as onions and garlic at breakfast and lunch, and don't drink alcohol or alcoholic beverages.
body odor: Ying Qin changes clothes inside and outside, keeping them fresh and clean, giving people a good feeling. You can spray a proper amount of perfume, but don't use too strong fragrance.
Ears: The auricle, the back of the ear root and the ear hole should be cleaned daily, and no dander and dust should be left, and no earrings should be worn; It is advisable to wear a pair of earrings, and it is not allowed to wear too many or exaggerated earrings.
Hands: form a good habit of washing hands and trimming nails frequently. The length of nails should not be longer than 2cm regularly, and transparent and colorless nail polish can be applied.
aviation smiling service etiquette
smiling is indispensable in aviation service. It is a very simple action, which can be completed with a slight touch of the lips. In social communication, a smile is the cheapest ornament, with almost no cost, but it can be appreciated, liked, tolerated or forgiven by friends or customers. Sometimes, it can add to our communication and work.
If the first greeting you hear at work in the morning can be accompanied by a sincere smile, your mood will be happy. Sometimes, a smile can also help us in our life. If we have misunderstanding or come to a deadlock in the process of communicating with customers, a sincere smile will spread a strong and lasting penetration until the embarrassing atmosphere is melted, which may win customers' understanding more than a dry apology or explanation.
However, sometimes smiling is very expensive, and not everyone can have it easily. A false smile is like a lie that can be broken by blowing a bomb, and it can't be watched or experienced. The perfect smile needs to come from the heart, it will affect the brow, lips and teeth and facial muscles, and it will be emitted through expression, tone and action, and there is no room for falsehood and disguise.
A real smile should be in harmony with the mood, and it needs a kind, open-minded and grateful heart as the foundation. It can reflect a person's state of mind, show a person's attitude and reflect a person's psychology, and it can make many beautiful interpretations for a person.
Only a person who loves life and has a sophisticated work style can have a full and healthy smile. It allows us to express love, joy, comfort and affection; It can make strangers become friends and strangers help each other.
There are three kinds of smiles:
The first kind is sincere smile. This kind of smile is from the heart, without artificial expression, and sincere smile can make people feel dependent.
second, pure smile. Imagine a baby's smile, first from the eyes, and then slowly spread to the whole face. The whole expression makes people feel natural. This is the most infectious smile, without any complicated thoughts, just a simple action against the inner feelings.
third, a warm smile. It comes from the coordination of brow, body and mood. We can often see beautiful models on the cover of magazines, but they don't feel kind. The reason is very simple. If we cover their smiling mouths, we will see a pair of indifferent eyes. The expression of a face should be harmonious and unified, so as to make people feel kind.
Manners and manners of aviation service personnel
Pay attention to personal image. Dress in accordance with the norms, wear uniform and neat work uniforms when going to work, do not dress too fancy, and be steady and generous in appearance. Men's faces should be kept clean, without beards or long hair, and their mouths should have no peculiar smell. Women's makeup should be elegant, fresh and natural. The language is civilized and decent, and the tone is kind and soft when communicating with passengers. Avoid swearing or insulting words.
serve the passengers warmly. Before departure, do a good job in safety precautions and prompting the public code of ethics. When arriving at the station and the station, take the initiative to use Putonghua to accurately and clearly inform passengers of the arrival name, and long-distance transportation should also inform the arrival time. In case of old, young, sick, disabled, pregnant and other special passengers, take the initiative to help with the consent.
remind passengers to grasp, hold and fasten their seat belts in time when the vehicle turns, the flight opportunity is bumpy and the ship encounters wind and waves. In case of emergency, first protect the personal safety of passengers. When passengers have disputes and quarrels, they should be persuaded in time and effectively.
keep the vehicles clean and tidy. Place large luggage items in the luggage compartment and on the luggage rack. Regularly clean up the post environment, keep its doors and windows, seats, walkways and handrails intact and clean, and regularly disinfect and check its ventilation and air conditioning facilities to ensure normal operation and provide passengers with a good riding environment.
pay attention to driving safety. When driving, you should obey the traffic rules and be courteous, so as to ensure the safety of passengers and other vehicles and pedestrians. Railways, ships and subways should obey unified dispatching to ensure safe operation; Pay attention to the safety of passengers when vehicles enter the station and ships dock to open and close the doors, so as to prevent people from being injured by pinching or pushing.
When talking with passengers, you should be full of energy, have a natural and generous expression, be pleasant, smile, look at each other gently.
etiquette for air service personnel to deliver articles
etiquette for delivering articles: the upper body leans forward slightly, eyes are fixed on the passenger's hands, and the words are submitted in the positive direction, and the hands are delivered, with care. If you need a customer's signature, you should open the pen cover, gently hold the pen with the thumb, forefinger and middle finger of your left hand, and hand it to your right hand. When delivering articles, hand them with both hands; Items handed to customers should be delivered directly to customers.
the basic principle of handing over items is to behave with respect for others. Giving or receiving things with both hands shows respect for each other. However, if you don't need to use both hands on a specific occasion or when things are too small, you are generally required to hand over items with your right hand.
methods and precautions for handing items: when handing sharp items such as pens, knives and scissors, you should hold the tip in your hand, not pointing at the other side.
the importance of aviation service etiquette
as a norm, aviation service etiquette is a code of conduct for flight attendants, which specifically refers to a set of code of conduct for all service links of flight attendants in the cabin, from welcoming passengers to board the plane and communicating with them, to providing meals and drinks during the flight and providing special services for special passengers. The importance of aviation service etiquette is mainly reflected in:
1. It helps to improve the personal quality of flight attendants;
2, help to respect the passengers;
3. It helps 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.
Handshaking etiquette of aviation service etiquette
Handshaking must be based on the natural wishes of both parties and cannot be forced. In principle, ladies, elders and important people should extend their hands first to show friendliness. On the other hand, they can only reach out and shake hands at this time, and the time is about one second. Don't hold each other's hand all the time, and the handshake strength must be moderate. Too heavy makes people uncomfortable, too light makes them lose control, and you can quickly understand it by paying attention to how others hold it.
Of course, you can't hold each other's single hand with both hands, and others will look and feel very strange. If a man wears gloves, he must first take off the glove he wants to shake hands with, and then put it on after shaking hands.
Taboo to shake hands:
Don't shake hands with others with your left hand.
don't rush to shake hands.
don't wear gloves when shaking hands.
don't wear sunglasses when shaking hands.
don't put your other hand in your pocket when shaking hands.
don't shake hands with something in your other hand and refuse to put it down.
don't shake hands with a straight face and say nothing.
don't make a long speech when shaking hands.
don't just hold each other's fingertips when shaking hands.
don't just hand the other person a cold finger when shaking hands.
don't pull the other person's hand over and push it over when shaking hands.
don't shake hands with others with dirty or unclean hands or with infectious diseases.
don't wipe your palm immediately after shaking hands.
don't refuse to shake hands with others.
Talking Etiquette of Aviation Service Etiquette
When talking in social occasions, you should find out the identity of the other party so that you can talk appropriately and pertinently.
Foreign contacts and conversations should be natural and kind. When talking with foreign guests, you should face the foreign guests instead of the translators. Listen carefully when the other person speaks, don't look around and look at your watch frequently.
don't use too many gestures when you speak. Don't talk too loudly so that the other party can hear you clearly.