Ground handling summary 1
/kloc-September 0/3 to/kloc-September 0/6 to study the quality service management course of civil aviation passenger transport in * *. The course is taught by industry professionals at home and abroad, including the whole process management of civil aviation passenger transport quality service, the operation and management mode of ground handling service in * * airport, the global trend of ground handling industry, the quality service mode of Singapore airport, ground handling quality service and ground handling best practices from the perspective of airlines, etc. The course begins with the management of ground service.
Systematically understand the development direction and specific examples of ground handling. During my study, I exchanged studies with some colleagues and visited the ground service company of * * airport. Some new ideas and the practices of my brother units are very inspiring to me. Now I will introduce some of the main spirits and experiences I have learned as follows:
I. Development trend of ground services
Ground handling service is an industry developed by airlines and workplaces, which complements the development of airports and companies. Compared with airline services, ground services have more links, less professionalism and more complicated handling of passengers. Therefore, ensuring ground service plays a more important role in enhancing the image of civil aviation.
The development direction of ground handling service is also towards specialization, which includes two aspects: first, the professionalism of support means, that is, the high level of business skills; The second is the integration of networks. Swiss company swissport, founded in 1996, is the largest ground service company in the world, with more than 2 1000 employees. Now it has established its own ground service company in the global 180 airport, serving 40 countries, and has branches in Singapore, Manila and Hong Kong in Asia. At present, it has been in contact with China's civil aviation system and will enter the domestic field when conditions are ripe.
From the company's point of view, especially non-base airlines, they hope to have a relatively neutral, networked ground service company that can strictly implement their standards. From the perspective of expanding global business, they also hope to outsource this part of their business and focus on the company's core business. At present, in some (especially foreign) ground handling companies, ground handling service has been taken as the core extension of agency airlines, which implements personalized service in standards and provides simple and efficient service processes in means. Even in terms of dress, a company will have corresponding uniform clothes.
As can be seen from the above: First, outsourcing ground services is to make ground services more professional; Second, from the perspective of airlines, if conditions permit, we do not want to hand over ground handling services to competitors in the same industry (that is, airline agents); Thirdly, with the networking of ground services and the entry of international ground service companies, its network layout has considerable advantages; Fourth, we should cultivate the core competitiveness of airport ground services (the core competitiveness of ground services lies in quality, creativity, efficiency and response).
Second, some concepts of ground service
The quality of ground service is not mainly a means, but an idea. Similarly, at domestic airports, you introduce new measures this year and he will introduce new measures next year. Today, with the development of information technology, some new methods and measures can be promoted at the airport immediately, but if the concept is not improved, we may always lag behind others and the market.
1, ground service managers should always know the needs of passengers. This is not a new concept. The main reason is that we lack the means to understand the needs of passengers, and set quality goals or target space for these needs (for example, as the Singapore airport with the highest service quality, their passenger satisfaction rate is 90%, while we want 98%. Whether it can be done or not is one thing, and how to do it certainly lacks scientific and strict evaluation standards. We have not turned these goals into practical standards.
2, to correctly authorize employees. Employees are the first to contact passengers, and they are willing to get recognition for their services from their jobs; Similarly, passengers want to respond quickly to the requests made. From my own work for a period of time, many problems can be solved. First, it depends on whether employees can respect and understand passengers, give them a reasonable explanation and give them a direction; The second is to give corresponding authorization. These authorizations mainly deal with authority, such as using the property of the department, directing other personnel and providing corresponding services in an emergency. Ground handling service is a highly flexible emergency service, and whether the authorization is correct or not affects the service quality. Correct authorization is also to encourage employees to solve problems independently and improve service level.
3. The management must be hands-on. This is from the service point of view. Hands-on doesn't mean you have to do a lot of things yourself, but you have to do it yourself on some specific important issues, but you can't know why, especially the crux of some problems, the research of directional problems, and the sudden safety and service quality problems all need to be on the scene at the first time. Managers need to set aside some time to think about problems, but the accumulation of these problems needs a process and needs to be done by themselves. Mr. Huang, the operation manager of Hong Kong Airport Ground Service Company, has been doing ground handling for nearly 30 years, which is also one of his experiences. Some problems don't know how to deal with them without personal experience, or the results are not satisfactory. "The quality service before 20xx is not a good service today."
4. Simplify customer service procedures. In order to make some security services more detailed, some of our work has become more and more rigorous and complicated in procedures, which is the product of airport development and beyond reproach. However, we should not treat passengers as civil aviation professionals, but let them enjoy ease and efficiency, just like the first inquiry responsibility system we introduced. Once passengers have needs, we can immediately give guidance and answers. Simplifying service procedures involves a process reengineering problem, and the forms of reengineering are: cleaning, simplification, integration and automation. For example, automation, according to the development of the situation, we can do it with automatic check-in counters.
Passengers go through the formalities independently, which also saves manpower and adapts to the needs of airport development.
5. Professionals and excellent airports. Our airport has developed rapidly, but there is no denying that the training and introduction of talents have not met the needs of current development. In the communication with teachers and peers, I feel very inferior. I am still saying that there are not enough people, and others are already saying that there are not enough talents. The gap between them can be imagined. On reflection, some problems need our attention: our leaders have good ideas, why are there no better ways to implement them? Our training and study are very good. Why do we always have to go out? But after we come back, why can't we make higher progress in our work than visiting the airport we studied, but just keep pace with the times and always lag behind the needs of the times? Why can't our employees be proud when our system is introduced? When talking with my colleagues at Fuzhou Airport about salary, he told me that their check-in staff (medium and long-term contract workers) are only a little more. Although their salary is not high, their confidence is stronger than ours. They are also full of hope after holding the * * airport, and agree with the management mode of * *. Just like China compared with foreign countries, our architecture can catch up in a period of time, but it takes more time to catch up with our ideas and concepts. Of course, from the service point of view, it is necessary to have enough personnel.
Third, the service of our airport is defective.
Services include four items: supporting facilities, auxiliary items, explicit services and implicit services. Supporting facilities refer to resources that provide services, such as airports; Auxiliary items refer to the selection of components provided, such as automatic check-in counters; Explicit service refers to visible benefits, such as service quality; Implicit service refers to the psychological benefits or external characteristics that customers can feel, such as safety. Of course, our airport also has many advantages of its own, such as the permeability of the airport, better broadcast sound quality and so on. Because it is learning experience, you can report your own shortcomings more so as to make better progress. From the above four aspects of services combined with visiting the airport, I concluded that our services mainly have the following defects:
1. The information in the terminal is not obvious. If a passenger arrives at our airport, it is difficult to know which check-in counter his flight passes through, and he needs to ask at the check-in counter. The small screen is not enough to attract their attention. In fact, we have a big screen display in the external value inquiry, but passengers seldom pay attention to it. For another example, after the passengers arrive, our guide signs are just symbols, and there are no specific Chinese and English prompts. Our signs are on the isolation doors, not positive prompts. Without guidance, the first passenger may not know where to go when he gets off the plane. The airport posted a sign of "Passenger Service Center" at the information desk, but the service content is still lacking. Compared with the empty terminal, the standardized hanging signs are still relatively small, which makes it difficult to concentrate passengers' eyes.
2. Insufficient humanized facilities. Carefully observe the relevant facilities of * * airport, and some facilities can be placed for our reference. Except for some hanging signs, general information notices are placed in a relatively low position, based on the height that human eyes can look up to, such as the LCD screen for flight information display; The display color of the monitor is also clearly divided, unlike our unified red; There are some seats in the departure hall for passengers to rest and wait, but we have few seats. Of course, this has something to do with our design concept. We hope that passengers can rest in the isolation hall as soon as possible, but this just reveals that we have no people-oriented thinking. Most of the seats used by employees are flat, which can reduce the degree of fatigue at work. Although our seats are beautiful, they are really uncomfortable to work.
3. Passengers can't feel the standardization and quality of our service. To tell the truth, I feel the same way after getting to know other colleagues. The stewardess is in charge of a flight alone, and it is difficult to communicate with passengers in a short time, but she always feels that her ugly face really affects the quality of service. If everyone is engaged in the service industry, you can take a closer look. Each operator's body and language are different and lack of professional training. Of course, training is not only the training of standardizing language and body movements, but also the training of psychological endurance and language skills.
4. There are not many personalized services. Special holidays and large-scale activities can provide some special services, but they still need long-term special services. For example, the pre-flight communication service, land-air transshipment service and special passenger blanket for flight delay launched by * * airport have not been done enough.
5. Mobile services are relatively lacking. Except for the guiding posts, which can sometimes flow, other posts are relatively fixed. Faced with a large number of mobile passengers, it will appear that the service is passive. No matter from * * airport or Hong Kong airport, their ground staff have floating personnel in the formalities hall. The main task is to solve the problem of guiding and guiding passengers, and report the situation of special passengers to the staff in the next process, so that passengers can realize that someone at the airport has been paying attention to them.
6, need to adopt some new equipment and facilities. The automatic check-in counter mentioned twice before also came into being to meet the needs of the development of the situation. On the one hand, it can improve the service level of the airport, on the other hand, it can also put the service work on the specific special circumstances of passengers and make more time to communicate with passengers. * * The image scanning system used in airport security inspection is very good for ensuring safety, and it is also very helpful for finding fewer passengers in the next paragraph. There is also an automatic printing system for luggage labels to ensure maximum error-free. Of course, the adoption of new equipment and facilities should be consistent with the financial resources of the airport.
7. The safety level should be improved. When I say safety here, I don't mean the specific link of safety, but look at our safety guarantee ability from the perspective of passengers. Passengers don't want to see our confusion in safety management. Their safety awareness mainly comes from the professional quality of our safety practitioners, such as the identification ability of safety operators, whether they can find out the prohibited items they accidentally bring. Another point comes from their confidence in airport security, such as regular security patrol personnel and security inspection at the entrance of the bridge. Will bring them a certain sense of security. For example, at our bridge entrance, if the flight is delayed, the service personnel can't control (in fact, it is more difficult to control) the boarding order of the personnel, which can't help but make the passengers feel insecure. Here, I hope that our bridge entrance security personnel can check whether they can go forward to the boarding counter (this is in line with the regulations, because it will lead to no one at the bridge entrance and it is impossible to monitor the bridge entrance).
Four. Experience and suggestions
1, it is necessary to increase the management ability of managers. The safety of a unit is not a bad thing, but from the perspective of development, if it falls behind, it will have an impact on the overall development of the next team and the airport. Middle managers should not only have the ability to consider problems from the top, but also have the ability to solve problems creatively. Creativity is specifically mentioned here. One is to innovate, the other is to be highly advanced, and the third is to be long-term. Without high and long-term freshness, such as a flash in the pan, core competitiveness cannot be cultivated; A high degree of novelty and long-term will also make employees lose the motivation to execute; In the long run, there is no freshness and height, and it will only become more and more backward.
2. Care for employees and pay attention to growth. The process of service is the product, and the delivery of service depends on each employee. If employees feel physically and mentally exhausted, it is hard to imagine that employees can still have full enthusiasm to do a good job in service. According to the communication with some airport colleagues and service personnel, the salary level of our employees is not much lower than theirs. An important factor is that there is no development. Of course, development is dialectical, that is to say, there is no pressure of backwardness, which is only our biggest drawback.
3. In terms of improving service quality, we should first focus on explicit service. First, solve the problem of standardized service, so that the greetings, guidance, tips and attitudes of staff can be improved; Second, if conditions permit, increase mobile service personnel and concurrently serve as full-time flight delay personnel; Third, establish effective information communication channels and publish information efficiently and accurately; Fourth, continue to increase internal training, such as service skills training and air traffic control knowledge training, so that passengers can get a welcome and understandable feeling from the staff.
4, study the performance appraisal scheme, under the premise of policy permission, use the corresponding indicators to assess employees.
5. Give full play to the role of section chief and team leader, and give reasonable authorization to section chief, team leader and employees.
Summary of ground crew work II
Airport ground handling is a very important additional service, which has appeared in civil and military air stations at all levels since the air transport business and the operation and construction of major air stations. It is closely related to the operation of the air station and indispensable. All military, commercial and civil aircraft require ground handling services. From the time the plane enters the apron to the time it leaves the apron and enters the taxiway, all logistics services during this period are within the scope of the airport ground staff, such as water supply, oil supply, passengers getting on and off the plane, luggage handling, aircraft catering and loading, fuselage cleaning, garbage disposal and so on.
The ground crew consists of two parts: the airport and the airline. These include: secretary, administration, IT, accounting, personnel, planning, art design and other departments, as well as aviation management department, passenger transport business department, air transport department and so on.
Ground handling services broadly include all kinds of services provided by airports, airlines and their agents for passengers and shippers, as well as services provided by air traffic control, aviation oil companies and aircraft maintenance enterprises for airlines. In a narrow sense, it refers to all kinds of services provided to passengers by airlines, airports and other related institutions, such as: security inspection service, airport building inquiry, telephone inquiry, flight information release, broadcasting, answering passengers' complaints, check-in service, luggage service, joint inspection service, guidance service, terminal business service, etc.
In terms of work content, domestic airline services include passenger registration at the airport counter, identification, luggage weighing, seat allocation and ticket issuing, guiding passengers to go through customs clearance, boarding and providing broadcast service in the waiting room, reminding passengers to board the plane in time, providing VIP service or broadcasting to find passengers who have not boarded the plane, in addition, service personnel should contact the air kitchen to deliver meals, find lost things and complain about passengers.
The ground crew is the front-line staff of airlines relative to passengers, and needs good service attitude and patience.
Ground crew 3 work summary
Time flies. Before I was a college student, I lived a life of 3. 1 minute every day. Now I have stepped into the society from a college student to work. When I was at school, I was very happy to receive the notice that Guangzhou Airport was coming to the school for an interview. After the initial test and the second test, I said to myself on the day of the interview, "This is a good opportunity. Faced with the current employment pressure, it is difficult to get this job. What's more, Guangzhou, where I study, must work hard! "
Just arrived at Guangzhou airport, everything is new to me, new environment, new face and new pace of life. At first, I was not used to it. The daily arrangement and management are different from those of schools. I slowly learned to adapt to the environment. After reporting to the airport, the manager organized us to train the professional knowledge of civil aviation and the business knowledge of various departments together. The training at the airport is still fresh in my mind, because teachers show us slides with courseware. Explain it to us in combination with the actual situation, but I also learned the professional knowledge of civil aviation at school, and I will feel empty and difficult to understand when I learn it. After a period of short-term training, the manager divided me into various departments and more systematic learning departments. I was assigned to the ground department, and I didn't know at first. But now I fully understand the importance of the service department.
1. Practical purpose
The purpose of this internship is to be familiar with the work of the passenger service department of Guangzhou International Airport Ground Service Company, and to combine the knowledge learned in school with practice through the internship, further expand the professional knowledge in the actual work observation and further strengthen the consolidation of professional knowledge. Understand the rules of Guangzhou International Airport, observe the service work of flight attendants, establish the overall concept of Guangzhou International Airport control work, and initially understand the business situation of ground service companies. After the internship, summarize the personal experience of the internship.
2. Practical content and experience
20xx 10 month, we started our internship life. These days' study and life are our initial knowledge and understanding of the work unit and our tentative contact with the future. The ground service company gives us the first feeling of being at home. Although the leaders take good care of us, they are considerate, and other seniors are quite enthusiastic about us. Through half a year's internship here, we fully realized the responsibility and mission of a waiter from observation and study. According to the distribution, I started my internship first. The feeling of joining the company for the first time is wonderful, full of curiosity but cautious. I am full of curiosity, because I have been longing for this sacred place, and I am cautious because I am afraid of interfering with the work of my predecessors. In the previous training days, I first conducted pre-job training to get a preliminary understanding of the company's basic business and internship content.
2. 1 customer service department
Smiling service makes passengers feel happy, and thoughtful service gives passengers more convenience. Facing the old, weak, sick, disabled, pregnant and other special passengers, we will provide special and thoughtful services, help them carry their luggage, take them through the security check, provide them with wheelchairs, enjoy priority boarding, let them accompany them all the way and feel the care of passengers. One more smile, one more love, one more satisfaction, truly welcome a passenger, call a friend, send a passenger away, and leave a true feeling. Thoughtful service can bring convenience to passengers, and extended service can reflect the true feelings. With the development of economy and the improvement of living conditions, more and more people travel by air. When they enter the huge terminal, they often can't tell the east from the west, which is not only chaotic, but also easy to miss the plane. In this regard, the waiter also enthusiastically helped them, patiently introduced them to the flight process and guided the flight.
Main work
1. Grasp the flight dynamic information, accurately understand the VIP information and boarding requirements of the delivered flights, and arrive at work on time.
2. Responsible for the pick-up and guidance of passengers on inbound and outbound flights.
3. Be responsible for checking the boarding pass of passengers on outbound flights and counting the number of passengers.
4. Responsible for passengers waiting for alternate flights, guiding services and checking the stop signs of alternate flights. And count the number of people who have stopped. If not, report it to the check-in and service dispatching room in time and check it quickly.
5 responsible for the elderly, sick, pregnant and unaccompanied children counseling services. And passengers entering and leaving Hong Kong. Responsible for sending it to the export and giving it to relatives.
6. Standardize the operation of the boarding bridge and timely and accurately dock and evacuate the aircraft.
7. Be careful at work. In case of mechanical failure and emergency, be sure to understand the emergency treatment and report to the on-site command center and service dispatch in time.
8. Be responsible for checking the actual safety instructions issued by the passenger elevator driver for stopping and evacuating aviation.
9. Be responsible for checking whether the passenger elevator car and the aircraft elevator are safely put away and controlling the number of people on the passenger elevator car. Maintain order at the scene.
10. If the flight is delayed or cancelled, be responsible for passenger explanation and guidance.
1 1. Make attendance records and operate strictly according to procedures.
12. Complete other tasks assigned by the superior organization.
"the nine-story platform starts from the base, and the tree is born in the distance." For aviation ground service enterprises, teams and groups are the basic units at the forefront to ensure aviation safety and service quality. It is the fundamental executor to improve operational efficiency and reduce operational costs; It is the basic force to promote the overall comprehensive and sustainable development of enterprises. Building a high-level aviation ground service team is undoubtedly of far-reaching significance to the survival and development of ground service companies.
Work summary of ground crew 4
1. Practical purpose
The purpose of this internship is to be familiar with the position of passenger service department of ground service company of Wuxu International Airport.
Work situation, through practice, combine what you have learned in school with practice, and get the first place in actual work observation.
Gradually expand professional knowledge and further strengthen the consolidation of professional knowledge. Understand the rules of Wuxu International Airport,
Observe the service work of flight attendants, and establish the overall concept and preliminary understanding of the ground handling control work of Wuxu International Airport.
Service company's business situation. After the internship, I summarized my personal internship experience.
2. Practical content and experience
20XX 12 15, we started a six-month internship, which is my study and life.
Students' initial knowledge and understanding of the work unit and their tentative contact with us in the future. The ground service company gave us
Our first feeling is home. Although the leaders take care of us in every way, they take care of us.
Everyone is very thoughtful, and other seniors are also very enthusiastic about us. After six months of internship, they watched and watched.
And learning, we fully realized the responsibility and mission of a waiter. According to the distribution, let's start first.
Internship. The feeling of joining the company for the first time is wonderful, full of curiosity but cautious. Curiosity is due to
In order to yearn for this sacred place, I am cautious because I am afraid of interfering with the work of my predecessors. In front of
During this week, I first conducted pre-job training and got a preliminary understanding of the company's basic business and internship content.
.
2. 1 customer service department
Smiling service will make passengers feel happy, and thoughtful service will bring more convenience to passengers. Old, weak, sick and disabled.
Give special thoughtful and enthusiastic services to special passengers such as disabled people and pregnant women, help passengers carry luggage and lead passengers to pass safely.
Check, provide passengers with wheelchairs, enjoy priority boarding, let passengers be accompanied all the time, and let passengers
Feel the passengers' love bit by bit. One more smile, one more love and one more satisfaction, really.
I have welcomed a passenger, made a friend and sent a passenger away, leaving a true feeling. Diligent service
It can bring convenience to passengers, and the extended service can show the true feelings. With the development of economy and the improvement of living conditions.
More and more people fly. People who fly for the first time often can't tell the difference when they enter the huge terminal.
North and south, not only at a loss, but also easy to miss the plane. In this regard, the waiter also enthusiastically helped them and patiently told them.
Introduce the flight process and guide the flight.
Main work
1. Grasp the flight dynamic information, accurately understand the VIP information and boarding requirements of delivered flights, and abide by the rules.
Arrive at work at a fixed time.
2. Responsible for the pick-up and guidance of passengers on inbound and outbound flights.
3. Be responsible for checking the boarding pass of passengers on outbound flights and counting the number of passengers.
4. Be responsible for waiting and guiding passengers on alternate flights and passing passengers on alternate flights.
Check the stop sign and count the number of people who have passed the stop. If not, report it to the check-in and service dispatching room in time and check it quickly.
.
5 responsible for the transportation and guidance services for the elderly, the weak, the sick, the disabled and the unaccompanied children. In the case of special access
Passengers. Responsible for sending it to the export and giving it to relatives.
6. Standardize the operation of the boarding bridge and timely and accurately dock and evacuate the aircraft.
7. Be careful at work. In case of mechanical failure and emergency, you must know how to deal with it urgently.
Know how to report to the on-site command center and service scheduling in time.
8. Responsible for checking the safety instructions issued by the passenger elevator driver when the plane stops and withdraws.
9. Check the passenger elevator car. Whether the flight ladder should be safely stowed and the number of people on the passenger elevator car should be controlled. maintain
Good order when present.
10. If the flight is delayed or cancelled, be responsible for passenger explanation and guidance.
1 1. Make attendance records and operate strictly according to procedures.
12. Complete other tasks assigned by the superior organization.
"The nine-story platform starts from the foundation soil and is born in the end." For aviation ground service enterprises, this level
The group is the forefront of grass-roots units to ensure aviation safety and service quality; Is to improve operational efficiency and reduce operations.
The basic executor of cost; It is the basic force to promote the overall comprehensive and sustainable development of enterprises. Building high-level aviation
The ground service team is undoubtedly of far-reaching significance for the survival and development of ground service companies. Recently, Nanning Airport
The ground service department of Shenzhen Airlines Airport and the passenger service department jointly launched the service mode of giving priority to rear passengers boarding and stopping.
For flights with covered bridges and more than 90 passengers, the attendant will organize the back passengers to board the plane first in the form of broadcasting.
On the first day of summer and autumn flights, the service modes are mainly Shenzhen Airlines, Shanghai Airlines and Air China.
Pilot implementation of some flights of China Southern Airlines. This service embodies the characteristics of humanization and greatly improves the passenger covered bridge.
The boarding order and the crowded corridor in the cabin shorten the boarding time of passengers and get passengers and airlines.
The company's praise. When conditions are ripe, this service will be fully carried out on all flights originating from Nanning.
Abstract of articles related to ground handling:
1. Work summary of ground crew at the new airport
2. The year-end summary of civil aviation safety ground handling.
3. Company employees' personal work summary and selection
4. Airport employee resume template
5.20 19 model essay on employee's work summary