“山茶花”是怎樣煉成的

◇ 文 |本刊記者圖|

在2018年12月28日，重慶航空開通重慶直飛科倫坡航班，一群穿著旗袍的空乘人員乘坐首航航班，將重慶女孩的熱情帶到了遙遠的熱帶島國。這群重慶女孩們有一個共同的名字——“山茶花精英乘務(wù)組”。

這個乘務(wù)組既稱精英，又能夠以重慶市花“山茶花”為名，顯然個個業(yè)務(wù)技能精湛，多才多藝。

On December 28, 2018, Chongqing Airlines launched direct flights from Chongqing to Colombo.A group of flight attendants wearing cheongsam took their maiden flight, bringing the passion of Chongqing girls to the remote tropical island.Chongqing girls in this group share one name--"Camellia Elite Cabin Crew".

This crew is called elite and named after the Chongqing's city flower "camellia", obviously indicating that they possess exquisite skills and they are multi-talented.

“山茶花”的晉級之路

Steps to Become a Member of “Camellia”

山茶花精英乘務(wù)組的主要任務(wù)，是執(zhí)行重要保障航班、首航航班、精品航班、重大節(jié)日活動航班等。憑借著出色的業(yè)務(wù)技能，不斷將重慶航空的品牌深入到每一個乘客心中。

要成為一朵“山茶花”，并不容易。精英乘務(wù)組成立一年多，眾多的空乘人員中，也只有63名空乘人員成功入選。

進入山茶花精英乘務(wù)組，要經(jīng)過嚴格的考驗，除了本人自愿，還需要由各分部推薦，接受服務(wù)崗的審核和面試。審核包括此前的一年內(nèi)有無有效投訴，有無人為原因的不安全事故和行政處罰扣分等等。

而在經(jīng)歷重重考驗、成為“山茶花”之后，一旦連續(xù)12個月內(nèi)出現(xiàn)乘務(wù)員原因有效投訴、人為原因不安全事件、行政處罰扣分等；連續(xù)6個月內(nèi)出現(xiàn)2單（含）以上乘務(wù)員服務(wù)原因有效差評；近半年內(nèi)因安全、服務(wù)、運行、行政等方面出現(xiàn)問題接受崗位降級或曾降過級處罰；年度病假累積達到30天以上……碰觸到這些淘汰條款，就將退出“山茶花”的隊伍，只能等待滿足考試條件后，再次申請。

The main task of the Camellia Elite Cabin Crew is to provide services to important guarantee flights,maiden flights, premium flights and flights for major festivals, etc. With excellent and professional services from the cabin crew, Chongqing Airlines has become a well-known brand among passengers.

Yet it's not easy to be a "Camellia". The Elite Cabin Crew has been built for more than a year, with only 63 flight attendants selected from numerous candidates.

Besides willingness, candidates for the Elite Cabin Crew are required to pass strict selection process, submit recommendation letter from divisions and receive reviews as well as interviews from the service post. The review will examine whether the candidate received complaints a year before or not and whether her performance' scores were deducted due to man-made security accidents and administrative punishment.

After being a member of "Camellia", the flight attendant in this group still risks being eliminated from the group if she has following behaviors∶Receiving valid complaints and having performance scores deducted due to man-made security accidents or administrative punishment within 12 months in a row; Receiving 2 or more valid bad comments about poor services within 6 consecutive months;Being demoted due to safety, service, operation,administration and other problems within half a year or being demoted as a punishment; Taking annual sick leave that accumulates to more than 30 days...After being eliminated from the "Camellia"group, candidates can't apply for the position until she passes all qualifications.

生活中的“山茶花”也有活潑俏皮的一面

精益求精的“山茶花”

The “Camellia” Group Who Pursues Excellence

在成功入選山茶花精英乘務(wù)組以后，各種提升隊員業(yè)務(wù)水平的培訓(xùn)也會接踵而至。

近年來，重慶航空一直在打造“美麗客艙，心致行美”的文化理念，“山茶花”們需要在乘務(wù)員的基本技能之上，對于業(yè)務(wù)技能的掌握更為精準。比如語言方面要更能根據(jù)場合，靈活選擇說話方式，比如飛機上客艙燈光如何進行更為精細的把控等。

按照山茶花乘務(wù)組的要求，全體組員需要時刻從旅客感受出發(fā)，關(guān)注旅客需求提升服務(wù)品質(zhì)。在服務(wù)中要求每位乘務(wù)員要做到“開口前服務(wù)”，即從旅客的一個眼神、一個動作、一個表情捕捉服務(wù)信息，把服務(wù)做在旅客開口之前，并針對不同的旅客，提供個性化的細微服務(wù)，給旅客帶來“舒心”之旅。

山茶花們的專業(yè)技能培訓(xùn)，還包括國際禮儀、溝通技巧等方面，甚至去年12月還專門進行了一場葡萄酒品鑒，目的就是多方面提高素質(zhì)技能，通過不斷提升自我修養(yǎng)與內(nèi)涵，提升服務(wù)品質(zhì)。努力營造高貴、典雅、團結(jié)、活力的班組文化氛圍，提升組員的服務(wù)技巧，在航班服務(wù)過程中更好地展現(xiàn)重航客艙空乘人員專業(yè)優(yōu)雅的風(fēng)采。

此外，“山茶花”們還會有實戰(zhàn)練習(xí)，每個月都會組織一次國際航班或高原航班的集中飛行，讓“山茶花”們能夠?qū)W以致用。除了“老帶新”這樣的常規(guī)學(xué)習(xí)模式外，飛行結(jié)束后，還會開展針對性的指導(dǎo)。

“山茶花”們在日常飛行中，會分散到各個乘務(wù)組中，精湛的服務(wù)技能也會對日常的乘務(wù)工作起到帶動作用，這也讓乘務(wù)組通過以點帶面的方式促進服務(wù)水平全面提升。

Various performance-enhancing trainings will come on the heels of the participation of the Camellia Elite Cabin Crew.

In recent years, Chongqing Airlines has been working on the concept of "Beautiful Cabin Crew with Warm-hearted Services". That requires flight attendants to gain more professional skills on top of basic skills. For example, they are required to talk to passengers in a more appropriate way according to different circumstances. And they should know when to adjust the light in the cabin according to customers' needs.

在一些首飛航班上，“山茶花”們會以一身旗袍亮相

The standards of "Camellia" require its members to stand in customers' shoes in every thing she does and pay great attention to customers' needs and improve service quality accordingly. Each flight attendant is required to "provide timely services even before the customer asks". That said, the flight attendant should be able to read customers'intentions from their eyes, moves and facial expressions, and provide personalized services to customers accordingly so that customers can enjoy a warm-hearted travel experience.

The professional skill training for the "Camellia"touches upon various fronts, like international etiquette and communication skills. A Wine Tasting was held in last December with an eye on improving the quality and skills of attendants in various aspects and enhancing service quality through continuous self development. The "Camellia" group works to build a cultural atmosphere featuring nobility,elegance, unity and dynamism and seeks to improve the service skills of team members so that they can show the elegance and professionality of Chongqing Airlines during the entire flight.

In addition, "Camellia" members are offered chances to apply what they've learnt into practice,with an international flight or intensified flights like plateau flight being scheduled each month. On top of regular leaning model of "the old guiding the novice", tailored guidance will be provided after a flight.

During daily flights, members of the "Camellia"will be distributed to each crew. With professional and high quality services, they would act as role models for other attendants to follow, greatly boosting the quality of services provided by all flight attendants.

空中飛舞的山茶花

The “Camellia” in the Sky

“山茶花”們個個形象氣質(zhì)與經(jīng)驗技能兼具

憑借出色的業(yè)務(wù)水平，“山茶花”們在一年多的時間內(nèi)，已經(jīng)多次執(zhí)飛重要航班。在去年的大型節(jié)日中，山茶花乘務(wù)組都出色完成了任務(wù)。

在去年春節(jié)主題客艙活動中，副組長王雪帶班，在前往三亞的航班上圓滿完成了機上航班活動。全體機組成員別出心裁地向乘坐航班的每一位旅送上了一千個祝福、一千個心愿，讓旅客在飛行中也能感受到節(jié)日的氛圍。今年春節(jié)，主題客艙活動還會繼續(xù)。

重慶航空“會員日”的航班活動中，重慶航空攜手貓眼電影APP在會員專享日里，為從杭州前來重慶的乘客們，組織了別開生面的“悅·春”主題活動。

重航首架A320neo正式入列并進行首飛的時候，山茶花精英組執(zhí)行了本次航班任務(wù)。為了更好地提升旅客們乘坐新型飛機的體驗，山茶花精英組特別為旅客準備了主題航班活動，并為乘客調(diào)制了木棉特飲和空中茶苑特色飲品。

除了執(zhí)行飛行任務(wù)，多才多藝的“山茶花”們也為公司掙來了不少榮譽。

在南航集團“美麗客艙，心致行美”的決賽中，山茶花精英組乘務(wù)員趙秋悅，通過專業(yè)的職業(yè)技能、素質(zhì)、以及良好的職業(yè)形象，經(jīng)過層層選拔、激烈角逐，在此次比賽中，榮獲了“南航美麗客艙，心致行美十佳形象大使”的榮譽稱號。

在南航舉辦的“桃李杯”舞蹈比賽中，重航山茶花精英組乘務(wù)員盧婷更是在眾多的競爭者中拔得頭籌，榮獲“一等獎”。

一年以來，山茶花精英乘務(wù)組的品牌已悄然打響，這也有助于重航加快實現(xiàn)重慶江北機場旗艦型主基地航空公司目標，讓山茶花精英乘務(wù)組成為重慶航空的一張靚麗名片，面向社會推廣，增加輿論影響力和群眾辨識度。

山茶花精英乘務(wù)組負責(zé)人嚴維介紹，在后期，山茶花精英乘務(wù)組還將定期開展主題團建日活動，并準備制作一系列帶有山茶花標識的胸花、名牌、服裝等，以提升精英組組員的辨識度。而“山茶花”們對自己的要求，更是沒有最好，只有更好。

With remarkable professional skills, the "Camellia"has served many important flights in more than a year.The Camellia Cabin Crew delivered perfect performance in last year's major festivals.

In last year's Spring Festival cabin activity, deputy group leader, Wang Xue, led the crew successfully completed the activities on the flight to Sanya. The entire crew came up with an unique and creative idea of giving one thousand blessings and wishes to each passenger, allowing passengers to feel the happiness of the festival during the flight. The theme cabin activity will still be held at this year's Spring Festival.

In the flight activity of "Membership Day" of Chongqing Airlines, the carrier organized an unique"Happy · Spring" activity for passengers coming to Chongqing from Hangzhou with Maoyan Movie APP.

The Camellia Elite Group carried out the mission when the first A320neo of Chongqing Airlines was officially launched for its maiden flight. In order to enhance passengers' flying experience in the new aircraft, the Camellia Elite Group prepared themed flight activities especially for passengers, and prepared kapok special drinks and special tea for passengers.

Besides from completing flying missions, the multi-talented "Camellia" group has also earned reputation for the company.

With professional skills, quality, and a good professional image, the attendant Zhao Qiuyue, a member of "Camellia Elite Cabin Crew", was awarded the honorary title of "Top 10 Image Ambassador of Warm-hearted Services from Beautiful Cabin Crew of China Southern Airlines" in the finals of "Beautiful Cabin Crew with Warm-hearted Services" held by China Southern Airlines, after strict selections and fierce competition.

In the "Tao Li Cup" dance competition held by China Southern Airlines, Lu Ting, a member of the Camellia Elite Group, won the "first prize" among numerous competitors.

Over the past year, the Camellia Elite Cabin Crew has been well recognized by customers, which gives a strong boost for Chongqing Airlines to become a flagship carrier in Chongqing Jiangbei Airport.Additionally, the Camellia Elite Cabin Crew will also become a particular icon for Chongqing Airlines by promoting it to the general public and increasing its influence.

Yan Wei, the head of Camellia Elite Cabin Crew,introduced that in the future, Camellia Elite Cabin Crew will also regularly carry out themed group building activities and enhance the identification of elite crew members by providing them with camellialogo corsage, name badge and clothing. The "Camellia"members never let themselves rest till their good is better and their better is best.