高維微

今年剛滿21歲的田佳鑫，大學(xué)畢業(yè)后就進(jìn)入了重慶航空，成為一名空乘。別看她初入職場，在重慶航空可是小有名氣的，因?yàn)檫@個(gè)“零零后”空姐，在一趟航班上就收到了六封實(shí)名表揚(yáng)信。

這得益于田佳鑫的“空中義務(wù)導(dǎo)游服務(wù)”。為了更好地和乘客溝通，做好服務(wù)，她會主動(dòng)尋找那些來重慶旅游的乘客，為他們介紹各個(gè)景點(diǎn)，遇到自助游的乘客，還會主動(dòng)幫乘客確認(rèn)攻略的合理性。有一次，在遇到一群結(jié)伴來重慶旅游的吉林乘客時(shí)，田佳鑫不僅幫他們調(diào)整了游覽洪崖洞的時(shí)間，還推薦他們從千廝門大橋上俯瞰洪崖洞。最后，她還給乘客提供了一些性價(jià)比較高的餐廳。

田佳鑫專業(yè)真誠的推薦，讓這群乘客贊不絕口。田佳鑫借機(jī)來了一句：“如果姐姐們真心覺得我好，我們公司是有表揚(yáng)渠道的喲?！背丝蛡儽惶锛仰味旱煤荛_心，當(dāng)場說絕對要好好表揚(yáng)。就這樣，在那趟航班上，田佳鑫一共收到了六封表揚(yáng)信。

田佳鑫說：“很多乘客其實(shí)并不知道我們有表揚(yáng)渠道，把渠道告訴乘客，工作做得好，坦蕩接受表揚(yáng)，我覺得挺好的?！?/p>

其實(shí)剛進(jìn)職場時(shí)，田佳鑫和所有職場新人一樣懵，總感覺無所適從。那個(gè)時(shí)候，田佳鑫師父胡箐的一句話點(diǎn)醒了她，“空乘的工作，有固定流程，核心就是照章操作，要想干出成績，就要在看不見的地方下功夫?！?/p>

師傅的話成了田佳鑫打開職場之門的金鑰匙，她甚至把這句話貼在床頭奉為座右銘?！霸陲w機(jī)上，我會四處找活兒干。有我在的地方，不用任何人提醒，我都會搶著干最重的體力活?！闭f到這里，田佳鑫有些嘚瑟，“一些和我同時(shí)進(jìn)入重慶航空的同學(xué)，進(jìn)入狀態(tài)可慢了，到現(xiàn)在還有些懵?！?/p>

進(jìn)入航空公司以來，田佳鑫喜歡關(guān)注公司的績效表。她會牢牢記住排名靠前同事的名字，以便在執(zhí)飛時(shí)作為學(xué)習(xí)的對象。田佳鑫發(fā)現(xiàn)，正如師傅所說，所有服務(wù)都有固定流程，大家做的工作其實(shí)差不多，差別體現(xiàn)在服務(wù)中和乘客的溝通上，所以這才有了她的“空中義務(wù)導(dǎo)游模式”。不過她也坦言，搭訕其實(shí)也很考眼力，絕對不能打擾到那些正在休息或準(zhǔn)備休息的乘客。

和田佳鑫說話很放松，她總是直接而坦率，既能營造良好的氛圍，把人逗笑，又不至于直接得讓人尷尬，“這可能和我的個(gè)人性格和職業(yè)性格有關(guān)?！碧锛仰握f，工作上她的目標(biāo)是做一個(gè)“最沒有個(gè)性的空乘”，生活上想做個(gè)“拽拽的”時(shí)尚女孩。

Tian Jiaxin， who just turned 21 this year， joined Chongqing Airlines after graduating from college and became an air hostess. Although this Generation Z girl was a newcomer， she was famous in Chongqing Airlines， because she received six real-name commendation letters in one flight.

These letters showed thanks to Tian Jiaxin’s“Air Volunteer Tour Guide Service”. To better communicate with passengers and provide considerate service， she took the initiative to find those who come to Chongqing to travel， and introduced them to the scenic spots. When she met self-care travelers， she also offered her help to see whether their travel plans were reasonable. On one occasion， Tian Jiaxin met a group of Jilin passengers who came to Chongqing to travel together. She not only helped them adjust the time of visiting Hong Ya Dong， but also recommended them to overlook Hong Ya Dong from Qiansimen Bridge. She also recommended some restaurants with high-cost performance.

Tian Jiaxin and her professional and sincere recommendations were praised by this group of passengers. She took the opportunity and said： “If you really think my service is good， our company has praise channels.” The passengers were amused by Tian Jiaxin and said on the spot that they would definitely praise her. So Tian Jiaxin received six letters of commendation on that flight.

Tian Jiaxin said： “Many passengers don’t know that we have praise channels. I think it is good to tell them about the channels since I have done a good job. I deserve their praise.”

In fact， when she just joined the company， she was as confused as all greenhands and always felt at a loss. But her master Hu Jing’s words inspired her，“The flight attendants have a work routine， and the core duty is to operate according to routine. If you want to make a difference， you must work hard in details ignored by others.”

Master’s words became the golden key for Tian Jiaxin to be an outstanding air hostess， and she even put them on the bedside as her motto. “On the plane， I look around to see if I can help. I was always eager to do the heaviest physical work， without any reminder.” Speaking of which， Tian Jiaxin was proud of herself. “Some peers who joined Chongqing Airlines together with me are slow in getting the hang of the work， and they are still a little confused.”

After joining the airline company， Tian Jiaxin always checked the company’s performance table. She bore the names at the top in mind， so as to learn from them when flying. Tian Jiaxin found that， as her master said， all services have a routine， and everyone does almost the same work. The difference is reflected in the communication with passengers when providing services to them. Therefore， she created her “air voluntary tour guide mode”. However， she also admitted that chatting up requires observation， and she must not disturb those passengers who are resting or preparing to rest.

It was very relaxing to talk with Tian Jiaxin. She was always straight-forward and frank. She not only created a good atmosphere and made people laugh， but also never directly embarrassed people.“This may be related to my personal character and professional character.” Tian Jiaxin said. Her goal at work is to be an “air hostess with the least ego” and her goal in life is to be a cool and stylish girl.