休息室故事

◇ 文 |本刊記者 高維微 圖| 受訪者提供

在機(jī)場航站樓休息室，總能看到一群穿著制服跑上跑下忙碌的身影。重慶航空公司工作人員李英姿便是其中之一。

李英姿在兩艙（頭等艙和高端經(jīng)濟(jì)艙，編者注）休息室工作了兩年多，從最初的被動(dòng)服務(wù)，到如今主動(dòng)將服務(wù)做到盡善盡美，她和同事們，正讓重慶航空良好的品牌深入到每一個(gè)旅客心中。

In the lounge of airport terminal, you can always see the hustle and bustle of people in the uniform.Li Yingzi, the staff member of Chongqing Airlines is one of them.

Li Yingzi has been working in the lounge of two classes (the first class and premium economy class,noted by your correspondent) for more than two years. From passive service at the beginning to active and perfect service now, she and her colleagues are trying their best to make every each passenger impressed by the Chongqing Airlines' good brand.

休息室里的多面手

All-rounders in the Lounge

重慶江北國際機(jī)場T3航站樓，重慶航空兩艙休息室面積八百多平方米。李英姿和她的同事們要在這里，接待頭等艙、公務(wù)艙以及明珠金銀卡旅客，為他們提供各種服務(wù)。

對(duì)于不了解內(nèi)情的人來說，休息室的工作似乎很簡單輕松，但事實(shí)并非如此。由于輪崗的制度，李英姿和她的同事們，個(gè)個(gè)都練成了多面手。

多數(shù)情況下，到休息室的客人最先接觸的是巡廳崗的工作人員。這個(gè)崗位的人員，要向客人介紹休息室的服務(wù)。此外，這里也相當(dāng)于問詢臺(tái)，旅客的問題都要盡力解決。

而信息工作崗，需要工作人員及時(shí)關(guān)注航班信息，并對(duì)旅客的行程信息了如指掌，隨時(shí)提醒旅客航班的最新動(dòng)態(tài)，提醒他們做好登機(jī)準(zhǔn)備。一旦航班出現(xiàn)延誤等情況，需要及時(shí)為旅客提供其他方案。

此外，李英姿還要負(fù)責(zé)維護(hù)休息室的設(shè)施，比如衛(wèi)生間的紙巾、護(hù)手霜、漱口水等。在休息室，李英姿還要維護(hù)為客人提供的電腦、電視等設(shè)施設(shè)備，一旦設(shè)備有問題，需要及時(shí)送去維修。“有時(shí)候，還要把貨物從安檢處搬運(yùn)進(jìn)休息室?！边@意味著在身兼保潔員、設(shè)備維修員之外，李英姿還要充當(dāng)搬運(yùn)工的角色。這無疑又是個(gè)相當(dāng)費(fèi)體力的工作。

休息室為旅客提供了餐飲服務(wù)，而驗(yàn)收餐飲也是李英姿的職責(zé)。“餐飲是最關(guān)乎形象的細(xì)節(jié)，因此我們對(duì)餐飲的巡視檢查也成了工作的重中之重?！崩钣⒆烁嬖V我們，她和伙伴們?cè)鵀榱吮ＷC食物安全，把所有的綠植搬離了餐飲區(qū)——因?yàn)榫G植上易生飛蟲，飛蟲喜歡飛到食物上。

In Chongqing Jiangbei international airport T3 terminal, the lounge of two classes of Chongqing Airlines is more than 800 square meters. Li Yingzi and her colleagues are here to serve passengers of firstclass, business class and Pearl Club Gold and Silver card holders, providing various services for them.

For outsiders, the work in the lounge seems pretty much easy, yet it's not. The rotation system has turned Li Yingzi and her colleagues into allrounders.

In most cases, the first person that passengers contact when they enter the lounge is a staff on patrol, who will give introductions about services provided by the lounge. That said, the service provided in the lounge is equivalent to that of information desk. People on this position need to do whatever they can to satisfy the needs of customers.

People work at the information desk are required to pay attention to flight information in a timely manner, and know the itinerary information of passengers thoroughly, so as to remind passengers of the latest flight changes at any time, and remind them to be ready to board the plane. Once the delay occurs,they need to provide other solutions to passengers.

In addition, Li Yingzi is responsible for maintaining the facilities in the lounge, such as tissues, hand cream and mouthwash in the toilet. In the lounge,Li Yingzi also needs to maintain the computer, TV and other facilities and equipment provided to the guests. When a problem occurs, the equipment needs to be sent to the maintenance department in a timely manner. "Sometimes you have to carry goods from the security checkpoint to the lounge. "This means that aside from being a cleaner and equipment repairman,Li Yingzi also needs to work as a porter. Undoubtedly,this is a laborious job.

As the lounge provides catering services for passengers, the food inspection work falls on the shoulders of Li Yingzi. "Details are paramount for the catering service. Because of this, we place food inspection high on our agenda. "Li told us that she and her partners once had moved all the plants out of the food court to ensure food safety -- because plants are prone to having flying insects that like to land on the food.

把服務(wù)深入到每一個(gè)角落

The Service in Every Corner

與機(jī)艙服務(wù)不同，地面服務(wù)相對(duì)服務(wù)時(shí)間更長，因此，地面服務(wù)也越來越強(qiáng)調(diào)服務(wù)性。旅客到休息室，就應(yīng)該享受全程的服務(wù)。

剛開始處理服務(wù)問題時(shí)，李英姿說自己很忐忑。不過她漸漸發(fā)現(xiàn)，服務(wù)也讓人與人之間有了更多的溫情。李英姿工作不久，便遇見了一位女乘客，巧的是，在不長的一段時(shí)間內(nèi)，她與這位乘客巧遇了四次——

第一次遇見這位旅客是因?yàn)樗暮桨嘌诱`，盡管李英姿幫助她成功改簽，但乘客依然有些不愉快。第二次遇見這位旅客時(shí)，李英姿一眼就認(rèn)出了她，熱情地向她打招呼，并幫她解決了忘記調(diào)整座位的問題。第三次遇見這位旅客時(shí)，李英姿發(fā)現(xiàn)她面容憔悴，身體似乎不太舒服。李英姿趕緊端來一杯熱水，讓她好好休息，并且在登機(jī)的時(shí)候提醒她。到了第四次，兩人碰面時(shí)，對(duì)方也熱情了起來，主動(dòng)向李英姿打招呼，和她聊天。

盡管是件很小的事情，但李英姿卻逐漸建起了溝通與服務(wù)的信心。如今，每當(dāng)安撫好一個(gè)旅客，她都會(huì)覺得特有成就感。

Unlike cabin service, ground service lasts longer. Therefore, ground service is becoming more and more service-oriented. Passengers are supposed to enjoy the whole service when they arrive at the lounge.

Li said she was nervous and upset when she first started dealing with service problems. Yet gradually,she found that service also brings more warm to people. Not long after she started her career, she met a female passenger, coincidentally, she met this passenger four times in a short period of time——

The first time she met the passenger was because her flight was delayed, and although Li helped her change her flight ticket, the passenger was still a little unhappy.Li recognized the passenger at first sight when she met the passenger the second time. Li greeted the passenger warmly and helped her solve the problem of forgetting to adjust her seat. The third time she met the traveler,Li found the passenger haggard and uncomfortable. Li quickly brought her a cup of hot water, told her to have a good rest and reminded her to board the plane on time.The fourth time when they met, the passenger also began to show her affability and kindness. She actively greeted Li Yingzi and chatted with her.

Although it was a small thing, it helped Li gradually build up her confidence in communication and service. Today, she feels a sense of accomplishment whenever she satisfies the needs of a traveler.

盡最大努力試一試

Try Your Best

為旅客改簽、協(xié)助旅客登機(jī)……這看似普通的背后，需要很多意想不到的努力。

李英姿講述了一段自稱為“奇跡”的經(jīng)歷。

那是一次連李英姿自己都不知該歸為“精彩極了”還是“糟糕極了”的經(jīng)歷。當(dāng)天早早來到單位，正準(zhǔn)備上班的李英姿接到一個(gè)臨時(shí)任務(wù)，幫助一名外籍乘客改簽其它航空公司的機(jī)票，并送乘客登機(jī)。

當(dāng)她看到登機(jī)信息后，腦袋一下就懵了。旅客購買的是聯(lián)程機(jī)票，一旦飛機(jī)延誤，手續(xù)相當(dāng)麻煩。旅客想要順利進(jìn)入下一個(gè)行程，那么改簽的航班就必須比原航班的起飛時(shí)間推遲半小時(shí)以上。而整個(gè)過程，留給她的時(shí)間只有不到一小時(shí)，旅客還有行李要取。通常情況下，取行李就有可能耗時(shí)半小時(shí)。在當(dāng)時(shí)看來，要想順利登機(jī)簡直是件不可能完成的任務(wù)。

此時(shí)，外籍乘客堅(jiān)定地對(duì)李英姿說：“Can we try（爭取一下可好）？”

面對(duì)乘客期盼的眼神，她和乘客商量，如果在半小時(shí)沒取到行李，就放棄原先的計(jì)劃。沒想到，取行李只用了十分鐘。取到行李后，李英姿推著行李和旅客一起狂奔到航空公司柜臺(tái)。辦理改簽手續(xù)異乎尋常的順利，但到安檢時(shí)出現(xiàn)了小意外，乘客被要求開箱檢查。不過，在所有人的通力配合下，迅速找到了問題，原來是行李箱內(nèi)的電動(dòng)牙刷的電池問題。

問題處理完后，讓李英姿沒想到的意外再次發(fā)生。安檢員發(fā)現(xiàn)乘客的登記號(hào)錯(cuò)誤，李英姿趕緊幫他申請(qǐng)更改。過了安檢，李英姿發(fā)現(xiàn)離登機(jī)結(jié)束只剩六分鐘，偏偏登機(jī)口是距離安檢處最遠(yuǎn)的那個(gè)。李英姿記得，當(dāng)時(shí)她和乘客在路上狂奔，甚至引來了旁人的側(cè)目。跑到登機(jī)口時(shí)，時(shí)間只剩下一分鐘。李英姿顧不得乘客紳士般地向她道謝，趕緊把他推上登機(jī)口，這才長舒了一口氣。

Changing passengers' visas or assisting passengers to board...Behind these seemingly ordinary work, a lot of unexpected efforts are required.

Li Yingzi recounted what she called a "miracle"experience.

It was an experience that Li herself didn't know whether to label it as 'fantastic' or 'awful'. One day when Li arrived early at work and started to prepare for work, she received a temporary task to help a foreign passenger change his ticket to another airline and send the passenger to board the plane.

生活中的李英姿如同她的名字一樣，英姿颯爽

Yet her mind went blank as soon as she saw the boarding information. What the passenger purchased was an interline ticket, which means that once the plane delayed, the procedures were quite troublesome.If the passenger wanted to make it to the next leg of his journey, then he must ensure that his rebooked flight was half an hour later than the departure time of the original flight. Yet she was left less than an hour to deal with the problem and the passenger still had his luggage to pick up. Normally, it would take half an hour to pick up your luggage. It seemed impossible to board the plane successfully at that time.

Yet at this point, the foreign passenger said firmly to Li Yingzi: "Can we try? ”

Facing the expectant eyes of the passenger,she discussed with him that if they did not pick up the luggage within half an hour, they would give up the original plan. Unexpectedly, it only took ten minutes to pick up the luggage. After picking up the luggage, Li pushed it along with the passenger and rushed to the airline counter. The check-in process was unusually smooth, but when it came to security there was a minor incident and the passenger was asked to open his suitcase for inspection. However,thanks to the help from everyone, the problem was quickly found, which turned out to be the battery of the electric toothbrush in the luggage.

Yet when the problem was solved, an unexpected incident occurred again. The security inspector found that the passenger's registration number was wrong, and Li Yingzi quickly helped him apply for the correction. After the security check, Li Yingzi found that there were only six minutes left before the boarding, yet the boarding gate was the farthest from the security checkpoint. Li Yingzi remembered that she and the passenger raced to the boarding gate and thus captured much attention in this way. When they arrived at the boarding gate, there was only one minute left. Li Yingzi didn't have time to thank her passenger politely.She hurriedly took the passenger to the boarding gate before taking a deep breath.