民用航空服務(wù)與操作

目錄第一章航空公司服務(wù)理念........................................................................1第一節(jié)中國三大航空集團服務(wù)理念...............................................................2一、中國國際航空股份有限公司...................................................................2二、中國東方航空股份有限公司..................................................................2三、中國南方航空集團..........................................................................3練習題........................................................................................3第二節(jié)民用航空服務(wù)人員素質(zhì)培養(yǎng)...............................................................4一、人的素質(zhì)取決于三大要素....................................................................4二、十種修煉..................................................................................4三、航空服務(wù)人員的基本素質(zhì)....................................................................6練習題........................................................................................9第三節(jié)案例分享...............................................................................10第二章服務(wù)產(chǎn)品介紹............................................................................13第一節(jié)娛樂服務(wù)................................................................................14一、音視頻節(jié)目.................................................................................14二、閱讀刊物..................................................................................14第二節(jié)服務(wù)用品...............................................................................16一、貼心服務(wù)用品...............................................................................16二、兒童玩具..................................................................................17三、航程累積會員卡服務(wù)產(chǎn)品................................................................................18四、免稅品銷售.......................................................................................19五、飛機上允許使用的信用卡和貨幣...................................................................................19六、UM乘客服務(wù).....................................................................................24七、“醒后服務(wù)卡”服務(wù)產(chǎn)品...........................................................................................25第三節(jié)餐飲呈現(xiàn).........................................................................................26練習題.................................................................................................27第三章客艙服務(wù)技巧....................................................................................................29第一節(jié)燈光管理........................................................................................30練習題........................................................................................................30第二節(jié)客艙溫度與登機音樂服務(wù)...................................................................30一、客艙溫度........................................................................................................31二、播放登機音樂、影視節(jié)目................................................................................31練習題.....................................................................................................31第三節(jié)門簾操作..........................................................................................31練習題.................................................................................................32第四節(jié)書報雜志提供......................................................................................32一、報紙雜志拿法..................................................................................33二、提供報紙的操作方法.......................................................................................34三、提供雜志的操作方法....................................................................35四、提供時的要點....................................................................................35練習題..........................................................................................................35第五節(jié)服務(wù)操作規(guī)范.............................................................................................36一、端.............................................................................................................36二、拿..................................................................................................................36三、倒..................................................................................................................37四、送...............................................................................................................38五、收和放..............................................................................................................40六、推和拉...........................................................................................................40七、水車擺放......................................................................................................41練習題...........................................................................................................42第四章飲料服務(wù)規(guī)范....................................................................................................45第一節(jié)飲品種類..................................................................................................46一、軟飲料...........................................................................................................46二、酒類...........................................................................................................46三、熱飲........................................................................................................46第二節(jié)提供規(guī)范...............................................................................................46一、果汁提供規(guī)范.............................................................................................47二、汽體飲料提供規(guī)范.......................................................................................47三、礦泉水提供規(guī)范.........................................................................................48四、啤酒提供規(guī)范....................................................................................................49五、茶水提供規(guī)范...................................................................................................49六、咖啡提供........................................................................................................49練習題.........................................................................................................50第五章餐食服務(wù)規(guī)范....................................................................................................53第一節(jié)餐食種類............................................................................................54一、餐盤形式分類..........................................................................................54二、其他類.....................................................................................................54三、食品名稱介紹.............................................................................................55練習題..................................................................................................................58第二節(jié)特殊餐食介紹.............................................................................................58一、18種特殊餐食名稱........................................................................................58二、特殊餐食四字代碼...........................................................................................60練習題...........................................................................................61第三節(jié)提供規(guī)范...........................................................................................61一、印度教餐....................................................................................61二、穆斯林餐..........................................................................................61三、猶太教餐......................................................................................61四、印度素食...................................................................................62五、西方素食...................................................................................................62六、東方素食.....................................................................................63七、兒童餐.........................................................................................63八、嬰兒餐.....................................................................................................64九、注意事項..........................................................................................64練習題......................................................................................................65第四節(jié)餐食烘烤標準..............................................................................................65練習題.............................................................................................................66第六章特殊乘客服務(wù)....................................................................................................67第一節(jié)老年人...............................................................................................68一、登機階段服務(wù)......................................................................................68二、巡航階段服務(wù)..............................................................................69三、下機階段服務(wù)..........................................................................................69練習題.....................................................................................................70第二節(jié)無成人陪伴兒童........................................................................................70一、無成人陪伴兒童服務(wù)..................................................................................71二、注意事項.............................................................................................72練習題.................................................................................................72第三節(jié)嬰兒................................................................................................72一、登機階段............................................................................................73二、巡航階段................................................................................73三、下降——下機階段服務(wù)....................................................................74練習題..............................................................................................75第四節(jié)聾啞乘客.................................................................................................75一、聾啞乘客的心理特征.........................................................................................75二、聾啞乘客服務(wù)..............................................................................................76練習題..........................................................................................76第五節(jié)肥胖乘客........................................................................................77練習題............................................................................................77第六節(jié)身體不便的乘客.........................................................................77一、輪椅乘客.............................................................................................78二、患有精神病乘客.....................................................................................79三、擔架病人..........................................................................................80四、需要持有醫(yī)療證明的乘客...............................................................................................80練習題...............................................................................................................81第七節(jié)盲人...........................................................................................................81一、登機階段服務(wù).....................................................................................82二、巡航階段服務(wù)..................................................................................................82三、下機階段服務(wù).............................................................................................83練習題..................................................................................................................84第八節(jié)孕婦..............................................................................................84一、孕婦服務(wù)............................................................................................84二、孕婦的心理特征........................................................................................85練習題.........................................................................................................85第九節(jié)暈機乘客......................................................................................................86一、起飛前滑行階段......................................................................................86二、巡航階段...................................................................................87三、下機階段服務(wù)..................................................................................87練習題...........................................................................................87第十節(jié)丟失物品...........................................................................................87練習題..............................................................................................88第十一節(jié)遣返乘客....................................................................................88練習題.............................................................................................89第十二節(jié)旅行團乘客..............................................................................89練習題................................................................................................90第十三節(jié)死亡和休克..........................................................................90練習題................................................................................................97第七章乘務(wù)員職責.......................................................................................................99第一節(jié)崗位等級名稱......................................................................................100練習題.......................................................................................100第二節(jié)通用崗位職責.........................................................................................100一、客艙乘務(wù)員職責..........................................................................100二、廚房乘務(wù)員職責.............................................................................102三、廣播員職責...................................................................................105練習題...................................................................................................105第三節(jié)B737-800/A320型飛機乘務(wù)員崗位職責...........................................................................106一、迎送乘客站位.....................................................................................106二、乘務(wù)員座位安排...............................................................................107三、負責操作機門滑梯乘務(wù)員.............................................................................................107四、各號位崗位職責......................................................................108練習題......................................................................................................109第四節(jié)通用服務(wù)工作四個階段...................................................................109一、第一階段——航前準備階段.........................................................................................109二、第二階段——直接準備階段(機組登機后)...................................................................114三、第三階段——空中實施階段(飛機起飛后)...................................................................117四、第四階段——航后講評階段(飛機落地后)...................................................................117練習題......................................................................................................118第八章客艙服務(wù)工作操作流程(學生必讀)..................................................................119第一節(jié)服務(wù)工作四個階段................................................................................120一、預(yù)先準備階段......................................................................................120二、直接準備階段.....................................................................................120三、空中實施階段...............................................................................122四、航后講評階段.................................................................................123第二節(jié)客艙模擬訓練要求.........................................................................123一、著裝...........................................................................................................123二、其他..........................................................................................................123第三節(jié)服務(wù)敬語..........................................................................................124一、10字禮貌敬語........................................................................................124二、各種環(huán)境場面使用的禮貌用語練習............................................................................124第四節(jié)廣播詞....................................................................................................127一、歡迎詞(關(guān)閉艙門廣播)...................................................................................127二、起飛后.............................................................................127三、航線介紹......................................................................................129四、開餐廣播................................................................................130五、著陸前(30分鐘)....................................................................130六、著陸后.........................................................................130七、安全演示..............................................................................131第五節(jié)安全演示廣播...............................................................................133練習題...................................................................................133第九章高端乘客服務(wù).............................................................................135第一節(jié)高端乘客認識.....................................................................................136一、高端乘客身份注解(VVIP/VIP/CIP)..............................................................................136二、高端乘客認識與英文代碼.............................................................................................136第二節(jié)高端乘客的需求.................................................................................136一、心理需求.......................................................................................136二、服務(wù)需求.................................................................................137練習題.........................................................................................137第十章兩艙環(huán)境介紹..................................................................................................139第一節(jié)德國漢莎航空公司..........................................140一、德國漢莎航空公司機上頭等艙和地面頭等艙乘客休息廳.........................................140二、服務(wù)特點.................................................................................140第二節(jié)美國航空.....................................................................................140第三節(jié)中國國際航空............................................................................................141一、頭等艙和商務(wù)艙.....................................................................................141二、服務(wù)項目..................................................................................................141三、背景資料.................................................................................................143第四節(jié)兩艙環(huán)境...................................................................................143一、座椅....................................................................................................143二、用品............................................................................................144三、洗漱用具............................................................................................144四、地面服務(wù).......................................................................................145練習題.......................................................................................................147第十一章兩艙供酒知識..............................................................................................149第一節(jié)酒文化....................................................................................................150一、酒的起源.....................................................................................................150二、酒的作用..................................................................................................150練習題.................................................................................................................152第二節(jié)酒的基本知識..............................................................................................152一、什么是酒.................................................................................................152二、什么是酒精...................................................................................................152三、酒精度數(shù)表示方式........................................................................................152四、酒的分類.........................................................................................................152五、酒的飲用法................................................................................................154練習題.............................................................................................................154第三節(jié)雞尾酒...............................................................................................154一、雞尾酒的起源與特點.......................................................................................154二、雞尾酒的配制.............................................................................156三、混合飲料............................................................................................156四、基本公式...........................................................................................156五、配酒輔助飲料.....................................................................................156六、點綴物................................................................................................156練習題........................................................................................................157第四節(jié)世界著名品牌.......................................................................................157一、啤酒.............................................................................................................157二、葡萄酒............................................................................................159三、著名品牌白蘭地...................................................................................163四、著名品牌威士忌...............................................................................166五、著名品牌伏特加.................................................................................171六、著名品牌金酒..................................................................................172七、著名品牌羅姆..........................................................................................173八、著名品牌利口酒...................................................................................174九、常飲用的雞尾酒.........................................................................................175練習題.....................................................................................................179第十二章兩艙供餐程序.................................................................................181第一節(jié)為用餐旅客提供一條熱毛巾.....................................................................182第二節(jié)提供餐譜、酒單.........................................................................................182第三節(jié)鋪桌布、餐前飲、果仁......................................................................................183第四節(jié)擺放餐具..................................................................................................183第五節(jié)魚子醬..................................................................................................184第六節(jié)面包、湯....................................................................................................185一、面包...................................................................................................185二、湯.......................................................................................................186第七節(jié)冷葷盤.................................................................................................187第八節(jié)沙拉..............................................................................................188第九節(jié)主菜......................................................................................188第十節(jié)飯后水果、奶酪、蛋糕................................................................................190一、水果...................................................................................................190二、奶酪...................................................................................................191三、蛋糕.......................................................................................................193第十一節(jié)送熱毛巾.................................................................................................194第十二節(jié)飯后熱飲、巧克力、酒類.....................................................................194第十三節(jié)供餐結(jié)束清理桌面.....................................................................................196練習題............................................................................................................196參考文獻.....................................................................................................198