民用航空服务与操作

目录第一章航空公司服务理念........................................................................1第一节中国三大航空集团服务理念...............................................................2一、中国国际航空股份有限公司...................................................................2二、中国东方航空股份有限公司..................................................................2三、中国南方航空集团..........................................................................3练习题........................................................................................3第二节民用航空服务人员素质培养...............................................................4一、人的素质取决于三大要素....................................................................4二、十种修炼..................................................................................4三、航空服务人员的基本素质....................................................................6练习题........................................................................................9第三节案例分享...............................................................................10第二章服务产品介绍............................................................................13第一节娱乐服务................................................................................14一、音视频节目.................................................................................14二、阅读刊物..................................................................................14第二节服务用品...............................................................................16一、贴心服务用品...............................................................................16二、儿童玩具..................................................................................17三、航程累积会员卡服务产品................................................................................18四、免税品销售.......................................................................................19五、飞机上允许使用的信用卡和货币...................................................................................19六、UM乘客服务.....................................................................................24七、“醒后服务卡”服务产品...........................................................................................25第三节餐饮呈现.........................................................................................26练习题.................................................................................................27第三章客舱服务技巧....................................................................................................29第一节灯光管理........................................................................................30练习题........................................................................................................30第二节客舱温度与登机音乐服务...................................................................30一、客舱温度........................................................................................................31二、播放登机音乐、影视节目................................................................................31练习题.....................................................................................................31第三节门帘操作..........................................................................................31练习题.................................................................................................32第四节书报杂志提供......................................................................................32一、报纸杂志拿法..................................................................................33二、提供报纸的操作方法.......................................................................................34三、提供杂志的操作方法....................................................................35四、提供时的要点....................................................................................35练习题..........................................................................................................35第五节服务操作规范.............................................................................................36一、端.............................................................................................................36二、拿..................................................................................................................36三、倒..................................................................................................................37四、送...............................................................................................................38五、收和放..............................................................................................................40六、推和拉...........................................................................................................40七、水车摆放......................................................................................................41练习题...........................................................................................................42第四章饮料服务规范....................................................................................................45第一节饮品种类..................................................................................................46一、软饮料...........................................................................................................46二、酒类...........................................................................................................46三、热饮........................................................................................................46第二节提供规范...............................................................................................46一、果汁提供规范.............................................................................................47二、汽体饮料提供规范.......................................................................................47三、矿泉水提供规范.........................................................................................48四、啤酒提供规范....................................................................................................49五、茶水提供规范...................................................................................................49六、咖啡提供........................................................................................................49练习题.........................................................................................................50第五章餐食服务规范....................................................................................................53第一节餐食种类............................................................................................54一、餐盘形式分类..........................................................................................54二、其他类.....................................................................................................54三、食品名称介绍.............................................................................................55练习题..................................................................................................................58第二节特殊餐食介绍.............................................................................................58一、18种特殊餐食名称........................................................................................58二、特殊餐食四字代码...........................................................................................60练习题...........................................................................................61第三节提供规范...........................................................................................61一、印度教餐....................................................................................61二、穆斯林餐..........................................................................................61三、犹太教餐......................................................................................61四、印度素食...................................................................................62五、西方素食...................................................................................................62六、东方素食.....................................................................................63七、儿童餐.........................................................................................63八、婴儿餐.....................................................................................................64九、注意事项..........................................................................................64练习题......................................................................................................65第四节餐食烘烤标准..............................................................................................65练习题.............................................................................................................66第六章特殊乘客服务....................................................................................................67第一节老年人...............................................................................................68一、登机阶段服务......................................................................................68二、巡航阶段服务..............................................................................69三、下机阶段服务..........................................................................................69练习题.....................................................................................................70第二节无成人陪伴儿童........................................................................................70一、无成人陪伴儿童服务..................................................................................71二、注意事项.............................................................................................72练习题.................................................................................................72第三节婴儿................................................................................................72一、登机阶段............................................................................................73二、巡航阶段................................................................................73三、下降——下机阶段服务....................................................................74练习题..............................................................................................75第四节聋哑乘客.................................................................................................75一、聋哑乘客的心理特征.........................................................................................75二、聋哑乘客服务..............................................................................................76练习题..........................................................................................76第五节肥胖乘客........................................................................................77练习题............................................................................................77第六节身体不便的乘客.........................................................................77一、轮椅乘客.............................................................................................78二、患有精神病乘客.....................................................................................79三、担架病人..........................................................................................80四、需要持有医疗证明的乘客...............................................................................................80练习题...............................................................................................................81第七节盲人...........................................................................................................81一、登机阶段服务.....................................................................................82二、巡航阶段服务..................................................................................................82三、下机阶段服务.............................................................................................83练习题..................................................................................................................84第八节孕妇..............................................................................................84一、孕妇服务............................................................................................84二、孕妇的心理特征........................................................................................85练习题.........................................................................................................85第九节晕机乘客......................................................................................................86一、起飞前滑行阶段......................................................................................86二、巡航阶段...................................................................................87三、下机阶段服务..................................................................................87练习题...........................................................................................87第十节丢失物品...........................................................................................87练习题..............................................................................................88第十一节遣返乘客....................................................................................88练习题.............................................................................................89第十二节旅行团乘客..............................................................................89练习题................................................................................................90第十三节死亡和休克..........................................................................90练习题................................................................................................97第七章乘务员职责.......................................................................................................99第一节岗位等级名称......................................................................................100练习题.......................................................................................100第二节通用岗位职责.........................................................................................100一、客舱乘务员职责..........................................................................100二、厨房乘务员职责.............................................................................102三、广播员职责...................................................................................105练习题...................................................................................................105第三节B737-800/A320型飞机乘务员岗位职责...........................................................................106一、迎送乘客站位.....................................................................................106二、乘务员座位安排...............................................................................107三、负责操作机门滑梯乘务员.............................................................................................107四、各号位岗位职责......................................................................108练习题......................................................................................................109第四节通用服务工作四个阶段...................................................................109一、第一阶段——航前准备阶段.........................................................................................109二、第二阶段——直接准备阶段(机组登机后)...................................................................114三、第三阶段——空中实施阶段(飞机起飞后)...................................................................117四、第四阶段——航后讲评阶段(飞机落地后)...................................................................117练习题......................................................................................................118第八章客舱服务工作操作流程(学生必读)..................................................................119第一节服务工作四个阶段................................................................................120一、预先准备阶段......................................................................................120二、直接准备阶段.....................................................................................120三、空中实施阶段...............................................................................122四、航后讲评阶段.................................................................................123第二节客舱模拟训练要求.........................................................................123一、着装...........................................................................................................123二、其他..........................................................................................................123第三节服务敬语..........................................................................................124一、10字礼貌敬语........................................................................................124二、各种环境场面使用的礼貌用语练习............................................................................124第四节广播词....................................................................................................127一、欢迎词(关闭舱门广播)...................................................................................127二、起飞后.............................................................................127三、航线介绍......................................................................................129四、开餐广播................................................................................130五、着陆前(30分钟)....................................................................130六、着陆后.........................................................................130七、安全演示..............................................................................131第五节安全演示广播...............................................................................133练习题...................................................................................133第九章高端乘客服务.............................................................................135第一节高端乘客认识.....................................................................................136一、高端乘客身份注解(VVIP/VIP/CIP)..............................................................................136二、高端乘客认识与英文代码.............................................................................................136第二节高端乘客的需求.................................................................................136一、心理需求.......................................................................................136二、服务需求.................................................................................137练习题.........................................................................................137第十章两舱环境介绍..................................................................................................139第一节德国汉莎航空公司..........................................140一、德国汉莎航空公司机上头等舱和地面头等舱乘客休息厅.........................................140二、服务特点.................................................................................140第二节美国航空.....................................................................................140第三节中国国际航空............................................................................................141一、头等舱和商务舱.....................................................................................141二、服务项目..................................................................................................141三、背景资料.................................................................................................143第四节两舱环境...................................................................................143一、座椅....................................................................................................143二、用品............................................................................................144三、洗漱用具............................................................................................144四、地面服务.......................................................................................145练习题.......................................................................................................147第十一章两舱供酒知识..............................................................................................149第一节酒文化....................................................................................................150一、酒的起源.....................................................................................................150二、酒的作用..................................................................................................150练习题.................................................................................................................152第二节酒的基本知识..............................................................................................152一、什么是酒.................................................................................................152二、什么是酒精...................................................................................................152三、酒精度数表示方式........................................................................................152四、酒的分类.........................................................................................................152五、酒的饮用法................................................................................................154练习题.............................................................................................................154第三节鸡尾酒...............................................................................................154一、鸡尾酒的起源与特点.......................................................................................154二、鸡尾酒的配制.............................................................................156三、混合饮料............................................................................................156四、基本公式...........................................................................................156五、配酒辅助饮料.....................................................................................156六、点缀物................................................................................................156练习题........................................................................................................157第四节世界著名品牌.......................................................................................157一、啤酒.............................................................................................................157二、葡萄酒............................................................................................159三、著名品牌白兰地...................................................................................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、著名品牌罗姆..........................................................................................173八、著名品牌利口酒...................................................................................174九、常饮用的鸡尾酒.........................................................................................175练习题.....................................................................................................179第十二章两舱供餐程序.................................................................................181第一节为用餐旅客提供一条热毛巾.....................................................................182第二节提供餐谱、酒单.........................................................................................182第三节铺桌布、餐前饮、果仁......................................................................................183第四节摆放餐具..................................................................................................183第五节鱼子酱..................................................................................................184第六节面包、汤....................................................................................................185一、面包...................................................................................................185二、汤.......................................................................................................186第七节冷荤盘.................................................................................................187第八节沙拉..............................................................................................188第九节主菜......................................................................................188第十节饭后水果、奶酪、蛋糕................................................................................190一、水果...................................................................................................190二、奶酪...................................................................................................191三、蛋糕.......................................................................................................193第十一节送热毛巾.................................................................................................194第十二节饭后热饮、巧克力、酒类.....................................................................194第十三节供餐结束清理桌面.....................................................................................196练习题............................................................................................................196参考文献.............................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提高服务意识，需要较高的文化素养，需要有追随现代航空高速发展的热情和能力。为了航空事业发展后继有人，我们特此编写了本书，以可供大家学习和参考。本书以章节的形式呈现给大家，着重介绍航空公司服务理念、航空公司服务产品、客舱服务技巧、饮料服务规范、餐食服务规范、特殊乘客服务等基本知识。通过本书的学习，能够使学生了解民航机上服务的内容、服务标准和服务要求。通过实际操作训练，强化学生对服务的认知和理解，提高学生动手能力和解决问题的能力，最终成为航空公司所需要的人才。为了便于大家更好地学习，本书每章编写了练习题，作为学习掌握的重点。本书适合高等学院民用航空专业的学生使用。