“零零后”空姐初入职场

高维微

今年剛满21岁的田佳鑫，大学毕业后就进入了重庆航空，成为一名空乘。别看她初入职场，在重庆航空可是小有名气的，因为这个“零零后”空姐，在一趟航班上就收到了六封实名表扬信。

这得益于田佳鑫的“空中义务导游服务”。为了更好地和乘客沟通，做好服务，她会主动寻找那些来重庆旅游的乘客，为他们介绍各个景点，遇到自助游的乘客，还会主动帮乘客确认攻略的合理性。有一次，在遇到一群结伴来重庆旅游的吉林乘客时，田佳鑫不仅帮他们调整了游览洪崖洞的时间，还推荐他们从千厮门大桥上俯瞰洪崖洞。最后，她还给乘客提供了一些性价比较高的餐厅。

田佳鑫专业真诚的推荐，让这群乘客赞不绝口。田佳鑫借机来了一句：“如果姐姐们真心觉得我好，我们公司是有表扬渠道的哟。”乘客们被田佳鑫逗得很开心，当场说绝对要好好表扬。就这样，在那趟航班上，田佳鑫一共收到了六封表扬信。

田佳鑫说：“很多乘客其实并不知道我们有表扬渠道，把渠道告诉乘客，工作做得好，坦荡接受表扬，我觉得挺好的。”

其实刚进职场时，田佳鑫和所有职场新人一样懵，总感觉无所适从。那个时候，田佳鑫师父胡箐的一句话点醒了她，“空乘的工作，有固定流程，核心就是照章操作，要想干出成绩，就要在看不见的地方下功夫。”

师傅的话成了田佳鑫打开职场之门的金钥匙，她甚至把这句话贴在床头奉为座右铭。“在飞机上，我会四处找活儿干。有我在的地方，不用任何人提醒，我都会抢着干最重的体力活。”说到这里，田佳鑫有些嘚瑟，“一些和我同时进入重庆航空的同学，进入状态可慢了，到现在还有些懵。”

进入航空公司以来，田佳鑫喜欢关注公司的绩效表。她会牢牢记住排名靠前同事的名字，以便在执飞时作为学习的对象。田佳鑫发现，正如师傅所说，所有服务都有固定流程，大家做的工作其实差不多，差别体现在服务中和乘客的沟通上，所以这才有了她的“空中义务导游模式”。不过她也坦言，搭讪其实也很考眼力，绝对不能打扰到那些正在休息或准备休息的乘客。

和田佳鑫说话很放松，她总是直接而坦率，既能营造良好的氛围，把人逗笑，又不至于直接得让人尴尬，“这可能和我的个人性格和职业性格有关。”田佳鑫说，工作上她的目标是做一个“最没有个性的空乘”，生活上想做个“拽拽的”时尚女孩。

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.