Besides, you should know
Flight attendant's instrument
Refers to people's appearance, posture, clothing and personal hygiene. It is the manifestation of the spirit of the flight attendant. Due to the differences in personality, temperament, inner cultivation and behavior habits, everyone has formed an extraordinary temperament with personal good cultural accomplishment, profound knowledge and profound thinking ability as the core. Good manners need to be cultivated and exercised for a long time. Especially as a qualified flight attendant, it is necessary to strengthen the improvement of one's own cultural quality, cultivate and cultivate one's own personality, and combine external beauty with internal beauty to form the temperament of a flight attendant.
A lady's face demands.
The makeup of flight attendants should be elegant, fresh and natural when performing flight tasks. Some simple makeup methods are: first clean the skin with cleansing cream;
Use foundation cream as a base to improve facial skin color;
Eye makeup, first from the eyelid, under the eyelid fold line, from the inner corner of the eye to the outer corner of the eye, with soft colors, such as lavender or brown, and finally with a sponge ball to smear the edge of eye shadow powder, it looks soft.
Hook the eyeliner matching the eye shadow under the eyebrows with eyeliner, then gently draw a dotted line at the root of the upper eyebrows with dark brown, gray or black eyeliner, and then brush these dotted lines into soft lines with a small wet brush. Apply brown or black mascara to the ends of eyelashes, first from the inside out and then from the bottom up.
When applying rouge, before applying rouge, smile in front of the mirror, apply rouge to the protruding part of the cheek, and then gently pat the corner of your eyes with your fingers, which will produce a natural rosy effect.
Never wear heavy makeup or too bright red lipstick at work. Paying attention to make-up at any time during the flight can give passengers a full mental state.
The stewardess should pay attention to hygiene problems when decorating the face, and carefully maintain the health of the face to prevent the face from being uneven or covered with acne due to personal carelessness.
Pay attention to local facial modification, keep eyebrows, eyes, ears and nose clean, and don't blow your nose or dig your ears in public.
Pay attention to oral hygiene, insist on brushing and washing teeth, and don't eat flavored food the day before boarding.
Pay attention to the beautification of hands. Hands and nails should always be kept clean. It is necessary to form a good habit of washing hands frequently, especially after going to the toilet on the plane. Always rub moisturizing cream on your hands to keep them soft. It is necessary to form a good habit of cutting your nails frequently. Don't leave your nails too long, it will give passengers an unhygienic feeling.
Dress
Clothing is the external packaging of human body, including clothes, trousers, skirts, hats, socks, gloves and various kinds of clothing. Clothing is a silent language, which embodies a person's personality, identity, self-restraint and psychological state, and directly represents a person's personality. The stewardess must pay attention to her personal dress, which is related to her personal image and the image of the airline. Therefore, flight attendants must abide by the airline's clothing regulations on the plane and dress according to the regulations during flight. The stewardess should keep clean and tidy when wearing overalls. Work clothes should be ironed every time before boarding the plane. Work clothes are not allowed to be wrinkled, torn, dirty, dirty or smelly. Clean and tidy clothes will give passengers a fresh and comfortable feeling.
How to Be a Qualified Flight Attendant —— Professional Ethics of Flight Attendants
Aircraft cabin service is an important part of civil aviation transportation service, which directly reflects the service quality of airlines. In the fierce competition in the aviation market, the image and working attitude of flight attendants who directly serve passengers play a vital role for airlines to occupy the market and win more repeat customers. Elegant, dignified, beautiful and generous are the unanimous recognition of flight attendants, but the previous standards alone are far from qualified for the flight attendant profession. The most important thing for a flight attendant is to have a considerable professional ethics. As a qualified stewardess, what does professional ethics need?
1. First of all, love your job. My love for flight attendants is not temporary. When my ideal flight attendant life is broken by the hard work in reality, I can continue to be positive, enthusiastic, considerate and polite, conscientious and diligent.
2. Have a strong service concept and service awareness. In the fierce market competition, service quality determines whether an enterprise can survive, and the core of market competition is actually service competition. Civil aviation enterprises are most concerned about passengers and cargo owners. If they want to win passengers in the market competition, they must improve their service awareness and service concept.
Service consciousness is gradually formed through training. Consciousness is a kind of thought, a kind of conscious action, which cannot be maintained by rules. Must be integrated into every stewardess's outlook on life and become a conscious thought.
3. Have a hard-working spirit. In people's eyes, flight attendants are an enviable air flight profession, but in actual work, they suffer unexpected hardships, such as the time difference between long-distance flights and domestic flights, and the difficulties and special circumstances encountered in their work will happen at any time. Without the spirit of hard work, they can't stand the pressure of work and can't do a good job in service.
4. Warm and cheerful personality. The job of a flight attendant is to deal with people directly. She contacts thousands of passengers on the plane every day and needs to communicate with them at any time. Without a cheerful personality, she is not qualified for the job.
5. Study hard on business knowledge. As a flight attendant, she not only serves tea and delivers water on the plane, but also needs to master a lot of knowledge. For example, our flight today is to the United States. Our flight attendants must first master the national profile, human geography, political economy, countries, cities, rivers, mountains and rivers, places of interest and historic interest of Beijing and the United States. It is also necessary to master aircraft equipment, emergency handling, on-board service procedures and service skills. It can be said that flight attendants should know about astronomy and geography, master various service skills and service concepts, and have not only beautiful external beauty, but also rich internal beauty.
6. Learn to speak. Language itself represents everyone's attributes, and a person's growing environment will affect everyone's speaking habits. As a stewardess, you should learn the art of speaking. Different service languages often produce different service results. A flight attendant should master different speaking skills, such as speaking skills to elderly passengers, speaking skills to children passengers, speaking skills to special passengers, speaking skills to angry passengers, speaking skills to important passengers, speaking skills to passengers flying for the first time, and speaking skills to service when the flight is abnormal. In our service, often because of one sentence, it will bring different results to our service work. Beautiful language will bring many repeat customers to airlines; It may also be because of your offensive words that passengers will never fly on this airline again; He may also tell other passengers what happened to him, so offending one passenger may be equivalent to offending ten or hundreds of passengers. For example, when a flight attendant provides dinner service for passengers on a flight, because there are two kinds of hot food for passengers to choose from, but the kind of food he wants is gone as soon as it is brought to a passenger, our flight attendant enthusiastically finds a meal in the first class and sends it to the passenger, saying, "Sorry, I just brought it to you because there is an extra meal in the first class." The passenger was very unhappy and said, "can I eat something that first class can't eat?" I don't eat either. " The stewardess's kindness was speechless, and she didn't get the passengers' thanks, but made them unhappy. If our stewardess says, "Sorry, your food has just come out, but please rest assured that I will try my best to help you solve it." At this time, you can go to the first class to see if there are any extra meals for passengers to choose from. When you get the meal and give it to the passengers, you can say, "Look, I'll provide you with first-class meals. I hope you will like it. Welcome to fly on our airline again next time. I will definitely let you choose our meal first, and I will be very willing to serve you. " The same meal, but different sentences, but what different results. This is the art of speaking. As a qualified stewardess, speaking is so important.
How to be a qualified stewardess-The professional image of a stewardess
The beautiful, dignified and generous appearance of the flight attendant left a fixed image of her. So how can a qualified stewardess form her own image characteristics? First of all, the professional image of flight attendants is gradually learned and cultivated in daily life. You can't expect to train yourself into a stewardess with outstanding temperament after a few days of classes. The purpose of learning etiquette is to establish and shape the image of a flight attendant, including both external and internal contents, including the improvement of quality and the beauty and ugliness of the soul. External promotion includes gfd, language behavior and so on. External image, as the embodiment of internal quality, is based on internal quality, so only by strengthening self-cultivation can we achieve "internal wisdom and external beauty" and truly establish the image of flight attendants.
Aviation etiquette
Aviation service etiquette is a code of conduct, which refers to the code of conduct that flight attendants should abide by when they are engaged in service work on the plane. Specifically, it refers to all the service links of flight attendants in the cabin, from welcoming passengers and communicating with them to providing meals and drinks during the flight to providing special services for special passengers. The significance of learning aviation etiquette lies in:
1. helps to improve the personal quality of flight attendants;
2. Help to respect passengers;
3. It helps to improve the service quality and service level of airlines;
4. It helps to shape the overall image of airlines;
5. It is helpful to improve the economic and social benefits of enterprises.
As a flight attendant, we must first master the etiquette of aviation service in order to do a good job in service. A stewardess is a person who directly contacts and serves passengers. As the saying goes, "You won't get a second chance to make a good first impression." This first impression is very important for a flight attendant. A passenger may fly once in his life, and your first impression will remain in his heart forever. Therefore, it is very important for a qualified flight attendant to master aviation etiquette.
Language etiquette: As the saying goes, "A good word warms the winter, and a bad word hurts the cold in June", it can be seen that whether the language is used properly and whether it conforms to etiquette will have completely different effects. In daily life, people use language to talk, express ideas, communicate information and exchange feelings, thus establishing, adjusting and developing interpersonal relationships. A person's speech is an important symbol to examine a person's character.
(1) manners. Whether as a speaker or an audience, you should keep full of energy, natural and generous expression and pleasant face when you speak. You should look at each other with gentle eyes.
(2) the choice of topics. First of all, we should choose the topics that the other party is interested in, such as aviation-related topics, how high the plane flies, the route landmarks that our flight flies over, and the problems that should be paid attention to during the flight.
(3) the performance of the speaker. When talking with passengers, flight attendants should be accurate in language expression, complete in meaning, soft in voice, friendly in tone and moderate in speech speed. At the same time, we should take care of passengers' emotions and moods. Don't chatter on your own, but also give passengers a chance to talk and communicate with each other.
(4) Be a patient listener. When talking with passengers, you should pay attention to patiently listening to the passengers' speeches and make positive responses to the conversation to show sincerity, such as nodding, smiling or simply repeating the passengers' conversation. At the same time, proper praise is also essential, which can make the conversation more relaxed and friendly.
How to Become a Qualified Flight Attendant —— Interview Skills of Flight Attendants
Airline interview procedures:
1. Singapore Airlines face-to-face guide
First, prepare a resume in both Chinese and English. After arriving at the examination room, the staff will send a broadcast word (English) to the candidates. After a little preparation, they will enter the examiner in groups of five, and everyone in the room will read a radio message in his hand. The examiner mainly observes whether your voice is good, whether your speech is clear and how good your English is.
After watching the broadcast, the examiner will tell you if there is a next interview. After passing the initial examination, you should hand in your resume and school diploma.
(3) Second interview: Two examiners (the director of SIA) asked each candidate some questions about life or flight attendant work, and even some special questions that might easily make people angry, so as to observe the candidates' reactions. For example, your clothes look strange, and your performance is not enough to be a flight attendant. These problems mainly test the psychological endurance and the ability to deal with special situations.
After the second interview, the examiner will inform you whether to attend the next interview.
⑤ The third interview: This time, four examiners visited a candidate and asked some life questions through chatting. Those who pass the interview go to the locker room and put on Singapore Airlines uniforms, and walk around the examination room to see if the body lines are beautiful and the posture is beautiful. After the interview, the results will be notified at the on-site meeting.
⑥ Swimming test: The swimming distance is 50 meters, and any swimming stroke can be used. It will be held in a conditional hotel.
⑦ Tea party: divided into 4 groups, each group has about 10 people, and the reception method is adopted. There are refreshments on the dining table for all the interviewees to enjoy. Four examiners take turns asking questions and chatting with you. The purpose is to understand your team spirit and ability to get along with others, and ask candidates to ask questions for about 4 hours. I'll let you know whether you are accepted or not.
2. Lufthansa interview guide
① Fill in a resume in both Chinese and English.
(2) Each examiner will issue an English-Cantonese test paper, finish the interview on the same day after answering the test paper, and wait for the re-examination notice.
(3) The second interview is mainly in English conversation. The examiner will ask some questions about life and aviation services, such as:
How to serve passengers with children and what should be paid attention to when serving passengers with children.
During the flight, you found some passengers smoking in the toilet. What would you do?
During the night flight, a passenger's child kept crying. What would you do?
3. Interview Guide for Domestic Airlines
① Image requirements and other registration requirements of airline flight attendants: The age is generally 18-23 years old, but some airlines limit the age to below 22 years old.
Regular facial features, handsome appearance and well-proportioned figure.
Female height 164- 173cm, male height 173- 183cm.
Articulate, standard Mandarin.
There is no obvious scar on the exposed part of the body.
There is no bad breath, bad breath, skin disease, internal and external personality when walking.
Hearing is not less than 5 meters.
No history of mental illness or chronic diseases.
Education requirements are average, but some airlines don't.
Fluent English or basic conversational skills are required, and other small languages are preferred.
Prepare two two-inch photos and a four-inch life photo.
Fill in your resume and bring your diploma and other supporting materials.
Dress requirements for candidates: wear professional clothes, not heavy makeup and light makeup. Men had better wear pants.
(3) Requirements for candidates' standing posture and sitting posture: Stand upright, keep your eyes on each other, keep your sitting posture upright, always keep your eyes on each other, lean forward with a smile when sitting, and keep your distance from the examiner.
Answer the question louder, articulate clearly and concisely, so that the other person can hear what you want to say clearly.
⑤ Questions asked: Questions in your resume, your age, school, education, and home address.
Introduce your family, your parents and other family members.
Why do you want to be a stewardess?
How much do you know about the job of a flight attendant?
What are your strengths?
Do you help your parents do housework at home?
What should you do if you meet an unreasonable passenger on the plane?
Have you considered the hardship of being a stewardess? If you are accepted by our company, how do you plan to become a qualified flight attendant?
What qualities should a good stewardess have?
Did you have many good friends during your study?
How much do you know about our company? What types and routes does the company have?
Why do you want to apply for our company?
If two airlines admit you at the same time, which one would you choose?
6 interview procedures:
After arriving at the registration place, hand in the registration form first, and then make basic physical measurements (height, weight, vision).
Conduct interviews in groups. General 10 people enter the examination room in groups. Each candidate briefly introduces himself (name and age), and then goes out of the examination room to wait for the next interview notice. Those who have not received the re-examination notice will be eliminated.
The second interview is conducted by the examiner alone. The interview content includes English conversation and other related questions, and the content is more detailed. After the second interview, wait in the examination room to inform the interview results.
Some airlines may have to arrange a third interview or take a written test.