摘要：随着我国经济的不断发展，我国民航事业进入高速发展轨道的同时也带动了地方性空乘服务行业的快速发展。人力资源以及个人素质作为民航发展的核心要素，已经成为进一步推动民航事业发展、实现民航强国战略的关键，如何培养合格的空乘人才显得尤为重要。本文在简单介绍空乘服务的发展历程之后，分析了其发展中存在的问题，例如空乘服务人员的服务质量，知识点的应用等等方面进行了探索，最后从改善用人体制，提高空乘人员各方面素质来提出了对策和建议。
关键词：空乘服务；民航乘务员；现实中的发展；问题与对策
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ABSTRACT: With the continuous development of China's economy, China's civil aviation industry has entered a track with a rapid development. Meanwhile it has also led to the rapid development of the local flight attendant service industries. As the core elements of the civil aviation development, human resources as well as the personal qualities has become the key of further promoting the civil aviation development and achieving the civil aviation strategy. Thus, how to train qualified flight attendants becomes much more important. Therefore, after briefly introducing the historical development of flight attendant service, this paper mainly analyzes the existing problems in the course of its development. For example, it explores the quality of service, the application of knowledge and so on. Finally, it presents countermeasures and suggestions for improving the employment system and the quality of flight attendants.
KEY WORDS: Flight Attendant Service, Civil Aviation Flight Attendants in Reality, Development, Problems and Countermeasures
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目录
第一章 引言 ....................................................... 1
1.1 空乘服务的特点和作用........................................ 1 1.2 本文的研究方法和意义........................................ 1 第二章 空乘服务的现状和存在的问题.................................. 2
2.1 我国空乘服务的现状.......................................... 2 2.2 空乘服务中存在的问题........................................ 3 第三章 空乘服务中存在问题的原因分析................................. 5
3.1. 航空公司自身不注重服务..................................... 5 3.2. 服务人员综合素质较差....................................... 5 3.3. 客舱环境较为复杂........................................... 5 3.4. 服务对象的特殊性........................................... 5 3.5. 招聘空乘人员的标准不够科学................................. 6 3.6. 空乘人员培训的力度不够..................................... 6 第四章 提升空乘服务的对策........................................... 7
4.1 完善用人体制，提高服务质量及意识............................ 7 4.2 提高乘务人员的综合素质...................................... 8 4.3 改善客舱环境................................................ 8 4.4 增加个性化服务.............................................. 8 4.5 注重每个乘务员，培养优秀人才................................ 9 4.6 引进公平考核机制，提高空乘人员服务理念..................... 10 结 束 语........................................................... 11 参考文献........................................................... 12
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