Flight attendant etiquette posture

Manners of flight attendants. Etiquette is the embodiment of a person's quality. Flight attendant service industry is a very etiquette-oriented industry. They have strict posture requirements, which makes people feel good. Next, I'll show you more about the manners and posture of flight attendants.

Manners of flight attendants 1

standing position

First of all, the posture when people stand is the easiest to express posture characteristics. Standard standing posture, the upper body should be straight, the head should be straight, the eyes should be straight, the chin should be slightly closed, and the face should be smiling. As for the chest and abdomen, it is natural to always pay attention.

There are four kinds of standing postures: lateral position, front abdomen position, back position and T-shaped position.

Key points:

(1) requires attention, straightness, elegance, dignity and elegance.

(2) Looking up: the neck is straight, the head is suspended, eyes are straight, the lips are slightly closed, the jaw is slightly closed, the face is smiling, calm and natural, the shoulders are relaxed, the abdomen is full of air, the arms are naturally drooping, the legs are attached to the side or front and back of the body, the legs are close together, the heels are straight, the toes are separated, the female is 45 degrees, and the male is 45-60 degrees, showing a V shape.

(3) The back of the spine is upright, gluteal muscles and abdominal muscles are tightened, and the chest leans forward slightly.

Standing posture 1: T-step, fingers in front of abdomen (lady)

(1) On the basis of the basic standing posture, the right foot retreats, so that the inner heel of the left foot leans against the arch of the right foot.

② Legs and knees should be stretched straight.

Posture 2: Hold your fingers in front of your abdomen.

(1) two heels together.

② Legs and knees should be stretched straight.

(3) Toes apart, 45 degrees for women (45-60 degrees for men). Generally speaking, it is advisable to put a punch.

④ The left hand is at the bottom, and the right hand is at the top, naturally stacked in front of the lower abdomen, and the lady's hands are crossed on her thumb.

Tips:

Man: Generally speaking, a man can take the posture that his legs are shoulder width apart and put his hands on his sides or behind his back (one hand holds the other wrist);

Lady: The lady suggests standing in a T-step, crossing your hands and holding them gently in front of you. G-string helps to modify the leg shape! It's a good choice for girls whose legs are not straight!

Both men and women should try to avoid lowering their heads or raising their heads. Besides, it's unsightly to put your hands in your pants pockets.

sitting position

A dignified and elegant sitting posture will give people an elegant, steady and natural aesthetic feeling.

Key points: (1) Sit lightly and steadily, with coordinated movements and elegant movements.

(2) After sitting down, the upper body naturally forks and the abdomen stands upright.

(3) The upper body leans forward slightly and faces the client.

(4) the head is straight and the neck is straight, the jaw is miniature, and the eyes look straight ahead or stare at each other.

(5) The shoulders should be flush, relaxed and sinking.

(6) Knees together

(7) naturally bend your arms and put your hands crossed on your legs.

(8) Require two-thirds of the seats. If there are too few seats, it will give people a signal to leave at any time.

Tips:

Man: When a man sits down, he should straighten his back and let his center of gravity droop. Legs are shoulder width apart, so hands can be placed on legs naturally. But don't occupy the whole chair, let there be a gap between the hips and the back of the chair, and the thighs and calves form a 90-degree angle to show men's sophistication and self-confidence. Don't cross your legs and curl up under the chair, which will make your legs short and your posture timid.

Lady: A lady's knees are close together, and her legs can never be separated, because this reflects the cultivation of women. Keep your back straight, put your hands on one leg naturally, and you can't rest completely on the back of the chair when your back is upright. Just fill 2/3 of the chair.

When you sit down, you should sit down from the left side of the seat. The specific posture is to step back half a step, arrange the skirt with one hand, then sit down and put your hands on one leg. The movements are light and coordinated, and you can't show your thighs at any time. Under normal circumstances, women will not cross their legs. If they sit for a long time, and in informal occasions, they can cross their legs, but they should put their legs sideways, and it is on the premise of not affecting others.

Walking posture

People's walking posture can convey many emotions, such as happiness, depression, enthusiasm, or laziness and slackness.

Psychologist Snookas found that people with big steps and flexible hands are usually more confident, optimistic and purposeful. Slow-paced people are hesitant, pessimistic and indecisive; People who like to dominate others like to kick their feet back when walking; When a woman walks, the higher her arm is, the more energetic she is. On the contrary, most women who don't swing their arms when walking are in a state of confusion or depression.

Key points:

(1) Keep the upper body in a basic standing posture.

(2) When starting, the body leans forward slightly for 3-5 degrees, the center of gravity falls on the palm of the front foot, and the knees are straight.

(3) Arms swing back and forth naturally with the body as the center. Swing forward about 35 degrees and backward about 15 degrees. Palm inward, knuckles naturally bend.

(4) The stride length is moderate, and the stride length of female employees is generally less than 30cm.

A flight attendant's initial test often involves a round trip, so everyone should pay special attention to their walking posture, walk gracefully and intellectually, and highlight their physical beauty!

Squat posture

In the guest service, the flight attendants all take things for the guests or provide other necessary services for the guests. This is where the red squat service came from in the past two years.

Don't bend over and pout when using squatting posture.

Posture 1: Cross squat posture, taking the front side of the right foot as an example.

(1) as for the right foot to the left front of the left foot, squat down with the trend, so that the left leg protrudes to the right from the back of the right leg and the legs cross.

② After squatting, the right calf is vertical to the ground, the right foot touches the ground, and the left heel lifts the sole of the foot and touches the ground.

(3) The legs are tilted back and forth to support the body together.

(4) Hips sink and upper body leans forward slightly.

Posture 2: Take the squatting posture with the right foot in front as an example.

(1) When squatting, the forefoot of the right foot touches the ground.

② The left foot landed late and the heel advanced.

③ The left knee is lower than the right knee.

④ Hips sink, and the center of gravity of the body is supported by the right leg.

Note: No matter which squatting posture you adopt, you should say that your legs are close to your hips and sink. When wearing a short skirt, you can squat down slightly to pick up things.

Two main points of flight attendant etiquette service

First, the essence of flight attendant etiquette service

Service is essentially a kind of interpersonal relationship, which consists of three elements: server, client and service environment. Among them, the server is the most active and positive factor affecting the service quality, and its ability and quality play a decisive role in the service level.

Service providers with good quality and ability can create a pleasant atmosphere in the service process and make the relationship among the three elements of service harmonious and unified. This harmonious and unified beauty is quality service.

To be an excellent stewardess requires five excellent personal qualities: responsibility, love, tolerance, compassion and patience. These five qualities are mainly embodied in: professionalism, appearance, manners, manners and so on.

Second, the flight attendant etiquette service requirements

1, flight attendants need to be careful, pay attention to observing the time, find out the needs of others, and give help in time.

2. Learn to observe and identify the customer's psychology from the customer's expressions and words.

3. Be good at communication, treat different people in different languages and ways, and let passengers accept your help.

4. Flight attendants need to have special rules on their behavior and be familiar with common service actions.

5, always strengthen the ability to cope with, improve the ability to persuade and solve service contradictions.

6, special passenger services-the elderly, patients, patients with infectious diseases, children, first-time passengers, civil aviation internal passengers, pregnant women. ...

7. Enrich your adaptability in practice and master the handling methods of common problems.

8. Handle complaints correctly with humble service attitude.

Third, the inherent beauty required by flight attendant service etiquette

1, learn to control bad words and deeds and emotional tone, with moderate volume and standard Mandarin.

2. Language should be polite, and polite expressions such as "Hello", "Please use", "Please", "Thank you", "Sorry" and "Never mind" should be used in due course.

3. Take the initiative to greet customers, don't be careless, don't swear, and don't speak loudly.

4. Create personal and team images with "health".

Fourth, the service attitude is positive and correct.

(1) Active service refers to providing services before passengers speak, which means that flight attendants have strong emotional input, carefully observe passengers' needs and provide personalized services for passengers.

(2) Enthusiastic service refers to the service personnel's heartfelt enthusiasm for providing good service to passengers, making them energetic, quick-moving and smiling.

(3) Good service means being meticulous in service content and items, making it convenient for passengers everywhere, and doing everything possible to solve problems for passengers.

Fifth, passengers come first. principle

Adhering to the principle of "people-oriented, guests first" has become the consensus of the service industry. Passengers pay for enjoyment and respect. If they feel the snub and rudeness of the flight attendants, they will feel that they are paying for it. Flight attendants should establish a strong sense of service, follow the principle of "passengers are always right" and properly handle various service matters. Even if you meet some unreasonable passengers, you should give them "rights", give them reasons, make them feel respected and "turn their enemies into friends"

Sixth, pay attention to the cultivation of quality

Although highly educated talents with bachelor degree or above have strong adaptability, they are not stable and will soon change jobs. Considering the stability, domestic airlines prefer secondary vocational and higher vocational graduates. They are more in line with modern service quality requirements. Among them, higher vocational graduates have more advantages than secondary vocational graduates in English ability, service awareness and problem-solving maturity. After joining the company, although the starting point is the same, there are more opportunities for promotion in the future. The development speed is also relatively fast. The diversified development of school training and civil aviation industry has also provided a strong impetus for the rapid expansion of the education market. The talent training mode has also broken the traditional pattern of "monopoly" of civil aviation-oriented colleges, and many higher vocational and secondary vocational colleges have opened civil aviation-related majors. Therefore, the current situation requires us to set up this major and train flight attendants with high quality, high ability and strong language ability to meet the needs of the current job market and the expanding development of civil aviation in China.

Seven. External image

1. Hairstyle: When a stewardess wears a uniform, her hair should be neat and beautiful, generous and natural, neat and well-groomed. Hairstyles are mainly based on the standard hairstyles stipulated by the crew business, leaving no weird hairstyles.

2. Make-up: The stewardess must put on her work makeup and make-up when on duty, keep a good mental outlook, and keep her hands and nails neatly trimmed. Don't use lipstick with unhealthy colors and bright colors, don't wear oversized accessories and fashion watches, and don't touch up makeup and embellishment in front of passengers.

3. Uniforms: When on duty, flight attendants of the same flight crew can dress according to the season of the flight, weather changes and personal physical quality, and flight attendants all wear skirts; When welcoming guests in cold areas, flight attendants can wear vests and coats. Leather shoes should be kept bright and intact, and single leather shoes should be worn in the air. Flat shoes can only be worn when serving in the air. Buttons must be buttoned when wearing uniforms, and flight attendants are not allowed to wear belts, scarves and gloves when wearing coats and trench coats. The boarding pass is worn on the chest of uniforms, windbreakers and coats and taken off after boarding; The service label is attached to the upper right of the uniform and the upper left of the shirt and apron.

Greetings in common service languages of flight attendants: Hello! Hello everyone! Good afternoon and so on.

Greetings, the representative language is: welcome! Welcome to visit again! Please go! Goodbye!

A typical question is: Excuse me, excuse me, may I? ...

Response language, the representative language is: hello! This is * *, what can I do for you? Yes, I know what you mean. I will try my best to meet your requirements. ...

Congratulations, typical expressions are: happy holidays, congratulations, congratulations, …

Thank you for your cooperation and support in our work.

Sorry, please wait, please forgive me, please take care of me, please. ...

Evasion, the representative language is: sorry, comrade! Please … I'll ask the leader … Don't say "no"

Typical expressions of apology are: I'm sorry, I'm sorry, I'm sorry, forgive me.