休息室故事

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在机场航站楼休息室，总能看到一群穿着制服跑上跑下忙碌的身影。重庆航空公司工作人员李英姿便是其中之一。

李英姿在两舱（头等舱和高端经济舱，编者注）休息室工作了两年多，从最初的被动服务，到如今主动将服务做到尽善尽美，她和同事们，正让重庆航空良好的品牌深入到每一个旅客心中。

In the lounge of airport terminal, you can always see the hustle and bustle of people in the uniform.Li Yingzi, the staff member of Chongqing Airlines is one of them.

Li Yingzi has been working in the lounge of two classes (the first class and premium economy class,noted by your correspondent) for more than two years. From passive service at the beginning to active and perfect service now, she and her colleagues are trying their best to make every each passenger impressed by the Chongqing Airlines' good brand.

休息室里的多面手

All-rounders in the Lounge

重庆江北国际机场T3航站楼，重庆航空两舱休息室面积八百多平方米。李英姿和她的同事们要在这里，接待头等舱、公务舱以及明珠金银卡旅客，为他们提供各种服务。

对于不了解内情的人来说，休息室的工作似乎很简单轻松，但事实并非如此。由于轮岗的制度，李英姿和她的同事们，个个都练成了多面手。

多数情况下，到休息室的客人最先接触的是巡厅岗的工作人员。这个岗位的人员，要向客人介绍休息室的服务。此外，这里也相当于问询台，旅客的问题都要尽力解决。

而信息工作岗，需要工作人员及时关注航班信息，并对旅客的行程信息了如指掌，随时提醒旅客航班的最新动态，提醒他们做好登机准备。一旦航班出现延误等情况，需要及时为旅客提供其他方案。

此外，李英姿还要负责维护休息室的设施，比如卫生间的纸巾、护手霜、漱口水等。在休息室，李英姿还要维护为客人提供的电脑、电视等设施设备，一旦设备有问题，需要及时送去维修。“有时候，还要把货物从安检处搬运进休息室。”这意味着在身兼保洁员、设备维修员之外，李英姿还要充当搬运工的角色。这无疑又是个相当费体力的工作。

休息室为旅客提供了餐饮服务，而验收餐饮也是李英姿的职责。“餐饮是最关乎形象的细节，因此我们对餐饮的巡视检查也成了工作的重中之重。”李英姿告诉我们，她和伙伴们曾为了保证食物安全，把所有的绿植搬离了餐饮区——因为绿植上易生飞虫，飞虫喜欢飞到食物上。

In Chongqing Jiangbei international airport T3 terminal, the lounge of two classes of Chongqing Airlines is more than 800 square meters. Li Yingzi and her colleagues are here to serve passengers of firstclass, business class and Pearl Club Gold and Silver card holders, providing various services for them.

For outsiders, the work in the lounge seems pretty much easy, yet it's not. The rotation system has turned Li Yingzi and her colleagues into allrounders.

In most cases, the first person that passengers contact when they enter the lounge is a staff on patrol, who will give introductions about services provided by the lounge. That said, the service provided in the lounge is equivalent to that of information desk. People on this position need to do whatever they can to satisfy the needs of customers.

People work at the information desk are required to pay attention to flight information in a timely manner, and know the itinerary information of passengers thoroughly, so as to remind passengers of the latest flight changes at any time, and remind them to be ready to board the plane. Once the delay occurs,they need to provide other solutions to passengers.

In addition, Li Yingzi is responsible for maintaining the facilities in the lounge, such as tissues, hand cream and mouthwash in the toilet. In the lounge,Li Yingzi also needs to maintain the computer, TV and other facilities and equipment provided to the guests. When a problem occurs, the equipment needs to be sent to the maintenance department in a timely manner. "Sometimes you have to carry goods from the security checkpoint to the lounge. "This means that aside from being a cleaner and equipment repairman,Li Yingzi also needs to work as a porter. Undoubtedly,this is a laborious job.

As the lounge provides catering services for passengers, the food inspection work falls on the shoulders of Li Yingzi. "Details are paramount for the catering service. Because of this, we place food inspection high on our agenda. "Li told us that she and her partners once had moved all the plants out of the food court to ensure food safety -- because plants are prone to having flying insects that like to land on the food.

把服务深入到每一个角落

The Service in Every Corner

与机舱服务不同，地面服务相对服务时间更长，因此，地面服务也越来越强调服务性。旅客到休息室，就应该享受全程的服务。

刚开始处理服务问题时，李英姿说自己很忐忑。不过她渐渐发现，服务也让人与人之间有了更多的温情。李英姿工作不久，便遇见了一位女乘客，巧的是，在不长的一段时间内，她与这位乘客巧遇了四次——

第一次遇见这位旅客是因为她的航班延误，尽管李英姿帮助她成功改签，但乘客依然有些不愉快。第二次遇见这位旅客时，李英姿一眼就认出了她，热情地向她打招呼，并帮她解决了忘记调整座位的问题。第三次遇见这位旅客时，李英姿发现她面容憔悴，身体似乎不太舒服。李英姿赶紧端来一杯热水，让她好好休息，并且在登机的时候提醒她。到了第四次，两人碰面时，对方也热情了起来，主动向李英姿打招呼，和她聊天。

尽管是件很小的事情，但李英姿却逐渐建起了沟通与服务的信心。如今，每当安抚好一个旅客，她都会觉得特有成就感。

Unlike cabin service, ground service lasts longer. Therefore, ground service is becoming more and more service-oriented. Passengers are supposed to enjoy the whole service when they arrive at the lounge.

Li said she was nervous and upset when she first started dealing with service problems. Yet gradually,she found that service also brings more warm to people. Not long after she started her career, she met a female passenger, coincidentally, she met this passenger four times in a short period of time——

The first time she met the passenger was because her flight was delayed, and although Li helped her change her flight ticket, the passenger was still a little unhappy.Li recognized the passenger at first sight when she met the passenger the second time. Li greeted the passenger warmly and helped her solve the problem of forgetting to adjust her seat. The third time she met the traveler,Li found the passenger haggard and uncomfortable. Li quickly brought her a cup of hot water, told her to have a good rest and reminded her to board the plane on time.The fourth time when they met, the passenger also began to show her affability and kindness. She actively greeted Li Yingzi and chatted with her.

Although it was a small thing, it helped Li gradually build up her confidence in communication and service. Today, she feels a sense of accomplishment whenever she satisfies the needs of a traveler.

尽最大努力试一试

Try Your Best

为旅客改签、协助旅客登机……这看似普通的背后，需要很多意想不到的努力。

李英姿讲述了一段自称为“奇迹”的经历。

那是一次连李英姿自己都不知该归为“精彩极了”还是“糟糕极了”的经历。当天早早来到单位，正准备上班的李英姿接到一个临时任务，帮助一名外籍乘客改签其它航空公司的机票，并送乘客登机。

当她看到登机信息后，脑袋一下就懵了。旅客购买的是联程机票，一旦飞机延误，手续相当麻烦。旅客想要顺利进入下一个行程，那么改签的航班就必须比原航班的起飞时间推迟半小时以上。而整个过程，留给她的时间只有不到一小时，旅客还有行李要取。通常情况下，取行李就有可能耗时半小时。在当时看来，要想顺利登机简直是件不可能完成的任务。

此时，外籍乘客坚定地对李英姿说：“Can we try（争取一下可好）？”

面对乘客期盼的眼神，她和乘客商量，如果在半小时没取到行李，就放弃原先的计划。没想到，取行李只用了十分钟。取到行李后，李英姿推着行李和旅客一起狂奔到航空公司柜台。办理改签手续异乎寻常的顺利，但到安检时出现了小意外，乘客被要求开箱检查。不过，在所有人的通力配合下，迅速找到了问题，原来是行李箱内的电动牙刷的电池问题。

问题处理完后，让李英姿没想到的意外再次发生。安检员发现乘客的登记号错误，李英姿赶紧帮他申请更改。过了安检，李英姿发现离登机结束只剩六分钟，偏偏登机口是距离安检处最远的那个。李英姿记得，当时她和乘客在路上狂奔，甚至引来了旁人的侧目。跑到登机口时，时间只剩下一分钟。李英姿顾不得乘客绅士般地向她道谢，赶紧把他推上登机口，这才长舒了一口气。

Changing passengers' visas or assisting passengers to board...Behind these seemingly ordinary work, a lot of unexpected efforts are required.

Li Yingzi recounted what she called a "miracle"experience.

It was an experience that Li herself didn't know whether to label it as 'fantastic' or 'awful'. One day when Li arrived early at work and started to prepare for work, she received a temporary task to help a foreign passenger change his ticket to another airline and send the passenger to board the plane.

生活中的李英姿如同她的名字一样，英姿飒爽

Yet her mind went blank as soon as she saw the boarding information. What the passenger purchased was an interline ticket, which means that once the plane delayed, the procedures were quite troublesome.If the passenger wanted to make it to the next leg of his journey, then he must ensure that his rebooked flight was half an hour later than the departure time of the original flight. Yet she was left less than an hour to deal with the problem and the passenger still had his luggage to pick up. Normally, it would take half an hour to pick up your luggage. It seemed impossible to board the plane successfully at that time.

Yet at this point, the foreign passenger said firmly to Li Yingzi: "Can we try? ”

Facing the expectant eyes of the passenger,she discussed with him that if they did not pick up the luggage within half an hour, they would give up the original plan. Unexpectedly, it only took ten minutes to pick up the luggage. After picking up the luggage, Li pushed it along with the passenger and rushed to the airline counter. The check-in process was unusually smooth, but when it came to security there was a minor incident and the passenger was asked to open his suitcase for inspection. However,thanks to the help from everyone, the problem was quickly found, which turned out to be the battery of the electric toothbrush in the luggage.

Yet when the problem was solved, an unexpected incident occurred again. The security inspector found that the passenger's registration number was wrong, and Li Yingzi quickly helped him apply for the correction. After the security check, Li Yingzi found that there were only six minutes left before the boarding, yet the boarding gate was the farthest from the security checkpoint. Li Yingzi remembered that she and the passenger raced to the boarding gate and thus captured much attention in this way. When they arrived at the boarding gate, there was only one minute left. Li Yingzi didn't have time to thank her passenger politely.She hurriedly took the passenger to the boarding gate before taking a deep breath.