“会来事儿”的龙朦

高维微

“Sociable” Long Meng

Article|Reporter Gao Weiwei Figures|Provided by Interviewees

会来事儿，这是龙朦的一大特点。还没见面她就已经“研究”了我的朋友圈，和我攀谈时熟得像个老朋友。两个多小时的时间里，用她工作上遇到的各种趣事，逗得我开怀大笑。

聊天结束，她还不忘一再强调， “我能不能脱单，就全靠你啦！”

Obviously， Long Meng is much more"socially skilled" than others. Before ourmeeting， she had already "studied" myMoments and could talk with me likean old friend. In more than two hours.Iwas made to laugh continuously by theinteresting things she encountered atwork.

At the end of our chat， she still kepttelling me "My Mr. Right. depends entirelyon you！"

当好前台不容易

Front-desk staff is not a cushy job

岁末年初，在两舱（头等舱、公务舱）休息室工作的龙朦和她的同事们，马上又要进入“陀螺式”的春运备战模式。龙朦的主要工作，便是做一名合格的前台，但这并不容易，尤其是在旅客出行旺季。“你也知道，春运期间，出行人数会激增，这种时候，也最能体现服务品质，所以我们必须打起十二分的精神，面对每一个客人。”

在很多人的观念里，前台的工作相对固定和机械，但龙朦的工作却充满了挑战。

龍朦最怕的一件事，便是“乘客走丢了”。“有时登机后，会发现有乘客没登机，这时我们就要通过乘客预留的电话联系，确认乘客登机信息，最怕的是无论怎么拨电话，乘客都不接。虽然大多数情况是乘客最后自己选择终止行程，虚惊一场，但无论如何，我们一定要把所有工作做到位，不能有一点侥幸。”

和龙朦聊天，就会发现她是一个很有同理心、很乐观的女孩，特别是在遇到问题时，她总会往最好的方向去想。

2018年春运期间的一天，由于天气原因，去往北京的航班无法按时起飞，龙朦和同事一起，尽可能安抚旅客情绪。这时，她发现一名乘客的行为有些异常，“乘客从头到尾一句话不说，但是眼睛通红，我一看就觉得肯定有事儿。”

龙朦试图帮乘客改签航班，但遗憾的是所有航班要么延误要么满员。此时天色已晚，休息室工作人员只能安排乘客去酒店休息。

这时，那名眼睛通红的乘客突然找到龙朦，拉着她的手反复恳求：“妹妹，无论多晚，只要能够出发，请务必通知我。”龙朦靠着她“会来事”的本领，在送乘客去酒店的路上打开了乘客的心扉。

原来，这名旅客当天刚办完离婚手续，这天还是他女儿婚礼的日子，因为航班延误，他错过了女儿的出嫁。

听到这里，龙朦有些感慨，她告诉乘客，“我想我能理解这种感受，如果换作是我自己的爸爸，错过了我的婚礼，我也一定会很失落。”或许就是这样一句简单的话，触动了乘客的心弦。事后，龙朦收到了一封感谢信，信上写着“虽然这趟旅行对我来说很不幸，但因为有你，让我至少在旅途中感受到了美好”。

聊起那天的事，龙朦突然对我说： “我哪天要是准备结婚了，提前一个月就要把我爸妈看牢，绝不让他们在这种时候还往外跑。”

When the new year comes， Long Mengand her colleagues， who work in the loungefor the two caoins （first class and businessclass）. will soon enter the"spinning top"working mode for the travel rush in SpringFestival. Long Meng's main job is to be aqualified front desk staff. but this is not acushy job at all， especially in the peak seasonof tourists. "As you know. during the SpringFestival. the number of travelers will surge.At this time. the service quality can also bebest reflected. Therefore. we must be 120percent focused on each and every traveler. "

In the view of many people，receptionists， who just follows prescribedorders and requires no technical knowledgewhatsoever. In fact， Long Meng's work is fullof challenges.

The scariest part in her work is： " lostpassenger". "When passengers fail to boardthe plane on time， we need to call theirreserved number to confirm the situationwith them. The situation we most fear toencounter is that we called many timesand get no answer. In most of these cases，though， the passenger will voluntarilyterminate the trip， turning out to be a falsealarm. But anyway ， we have to do the best aswe can and never take any chances."

When talked with Long Meng. I foundthat she is a very empathetic and optimisticgirl， especially in face of problems. shealways hopes for the best.

One day during the Spring Festival in2018. due to weather reasons. the flightto Beijing could not take off on time. LongMeng and her colleagues worked together toappease the passengers as much as possible.During th e working period， she found thatthe behavior of a passenger was somewhatabnormal. "The passenger did not say a wordfrom beginning to end ， but her eyes were red.I felt that something must have happened."

Long Meng tried to help the passengerchange flights ， but unfortunately all flightswere either delayed or full. It was geLtinglate . and the lounge staff could only arrangepassengers to go to the hotel to take a rest.

At this moment ， the red-eyed passengersuddenly found Long Meng ， took her handand repeatedly pleaded. "Miss. no matterhow late， if the plane takes off， pleasebe sure to inform me." Due to her skills ingetting along well with people ， Long Menggained the passenger's trust and knew herstory.

He just completed the divorce formalitiesthat day， which was also the day of hisdaughter's wedding. However， because ofthe flight delay， he missed his daughter'swedding ceren ony.

Knowing that， Long Meng also feltregrets. She told the passenger， "I think Ican understand your feeling. If my fathermissed my wedding ， I would have been verydisappointed." Perhaps ， just these simplewords struck a chord with the passenger.Before long ， Long Meng received a thank-you note， which said ："Although it was anunfortunate trip ， but. because of you， I atleast felt happiness during it."

When talking about that day， LongMeng suddenly said to me，"If I am going to get marriedone day，I will keep my parents around me one month inadvance and never let them run out."

“我有個有趣的灵魂”

“I have an interesting soul”

“每天想想我的工作就很开心，特别期待每天都能遇见不同的人，期待和这些陌生人碰撞出火花。”她还不忘开个玩笑，“万一哪天还真遇到我的另一半了呢。”

与陌生人打交道，的确是件很微妙的事情。龙朦翻出手机里的照片说：“你看，我居然在机场碰到了我爸的老领导。”

说来也巧，龙朦送一位河南乘客登机，“T3航站楼很大，那趟航班的登机口又远，我一路上不停地和乘客找话题聊天。”这名乘客对龙朦的普通话评价很高，龙朦很大方地告诉乘客，因为父亲在河南过当兵，自己小时候生活在河南。这位乘客一听，竟问起了龙朦父亲的名字。

得知龙朦父亲名字后，这位乘客愣了两秒，叫住龙朦：“小姑娘，你来跟我合个影，记得把照片发给你爸，看他是不是还认得出我。”一路上，龙朦反复问乘客到底和自己父亲是什么关系，乘客却一直卖关子。

龙朦把照片发给父亲后，父亲告诉龙朦那是他所在部队的参谋长。

龙朦总说她有个“有趣的灵魂”，所以不会让自己“闲”着。最近两个月，很多人评价龙朦“长乖了”，这是因为龙朦最近发现了一个诀窍：“以前我画个淡妆就匆匆出门了，但这两个月我发现，出门前画个更精致的妆容，有助于提高工作状态。”她解释，“每次看到镜子里美美的自己，就会不自觉地想，我一定要保持一个很好的状态，才能更配得上这么精致的妆容。”

"I am very happy to think about my work every day，especially，I look forward to meeting different peopleand communicating with them."Speaking of which， shedid not forget to make a joke："What if one day I reallyfind my Mr. Right from them？

Dealing with strangers is indeed very fantastic. LongMeng found a photo in her cell phone and said.”Look.unexpectedly，I ever met my father's previous leader atthe airport. "

Once ， Long Meng sent a Henan passenger to boardthe plane. "Terminal 3 is very large and the boarding gateof that flight is far away， so I kept chatting with thepassenger all the way." As the passenger spoke highly ofLong Meng's Mandarin Chinese. she told the passengerthat because her father ever was a soldier in Henan. soshe lived in Henan during childhood. She didn't expectthat the passenger asked her father's name when heheard these words.

After learning the name of Long Meng's father，the passenger paused for a short while and said . "Littlegirl， take a picture with me， please， and remember tosend the picture to your father and ask him if he stillrecognizes me." Along the way， Long Meng repeatedlyasked the passenger who he is. but. to the end ， he stilldid not told her.