“山茶花”是怎样炼成的

◇ 文 |本刊记者图|

在2018年12月28日，重庆航空开通重庆直飞科伦坡航班，一群穿着旗袍的空乘人员乘坐首航航班，将重庆女孩的热情带到了遥远的热带岛国。这群重庆女孩们有一个共同的名字——“山茶花精英乘务组”。

这个乘务组既称精英，又能够以重庆市花“山茶花”为名，显然个个业务技能精湛，多才多艺。

On December 28, 2018, Chongqing Airlines launched direct flights from Chongqing to Colombo.A group of flight attendants wearing cheongsam took their maiden flight, bringing the passion of Chongqing girls to the remote tropical island.Chongqing girls in this group share one name--"Camellia Elite Cabin Crew".

This crew is called elite and named after the Chongqing's city flower "camellia", obviously indicating that they possess exquisite skills and they are multi-talented.

“山茶花”的晋级之路

Steps to Become a Member of “Camellia”

山茶花精英乘务组的主要任务，是执行重要保障航班、首航航班、精品航班、重大节日活动航班等。凭借着出色的业务技能，不断将重庆航空的品牌深入到每一个乘客心中。

要成为一朵“山茶花”，并不容易。精英乘务组成立一年多，众多的空乘人员中，也只有63名空乘人员成功入选。

进入山茶花精英乘务组，要经过严格的考验，除了本人自愿，还需要由各分部推荐，接受服务岗的审核和面试。审核包括此前的一年内有无有效投诉，有无人为原因的不安全事故和行政处罚扣分等等。

而在经历重重考验、成为“山茶花”之后，一旦连续12个月内出现乘务员原因有效投诉、人为原因不安全事件、行政处罚扣分等；连续6个月内出现2单（含）以上乘务员服务原因有效差评；近半年内因安全、服务、运行、行政等方面出现问题接受岗位降级或曾降过级处罚；年度病假累积达到30天以上……碰触到这些淘汰条款，就将退出“山茶花”的队伍，只能等待满足考试条件后，再次申请。

The main task of the Camellia Elite Cabin Crew is to provide services to important guarantee flights,maiden flights, premium flights and flights for major festivals, etc. With excellent and professional services from the cabin crew, Chongqing Airlines has become a well-known brand among passengers.

Yet it's not easy to be a "Camellia". The Elite Cabin Crew has been built for more than a year, with only 63 flight attendants selected from numerous candidates.

Besides willingness, candidates for the Elite Cabin Crew are required to pass strict selection process, submit recommendation letter from divisions and receive reviews as well as interviews from the service post. The review will examine whether the candidate received complaints a year before or not and whether her performance' scores were deducted due to man-made security accidents and administrative punishment.

After being a member of "Camellia", the flight attendant in this group still risks being eliminated from the group if she has following behaviors∶Receiving valid complaints and having performance scores deducted due to man-made security accidents or administrative punishment within 12 months in a row; Receiving 2 or more valid bad comments about poor services within 6 consecutive months;Being demoted due to safety, service, operation,administration and other problems within half a year or being demoted as a punishment; Taking annual sick leave that accumulates to more than 30 days...After being eliminated from the "Camellia"group, candidates can't apply for the position until she passes all qualifications.

生活中的“山茶花”也有活泼俏皮的一面

精益求精的“山茶花”

The “Camellia” Group Who Pursues Excellence

在成功入选山茶花精英乘务组以后，各种提升队员业务水平的培训也会接踵而至。

近年来，重庆航空一直在打造“美丽客舱，心致行美”的文化理念，“山茶花”们需要在乘务员的基本技能之上，对于业务技能的掌握更为精准。比如语言方面要更能根据场合，灵活选择说话方式，比如飞机上客舱灯光如何进行更为精细的把控等。

按照山茶花乘务组的要求，全体组员需要时刻从旅客感受出发，关注旅客需求提升服务品质。在服务中要求每位乘务员要做到“开口前服务”，即从旅客的一个眼神、一个动作、一个表情捕捉服务信息，把服务做在旅客开口之前，并针对不同的旅客，提供个性化的细微服务，给旅客带来“舒心”之旅。

山茶花们的专业技能培训，还包括国际礼仪、沟通技巧等方面，甚至去年12月还专门进行了一场葡萄酒品鉴，目的就是多方面提高素质技能，通过不断提升自我修养与内涵，提升服务品质。努力营造高贵、典雅、团结、活力的班组文化氛围，提升组员的服务技巧，在航班服务过程中更好地展现重航客舱空乘人员专业优雅的风采。

此外，“山茶花”们还会有实战练习，每个月都会组织一次国际航班或高原航班的集中飞行，让“山茶花”们能够学以致用。除了“老带新”这样的常规学习模式外，飞行结束后，还会开展针对性的指导。

“山茶花”们在日常飞行中，会分散到各个乘务组中，精湛的服务技能也会对日常的乘务工作起到带动作用，这也让乘务组通过以点带面的方式促进服务水平全面提升。

Various performance-enhancing trainings will come on the heels of the participation of the Camellia Elite Cabin Crew.

In recent years, Chongqing Airlines has been working on the concept of "Beautiful Cabin Crew with Warm-hearted Services". That requires flight attendants to gain more professional skills on top of basic skills. For example, they are required to talk to passengers in a more appropriate way according to different circumstances. And they should know when to adjust the light in the cabin according to customers' needs.

在一些首飞航班上，“山茶花”们会以一身旗袍亮相

The standards of "Camellia" require its members to stand in customers' shoes in every thing she does and pay great attention to customers' needs and improve service quality accordingly. Each flight attendant is required to "provide timely services even before the customer asks". That said, the flight attendant should be able to read customers'intentions from their eyes, moves and facial expressions, and provide personalized services to customers accordingly so that customers can enjoy a warm-hearted travel experience.

The professional skill training for the "Camellia"touches upon various fronts, like international etiquette and communication skills. A Wine Tasting was held in last December with an eye on improving the quality and skills of attendants in various aspects and enhancing service quality through continuous self development. The "Camellia" group works to build a cultural atmosphere featuring nobility,elegance, unity and dynamism and seeks to improve the service skills of team members so that they can show the elegance and professionality of Chongqing Airlines during the entire flight.

In addition, "Camellia" members are offered chances to apply what they've learnt into practice,with an international flight or intensified flights like plateau flight being scheduled each month. On top of regular leaning model of "the old guiding the novice", tailored guidance will be provided after a flight.

During daily flights, members of the "Camellia"will be distributed to each crew. With professional and high quality services, they would act as role models for other attendants to follow, greatly boosting the quality of services provided by all flight attendants.

空中飞舞的山茶花

The “Camellia” in the Sky

“山茶花”们个个形象气质与经验技能兼具

凭借出色的业务水平，“山茶花”们在一年多的时间内，已经多次执飞重要航班。在去年的大型节日中，山茶花乘务组都出色完成了任务。

在去年春节主题客舱活动中，副组长王雪带班，在前往三亚的航班上圆满完成了机上航班活动。全体机组成员别出心裁地向乘坐航班的每一位旅送上了一千个祝福、一千个心愿，让旅客在飞行中也能感受到节日的氛围。今年春节，主题客舱活动还会继续。

重庆航空“会员日”的航班活动中，重庆航空携手猫眼电影APP在会员专享日里，为从杭州前来重庆的乘客们，组织了别开生面的“悦·春”主题活动。

重航首架A320neo正式入列并进行首飞的时候，山茶花精英组执行了本次航班任务。为了更好地提升旅客们乘坐新型飞机的体验，山茶花精英组特别为旅客准备了主题航班活动，并为乘客调制了木棉特饮和空中茶苑特色饮品。

除了执行飞行任务，多才多艺的“山茶花”们也为公司挣来了不少荣誉。

在南航集团“美丽客舱，心致行美”的决赛中，山茶花精英组乘务员赵秋悦，通过专业的职业技能、素质、以及良好的职业形象，经过层层选拔、激烈角逐，在此次比赛中，荣获了“南航美丽客舱，心致行美十佳形象大使”的荣誉称号。

在南航举办的“桃李杯”舞蹈比赛中，重航山茶花精英组乘务员卢婷更是在众多的竞争者中拔得头筹，荣获“一等奖”。

一年以来，山茶花精英乘务组的品牌已悄然打响，这也有助于重航加快实现重庆江北机场旗舰型主基地航空公司目标，让山茶花精英乘务组成为重庆航空的一张靓丽名片，面向社会推广，增加舆论影响力和群众辨识度。

山茶花精英乘务组负责人严维介绍，在后期，山茶花精英乘务组还将定期开展主题团建日活动，并准备制作一系列带有山茶花标识的胸花、名牌、服装等，以提升精英组组员的辨识度。而“山茶花”们对自己的要求，更是没有最好，只有更好。

With remarkable professional skills, the "Camellia"has served many important flights in more than a year.The Camellia Cabin Crew delivered perfect performance in last year's major festivals.

In last year's Spring Festival cabin activity, deputy group leader, Wang Xue, led the crew successfully completed the activities on the flight to Sanya. The entire crew came up with an unique and creative idea of giving one thousand blessings and wishes to each passenger, allowing passengers to feel the happiness of the festival during the flight. The theme cabin activity will still be held at this year's Spring Festival.

In the flight activity of "Membership Day" of Chongqing Airlines, the carrier organized an unique"Happy · Spring" activity for passengers coming to Chongqing from Hangzhou with Maoyan Movie APP.

The Camellia Elite Group carried out the mission when the first A320neo of Chongqing Airlines was officially launched for its maiden flight. In order to enhance passengers' flying experience in the new aircraft, the Camellia Elite Group prepared themed flight activities especially for passengers, and prepared kapok special drinks and special tea for passengers.

Besides from completing flying missions, the multi-talented "Camellia" group has also earned reputation for the company.

With professional skills, quality, and a good professional image, the attendant Zhao Qiuyue, a member of "Camellia Elite Cabin Crew", was awarded the honorary title of "Top 10 Image Ambassador of Warm-hearted Services from Beautiful Cabin Crew of China Southern Airlines" in the finals of "Beautiful Cabin Crew with Warm-hearted Services" held by China Southern Airlines, after strict selections and fierce competition.

In the "Tao Li Cup" dance competition held by China Southern Airlines, Lu Ting, a member of the Camellia Elite Group, won the "first prize" among numerous competitors.

Over the past year, the Camellia Elite Cabin Crew has been well recognized by customers, which gives a strong boost for Chongqing Airlines to become a flagship carrier in Chongqing Jiangbei Airport.Additionally, the Camellia Elite Cabin Crew will also become a particular icon for Chongqing Airlines by promoting it to the general public and increasing its influence.

Yan Wei, the head of Camellia Elite Cabin Crew,introduced that in the future, Camellia Elite Cabin Crew will also regularly carry out themed group building activities and enhance the identification of elite crew members by providing them with camellialogo corsage, name badge and clothing. The "Camellia"members never let themselves rest till their good is better and their better is best.