What is the dress code for high-speed rail flight attendants?

Station Service Etiquette

1. How should passenger transport staff greet passengers when seeing them off?

Answer: Passenger transport staff should smile and nod, with kind and soft eyes, body Bow 30°, and use greeting words at the same time - "Hello!"

2. What issues do passenger service personnel need to pay attention to when passing by passengers who are talking face to face at the aisle?

Answer: In this case, passenger service personnel must not pass between passengers. When crossing, you can greet the two passengers with a smile and ask them to take a seat before passing, or you can pass behind one of the passengers.

3. What should the passenger service personnel do when their makeup falls off due to weather, working environment, etc.?

Answer: At this time, the passenger service personnel are not allowed to bring residual makeup to work and should promptly Go to restrooms or unoccupied areas for touch-ups to maintain a good service image. Remember, you cannot take out your makeup box to touch up your makeup in front of the mirror in front of everyone, let alone put on makeup in front of your male colleagues, as this is very rude to others and yourself.

4. What are the requirements for work makeup for female passenger service staff?

Answer: (1) The color of the lipstick must be bright, and pearlescent lipstick and unhealthy-colored lipstick are not allowed.

(2) The color of eyebrows should be close to the color of hair, and they should be trimmed beautifully and neatly. The eyebrow pencil should be black or dark brown.

(3) When using eye shadow, the color should be consistent with the color of the uniform.

(4) When applying eyeliner, the color should be black or dark brown.

(5) Perfume should only be light and elegant, and should not be too fragrant or too strong. You can spray mouth perfume to keep your breath fresh.

(6) The hands should be kept clean and healthy, the nails should be trimmed neatly and beautifully, and the nails should be kept flesh-colored. Transparent nail polish can be applied, but there should be no peeling off. The length of painted nails should not exceed 3mm, and the length of uncolored nails should not exceed 2mm. The length of fingernails should be consistent.

5. What should male passenger personnel pay attention to when grooming their hair before taking up work?

Answer: (1) The hair should not be too long, the front hair should not cover the forehead, and the side hair should not cover the ears. The back hair should not reach the collar level, no big sideburns should be left, and the head should not be shaved.

(2) Hair should be clean, shiny and free of dandruff.

(3) Hair style should be trimmed appropriately, neatly combed, and styled with hairspray, mousse, etc., and should not look messy.

(4) Hair should be kept black or natural color, and wigs are not allowed.

6. What should female passenger personnel pay attention to when grooming their hair before taking up work?

Answer: (1) Hair should be clean, shiny and free of dandruff.

(2) Short hair should not be shorter than two inches, and the longest hair length should not exceed the bottom line of the collar. Bangs should be kept above the eyebrows. Strange hairstyles are prohibited.

(3) Any hairstyle should be neatly combed and styled with hairspray, mousse, etc. It should not look messy.

(4) Hair should be kept black or natural color. Colored hair should not be dyed or wigs should be used.

7. What issues should passenger transport staff pay attention to when checking tickets?

Answer: (1) The language when checking tickets should be friendly and polite, with the word "please" at the beginning, such as "please" "Show your ticket", "Please keep your ticket, thank you", and avoid using blunt and indifferent language such as "Check the ticket, take out the ticket", "Why don't you buy a ticket", "Go and replace the ticket".

(2) If we encounter a passenger who is ignoring or uncooperative, no matter what the reason is, we cannot care about it. We can slightly raise the volume and say in a kind manner: "Sir/Madam, please show me If you don’t have time to replenish your ticket, you can go through the replenishment procedure." As long as we speak truthfully and be kind, passengers will show their tickets.

8. What are the operating specifications for "smile service" for passenger transport staff?

Answer: Turn the corners of your mouth upward slightly, making your lips slightly arc-shaped, without disturbing your nose or making any noise. A slight smile on the premise of laughter.

When smiling, the eyebrows should be stretched naturally, the eyebrows should be raised slightly, the eyes should be soft and bright, and the eyes should be slightly opened. When you smile, you should strive to be the same on the outside as you are on the inside, and be friendly and natural.

9. What is the standardized practice when passenger transport personnel bow to passengers?

Answer: (1) When bowing, you should smile, keep your feet together, and toes slightly apart. Put the four fingers of both hands together and hold them crosswise. The right hand is stacked on top of the left hand, hanging naturally in front of the abdomen. With the waist as the axis, the head, neck, and back are in a straight line, and the waist is bent downward; when the upper body is raised, it is higher than the waist. Slightly slower when bending down; the line of sight moves with the movement of the body. The order of line of sight is: the passenger's eyes - feet - eyes.

(2) When thanking passengers or returning gifts, bow at 15°.

(3) When greeting or seeing off important passengers, bow at 30°.

(4) When apologizing to passengers, bow at 45°.

10. How should transport personnel deliver items to passengers?

Answer: First, passenger transport personnel must use both hands to deliver pens and other items. When unable to use both hands, they should try to use their right hand. .

Secondly, pay attention to the sharp edge facing you.

Finally, you should take the initiative to walk to the passenger and deliver the item, and then let go after the passenger has received it firmly.

11. What is the standard posture of passenger transport personnel at work?

Answer: Female: Put your feet together, right foot slightly backward, toes separated into a "T" shape, hands Hold each other crosswise, with your right hand stacked on top of your left hand, hanging naturally in front of your abdomen.

Male: Stand with your feet shoulder-width apart, your toes slightly pointed outwards, your hands behind your back, your left hand half-clenching, and your right hand holding your left wrist.

12. What is the correct gesture when the passenger service staff gives directions to passengers?

Answer: When indicating the direction, the passenger service staff should put their five fingers together and move the lower arm to the upper arm according to the instructions. Adjust the height of the arm according to the distance, rotate the body naturally in the direction of the hand, and look in the direction indicated; when retracting, the forearm should be retracted naturally in a slight arc inward of the body. Never use one finger to point directions or passengers.

12 What is the correct gesture when the passenger transport staff asks the passenger to take a seat?

Answer: The correct gesture for the passenger transport staff is: fingers together, arms stretched out diagonally downward, palms facing the other party , fingertips pointing to the chair, body slightly bent forward to show respect.

14. What issues should transportation personnel pay attention to when guiding passengers to walk?

Answer: (1) When passenger transportation personnel are guiding passengers to walk, they should walk about 1m in front of and to the left of passengers place, and always pay attention to whether the passengers are traveling with them, and the traveling speed is coordinated with the other party.

(2) Timely reminders. When guiding passengers, you must keep them as the center at all times; when passing through turns or areas with obstacles, you must remind them to pay attention.

(3) Adopt correct posture. When asking the other party to start traveling, you should face the other party and lean slightly; when talking to the passenger or answering the other party's questions while traveling, your head and upper body should be turned towards the other party.

15. What kind of squatting posture should people adopt to pick up items on the ground?

Answer: When picking up items on the ground, you are not allowed to bend down and must squat. When squatting, put one leg in front and one behind, keep your legs together, put the hand on the high side of the leg lightly on the knee, and use the hand on the low side of the leg to pick up items. Try to keep your back naturally straight, and squat lightly. Get up, squat straight up.

16. How should transportation personnel avoid oncoming passengers?

Answer: When passenger transportation personnel and passengers are walking opposite, do not rush to the front, but should take the initiative to stop and reach out to signal to give way. Do not compete with passengers or walk side by side.

17. How should passenger transport staff use pallets correctly when they need to deliver a lot of items?

Answer: When using a pallet, hold the back half of the pallet with both hands and hold it tightly with your thumbs. The inner edge of the tray, and the remaining four fingers support the bottom of the tray; the height of the tray should be above the waist but below the chest, with the end of the tray flat and slightly tilted inward; the items placed on the tray should not be too high, preferably no higher than the chest.

18. What is the standard walking posture? What issues should be paid attention to at the same time?

Answer: The standard walking posture for passenger transport personnel is to hold the chest up, the abdomen upright, the neck upright, and the eyesight In front, the body should be naturally straight, with arms swinging naturally or holding hands hanging naturally in front of the body, walking on the same straight line with the inside of both feet, without swaying from side to side, and the steps should not be heavy, too large, or too hasty. At the same time, when patrolling, the interference to passengers should be reduced. Do not be expressionless or look around. In special circumstances, you should greet passengers with a smile and ask if they need help.

19. What should personnel do when they find a passenger around them who needs help?

Answer: When passenger transport personnel notice that a passenger needs help, they should take the initiative to step forward and maintain eye contact. Ask with concern, place your hands naturally in front of you, keep an appropriate distance from the passenger, and use a gentle voice when asking: "Hello, how can I help?" We want the passenger to know that we are aware of his needs and are happy to provide them. Help is invisible.

20. How do transport staff use their eyes correctly when talking to passengers?

Answer: When talking to passengers, passenger service staff should usually look at the middle triangle area of ??the passenger's face. That is, between the eyes and the mouth. Avoid looking at passengers up and down, averting your eyes or looking away.

21. What etiquette rules need to be observed when talking with passengers?

Answer: (1) When talking to passengers, you must face the other person and keep a distance of 45~100cm from them. Do not Get too close to passengers to avoid making them resentful.

(2) Stand in a straight posture, and you can adjust your body posture and height by bending slightly or squatting down.

(3) Look at each other to show respect.

(4) Listen actively to what passengers are saying, and do not look around or be distracted.

(5) When speaking, speak clearly, with a gentle tone, elegant words, moderate volume, and a sincere attitude, giving the other party a sense of consideration and trust.

(6) If you have to interrupt a passenger, you should wait for the other party to finish speaking and then say "I'm sorry" before explaining.

(7) When meeting passengers who often take trains, you should take the initiative to say hello and express welcome.

(8) We must try our best to meet the reasonable requirements put forward by passengers. If we are unable to do so, we must patiently explain. Things promised to passengers must be implemented and kept true to their word.

(9) Do not inquire about the privacy of passengers, especially the age of foreign tourists (mostly female guests), salary income, price of clothes, etc.

22. What etiquette should be paid attention to when shaking hands?

Answer: You should extend your right hand generously, do not twist it, and hold it at the opponent's tiger's mouth; master the strength of the handshake , should not be too heavy or too light, the strength should be 70%; look at the other party and smile; communicate verbally when shaking hands, such as: "Hello!" Finally, control the handshake time, not too long, end in 3 to 5 seconds.

23. How should passenger transport personnel listen to passengers’ complaints?

Answer: Passenger transport personnel should suspend the work at hand, look at each other visually, and show that they are listening with a concerned expression. Passenger transport staff should listen patiently and tirelessly to passengers' requests or opinions, and should not be perfunctory or absent-minded. At the same time, feedback must be given in a timely manner to achieve the purpose of correctly understanding the other party's true meaning.

24. What etiquette should passenger service personnel pay attention to when raising hands in salute?

Answer: Passenger service personnel should wear uniforms and hats and stand in a standing posture when raising hands in salute. , the palm of your right hand should be stretched flat and parallel to the forearm, the five fingers should be together, the thumb should be slightly bent and attached to the index finger, the arm should be raised, and the tip of the middle finger should lightly touch the brim of the hat for two or three seconds. If you are wearing plain clothes or uniform without a hat, you should bow or nod in greeting.

25. What are the welcome and farewell etiquettes in VIP room service?

Answer: When a guest arrives, you should take the initiative to greet him or her, bow to him or her, and guide the guest After taking a seat, important guests should be greeted at the entrance of the hall. When guiding guests, you should walk in front of and to the right of the guests, keeping a distance of two to three steps. To invite guests to sit down, you should use both hands to pull the seat open with quick movements and ask the guests to take their seats. If there is a sofa in the living room, you can directly use gestures to invite guests to sit down.

Send warm greetings to guests when they leave. When seeing off guests, you should walk behind the guests. Keeping two to three steps apart, walk guests to the door and say a cordial goodbye. If you are welcoming guests in a car, you should take the initiative to open the door for them. Important guests should be helped to carry their belongings and put them in the car. When the vehicle starts, wave goodbye to the guests with a smile on your face. Those greeting guests can help with luggage and groceries, but do not help with briefcases or handbags.

26. What are the etiquettes for serving tea to guests in VIP room service?

Answer: When serving tea, the tea must be brewed in another room and then sent there. When putting tea leaves

Use a tea spoon and do not hold it directly with your hands. When serving tea to guests, use both hands and avoid touching the rim of the teacup with your fingers. The bottom of the cup should be wiped dry with a towel. When refilling tea, the tea cup should be lifted away from the table to avoid pouring it on the table and soiling the guests' clothes and hats. When pouring tea for the first time, it should not be filled to the top, but should be about 50%. Tea should be replenished in a timely manner, and water should not be poured in until the guests have finished drinking. Each time you refill the tea, you can only pour it 80% full to make it easier for guests to drink.

27. What service skills do passenger transport staff need to master during inquiry service?

Answer: (l) When a passenger inquires, the service staff should look him in the face with a smile and respond politely. Asking politely: "Do you need help?" This will quickly eliminate the passenger's anxiety and uneasiness, and the two parties can communicate in a harmonious atmosphere.

(2) When passengers inquire, service staff should answer passengers’ questions enthusiastically. When you encounter someone asking questions on the road, you should stop and ask him/her proactively and with concern: "Sir/Ms., do you need my help with anything?" to show the sincerity and kindness of the service staff.

(3) When answering passengers’ inquiries, do not talk about things you don’t know or are unsure about, and deal with passengers perfunctorily. Passengers should be brought to the information desk or relevant positions for consultation until the passengers are satisfied, and strive to ensure that the inquiry work starts and ends well.

(4) When a passenger asks for directions, if the service staff knows it, he should tell the other party clearly and in detail how to go. If necessary, he can draw a route map; if the service staff does not know, he can say: "I'm sorry." "Sir, Madam, I'm not sure about the place you're talking about, but you can go to the station information desk and ask the staff there to check the map for you, okay?" At this time, the service staff should take the passenger to the inquiry immediately. information desk, or give passengers clear instructions on how to get to the information desk.

(5) In the inquiry service, we should try our best to never tire of asking questions and never get frustrated. You should accumulate rich knowledge, including mastering the basic business knowledge of this position, and summarizing, accumulating and understanding the business knowledge of other related positions. More extended knowledge about transportation, tourism, shopping, catering, accommodation, medical care, etc. should also be collected and handed over to avoid embarrassment in front of tourists and worry about their concerns.

28. How should passenger transport personnel handle inquiries from multiple passengers?

Answer: If there are inquiries from multiple passengers, they should answer them one by one calmly and not just

One person left the others in the cold. You can say: "Don't worry, everyone, I will solve everyone's problems one by one, okay?"

29. How should passenger transport personnel serve disabled passengers?

Answer: (1) Place passengers closer to the ticket gate and actively support them to sit properly.

(2) After the passenger is seated, he should take the initiative to offer a pillow or blanket and place it under the arm of the injured person.

(3) Passengers with foot injuries, legs or other lower limb disabilities should promptly use small cardboard boxes and other items to elevate their lower limbs when seated to make them feel as comfortable as possible.

(4) Passenger service staff should maintain a normal attitude when serving disabled passengers (especially those who have just been injured) to avoid hurting their self-esteem. They can understand the needs of passengers through fellow passengers.

(5) Passengers should actively support themselves when using the restroom.

(6) Ask passengers whether they need a wheelchair. The service will not end until the passenger gets on the train and hands it over to the conductor.

30. How should passenger transport companies serve VIP passengers?

Answer: (1) They should understand VIP passengers’ positions, service preferences and other information to provide them with personalized services.

(2) When passengers are waiting for the bus, hang up their clothes and indicate their seat numbers in a timely manner.

(3) The attendant on behalf of the team delivered a welcome speech to the passengers, expressing that he was deeply honored to serve them and would serve them wholeheartedly.

(4) Take the initiative to ask the accompanying personnel to understand the VIP passengers’ ride status.

(5) Take the initiative to help passengers when they need a rest. Passengers should be given hot towels and tea as soon as they wake up.

(6) While waiting for the bus, reduce unnecessary interference to passengers. If passengers do not need to provide services, the passenger carriers should do a good job of handover to avoid repeated inquiries.

(7) When seeing off passengers, help the passengers pick up their luggage and hand it over to the accompanying staff, and say goodbye sincerely, looking forward to continuing to serve them in the future.

(8) When chatting with VIP passengers, avoid topics involving business secrets or politics.

31. How should passenger transport personnel serve VIP passengers’ entourage?

Answer: (l) Do not ignore VIP passengers’ entourage. All services should be given priority over ordinary passengers.

(2) The accompanying persons are people who are close to the VIP passengers. If there are available seats, the VIP passengers can be consulted and arranged to sit together.

(3) Take the initiative to provide newspapers, tea and other services to the accompanying persons.

(4) Communicate with accompanying personnel at any time and provide corresponding services to VIP passengers in a timely manner.

(5) On-duty personnel and passenger transport personnel need to observe and inquire about the satisfaction of accompanying personnel on the service quality of the station at any time.

32. How should passenger transport staff serve pregnant women?

Answer: (l) Pregnant women should be provided with blankets to put under their lower abdomen, more cleaning bags, and proactively ask pregnant women The feeling of waiting for the bus is taken care of at any time.

(2) When boarding the bus, the passenger carrier can assist passengers to pick up their luggage and deliver it to the door of the bus.

(3) When getting off the bus, the flight attendant can help passengers pick up their luggage and deliver it to the door of the bus.

33. How should passenger transport staff serve child passengers?

Answer: (1) Children need to bend down when waiting to express welcome and care. For children who are riding for the first time, they must Inform the accompanying person not to let the child run around while waiting for the bus to avoid loss.

(2) Provide some reading materials, toys, candies, etc. that children love and are interested in based on the existing conditions of the waiting room.

(3) Take the initiative to provide pillows for babies to cushion their heads.

(4) Take the initiative to help the accompanying person with the baby pick up and place the belongings they carry with them (remind the adult in advance to take out the items for the baby and put them in a place that is easy to access).

(5) During meals, remind passengers to pay attention to the drinks (especially hot drinks) on the coffee table to avoid spilling them on the baby. At the same time, take the initiative to ask adults if they need to prepare food for the baby and if they need to prepare milk powder. When does it need to be flushed? Are there any special needs? Wrap the prepared bottle in a small towel or napkin and give it to the baby's mother.

(6) When providing tea service, it must be provided to the guardian and then passed to the child or infant. Cold drink service must also provide a straw.

(7) Passengers with infants need the constant attention of the passenger carrier, but unless the passenger asks the flight attendant for help, the passenger carrier should not take the initiative to hold the baby.

(8) The baby's diaper should be changed in the restroom. If the baby is changed on the seat, in order not to disturb other passengers, a blanket can be laid on the passenger seat and a cleaning bag prepared. After changing, ask the mother to wash her hands or wipe her hands with a hot towel.

(9) When getting on and off the train, help the person accompanying the baby organize the belongings and carry them to and from the train.

34. How should passenger transport staff serve elderly passengers?

Answer: (1) When encountering elderly passengers, they need to step forward and help them get on and off the bus, or help them to their seats. Take a seat.

(2) Elderly passengers are prone to coldness in their legs, so they need to take the initiative to provide them with blankets. When helping to cover their feet with blankets, they should cover their feet and legs, or properly elevate their lower limbs.

(3) Since the elderly have poor hearing and often cannot hear the broadcast clearly, the passenger transport staff should take the initiative to tell them the content of the broadcast and introduce the location of service equipment and restrooms.

(4) If the elderly need to use the restroom, they should promptly accommodate them and help put away the toilet paper.

(5) When providing tea to the elderly, the volume should be raised appropriately, the beverage types should be actively introduced, and passengers should be reminded which beverages contain sugar; when elderly passengers need orange juice, they should proactively remind passengers that orange juice is slightly acidic.

(6) Take the initiative to help the elderly or passengers without reading glasses fill out comment cards, etc.

(7) Remind the elderly to carry their belongings and make handovers with the personnel at the pick-up and drop-off stations when getting on and off the bus.

35. How should passenger transport staff serve obese passengers?

Answer: (1) Take the initiative to help obese passengers place their luggage.

(2) If conditions permit, proactively adjust the seat to a wider seat.

(3) Obese passengers are generally afraid of heat. Passenger personnel need to actively adjust the ventilation holes and provide wet towels or ice water to lower their body temperature.

(4) Try to avoid placing obese passengers in seats close to the aisle, so as not to affect the entry and exit of surrounding passengers.

36. How should passenger transport staff serve deaf-mute passengers?

Answer: (1) Understand the passenger’s arrival station and provide the destination station name, arrival time, and transfer train number Information such as time and time are told to passengers through gestures or writing.

(2) Tell passengers how to use peripheral equipment, the location of the restroom, etc. using gestures or writing.

(3) Observe the needs of passengers at any time and provide services to passengers in a timely manner.

37. How should passenger transport personnel serve unaccompanied children (the railway agrees to travel alone) passengers?

Answer: (1) Provide toys, children's books and playing cards to passengers , chess, checkers and other cultural and entertainment supplies.

(2) Assign a dedicated service person to pay attention to and help passengers at any time.

(3) When releasing and arriving at the station, wake up the sleeping young passengers and take proper care of them and complete the handover work.

38. How should passenger transport staff serve passengers who use crutches?

Answer: Pay attention and observe. When you find that a passenger wants to stand and walk or go to the bathroom, you should hand the crutches to the passenger as soon as possible. He also enthusiastically supported and guided.

39. How should passenger transport personnel serve passengers carrying large luggage?

Answer: (1) Try not to keep items for passengers. If they need to be kept under special circumstances, passengers should be reminded Take out valuable and fragile items, and ask passengers to personally confirm where the luggage is stored, and remind passengers not to forget to take them.

(2) Passengers are reminded to keep their laptops and other valuables safe.

(3) Arrange the luggage of special passengers where they can see it or where it is convenient for them to pick up.

(4) When passengers carry a lot of overweight, oversized or large luggage that cannot fit in the train luggage rack, they should be persuaded and assisted in time to check in their luggage, and passengers should be reminded to take out valuable and fragile items.

40. What issues do passenger transport personnel need to pay attention to when providing tea service to passengers?

Answer: (1) Tea must be kept at a certain temperature, and it is prohibited to provide "warm water" to passengers. If the tea is provided for too long and becomes cold, passengers must take the initiative to replace it.

(2) When providing tea to children, it must be handed to their guardians.

(3) When serving tea, in order to prevent slipping and avoid scalding passengers, a paper towel can be placed under the cup between the plates.

(4) Pay attention to observing the passengers waiting for the bus at all times, so that our services can be provided before the passengers speak. For example, when the tea in the passenger's cup is almost finished, we proactively ask if he needs to add more. Do not wait until all the tea is finished before adding more to the passengers.

41. What are the standard practices for passenger transport personnel to welcome guests?

Answer: (1) Before welcoming guests, organize their personal appearance again.

(2) Take the initiative to greet passengers. When you meet the elderly or special passengers, you should take the initiative to support them and help them carry their luggage; when you meet children, bend down to greet them, and you can touch the children's heads or shoulders to express your care.

(3) Take the initiative to arrange luggage for passengers.

(4) Guide passengers tactfully and arrange seating arrangements.

(5) When a passenger is found to have brought his own travel teacup, proactively ask the passenger if he or she needs to add tea.

(6) When passengers have sweat or rain, deliver small towels, napkins or wet wipes promptly.

(7) When passengers are eating their own food (including tablets), they can ask if they need paper towels or wet wipes.

(8) Observe passengers carefully and provide timely care and help to passengers who look abnormal or feel uncomfortable.

42. What are the standardized practices for passenger transport personnel to see off passengers?

Answer: (1) Remind passengers to bring their belongings with them.

(2) Actively assist the elderly, weak, sick and disabled passengers, such as using wheelchairs to help physically disabled passengers get on and off the bus.

(3) Appropriate assistance should be provided to passengers with large luggage when seeing off passengers.

(4) When passengers take out the net bag, towels can be provided to prevent passengers from strangling their hands.