客舱乘务员专业素质的现状与提升分析研究 空乘管理专业

摘要随着时代的进步，国际航线在不断的增加，这就给航空公司客舱乘务员提出了更高要求。一个合格的空中乘务员应该具备良好的综合素质，更加细化、具体、更贴近旅客的要求，更能体现服务质量。培养客舱乘务员的职业素质，着重于学生职业素质与能力的培养，以及服务心理、情绪控制。通过能力训练和全面素质的培养，使学生掌握客舱乘务的基本能力与技巧。随着我国民航业不断的发展，要求从事这行业的人专业素质的提升，它也一并代表着公司的形象。本文主要对客舱乘务员的专业素质进行了研究，分析了其所存在的问题，包括缺乏与旅客之间的沟通、缺乏微笑待人的良好服务态度、需要在特殊情况时具有情绪的控制力、缺乏在紧急情况下具有良好的心理素质等等，同时分析了客舱乘务员具备良好素质的重要性包括提高客舱乘务员的服务质量和提高在紧急情况下客舱的安全，进而提出了对应的解决措施，包括增强与旅客之间的沟通技巧、加强特殊情况的处置、加强应急处置的练习等等。关键词：客舱乘务员，素质，提升AbstractWith the progress of the times, international routes are increasing, which gives higher requirements to the airline passenger cabin crew. A qualified air crew should have a good comprehensive quality, more detailed, specific, more close to the requirements of the passenger, and more to reflect the quality of service. Training the professional quality of the cabin crew, focusing on the training of the students' professional quality and ability, and the psychological and emotional control of the service. Through ability training and comprehensive quality training, students can master the basic abilities and skills of the cabin crew. With the continuous development of the civil aviation industry in China, the professional quality of the people engaged in this industry is promoted, and it also represents the image of the company.Therefore, this paper studies the professional quality of cabin attendants, in order to enhance the professional quality of cabin attendants and improve the market compe...