Road passenger transport industry is a service industry facing the society, and passenger flight attendants are the positions that directly serve passengers. For a long time in the past, all parties concerned didn't know enough about the importance of flight attendants, paid enough attention to it, and lacked due attention and investment, which led to the overall quality of the flight attendants was always at a low level. With the economic development and social progress and the continuous improvement of the level of road passenger transport industry, the requirements for the comprehensive quality of flight attendants are getting higher and higher. Enterprises and relevant management departments should have sufficient understanding of this, actively respond and act in advance, so as to win the initiative in the future development of passenger transport market. 1, flight attendant team 2, realistic.

Judging from the situation in our county, the quality of flight attendants is poor and uneven.

(1) Basic information

1, cultural structure. There are 276 certified flight attendants in our county, including 89 with junior high school education or below/kloc-0, accounting for 68% of the total; There are 87 people with high school education or above, accounting for 32% of the total. 2. Age structure. Among the 276 flight attendants in the county, 89 are over 40 years old, accounting for 32% of the total; There are 12 1 people aged 30-40, accounting for 44% of the total; There are 86 people under 30 years old, accounting for 3 1. 3. Political views. Among the flight attendants in the county, * * * party member 12 and party member 3 were unable to participate in the organization life for a long time and were in a state of being separated from the same organization. 4. Source of personnel. The flight attendants in the county seat are very complicated, including enterprise employees, laid-off workers, farmers' children, unemployed people and students. 5, engaged in this position time. 70% of the total have been engaged in crew work for more than 3 years. Annual increase or decrease 10-20. The frequency of change is very high.

(B) the impact of interest factors on the crew

1, pay attention to such a phenomenon, crew work generally refers to the service work carried out in the car. At present, the focus of flight attendants' work is not inside the car, but outside the car, not serving passengers, but attracting passengers. If you don't see me, the flight attendants will gather together to call people inside and outside the station, or when there are people on the roadside. The efforts beyond these crew members illustrate a problem: passenger transport operators regard the pursuit of actual passenger load factor and profit maximization as the most direct and main task and goal of crew members. In this way, the crew work on the bus becomes irrelevant and insignificant. Calling guests has become an important part of flight attendant work. We don't object and shouldn't object to operators' pursuit of profits, because operating buses is commercial in itself. Who will do it without profit? However, if money is the totem of the crew's work, it will inevitably make the crew's profit-seeking excessive growth, leading to everything being profitable. Can people's thoughts and behaviors be purified and sublimated under the premise of interests? Through the analysis of this situation, we can draw a conclusion that under the current crew mode with soliciting passengers as the main means, it is bound to produce the phenomenon of "this is not inverted", and the service procedures, service norms and civilized services of crew work will not be paid attention to and implemented in detail, which will violate the purpose of "serving passengers" in crew work and will also bring side effects of poisoning and polluting the crew's thoughts.

2. Judging from the source and relationship composition of the crew, there are nothing more than the following situations: (1) The crew itself is the owner or operator; (two) the immediate family members of the owner or operator; (3) Close relatives of the owner or operator; (4) Friends or partners of the owner or operator; (5) Employees or their children. The first four situations can be said to be common in contract management and individual management, while the latter situation exists under the condition of public buses. No matter what state, flight attendants must be closely related to operating profits, and be the most responsible, loyal and reliable. Although, this relationship shows that the crew configuration is still in a low-level and relatively primitive state. Although this practice has its reasons, it has caused the flight attendant configuration to be familial and there is no wide choice, thus limiting the principle of choosing the best flight attendant configuration to a great extent.

(3) The quality of the crew is not high.

In the daily operation, some common problems are caused by the low quality of flight attendants. For example, we often don't dress according to the regulations, don't use civilized language, don't give tickets (some don't take tickets as their own) and so on. Serious ones are rude hospitality, cheating passengers (for example, we lied about having seats when the bus is full) and cheating customers at high prices. As flight attendants work independently every day, the most important factor that determines their work quality is their basic quality. Therefore, how to improve the quality of flight attendants is the key to realize the standardization of crew work and improve the level of civilized service. Second, the importance and urgency of improving the overall quality of flight attendants

The importance and urgency of improving the overall quality of flight attendants can be understood from the following aspects:

(1) The need of market competition

In recent years, the competition among various modes of transportation has become increasingly fierce. The speed of railway passenger transport has been greatly improved again and again, and the price of air tickets has been discounted again and again ... All modes of transportation have tried their best to survive and develop, and service wars and price wars have been raging everywhere. Looking back at highway passenger transport, shuttle buses are no longer unique, taxis flock in, tourist chartered cars gradually rise, and the whole passenger transport market is carved up and eaten by all parties. The market economy follows the forest law. If you are weak, you will be eaten by others. Although road passenger transport has the innate principle of door-to-door, the poor service quality is still the weakness. At present, it is the primary task to continuously improve service quality, gain a foothold in the passenger transport market and maintain market share. If you want to improve the service quality of shuttle bus passenger transport, no matter how hard your hardware is and how advanced your vehicle is, you can't do it without a good crew of flight attendants. The service performance of flight attendants is the symbol of passenger service level.

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