luosteve的部落格

 

兩天前終於完成了五天的商務艙訓練囉！  

I’d eventually finished the five-day J-Class training two days ago.
 

公司的規定是新進的空服員要滿一年後才會安排商務艙訓練，俺服務一年有餘，這回總算輪到我參加商務艙訓了。  

It’s my company’s policy that only when a new joiner has served as a cabin crew for one year will he or she be arranged to be trained for business class. I’d already completed my part on Economy Class more than a year, and it was finally my turn to participate in the J-Class training.

**本段第一句的only when…will he…是倒裝用法。只要有only when開頭的句子，後頭就得倒裝，也就是得將主要子句的助動詞擺到主詞前。比如：只有在這個月底我拿到新水時，我才有機會請史蒂芬吃飯。Only when I get my salary at the end of this month will I have a chance to treat Steven to dinner. 
 

**Business Class「商務艙」也稱為J Class，Economy Class又稱為Y Class，First Class也可稱為F Class。  

 

商務艙訓前，我對如何服務商務艙的乘客以及一架飛機這「前艙」的工作是啥碗糕並沒有啥概念。在這五天內被好好地”整頓”之後，俺才真正了解何謂「商務艙」，同時深感自己的服務能力已進階至某種程度。  

Before I was trained for J, I did not have a clue how to properly serve the passengers or what the job actually includes in the “Forward Zone” of the aircraft. After being “straightened up” during the 5-day session, I’ve then begun to know what exactly the Business Class is and felt my service skills had elevated to a more advanced level.

 

訓練期間，雖然感覺到課程緊湊且步調快，但至少我和同事都習獲了主要的服務技巧及知識，對於幫助我們應付許許多多的服務狀況很有幫助。由於trainer是一位人超nice台灣的阿姐，教學間大家都處得很愉快。  

In the course of the training session, though seemingly overwhelmed by the fast-passing agenda, my colleagues and I had at least acquired the main techniques and knowledge on serving in J, which is very helpful for us to handle a number of serving situations. Since my trainer is also a very nice Taiwanese FP, we all had a good time between teaching and learning. 

**本段的首句…though seemingly overwhelmed by…, my colleagues and I…是個分詞構句的用法。也就是說一個長句若有表時間(when…)、原因(because…)、條件(if…)、讓步(though…)等時間副詞為首的副詞子句再加上一個主要子句,且兩種子句的主詞相同時，可以省略副詞子句的主詞和副詞，並將動詞做變化(主動用Ving，被動用P.P.)來形成分詞構句,讓句子看起來漂亮些。比如：當我看到史蒂芬在吃好料的時侯，我的肚子也跟著餓了-->When I saw Steven eating delicious food, I also felt hungry.分詞構句後變成=>Seeing Steven eating delicious food, I also felt hungry.When開頭的副詞子句之主詞和逗點後的主要子句主詞相同，所以可以省略When和它的主詞I，而因為動詞是主動，所以直接用Seeing。回到本段，句子原本是…, though my colleagues and I were seemingly overwhelmed by the fast-passing agenda, my colleagues and I had at least acquired the main techniques and knowledge on serving in J…因為以though(雖然)為開頭的副詞子句其主詞和逗點後主要子句的主詞相同，所以可以省略though的主詞「my colleagues and I」，然後去掉副詞though(不去掉也可以保留，俺選擇保留)，動詞因為是被動(be overwhelmed by)，以直接用被動形式overwhelmed by…。

 

 

我覺得訓練期間最實用的就是「餐桌禮儀」以及「餐車擺設」的部份了。前者讓我了解到要怎麼正確和適當地擺設乘客的餐桌(比如：餐具的擺放、如何念嬈口的酒名和倒酒、供餐及飲料的技巧…等)、用適當的語氣及語言供應餐點、以及會表達並聽得懂各式各樣的服務器具(比如：一般的商務艙飲料杯Tumbler、小菜盤Side Plate、匙叉Spork…等)。一旦和我們商務艙的主管一同共事時，我們就得清楚了解這些服務器具及各式酒類的名稱和擺放位置，此外也要熟悉如何調像Cloud Nine、 Cathay Delight、Pacific Sunrise、Oriental Breeze…等常要調給客人喝的酒，並很快地將主管吩咐的東西準備好，否則就等著上頭給我們臉色看囉！所以說，要注意喔！  

I think the most functional parts of the session are the “table manners” and “trolley settings”. From the former one, I have just realized how to set the table with proper manners(e.g. the placement of silverware, the ways how to pronounce the mouthful wine and pour it, the techniques of serving food and drinks, etc.), serve meals with right tone of voice and language, and also utter the names of diversified service equipment (e.g. Tumblers, Side Plates, Sporks, JOD, etc.). When working with our superiors in J-Class galley, we should be quite familiar with all the names and locations of J-Class service equipment, alcohols, and the procedures of making frequently requested cocktails such as Cloud Nine, Cathay Delight, Pacific Sunrise, Oriental Breeze etc. We shall do our utmost to quickly prepare anything as requested by our superiors or a “hard time” will surely be imposed on us if our performance is not up to their standard. So, be vigilant. 

 

我們也學到如何擺設不同的餐車。餐車的擺設也是我們得熟悉的重點之一。為了要讓服務即時開始以及使得作業流程順暢，好的餐車擺設是不容勿視的。同時，如果我們知道餐車上要擺的東西有哪些並清楚知道擺設位置，這也可讓我們免於時時被我們的主管-SP挑剔。事實上，不同航班的服務內容所要求的餐車各異。舉個舊金山的航班來說好了，它是個十幾個小時的航程，所要服務的內容也就相對不少。它一段餐就有五種主要的服務流程得進行，其包含了餐前飲料與小菜、飲料和麵包及開胃菜、主餐、起司與水果、和茶咖啡與甜點等項目，也就是說我們在這幾項服務前得去做相對應的餐車擺設。因此，在飛前比做經濟餐得花更多時間來看資料準備。  

We were trained how to efficiently set up different kinds of trolleys as well. Setting up trolleys is one of the cores we need to be familiar with. In order to quickly start the service and later on work efficiently, a good trolley setting plays an import role. Also, having a good knowledge on trolley preparation and setting would save us many chances to be picked at by our superior, the SP (Senior Purser). There are actually numerous trolleys we have to be versed according to the service plans of different flights. Let’s take the flight to San Francisco for example. It’s a flight of more than 10 hours, which requires various services. There are generally 5 parts included in the service flow for a single meal, covering Pre-meal Drinks & Nuts, Wine/Drink/Bread, Main Course, Cheese & Fruit, Coffee/Tea & Dessert, every of which requires a trolley accordingly before the commencement of its service. Therefore, I need to study more if I’m assigned the position for J than for Economy Class before flight.

 

聽起來好像很複雜和麻煩對不對？不過只要習慣後，就會做得順！俺告訴你，一些學長姐們說，當你得心應手後，你一定會愛上商務艙，因為和經濟艙比起來會面臨的狀況題較少，而且可以吃到更多樣化的精緻美食。  

Sounds very complicated and troublesome right? But once you get used to the work in J, you can do it well. Well, let me tell you, as told my some of my seniors, whenever you have mastered the work in J, you will definitely like it because less challenging situations you will encounter than in Economy Class and, most charmingly, you have a better quality and a wider selection of cuisines to try.

 

在我認為，面對商務艙乘客與經濟艙乘客所採用的服務態度不同。雖然不論艙等，都要以同樣的良好態度服務，但對於商務艙就是會比經濟艙的要求要嚴謹一些。其實理由很簡單。你想想，商務艙旅客的等級較高、他們大部份都是商務人士或有錢人，且還可能有影視明星在內，理所當然對商務艙的服務要求會比較高，因為他們身份地位可能較高，且花了不少錢就飛這麼一趟。所以，在商務艙服務我們自然而然地表現最好的一面來迎合客人的需求，面對他們時盡量以更有禮和較佳的態度服務。我覺得在商務艙工作，可以更讓我去思考什麼叫做好的服務和如何使得乘客留下好的機上印象。  

In my opinion, the service style for J-Class passengers is different than for Y-Class passengers. Although there should be no difference in terms of the service style between the two classes, as a crew, I would do more for J class passengers. The reason is simple. Think about this: passengers are higher class, most of which are business-oriented people, rich ones, and even celebrities. They deserve better standard and quality of service because they might hold prestigious status and the fare costs them an arm and a leg for just one flight. So, as a J-Class crew, I would naturally showcase my best way to cater to their needs, and always try to be nice and polite whenever I approach the J-Class passengers. I think working in J would make me think of what a good service shall be and how to leave a passenger with wonderful in-flight impression.