“會來事兒”的龍朦

高維微

“Sociable” Long Meng

Article|Reporter Gao Weiwei Figures|Provided by Interviewees

會來事兒，這是龍朦的一大特點。還沒見面她就已經“研究”了我的朋友圈，和我攀談時熟得像個老朋友。兩個多小時的時間里，用她工作上遇到的各種趣事，逗得我開懷大笑。

聊天結束，她還不忘一再強調， “我能不能脫單，就全靠你啦！”

Obviously， Long Meng is much more"socially skilled" than others. Before ourmeeting， she had already "studied" myMoments and could talk with me likean old friend. In more than two hours.Iwas made to laugh continuously by theinteresting things she encountered atwork.

At the end of our chat， she still kepttelling me "My Mr. Right. depends entirelyon you！"

當好前臺不容易

Front-desk staff is not a cushy job

歲末年初，在兩艙（頭等艙、公務艙）休息室工作的龍朦和她的同事們，馬上又要進入“陀螺式”的春運備戰模式。龍朦的主要工作，便是做一名合格的前臺，但這并不容易，尤其是在旅客出行旺季。“你也知道，春運期間，出行人數會激增，這種時候，也最能體現服務品質，所以我們必須打起十二分的精神，面對每一個客人。”

在很多人的觀念里，前臺的工作相對固定和機械，但龍朦的工作卻充滿了挑戰。

龍朦最怕的一件事，便是“乘客走丟了”。“有時登機后，會發現有乘客沒登機，這時我們就要通過乘客預留的電話聯系，確認乘客登機信息，最怕的是無論怎么撥電話，乘客都不接。雖然大多數情況是乘客最后自己選擇終止行程，虛驚一場，但無論如何，我們一定要把所有工作做到位，不能有一點僥幸。”

和龍朦聊天，就會發現她是一個很有同理心、很樂觀的女孩，特別是在遇到問題時，她總會往最好的方向去想。

2018年春運期間的一天，由于天氣原因，去往北京的航班無法按時起飛，龍朦和同事一起，盡可能安撫旅客情緒。這時，她發現一名乘客的行為有些異常，“乘客從頭到尾一句話不說，但是眼睛通紅，我一看就覺得肯定有事兒。”

龍朦試圖幫乘客改簽航班，但遺憾的是所有航班要么延誤要么滿員。此時天色已晚，休息室工作人員只能安排乘客去酒店休息。

這時，那名眼睛通紅的乘客突然找到龍朦，拉著她的手反復懇求：“妹妹，無論多晚，只要能夠出發，請務必通知我。”龍朦靠著她“會來事”的本領，在送乘客去酒店的路上打開了乘客的心扉。

原來，這名旅客當天剛辦完離婚手續，這天還是他女兒婚禮的日子，因為航班延誤，他錯過了女兒的出嫁。

聽到這里，龍朦有些感慨，她告訴乘客，“我想我能理解這種感受，如果換作是我自己的爸爸，錯過了我的婚禮，我也一定會很失落。”或許就是這樣一句簡單的話，觸動了乘客的心弦。事后，龍朦收到了一封感謝信，信上寫著“雖然這趟旅行對我來說很不幸，但因為有你，讓我至少在旅途中感受到了美好”。

聊起那天的事，龍朦突然對我說： “我哪天要是準備結婚了，提前一個月就要把我爸媽看牢，絕不讓他們在這種時候還往外跑。”

When the new year comes， Long Mengand her colleagues， who work in the loungefor the two caoins （first class and businessclass）. will soon enter the"spinning top"working mode for the travel rush in SpringFestival. Long Meng's main job is to be aqualified front desk staff. but this is not acushy job at all， especially in the peak seasonof tourists. "As you know. during the SpringFestival. the number of travelers will surge.At this time. the service quality can also bebest reflected. Therefore. we must be 120percent focused on each and every traveler. "

In the view of many people，receptionists， who just follows prescribedorders and requires no technical knowledgewhatsoever. In fact， Long Meng's work is fullof challenges.

The scariest part in her work is： " lostpassenger". "When passengers fail to boardthe plane on time， we need to call theirreserved number to confirm the situationwith them. The situation we most fear toencounter is that we called many timesand get no answer. In most of these cases，though， the passenger will voluntarilyterminate the trip， turning out to be a falsealarm. But anyway ， we have to do the best aswe can and never take any chances."

When talked with Long Meng. I foundthat she is a very empathetic and optimisticgirl， especially in face of problems. shealways hopes for the best.

One day during the Spring Festival in2018. due to weather reasons. the flightto Beijing could not take off on time. LongMeng and her colleagues worked together toappease the passengers as much as possible.During th e working period， she found thatthe behavior of a passenger was somewhatabnormal. "The passenger did not say a wordfrom beginning to end ， but her eyes were red.I felt that something must have happened."

Long Meng tried to help the passengerchange flights ， but unfortunately all flightswere either delayed or full. It was geLtinglate . and the lounge staff could only arrangepassengers to go to the hotel to take a rest.

At this moment ， the red-eyed passengersuddenly found Long Meng ， took her handand repeatedly pleaded. "Miss. no matterhow late， if the plane takes off， pleasebe sure to inform me." Due to her skills ingetting along well with people ， Long Menggained the passenger's trust and knew herstory.

He just completed the divorce formalitiesthat day， which was also the day of hisdaughter's wedding. However， because ofthe flight delay， he missed his daughter'swedding ceren ony.

Knowing that， Long Meng also feltregrets. She told the passenger， "I think Ican understand your feeling. If my fathermissed my wedding ， I would have been verydisappointed." Perhaps ， just these simplewords struck a chord with the passenger.Before long ， Long Meng received a thank-you note， which said ："Although it was anunfortunate trip ， but. because of you， I atleast felt happiness during it."

When talking about that day， LongMeng suddenly said to me，"If I am going to get marriedone day，I will keep my parents around me one month inadvance and never let them run out."

“我有個有趣的靈魂”

“I have an interesting soul”

“每天想想我的工作就很開心，特別期待每天都能遇見不同的人，期待和這些陌生人碰撞出火花。”她還不忘開個玩笑，“萬一哪天還真遇到我的另一半了呢。”

與陌生人打交道，的確是件很微妙的事情。龍朦翻出手機里的照片說：“你看，我居然在機場碰到了我爸的老領導。”

說來也巧，龍朦送一位河南乘客登機，“T3航站樓很大，那趟航班的登機口又遠，我一路上不停地和乘客找話題聊天。”這名乘客對龍朦的普通話評價很高，龍朦很大方地告訴乘客，因為父親在河南過當兵，自己小時候生活在河南。這位乘客一聽，竟問起了龍朦父親的名字。

得知龍朦父親名字后，這位乘客愣了兩秒，叫住龍朦：“小姑娘，你來跟我合個影，記得把照片發給你爸，看他是不是還認得出我。”一路上，龍朦反復問乘客到底和自己父親是什么關系，乘客卻一直賣關子。

龍朦把照片發給父親后，父親告訴龍朦那是他所在部隊的參謀長。

龍朦總說她有個“有趣的靈魂”，所以不會讓自己“閑”著。最近兩個月，很多人評價龍朦“長乖了”，這是因為龍朦最近發現了一個訣竅：“以前我畫個淡妝就匆匆出門了，但這兩個月我發現，出門前畫個更精致的妝容，有助于提高工作狀態。”她解釋，“每次看到鏡子里美美的自己，就會不自覺地想，我一定要保持一個很好的狀態，才能更配得上這么精致的妝容。”

"I am very happy to think about my work every day，especially，I look forward to meeting different peopleand communicating with them."Speaking of which， shedid not forget to make a joke："What if one day I reallyfind my Mr. Right from them？

Dealing with strangers is indeed very fantastic. LongMeng found a photo in her cell phone and said.”Look.unexpectedly，I ever met my father's previous leader atthe airport. "

Once ， Long Meng sent a Henan passenger to boardthe plane. "Terminal 3 is very large and the boarding gateof that flight is far away， so I kept chatting with thepassenger all the way." As the passenger spoke highly ofLong Meng's Mandarin Chinese. she told the passengerthat because her father ever was a soldier in Henan. soshe lived in Henan during childhood. She didn't expectthat the passenger asked her father's name when heheard these words.

After learning the name of Long Meng's father，the passenger paused for a short while and said . "Littlegirl， take a picture with me， please， and remember tosend the picture to your father and ask him if he stillrecognizes me." Along the way， Long Meng repeatedlyasked the passenger who he is. but. to the end ， he stilldid not told her.