国泰航空行政总裁林绍波19日向全体员工发出内部通讯，表示将在未来数月落实多项优化措施，包括于内地招聘机舱服务员、扩大普通话服务范围以及提升服务文化培训等。

(资料图)

林绍波在内部通讯中简述“跨部门工作小组”工作的最新进展。他表示，随着讲普通话的顾客不断增加，国泰计划于7月启动在内地招聘机舱服务员的项目，进一步扩大普通话服务团队，促使机组人员更加多元化。

他又指出，国泰将相应扩大机舱服务团队的普通话服务范围。国泰会优先在往返内地的航班增加讲普通话的机舱服务员，再逐步扩展至其他航班，并确保每班往返内地的航班于8月起均有普通话机舱广播。机舱服务员的名牌上将清晰显示出可提供服务的语言，包括普通话及其他亚洲地区语言。

另外，自7月起，国泰会为机舱服务员团队提供一项新增培训，旨在让机舱服务员重新了解如何为所有顾客提供一致、贴心的服务，并进一步将相关培训延伸至其他顾客服务团队。

Hong Kong flag carrier Cathay Pacific Airways on Monday announced a raft of measures to improve its service after a discrimination scandal, including recruiting staff from the Chinese mainland and increasing the number of Mandarin-speaking flight attendants.

The move came weeks after the company fired three employees who mocked the English language proficiency of mainland passengers.

In a Chinese-language internal memo to staff, Cathay CEO Ronald Lam Siu-por, who has led a cross-departmental task force to improve service quality after the incident, said that multiple initiatives will be rolled out in the coming months.

As the number of Mandarin-speaking customers continues to increase, the company has been planning to recruit cabin crew members from the mainland after the pandemic, without specifying the exact head count.

Although the cabin crew will still be primarily composed of employees from Hong Kong, it will hire more staff from other regions outside the city to serve different customers" demands, Lam wrote.

The company will first increase Mandarin-speaking flight attendants on flights to and from the mainland, and later extend the arrangement to other flights.

From August onward, every flight to and from the mainland will have Mandarin cabin announcements, in addition to Cantonese and English.

In addition, a new monthly allowance will be offered to Cathay Pacific staff who can speak more than one Asian language. The nameplates of flight attendants will clearly indicate which languages they can speak.

Also from July, the cabin crew team will receive an additional training program to foster a customer-centric culture. The training will be extended to other teams later.

The training is aimed to refresh cabin crew with the approach and skills necessary to provide the company"s caring service consistently to all customers, as well as reinforce its inclusive culture, according to Lam.

In a viral online post published last month, a Cathay Pacific passenger who is fluent in Mandarin, English and Cantonese detailed how three flight attendants repeatedly complained about a passenger who asked for a blanket and other passengers who didn"t speak English well.

The passenger said that during the flight, the attendants continuously made insulting remarks and discriminatory verbal abuse to non-English speaking passengers. The passenger reported the incident to Cathay Pacific.

Various officials and social leaders, including Hong Kong Chief Executive John Lee Ka-chiu, criticized the disrespectful behavior, saying that such incidents must not occur again.

Reporter:Gang Wen

Mike Wongcontributed to this story.

推 荐 阅 读

关键词：