Name: 新加坡航空大揭密：如何打造世界最棒航空公司？ (How to build the world's best airline | CNBC Reports)
Uploaded: 2018-08-14T21:01:30.000Z
Duration: 5 min 30 s

情態副詞

Hot towels, properly plated meals and champagne.

熱毛巾、妥善擺盤好的餐點，還有香檳。

程度副詞

But my favorite perk here is definitely this flat bed.

但我最愛的肯定是這個可以全身躺平的床。

These fancy perks are some of the reasons why more than 20 million passengers voted Singapore Airlines as the top airline this year.

這些優點是讓超過兩千萬旅客投票給新加坡航空成為今年最頂尖航空公司的原因之一。

The airline won the coveted award after nine years of losing out to rivals like last year's winner Qatar Airways, and top competitors like ANA and Emirates.

睽違九年，新航終於獲得這個令人垂涎的獎項，之前輸給其他對手，像是去年的贏家 — 卡達航空，還有其他頂尖競爭者，如全日空還有阿聯酋航空公司。

And what does it take to become the world's best airline?

要如何成為世界最棒的航空公司呢？

I'm here at Singapore Airlines' training center to find out.

我今天到新加坡航空公司的訓練中心來一探究竟。

Ask the company and its fans what sets it apart, and you're going to be hearing the word 'service' a lot.

如果問新航還有他們粉絲：是什麼讓新航如此突出，你將會聽到「服務」這個字很多次。

And the face of that service is the Singapore Girl.

而實施這項服務的是新航空姐。

The airline's flight attendants are known colloquially as Singapore Girls.

新航的空服員以「新航空姐」著稱。

Since the 1970s, the airline has featured them prominently in its marketing campaigns, promoting the brand's focus on hospitality.

1970 年代起，新航在其行銷活動中以空服員為一大主打特色，強調該公司重視殷勤的待客之道。

She's so iconic she even has her own wax figure in the Madame Tussauds museum.

她的形象十分經典，甚至在杜莎夫人蠟像館中有一尊自己的蠟像。

Some people may think a flight attendant is just a waitress, but the acceptance rate of becoming a Singapore Girl is as low as top universities like Harvard and MIT.

有些人可能認為空服員只是一個女服務生，但是新航空姐的錄取率和頂尖大學，如哈佛大學和麻省理工學院，一樣低。

We're looking at about 1,200 people on the average, a year.

我們一年平均尋找約 1200 個人。

And training would be 14 weeks of bringing someone new to the industry and transforming them into the Singapore Girl.

訓驗新人進入這個產業的過程共 14 周並將她們變成「新航空姐」

But this uniform is not an easy one to earn.

Called a sarong kebaya, the Singapore Girl's uniform is originally a traditional outfit worn in Southeast Asia.

新航空姐的制服是馬來西亞布裙，為東南亞的傳統服飾。

But Singapore Airlines can boast that its version is haute couture.

新加坡航空的版本則是高級訂製服。

It was designed by French designer Pierre Balmain in 1968.

1968 年，由法國設計師 Pierre Balmain 所設計。

I felt really proud and happy to be able to don the kebaya. Such a pleasure to have this on.

我很驕傲也很開心能夠穿上這套制服，穿上它是一個榮幸。

For all the stewardesses, we have different sets of uniforms each year, tailor-made to our body shape.

每年空姐們都有不同套制服，手工依我們的身型裁縫。

There are strict guidelines to follow to achieve the desired professional appearance.

為了達到專業的形象，有許多嚴格的規定要遵守。

So what I have on with me right now is the French twist, which is one of our signature hairstyles.

我現在綁的是法式包頭，這是我們標誌性的髮型之一。

So there are some girls who end up having to cut their hair and so on?

所以有些女孩最後得剪掉頭髮，對嗎？

So you may think that being a Singapore Girl is just about being pretty.

你可能會覺得有美貌就能當新航空姐。

Elizabeth is going to teach me the basics of serving.

Elizabeth 將教我一些服務的基本知識。

There're a few rules that you need to take note when holding the tray.

當你拿著托盤時，有幾項規定要記住。

First of all, do not touch the tray to your body, and make sure that it's at your waist level.

第一，不要讓托盤碰到你的身體，並確定與你的腰同高。

And then, you have to hold it parallel to the aisle so we do not hit the passengers.

再來，將它與走道保持水平，才不會打到旅客。

And most important, you must have a strong grip of the tray.

And there's the pouring of the champagne, which is a lot harder than it looks.

現在要倒香檳，這比看起來的要難上許多。

But before customers even board their flight, there's the lounge.

在顧客登機前，可以享受休息室。

You know you've made it, when you get to the private room.

當看到 The private room，你就知道自己來對地方了。

It's the most exclusive part of the SilverKris lounge and it's only open to first class and suites passengers.

這裡是銀刃貴賓室專用，只供頭等艙與豪華套房旅客使用。

The best part? You get to enjoy yourself with a view of the plane you're about to board.

最棒的地方是什麼？可以在登機前觀賞稍等要搭乘的飛機景觀。

And if you don't enjoy that, you could just get table service.

不吸引人嗎？你可以享用桌邊服務。

And if all else fails, you can always get a drink at the bar.

以上都無法滿足你，你可以在吧檯點杯酒來喝。

But does being the world's best airline always mean good business?

但是成為最佳航空公司就代表能夠賺錢嗎？

In the challenging airline industry the answer is not always clear cut.

在充滿挑戰的航空公司市場，答案不一定總是明確。

Nitin Pangarkar has been studying the airline for decades.

Nitin Pangarkar 研究航空市場幾十年了。

He says that it's still perceived as the gold standard in service.

他說新航的服務仍被視為黃金標準。

They smile at you, some people say it's fairly robotic.

有些人說空服員的微笑相當機械式。

Whether it's robotic or not, I would like somebody to smile at me.

但不管機械與否，我還是希望有人對我微笑。

But its profitability came into public focus when it posted its first quarterly loss in five years in 2017.

但是新航的收益性在 2017 年公告五年來首次季虧損後，成為公眾焦點。

They provide good service. There's no doubt about that.

他們提共好的服務，這是無庸置疑的。

That's one index of performance. But the other index of performance is the profitability, right?

這是性能指標之一，但其他性能指標包含收益性，對吧？

The profitability will allow you to keep providing excellent service.

收益性能使你繼續提供出色的服務。

If you don't have profitability you can provide excellent service today but you may not be able to continue to do so.

如果你沒有收益性，你是可以提供好的服務卻沒辦法持續這樣做。

The company should be on track to better earnings.

Last year it launched a transformation program which helped it this year to record its best full-year profit in seven years.

去年，新航啟動了轉型計畫幫助新航在今年突破七年來最佳全年利潤。

Yet that transformation stirred debate after the airline put in new pricing policies like charging some passengers  for seat selection.

但這項轉型計畫也在推出新的收費政策後引起爭論包含向旅客收取選擇座位的費用。

Some say that has diluted its 'X' factor in service, but Pangarkar warns that service is not king in the airline business.

有些人認為這會稀釋新航獨特的服務品質，但 Pangarkar 警告說服務並不能主宰航空事業。

Good service and profitability definitely do not have a correlation of 1.0.

好的服務和收益性並不一定正相關。

In an industry where innovation is quickly copied, Singapore Airlines is still trying to be a first mover.

在這個創新很快就會被複製的產業，新加坡航空仍致力成為先驅者。

This month, it became the first airline to launch a digital wallet powered by blockchain technology, allowing its members to use frequent flyer miles to pay for facials, sandwiches and even gas.

這個月，新航成為首家發行以區塊鍊推動電子錢包的航空公司，讓用戶能以飛行常客哩程支付面部護理、三明治，甚至瓦斯。

For now, passengers are saying that the airline is the best way to fly.

現在，旅客都說這家航空是飛行首選。

But in a competitive airline industry, there's no guarantee that there will be blue skies ahead.

但在競爭激烈的航空產業中，沒有光明前景的保證。

Hi high flyers. It's Xin En. Thanks for watching.

嗨，各位擁有極高抱負的人們，我是  Xin En，感謝收看。

If you want to check out more of our videos, we've got one on India and another about the World Cup.

如果你想收看更多我們的影片，請收看這部關於印度以及另一部關於世界盃的影片。

As always, feel free to leave any suggestions for future videos in our comments section.

一如既往地，如果有任何關於未來影片的建議，歡迎在留言區留言。

Thanks for watching, see you next time and don't forget to subscribe.

謝謝收看，我們下次再見，不要忘記訂閱喔！