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1、1) Abstract (摘要)2) Body Text (正文， 即项目计划书 1500左右 字数不变) which must be made up of four parts: I. IntroductionII. Discussion III. Conclusion IV. Reference 3) Budget (预算)4) Attachment (附录)A Job of China Eastern Ground Service StaffAbstract: The China Eastern airlines Group Company is one of the Chinas th
2、ree key aviation transportation groups. Their business includes various aspects. But someone is still not familiar with their ground service job. This paper introduces the work of ground service of China Eastern Airline mainly and particularly. There are details of nine services. Grasp basic knowled
3、ge of ground service has two advantages, one is as a principle for a staff of China Eastern ground service, another is help the people to better understanding development status and concept of ground service and air transportationI. IntroductionChina Eastern airlines Group Company, headquartered in
4、Shanghai, is one of the Chinas three key aviation transportation groups. The CEs business including public air transport, general aviation business and some products what are related to air transport production and sales, air equipment and equipment maintenance, aviation passenger and cargo, and gro
5、und agent, aircraft leasing, aviation training and consulting business, and so on. The CEs including many projects. This paper mainly talks about one of these projects, China Eastern airlines Group service work.The job of ground service, that is, ground handling, which word is originally within a br
6、oader concept of the civil aviation system. It is a name, relative to the flight crew and all ground services collectively. Broadly speaking, ground handling services should include airports, airlines and their agents provide various services to passengers, shippers, as well as air traffic control,
7、aviation Fuel Corporation, aircraft maintenance and other services to the airlines. From the narrow perspective of air passenger transport, ground handling services mainly is airline, airport and other relevant agencies to provide various services to visitors.II. DiscussionThe job of China Eastern a
8、irlines ground service species are: ticket service, universal service, check-in service, luggage service, security service, joint inspection and guide service, special passenger transport services, abnormal transportation service, aircraft maintenance and ground support service.（一）Ticket service Mas
9、ter the ways and requirements of passenger bookings, understand the composition and characteristics of the reservation system, master the ticketing procedures and requirements, understand the provision of connecting flight, TKTL that means flight ticketing time limit, as a reconfirmation, standby ti
10、ckets, and so on.（二）Universal serviceUnderstand characteristics and ways of passenger who flow at the airport and airport transportation of to and from，understand several aspects about types of inquiries terminal information , understand the requirements of public information graphic symbol, underst
11、and the development situation of terminal retail business. Familiar with the airport ground transportation, skilled in broadcasting terms, Can directly to solve in the process of passenger travel in the trouble, or can solve the problem of passengers and indicate the direction.（三）Check-in serviceUnd
12、erstand the working processes, understand the check-in service time regulation, understand the service counter types, and master the entire steps and requirements, for the passenger to check-in flight procedures, clear machine service personnel post responsibility and quality of service. Familiar wi
13、th the check-in services program, can help the passenger to check-in.（四）Luggage serviceMaster the relevant provisions about China Easter Airlines baggage transport; grasp the process of baggage collection and transportation, understand the related provisions of the baggage compensation, be able to j
14、udge whether the passenger transport luggage to comply with relevant provisions of the transportation, Preliminary application related provisions to solve baggage problems arising in the course of transport, Cultivate the ability of students analysis understanding and the ability of handling problem
15、，Cultivate carefully working attitude.（五）Security serviceSecurity service refers to implement by a unit at the port of entry and exit of the joint inspection, understand the scope of customs duties, understand the contents and procedures of frontier inspection, learn about the regulations of animal
16、and plant quarantine, grasp the regulations and procedures of Customs and immigration, mastering the Quarantine procedures and Treatment provisions of health quarantine. Familiar with aviation security regulations, become familiar with the types of valid documents about personal check posts and resp
17、onsibilities clearly examine the scope and types of prohibited goods, understanding knowledge of aircraft separation and guardianship. Master the procedures and methods of examination of documents, grasp the essentials of personal checks and procedures, and control methods for checking goods（六）Joint
18、 inspection and guide serviceGet familiar with domestic and international departure flight process, familiar with domestic and international port flight process, understand the guide service work about special passengers entering or leaving ports, familiar with the position statement responsibilitie
19、s of guide, grasps the guide service work of aircraft close to the lounge Bridges and apron when entering or leaving ports, can deal with special passenger guidance work（七）Transportation of Special passenger servicesMaster special passenger definition, understand the various types of special groups
20、program to determine which of them belong to special passengers, can accurately tell the acceptance requirements of different type of special passenger, Can judge which passenger belongs to special passenger cultivating ability to analyze problems. （八）Transportation of abnormal serviceGrasp the kind
21、s of unusual services and abnormal services for passenger transport, understanding the difference of missing the Plane, missing by mistake, taking wrong plane, understand the meaning and impact of flight overbooking, grasp the type of flight abnormal, Understand the difference in treatment, differen
22、ces in principle .understanding the reasons of flight canceled ,whether or not by carrier or non-carriers. They can deal with all kinds of cases, flight is not normal in the case of service.（九）Ground support and aircraft maintenance serviceTo understand the definition of aircraft maintenance, manner
23、 of working, and aircraft troubleshooting knowledge, comprehend the knowledge for spare parts management and ground support services, familiar with and master the whole process of aircraft maintenance and Machine debugging, familiar with and master the whole process of air materials management, fami
24、liar with and master the airport ground support equipment and other relevant services.III. ConclusionThats a requirement, a principle for a staff of China Eastern ground service. This article about the job of CE ground service staff, and from the perspective of air passenger transport, as far as pos
25、sible according to the passenger, can come into contact with the ground service process to introduce airlines, airports and other related enterprises to provide all kinds of service for tourism. Let people better understanding development status and concept of civil aviation ground service and air t
26、ransportation. The CE aviation ground service staff should possess the codes of conduct and various basic content of ground service. As a China Eastern ground staff , should change the basic work of the theory of application, and seriously practice, deepen the theory knowledge understanding and appl
27、ication, grasps the China Eastern airlines ground post necessary ticketing services, general services, check-in service, luggage service, security service, joint inspection service, guide services, process of service, service regulations and service standards.IV. Reference1 ZhangDeJia. Continuous im
28、provement and innovation make long into the road, wheel by system more vitality J. Internal combustion engine car. 1994 (08)2 ZhangKunLong. Wheel to cash in on the plane quality question discussion J. Internal combustion engine car. 1991 (06)3 Liu Ming. Ascending air cabin service quality measures J
29、.journal of business and management. 2010 (06)4 Lin Meizhen. Service enterprise service innovation problems - - to Singapore airlines, for example J.journal of human resources development. 2011 (02)5 LiangGongXia. The service quality of ascension and improve J. China quality. 2005 (07)Budget Wage bu
30、dget:Bonus budget：allowances and subsidies budget:Welfare budget:Uniform feebudget：Ground training budget：Personnel planned budget：Salary budget：The public accumulation fund for housing construction budget：Housing subsidy budget：Insurance budget：Management consolidated budget：Communication budget：In
31、ternet budget：Marketing/transport business budget：Contracting expense budget：Other subsidy budget：Attachment Organization IntroductionChina Eastern Airlines Corporation Limited was founded in April 1995 and was listed at Stock Exchange of Hong Kong Limited, New York Stock Exchange, Inc. and Shanghai
32、 Stock Exchange in 1997. It is one of the three largest civil aviation transportation backbone enterprises in China and grows out of China Eastern Airlines established in 1988. Its Headquarter is based in Shanghai. In February 2010, the alliance and reorganization of China Eastern Airlines Corporati
33、on Limited and Shanghai Airlines Co., Ltd. were completed and the latter became a wholly-owned subsidiary of the former. Besides, China Eastern administers 10 branches, that includes Xibei, Yunnan, Shandong, Shanxi, Anhui, Jiangxi, Hebei, Zhejiang, Gansu and Beijing and holds controlling shares of m
34、ore than 10 companies such as China Cargo Airlines Ltd., China Eastern Airlines Jiangsu Co., Ltd., China Eastern Airlines Wuhan Co., Ltd., Shanghai Eastern Logistics Co., Ltd. and Shanghai Eastern Flight Training Co., Ltd.By December 31, 2009, China Eastern had possessed the total assets of about 95
35、.8 billion yuan, owned more than 330 large and middle-sized transport planes with air service to 151 destinations and had over 600,000 employees. It is mainly engaged in passenger, cargo, post and luggage air transportation and extension service such as aircraft maintenance and travel agency. China
36、Eastern has established an air transportation network linking the world with Shanghai where the Headquarters is located as the core hub and Xian and Kunming as the regional hubs. China Eastern has always upheld the corporate spirit of “Satisfactory service above all others”, energetically advocated
37、the service concept of “Cordial service by respecting clients” and devoted itself to construct an excellent airline company featuring “Chesrished by employees, Firstly chosen by customers, Satisfied by shareholders and Trust by society”. China Eastern has one after another won the Annual Laureate Aw
38、ard and the 10-Year Cordial Service Award of the International Air Transport Association and the Five-Star Diamond Award awarded worldwide by American Academy of Hospitality Sciences and ranked first for the successive years in the activities of “Passengers talking about civil aviation” organized by China Civil Aviation Association.