O le a le “tautua?” O le a le mea e faʻauigaina ai le "tautua?"
O le a le uiga pe a oo i le tautuaina o le faitau piliona o tagata faimalaga i le lotoifale, faaitulagi ma faavaomalo o le lalolagi? Aemaise lava i se taimi o le tausaga lea e foliga mai o loo agaʻi atu tagata femalagaaʻi o le lalolagi ina ia mafai ona latou faatasi ma le ā, ma o ai, e sili ona tāua iā i latou? O faʻamoemoega o le tuʻuina atu o auaunaga faʻapitoa e atagia mai ai faʻamoemoega o Santa e faʻaalia tonu i le vaeluapo, i soo se mea, mo tagata uma.
O le faaupuga "auaunaga" ua avea o se vaega o faavae o pisinisi tafafao maimoa, o le faavae o taimi o togafiti faataulaitu vs. na faalavelave. O le auaunaga e mafai ona manatu o le DNA taua o le tuʻuina atu o le poto masani. Ae pe ua aoaoina? Po o le malamalama?
Le pito i lalo pe a oʻo mai i pisinisi o femalagaaiga & turisi: E lua.
I le fatu o le aafiaga o se taunuuga, o le tautua o se tasi lea o faʻaaliga sili o le talimalo o se nofoaga, lona faʻasinomaga, ma le taua, o lona tagata. E momoli atu e ala i le faaletonu ma le mamanu e ala i ana vaalele, ona malaevaalele, ona faletalimalo, ona faletalimalo, faleaiga, ona faatosina, ana tausamiga ma mea e tutupu, lona maketiina, ona taimi o le auai i le lotoifale. O sitaili o auaunaga atonu e eseese i aganuu, i atunuu, ma konetineta. Ae ui i lea, i totonu o loʻo i ai le lagona lava e tasi: o le manaʻo e tausia se isi. E patino, tusa lava po'o le a le tulaga fa'apolofesa e ono aliali mai ai.
AVE'IA LE TOTONU MAI LE MEA E TATAU ONA TUPU FAALENA
Ae ui i lea, o le tele o taimi, o le mea e tatau ona masani, faʻanatura moni lava, e le masani ai le aveesea o mafaufauga, o lagona, o uiga. O faiga fa'avae ma tusi lesona o lo'o fa'amatalaina ai le auala e galue ai o se isi mea.
Ina ia iloa lelei le eseesega e faia e le auaunaga, taumafai e malaga i se malaevaalele mai ia Tesema 1 agai i luma. A'o o'o mai le fiafia o aso malolo, e fa'apea fo'i le vevesi o filifili malaga. O mea faʻamalosi e vave faʻaalia i latou lava:
• Check-in desks
• Security checks
• Immigration kiosks
• Boarding gates
Pressure valves start to burst, emotions run high, patience levels drop. True colors are rapidly revealed, the most frequently seen being red. Why? Because systems, put under extreme pressure from jumps in traveler volumes, start to show their breaking points, triggering off those of passengers. Lines become longer, slower, tighter, more irritating, more unfriendly. In the case of airlines, by the time passengers finally board, their breaking points are near (if not already reached) making the coming together of a few hundred frustrated passengers an enormous challenge for crew now responsible for their wellbeing for the next x number of hours. “Service” suddenly takes on a whole new level of expectations, including decompression.
Ae o le taimi nei e aofia ai lanu moni lanu auro susulu. O se tasi o na fe'avea'i fa'apea fa'asoa fa'alelei: Katherine Sian Williams, Cabin Crew ma o lea o le amepasa tautua a le British Airways. Faatasi ai ma le talaaga o le Ground Services, ua na o le 6 masina o ia i luga o le ea, ae o lona malamalama i le uiga o le "auaunaga" ua faaalia ai o ia o se faamanuiaga i le kamupani vaalele mo le poto masani na te tuuina atu i pasese, ma le faataitaiga na ia faia mo ana paaga. .
Ia Viliamu, o le faʻamatalaga o le tautua e faigofie:
“O le mea moni e uiga i le faia o tagata uma ma le faʻaaloalo - e te le iloa le mea o loʻo tupu io latou olaga. Ia agalelei.”
E oo lava i le au pasese e sili atu ona vevesi e maua lona tigaalofa.
"E leaga tagata ona ua latou amata i se tulaga leaga. O lo'o i ai pea au tagata leaga ma le feita. E le mafai ona e suia. Ae o loʻo i ai lena lagona, o le mea moni, o tagata sa galulue malosi, ma o loʻo agai i luma. E i ai se lagona o le aia tatau. Ou te le tuuaia i latou. E na ona latou mananaʻo lava e tausia i latou i se auala e lagona ai e i latou a latou tupe na maua ma le tigā, ma ua talisapaia ai le taimi.”
O lona uiga o le liliu atu i le malamalama o le tagata i le natura o le tagata, i le taimi lava e tasi o le nofouta i faiga faavae. I taimi e faateteleina ai omiga, pe ona o le tele o vaitau po o faafitauli patino i le pasese taʻitasi, o le "auauna" o le faitau lea o se tulaga ma iloa o le fesoʻotaʻiga a tagata e taofiofia le fofo, ae le o le faʻasalalauga a le kamupani.
But how can one maintain a personal touch when growth of the sector is demanding technology step in to accelerate systems? With over 4% growth in international travelers each year to exceed over 1.18 billion in 2014 (source: UNWTO), over 8 million travelling by air alone each and every day across almost 1400 commercial airlines (source: ATAG), how can one-to-one work for one-to-millions?
Fai mai Viliamu e oo lava i le tuputupu aʻe o le vaega e mafai ona faʻaogaina le manaʻoga ia aua neʻi galo faʻavae, faʻamamafa pe a fai mai:
“O le natura lea o le tagata. Tatou te manaomia le tele o le sao o tagata. O le mea o loʻo tupu o tatou, vaega uma o tatou olaga, ua faʻateleina ma sili atu ona faʻaogaina. O loʻo matou tuleia le matafaioi o le tautua i tekinolosi. Ou te manatu e le tusa ai ma le uiga o le tausiga. Mo nisi mafuaaga, o le talitonuga e faapea, sei vagana ua e faaaluina ni tupe se tele, o le a e leiloa le aia tatau e maua ai le mea e tatau ona avea ma auaunaga mo tagata uma?”
O le luitau a o tatou vaavaai atu i le lumanaʻi, ma le tuputupu aʻe tatou te iloa o loʻo tupu, faafetai, i totonu ma mo la tatou vaega?
“O le mea lena ou te popole ai. E fa'apefea ona tatou fa'amoemoe e o'o mai tupulaga talavou e malamalama o le auaunaga e na'o le tausiga o tagata? Latou te popole - latou te le malamalama i le auala e momoli atu ai. Latou te le o lagona le tiute o le tausia o le pasese.”
E ALU AUALA E LUA
Still, as much as those in the industry, on the front line of service, may do their best, we must never forget that being about human engagement, it is a two-way affair. From a traveler perspective, being on the “I paid for it” receiving end is not a good reason for bad manners.
O se tasi, i se mea o loo galue i le po, i sone taimi, i le ita, mo i tatou. O se tasi, i se mea, o loʻo faʻaaluina le Po o le Tausaga Fou e alu ese mai e pele e avea ma taga suʻesuʻe i luga o le ea e puipuia ai i tatou, pe oʻo i le 35,000 futu e tuʻuina mai ia i tatou le champagne e faʻafefe i le tausaga fou.
Po o le a lava le sootaga o le filifili malaga atonu tatou te taulai i ai, i se taimi o le tausaga tatou te malolo ai e faitau o tatou faamanuiaga, ia maualuga lo tatou gafatia, lo tatou avanoa, la tatou aia e malaga ai i luga o le lisi o mea tatou te faafetai moni ai. Ma oi latou o loʻo avea ma vaega o fesoʻotaʻiga faʻavaomalo e faʻataunuʻu sologa lelei, saogalemu, ma le faʻaeteete ma le agaalofa, i aso uma, i soʻo se mea i le lalolagi atoa.
And so, as the countdown to the end of 2016 nears, and we look to 2017 as a new calendar of “where in the world next?,” keep calm and carry on. We’ll all get there. Thankfully.
