He aha ka "lawelawe?" He aha ka mea e wehewehe pono ai i ka "lawelawe?"
He aha ka manaʻo o ka lawelawe ʻana i nā piliona o ka poʻe mākaʻikaʻi kūloko, kūloko a me ka honua holoʻokoʻa o ka honua? ʻOi loa i ka manawa o ka makahiki ke neʻe nei ka poʻe kaʻahele kaʻahele o ka honua e hiki ke noho me ka mea, a ʻo wai ka mea nui iā lākou? ʻO nā manaʻolana o ka hāʻawi ʻana i ka lawelawe kūikawā e hōʻike pono i nā manaʻolana o Santa e hōʻike pololei ana i ke aumoe, ma nā wahi āpau, no kēlā me kēia.
ʻO ka huaʻōlelo "lawelawe" ua lilo i ʻāpana o nā kumu o ka ʻoihana mākaʻikaʻi, ke kumu o nā manawa kilokilo vs. No laila hiki ke noʻonoʻo ʻia ka lawelawe ʻo ka DNA koʻikoʻi o ka hāʻawi ʻana i ka ʻike. Akā, ua aʻo ʻia? A i ʻole he intuitive?
ʻO ka laina lalo i ka wā e pili ana i ka ʻoihana huakaʻi a me ka mākaʻikaʻi: ʻo ia ʻelua.
Ma ka puʻuwai o ka ʻike o kahi huakaʻi, ʻo ka lawelawe kekahi o nā hōʻike nui loa o ka hoʻokipa ʻana o kahi huakaʻi, kona ʻike, a ʻo ka mea nui, kona ʻano kanaka. Hāʻawi ʻia ia e ka paʻamau a me ka hoʻolālā ʻana ma o kāna mau mokulele, kona mau mokulele, kona mau hōkele, kona mau hokele, nā hale ʻaina, nā mea hoihoi, nā ʻoliʻoli a me nā hanana, kāna kūʻai aku, kona mau manawa o ka hoʻopili kūloko. Hiki ke ʻokoʻa nā ʻano lawelawe ma ka moʻomeheu, ma ka ʻāina, ma ka ʻāina. Eia naʻe, i loko o ia mea aia ka manaʻo like: ka makemake e mālama i kekahi. He pilikino ia, me ka nānā ʻole i ke kūlana ʻoihana e ʻike ʻia ai.
KA WEHE ANA I KA PAU PUUWAI MAI KA MEA E HANA MAU AI
No laila, pinepine naʻe, ʻo ka mea e pono ai ke kūlohelohe, instinctive maoli, ʻaʻole kūlohelohe i ka manaʻo, ka manaʻo, ka manaʻo. ʻO nā kulekele a me nā manual e wehewehe i ke ala e hana ai ma ke ʻano he mea ʻē aʻe.
No ka ʻike maopopo ʻana i ka ʻokoʻa o ka lawelawe ʻana, e hoʻāʻo wale e huakaʻi ma kahi mokulele mai Dekemaba 1 a hiki i mua. E like me ka hoʻomaka ʻana o ka hauʻoli hoʻomaha, pēlā pū ka haunaele huakaʻi. Hōʻike koke ʻia nā wahi kaomi iā lākou iho:
• 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.
Akā i kēia mau manawa kahi e komo pū ai nā kala maoli i nā kala gula nani. ʻO kekahi o nā mea lawe o ia ʻano o ka mālamalama: Katherine Sian Williams, Cabin Crew a no laila he ʻelele lawelawe o British Airways. Me ka ʻaoʻao o Ground Services, he 6 mau mahina wale nō ʻo ia i ka lewa, akā naʻe, ʻo kona ʻike ʻana i ke ʻano o ka "lawelawe" e hōʻike ana he pōmaikaʻi ʻo ia i ka mokulele no ka ʻike āna i hāʻawi aku ai i nā poʻe kaʻa, a me ke kumu hoʻohālike āna i hana ai no kāna mau hoa. .
No Williams, maʻalahi ka wehewehe ʻana o ka lawelawe:
"E pili ana i ka mālama ʻana i nā mea āpau me ka mahalo - ʻaʻole ʻoe i ʻike i ka mea e hana nei i ko lākou ola. E lokomaikaʻi."
Loaʻa i ka poʻe kaʻa kaʻa ʻoi aku kona aloha.
"He ʻino nā kānaka no ka mea ua hoʻomaka lākou ma kahi wāwae ʻino. Loaʻa iā ʻoe nā poʻe weliweli a huhū. ʻAʻole hiki iā ʻoe ke hoʻololi. Akā aia kēlā manaʻo, ʻo ka ʻoiaʻiʻo, ua hana nui nā kānaka, a ke hele nei i kahi mamao. Aia ka manaʻo o ke kuleana. ʻAʻole au e hoʻohewa iā lākou. Makemake lākou e mālama ʻia ma ke ʻano e manaʻo ai lākou i kā lākou kālā paʻakikī, a mahalo ʻia ka manawa. "
ʻO ia hoʻi ka huli ʻana i ka ʻike maoli o ke ʻano kanaka, i ka manawa like o ka ʻike ʻana i nā kulekele. I kekahi manawa e hoʻoikaika ʻia ai nā pilikia, inā paha ma muli o ka piʻi ʻana o ke kau a i ʻole nā pilikia pilikino me nā mea kaʻa pākahi, ʻo ka "lawelawe" ʻo ia ka heluhelu ʻana i kahi kūlana a ʻike ʻo ia ka pilina kanaka e paʻa ai ka hopena, ʻaʻole ka ʻōlelo a ka hui.
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?
Ke koi nei ʻo Williams ʻoiai hiki i ka ulu ʻana o ka ʻāpana ke hoʻokō i ka pono e poina ʻole i nā kumu, me ka koʻikoʻi i ka wā e ʻōlelo ai:
“He ʻano kanaka kēia. Pono mākou i ke komo ʻana o ke kanaka. ʻO ka mea e hana nei ʻo mākou, nā ʻāpana āpau o ko mākou ola, ke lilo nei i mea maʻalahi. Ke koi nei mākou i ke kuleana o ka lawelawe i ka ʻenehana. Manaʻo wau e kūʻē i ke ʻano o ka mālama. No kekahi kumu, ʻo ka manaʻoʻiʻo inā ʻaʻole ʻoe e hoʻolilo i ke kālā he nui, ʻaʻole paha e nalowale ana ʻoe i ke kuleana e loaʻa i ka lawelawe no nā mea āpau?
ʻO ka paʻakikī i ko mākou nānā ʻana i ka wā e hiki mai ana, a ʻo ka ulu ʻana a mākou e ʻike nei ke kū nei, mahalo, i loko a no kā mākou ʻāpana?
"Ma laila wau e hopohopo nei. Pehea e hiki ai iā mākou ke manaʻo i ka poʻe ʻōpio e hele mai ana e hoʻomaopopo he pili wale ka lawelawe i ka mālama kanaka? Manaʻo lākou - ʻaʻole maopopo lākou pehea e hoʻopuka ai. ʻAʻole lākou i manaʻo i ke kuleana e mālama ponoʻī iā lākou iho.
HELE I NA ALA ELUA
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.
Ke hana nei kekahi i ka pō, ma nā wahi manawa, ma o ka huhū huhū, no mākou. Ke hoʻolilo nei kekahi i ka Eve Makahiki Hou mai ka poʻe i aloha ʻia e lilo i mau ʻeke ʻeke ea e mālama pono iā mākou, a i ʻole ma kahi o 35,000 kapuaʻi e lawelawe ana iā mākou i ka champagne e ʻai i ka makahiki hou.
ʻO kēlā me kēia loulou o ke kaulahao huakaʻi a mākou e nānā ai, i ka manawa o ka makahiki e hoʻomaha ai mākou e helu i ko mākou mau pōmaikaʻi, e kiʻekiʻe ko mākou hiki, ko mākou manawa kūpono, ko mākou kuleana e hele i ka papa inoa o nā mea a mākou e mahalo maoli ai. A ʻo ka poʻe i ʻāpana o ka pūnaewele puni honua e hana maʻalahi, palekana, me ka mālama a me ke aloha, i kēlā me kēia lā, ma nā wahi āpau o ko mākou honua.
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.
