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【燕鸣】如何做好金砖会晤接待服务保障?“北京服务”的这些细节逆天了

2017-09-14 16:55:42   千龙网

金砖国家领导人厦门会晤已于日前落下帷幕。会晤期间,厦门国际会展中心吸引了全世界的目光。但鲜为人知的是,在这个屹立于鹭岛的会场中,来自北辰会展和北京市建筑设计研究院(BIAD)等北京国企的工作人员,为会议的成功举办默默付出了数百个日日夜夜。继APEC、G20和“一带一路”峰会后,“北京服务”闪耀金砖会晤,一展北京国企风采,再次让世界惊艳。

“北京服务”有什么不一般呢?看看那些逆天的细节就知道了。

今年3月,厦门方决定与北辰会展合作,共同完成金砖会晤接待服务保障工作,北辰会展承担“总策划、总组织、总指挥、总实施”的角色。一组组数字展现了严苛的“北辰标准”:场馆改扩建工程建议列出了1740项、服务技能培训分42项360个点、国宴上菜演练千余次……甚至连叠毛巾都分成6个步骤。

工程建议为什么会有1740项之多?都是关于哪些方面的?从媒体披露的几个小细节可见一斑。比如,场馆扩建后缺少制冷机,便增加一台保证会场温度适宜。又比如,国宴厨房的图纸前后改了八次,扩大了冷荤间、单设水果间,为了保证食物温度和口感,从菜品出餐到宴会厅时间以秒计算,不会超过5分钟。上菜时间也要以秒计算,这速度,这效率!

可别以为上菜、上水简单,“一个分解动作就是一个点,上水动作有13个点,上菜共有96个点。”96个点,还要以秒计算,算得上飞机上挂水瓶——高水平!

上菜、上水太有技术含量了,有没有简单点的,比如递毛巾?剧透!在北辰会展的服务手册里,递毛巾同样是有讲究的:为了保证毛巾柜每一层毛巾的温度相同,都要用测温枪测量。还有,抬椅子时脚步、转身等动作都要流畅一致。

想当国际一流的服务人员,可真不容易。不过,话说回来,干什么工作都应该有这样认真的劲头吧。

会晤期间,802名服务人员中,有场馆自有人员和支援团队,还有450名学生,服务标准必须完全统一。怎么练的呢?会议前,服务人员的这些动作早就演练了上千遍,仅仅一个搬沙发的动作,不少男员工的手都练得红肿。

来自北京的会展服务滴水不漏,与此同时,来自北京的创新设计,也让场馆“高颜值”。会晤主会场、工商论坛主会场、新闻中心等全部会场的改造、装饰、软装等多项重要工作,均出自BIAD的建筑师之手。“‘国际语言、中国韵味、闽南情怀’作为会场设计的主题,展现了中国的文化自信。”在这背后,是短短6个月时间,设计图纸历经一千多次改动,可谓精益求精。

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