Winter fades away in Beijing as the vernal March comes, and a colorful world returns. Every line of business begins to prosper in this season, including private aviation. Schedule in your control, private and comfortable space, these are the first things that we immediately think of as long as we talk about private jet. In fact, delicate and artistic services represent a more charming side of the business.
An elegant international businesswoman who has an oriental face yet speaks with flawless received pronunciation, Madam Pan Meishan, the director of Service Delivery of Deer Jet, a woman of glittering charisma. In this summer, let’s learn a thing or two about the delicate services provided by Deer Jet.
Q: Can you share with us about your experiences in the industry?
Thanks. First of all, my majors in college are actually all related to service. I graduated from University of Birmingham majoring in hotel management, and I have studied in Insitut Villa Pierrefeu, an etiquette training school in Switzerland. and I have accomplished my WSET Level 3 out of my interest in red wine. All of which have been greatly helpful for my later occupation in aviation service.
Q: So in the beginning, you were working in civil aviation?
That is correct. I was first engaged in cabin service of Cathay Pacific, and later cabin training of Dragonair. But the cabin service of civil aviation differs from that of private aviation. I started my career in private jet business since 2008 and was engaged in cabin service management and training ever since; I have been part of new jet delivery for dozens of times, and I have provided service process design and flight attendant training for several private jet charterers in Asia too.
Q: What is the relationship between cabin service and hotel management?
Despite of my major in hotel management, something that sounds remotely close to private jet cabin service, they do share some similarities in many details. For instance, we have private cabins in private jets for our guests, and the arrangement of articles is similar to hotel service, or we may say that they are seemingly different on the outside but essentially similar on the inside. Hotels usually have a set of very systematic standards and some of which can be applied on private jets. It’s never just about orderly arrangement, but it has to be artistically and aesthetically arranged as well.
Q: Can you tell us about your work in Deer Jet?
As the first and the largest private jet operator, also the largest in Asia, Deer Jet has concluded a set of cabin service process by learning from the experiences of civil aviation cabin management, which is featured with its own characteristics. Even though we are still behind international standard, we never just simply copy what they do. And Deer Jet has developed its own service standards with oriental features.
Q: Really? How do you highlight the idea of oriental beauty in cabin service?
Oriental beauty is about gracefully slender figures and elegant manners of women in western standards, which are superficial. Deer Jet wishes to reflect oriental features in a general way. For example, we have some top hotels in China preparing oriental cuisines for our guests; we have beverages during unique Chinese seasonal holidays which are good for health; also, we are working with some top skincare product makers to customize wash bags for guests, and so on. In addition, flight attendants of Deer Jet are known as onboard butler/stewardess, who are trained regularly in English and knowledge about red wine, this is another way to build our onboard image.
Q: Speaking of the cabin service of private jet, what are main gap between us and foreign countries? and how should we improve them?
The very nature of private aviation makes it something different from regular flights, as in the cabin service of regular flights share fixed pattern and process. For private aviation, the services we provide must be delicate and elaborate since the cabin space is limited and our guests are not normal passengers, so it asks for details.
Private aviation still remains a relatively new concept in Asia, specifically in China, where infrastructure is lacked and there is no training for the cabin service of private aviation. We don’t even have our own cabin simulator so every time we have to do our training in the simulators of civil aviation companies, which are very different from our actual cabins, and this is something we’ve been calling for. One more thing is that we don’t have airline meals specifically made for private jets, which is one aspect that needs to be improved. Now we have several foreign flight attendants so that we can learn from each other to continuously lift our service quality.
Q: Do you have any hobby?
I’m into travel, and at this moment I prefer traveling deeply in one place, especially places where they produce wines so I can enjoy the trip and learn more about wine. and I can also get to know some leading industry figures in hotel management and catering services, so that I can bring more ideas into my job.
Q: You mentioned that you had training in red wine, so can you recommend some wine to us?
Pol Roger Champagne, the favorite of Churchill, who always enjoyed a cup after victory, so it has a victorious implication to it and we prepare it for those who fly with us for the first time, and we call it “The Victory” in a hope that Deer Jet will always triumph and wish everyone of our guests a safe and enjoyable trip.
In this moment of delicacy, let’s embrace the world to express the charm from the Orient together with Deer Jet.