Hoang Viet Lam, a passenger service officer at the VIAGS Noi Bai Airport (NBA) just received the Best Passenger Service Officer Title in the first quarter of 2017 by the five-star Korean Air.
The awarding ceremony was held on June 28 at VIAGS NBA’s head quarter with the participation of Mr. Jo Hoon, Head of Korean Air Office at Noi Bai International Airport; Mr. Ngo Hong Minh, Director of VIAGS NBA; Mrs. Vu Kieu Anh, Head of Passenger Service Center, and representatives from relevant departments.
It is not only the great honor of Mr. Hoang Viet Lam but also the achievement of VIAGS’s personnel
The title of Best Passenger Service Officer was reviewed on the Korean Air flight network including 127 airports in 44 countries worldwide. This is not only the great honor of Hoang Viet Lam but also the achievement of VIAGS personnel. In the first six months of 2017, VIAGS received 1,606 compliment letters, including 634 letters from airlines and 972 letters from passengers.
“I am very proud to be one of two officers receiving the award in total employees of 127 Korean Air branches worldwide in the first quarter of 2017, especially the award signed by the President of Korean Air,” Lam said.
Mr. Hoang Viet Lam receiving the award from Korean Air’s representative
Sharing about his work, Lam said: “As a passenger service officer of the passenger service center at Noi Bai Airport, my main task is to control the number of passengers and luggage on the flight procedures system; to ensure accurate information, re-checking with relevant departments. Additionally, I supplied other services such as passenger procedure officer, arranging seats, luggage procedures and guiding passengers to relevant procedures. As highly valued with good service by passengers, I am assigned to Morning Calm or Korean Air Business Class Reception Counter.”
He shared that with the position of passenger service official, the award is very meaningful to him. Because it showed his effort recognized and appreciated by customers, as well as encouraged him to always try to improve himself, bringing better service quality for customers.
To become excellent passenger service officer, you should bear in mind the following factors: Responsibility, passion for the job, understanding and overcoming difficulties of the job; friendly and proactive in communication with passengers; always putting yourself in the customer's place to behave appropriately; actively improving professional skills to improve yourselves, he recommended.
“I learned Korean language to communicate with passengers, because Korean Air's customers are mostly Korean,” he added.
Sharing the most impressive memory during supplying passenger service for Korean Air, he happily related: “Korean passengers are often hot-tempered, but they are quite friendly. I once served two Korean customers. They have apparently argued before going to our service counter and still expressed anger. However, I still smiled and greeted them in Korean. They were quite surprised, stopped arguing, changed their attitude and greeted me in Vietnamese. During the procedure, I talked with them both in Korean and English. Maybe they are laughable because I pronounced Korean is not so good. So, they are happy to correct my pronunciation skill, and naturally, they are no longer angry. When leaving the counter, they thanked me in Korean style. I am glad to feel that my customers felt satisfied with me, my warmth and friendliness.”
When we asked him about hobby, he said that he like sleeping best. “We, officers who work at the airport, are often sleepy,” he revealed. “I also very like traveling,” he added.
“My family is always moral support to fulfill my task,” he said that, “My father is good example for me. After all, I just want to go home, and ... go to my bed. That is the happiness that I have felt.”
According to Lam, the VIAGS working environment is very professional and disciplined, while their personnel are really active and ebullient. “I am proud to be a member of Vietnam's leading ground services company - VIAGS,” he stressed.
VIAGS’s personnel always show their conscientiousness, professionalism, responsibility and charm that created the level of a leading provider of ground services in Vietnam as well as a member of the national four-star carrier, Vietnam Airlines.
“VIAGS has successfully completed phase 1 of ISAGO certification process (for headquarter). In July, the process scheduled to conduct at VIAGS’s branches, including VIAGS NB. As an employee working at VIAGS NB, I realized that I need to fulfill all assigned task; strictly follow the work process and VIAGS’s regulations to ensure security safety and punctuality, and service quality committed to the carrier,” Lam affirmed.
Mr. Jo Hoon - Head of Korean Air Office at Noi Bai International Airport shared “On February 17, 2017, a compliment letter was sent to Korean Air’s Headquarter, made personally by General Director of HAN YOUNG KANGAROO for Hoang Viet Lam’s professional service and friendly attitude. Thank to the letter, President of Korean Air signed a special letter to honor Hoang Viet Lam.”
Box: Mr. Hoang Viet Lam has good professional skills and high responsibility. He also always share and help passengers; and was highly valued by representatives of carriers, especially representatives of Korean Air.