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Service > Service > Flashcards

Service Flashcards

1
Q

What are the Etihad brand Values

A

thorough
Caring
Creative
Personal

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2
Q

You are operating EY141Abu Dhabi to Toronto, What do u need to check on E Crew for on c system, email,intranet to prepare for your flight ?

A

Flight number ,destination, time for departure, Arrival station, weather
, z card

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3
Q

What are the four different communications send by Email knows as A,B,C,D

A

A . Alert
B. Bulletin
C. Circulars
D. Dashboard

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4
Q

What Kind Of Information Will you find in the Csim (crew station information)?

A

Airport Name
Local time
Language
Weather
Station information
Gate delivery
mobile boarding pass
Arrival Forums
Crew Hotel
Rectification

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5
Q

Are complimentary baby stroller available at arrival gates in abu dhabi?

A

yes we have orange color

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6
Q

where you will find your role and responsibilities when operating on b787_9,2 class ?

A

Hospitality manuals , roles and responsibilities page 12

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7
Q

You are operating b787-9 2 class , registration blf for your flight to Toronto EY141 you are assigned to operate r3 , what are your responsibilities for this flight.?

A

Aft Bar Operate , cabin operate , cabin appearance

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8
Q

What are the 6 hospitality touchpoints?

A

1on ground
(hayyakom, lets get acquainted)
2in flight
(make your self at home , enjoy your hospitality, shukran)
3 after landing
(ma asalama)

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9
Q

How many team briefing will you have in economy and when are they conducted ?

A

1 after take off
1.before landing

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10
Q

Whats inside Yc baby amenities?

A

Baby food ,baby diapers ,surprise and delight kit’s , child meal box, Dessert Spoon , children’s meal cattery bag , napkins

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11
Q

Whats inside Yc Saddle Rack Holloware ?

A

Saddle Racks , oven gloves , 5 waste bags , 4 ice tongs , 7 Napkins ,
serving trays

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12
Q

Whats inside Galley Amenities?

A

UK Stickers , cabin Spray , return Article to Guest Sticker, blue gloves , viney Gloves waste bags, ,dental kits, face masks, kitchen Rolls, extra meal curtly, Ey Waste Bags , Plastic Gloves , extra caesural lids , plaster , headset bag and sticker, Panadol

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13
Q

List 3 tasks you must do to support our families on board?

A

understanding their needs
Being thoughtful and marking their flight memorable
Assisting with children and infant’s

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14
Q

True or false , children activity packs be offered either by hand or using the Mt?

A

true

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15
Q

True or false, the kids section option on the ife is available only in premium cabins ?

A

Fales

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16
Q

True or false , as part of Etihad sustainability pledge, none of the children’s packs will be plastic sealed ?

A

true

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17
Q

A guest has ordered a Special Child Meal , but Catering Did Not Load it , What will be your active?

A

apologies and inform the guest that he should ordered it minimum 24 hour before the flight

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18
Q

What baby amenities do we have on board to offer ?

A

Baby food, diapers , baby meals , baby bassinet, infant blankets

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19
Q

In which container will you find baby meals ? How you will server it?

A

In baby amenities, heat up in hot water for 2_3 minutes

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20
Q

What you do if u found a cart or container without a seal ?

A

do security checks and inform cm and catering officer

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21
Q

Name the documents that you receive it from catering that has information a meals description, picture, ratios and heating guideline?

A

CPG

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22
Q

True or false, galley chillers must be switched on all the time expect after landing in abu dhabi?

A

True

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23
Q

how would you serve the BBML?

A

carry The BBML into the cabin using MT and place the BBML with a dessert back and napkin on tray table

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24
Q

What style and image checks will you conduct on yourself before guest boarding ?

A

Hat and makeup for girls

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25
Q

If you found any discrepancies in your cabin appearance checks , who should you inform?

A

Inform cm, ground staff

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26
Q

Who is responsible for cleaning the tray tables?

A

cleansers

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27
Q

What are the standard items found in the seat pockets?

A

safety card , air sickness’ bag

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28
Q

Where will you find spare cabin appearance items ? Air sickness bag?

A

in cabin appearances item box aft. overheard stowage

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29
Q

True or false, blankets and pillows are seat loaded on all flights?

A

Fales

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30
Q

Where can you find information on whether blankets are seat loaded or available on request?

A

Z CARD

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31
Q

On which type of flights do you have the economy headsets loaded ? How are these distributed to the guest?

A

Sh-mh-Lh
If loaded is 50% or less it should be distributed by MT
If more than 50% headsets loaded

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32
Q

What are the responsibilities of the cabin appearance team in terms of lavatory preparation, that all crew need to check and if needed , report discrepancies?

A

spray the fresh and clean spray every 30 minutes

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33
Q

True or false , lavatory window blinds should be left open when the aircraft is on the ground ?

A

False

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34
Q

True or false , overhead stowage with safety and service equipment must be closed prior to guest boarding?

A

True

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35
Q

In which container will you find the cabin spray , when do you spray the cabin ?

A

In galley amenities, pre boarding

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36
Q

What does the acronym L.A.S.T stand for ?

A

L Listen
A Apologize, A knowledge
S. Solve
T. Thank

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37
Q

At which stage of the flight will you lock and seal the bar carts ?

A

prior To TOD (top of decent)

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38
Q

When do you need to complete the c209 form ? Where you find this information?

A

flights into UK, in Cabin Station Information (csim)

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39
Q

How many errors ,mistakes are permitted when completing the c209.? What you must do when u do mistake while completing the c 209?

A

Not more than 3 mistakes,
I cercal the wrong answer then type the correct one

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40
Q

How will you distribute the 4 copies of c209?

A

1 inside the main bar
1 outside the bar
1 for crew responsibilities
1 for cabin manager ( must keep it up 3 months )

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41
Q

How many c209 required to be completed per cabin ?

A

1per cabin

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42
Q

How wine made?

A

the harvest, crashing and pressing , fermentation,
(white wine 3 weeks, red wine 10 days)

43
Q

What are tannins?

A

naturally occurring compound found in seeds

44
Q

What is oxidation?

A

the oxygen combine with an element or compound oxygen makes wine more sour

45
Q

Why are some wines classed as vintage and some as non vintage?

A

vintage ( wine made from 🍇 grapes were all harvested in same year)
Non vintage ( harvested in different year)

46
Q

Information about (White) wine in economy ?

A

Producer . petit rosier
Grapes varieties . Colombard 90% Muscat 10%
Non vintage
Country. Waster cape south Africa
Dry white wine
Flavs, stone fruit , citrus and notes of jasmine
Food suggestions. Sea food . White pasta , cheese , spicy food

47
Q

Information about White (Red) wine economy ?

A

Producer. Petit Rosier
Grape Varity , portage 70% ‘ shiraz’s 20% , moder 10%
country wastern cape south Africa
Dry
Flav, red friut with hint spice and tobacco
Food, red meat , tomato pasta, spicy food

48
Q

How is beer produced ?

A

Growing and fermentation starches

malted barley + malted wheat

49
Q

Name of beers we offer in economy? Where is it from ?

A

tiger ( Singapore)
Heinekens’ ( Netherlands)

50
Q

How you will serve beer to a guest travelling in economy?

A

always with open can , cold beverage cup, napkin don’t pour the beer

51
Q

True or false , beer is served with ice ?

A

false

52
Q

True or false , beer is poured in the Cold beverage cup by the crew

A

false

53
Q

True or false , guests can keep the entire beer can once it opened?

A

true

54
Q

What are the four spirits we serve in economy?

A

Vodka , Russian standards, Russia
Gin, Bombay sapphire, England
RUM bacardi ,CUBA
Whiskey, red label, Scotland

55
Q

Abv stand for?

A

alcohol by volume

56
Q

Up to how many alcoholic drinks can you serve a guest at one time ?

A

2 , exercising discretion

57
Q

A bloody mary cocktail without alcohol called?

A

virgin mary

58
Q

When serving a spirit on the rocks , how are you serving it ?

A

poured over ice

59
Q

True or false , if a guest in economy asks for Bellini mocktail ( which is not available) ,
we can ask the business’ or first class crew for them to serve it?

A

False

60
Q

When you serve a spirit straight, it means you are serving it only with ice ?

A

false

61
Q

What is the minimum age your guests must be that they can served alcohol?

A

18 years and above

62
Q

what are the 4 components of a cocktail?

A

Base, mixer , flavoring agent , garnish

63
Q

What will you do during hospitality touchpoint ,hayyakoum, ?

A

welcoming guests with smile, offer assists to make them feeling comfortable
Offer assistance to families with children

64
Q

What your actions be once you hear the announcement ( cabin crew boarding completed) ?

A

secure cabin , secure overhead baggages

65
Q

What will you offer to children’ sitting in your area of responsibility?

A

offer children activity packs

66
Q

List your action during , lets get acquainted, hospitality touch point ?

A

Interduce your self
Offer children activity packs

67
Q

Where you find the cutoff points each service and aircraft type ?

A

hospitality manual , roles and responsibility

68
Q

Who’s the designer of the Etihad uniform ?

A

etore bilotta

69
Q

True or false , smoking in uniform is only allowed in designated smoking areas of the head office , training academy and cbc

A

true

70
Q

True or false , crew are not allowed to visit a super market, liquors store or shopping in Etihad uniform?

A

true

71
Q

True or false , consumption or alcohol allowed when in uniform?

A

False

72
Q

True or false , cabin crew can read company manuals, printed memos and any reading materials that is found in cabin seat pocket?

A

true

73
Q

what is the maximum number of trays a crew member can carry by hand into the cabin when serving the SPMLs ?

A

True

74
Q

What are the mandatory spare uniforms items that you must carryit with all the time ?

A

shirt , waistcoat, trouser

75
Q

how many hours prior to departure must a guest order a KSML?

A

72 hour

76
Q

What are the nail color and style that are acceptable ?

A

frensh manicure white lip only , length not more 0’5 cm and all same length , colors , sheer, beige , baby pink ,

77
Q

True or false , jackets are be removed during service delivery and you stay in your waistcoat?

A

true

78
Q

True or false ,Jackets when worn have to be fully buttoned , even when seated ?

A

false

79
Q

True or false ,When walking through an airport it is optional to wear your jacket?

A

false

80
Q

NLML are for gusts who suffer from?

A

Intolerance to milk and milk products or allergic to them

81
Q

True or false ,Company belt can be removed when on duty ?

A

false

82
Q

True or false ,Cufflinks are to be worn on all operational duties with your shirt ?

A

true

83
Q

the 3 priority SMPLs Are?

A

GFML, DBML, NLML

84
Q

our brand tag?

A

choose well

85
Q

5 go to points in cbc ?

A

1 kiosk 2 led screen 3 cbo 4 mail room,5 briefing room

86
Q

Airport stand-by responsibilities?

A

1 kiosk check in 2 baggage tag, 3 cbo signeing 4 security 5 screen 6 leave suitcase

87
Q

What you can do if Baggage tag doesn’t printed?

A

manually baggage sticker around security or CBO

88
Q

Who can you contact if you need to collect your crew at station =

A

CBO

89
Q

which two meals are part of standard carting ? us india toronto zorik london paris

A

HNML ( hindo Meals)
AV M L ( Asian Meal )

90
Q

Where you find e hospitality roles and responsibilities?

A

Cabin crew SharePoint

91
Q

How many team briefing in economy?

A

1 after take off 1 before landing

92
Q

When you will find out what’s your position in side the cabin ?

A

during the briefing assigned by Cm

93
Q

What item do we need to clean lavatory? Where are they? When do you disinfect lav?

A

blue gloves, cabin spray, galley amenity, whenever cm tell you to do

94
Q

Where will you find the faulty headsets bag? What do I do if I have them ?

A

get faulty headset bag and stickers from galley amenities and put them in ( y or j class)

95
Q

What items for Dis Infecting the lavatory?

A

baco ban , blue gloves , wipes

96
Q

UH flight, lets get acquainted, what item we provide?

A

Wellness’ kit by hand (China flight)
Children activity kit ( by hand )

97
Q

Subcategories for FWD AFT service ?

A

Narrow body Ac 2’3 points
Wide body Ac 4’6’8 Points

98
Q

Name 3 cocktails without Stirrers and ice?

A

mimosa , shandy . Spritzer

99
Q

PA all guests on board , what you will do?

A

close overheads stowage
Give Children activity packs

100
Q

Whats inside amenity kit ?

A

ear plugs , eye shade , sanitizers, wipes

101
Q

What are the ages for offering children activity packs ?

A

0_2 / 3_8/ 9_13

102
Q

What do the red ROB Sticker means on carts and containers?

A

Remain On Board , Not Offloaded

103
Q

Where are large teabags and coffe pillow’s?

A

hot beverages containers

Service (1 decks)

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