SERVICE Flashcards
What is etihad brand tagline?
Choose well
what do we want our guests to feel?
Warm and Welcome
What are the 4 brand values?
Personal, Thorough, Creative and Caring
Name de 3 etihad domains that you use to prepare to your next flight?
Ecrew, Your personal company e-mails, Intranet (runway)
What type of information do you find on the CSIM?
mobile boarding passes, disembarkation cards, airports information, hotels, bars open / not ground, spraying cabin, crew hotel, crew special information
5 points in CBC
check the kiosk, luggage, CBO, (check the screens for the briefing room), mail room, Briefing room
Responsabilities of an airport standby
4 hours of responsability:
Go to CBC;
Check in the kiosk ( assigned as a airport standby);
We go to the CBO, we signed the assigning sheet, and that ask if you have luggage, if you say yes:
kiosk will give you a SBY tag, you will take it to security, you will scan it, and then you will put on the holding room (next to the entrance)
when a flight is assigned and if it is a layover, you get a new baggage tag from the CBO
If a luggage tag didn’t print in the kiosk, what will you do?
We need a manual luggage tag from the briefing officer
Who will you contact if you need to colect your GCCA license?
CBO
If you are not choose to be airport standby what do you do before you go home?
I signed out from the CBO, and you take your suitcase
Does AUH airport have complimentary babies trollers available?
yes
Name our 6 hospitalities touchpoints and where do they get place?
ON GROUND:
Aayakum, let’s get acquainted
IN-FLIGHT:
Make yourself at home, enjoy our hospitality, Shukran
AFTER LANDING:
Ma’asalama
How manny team briefings will you have in economy and when are they conducted?
2, after take-off and prior TOD
Where you will find your roles and responsabilities regarding your service duties?
Hospitality Roles and responsabilities manual in cabin crew sharepoint
When you will find out your work position from your flight?
During briefing, cabin manager or cabin senior will write on the General declaration
What babies amenities do I have on board to offer to our guest from a service perspective?
Baby meals, surprise and delight kit, meal boxes, baby diapers, children’s meal cutlery pack, baby bassinet, napkins, changing facilities in the lavatory
Baby meals options
Vegetables / Fruits (dessert) sweet
TRUE OR FALSE
Supporting families and caring for children is the responsability of the CS?
False, everyone responsability
CHILDREN ACTIVITIES AGING DIVISION ON (SH/MH) and LH/ ULH
LH/ULH
0-2 Y: infant blanket
3-8 Y: drawsting bag
9-13Y: scooby doo backpack
SH/MH flights:
3-8y: activity book and crayons
what do we offer on short flights to children?
3-8y: activity books and crayons
how do we offer children activities pack? and what is the touchpoint were we do it?
by hand or MT
let’s get acquainted on ground or maximum make yourself at home
As per the catering security checks what must we do with the seals? (outstation)
check if the seals are matching in what have inside, and with the catering seal form
RED ROB sticker what that means?
remain on board, we put a green seal
where do you find napkins?
baby amenities and surprise delight kit container
saddle rack and holloware container
where do you find oven gloves and (white plastic liners??)???
saddle rack and holloware container
where do you find spare child meal boxes?
baby amenities and surprise and delight kit container
where do you find tea, coffee pouches in the galley?
hot beverage container
where do you find the surprise delight kit?
baby amenities and surprise and delight kit container
where do you can find the dessert pack
baby amenities and surprise and delight kit container
What technique do you use to solve difficult guests scenarios?
LAST:
Liste
Apologize
Solve
Thank
How much is the crew over weight baggage?
32 kg
What does US stand for, in service?
Unserviceable service equipment, offloaded from the a/c in AUH
What does halal means?
permiseable or lawful as per islamic shariah law
types of beer in economy
heineken and tiger
what are my special meals?
ABCD-
Alerts, Bulletins, circulars and dashboards
where do you find the services that you have for a specific flight?
zed card
if you have premium drinks, from which document do you can know it?
zed card
lavatories, what to check and when?
hand towels, tissues, mirrors, visual check, sink
hydration run, when do we do it? what form do we do it?
30 min, just water, do the continuous guest care form
FWD- AFT- using a multipurpose tray
individual drinks
serving tray , where is it?
saddle rack and holloware container
ife, people sleep?
turn off the monitor
guest wearing eye shades
don’t disturb- don’t wake them up
wake me up- for everything we wake them up
if he is not wearing eye shades: we wake them up in the main meal services, or if it is the only service in the a/c
we find the eye shades in the amenity kit
what do we have in the amenity kit?
4 gels, 1 sanitizing wipe, 1 eye shades, 1 ear plugs
where can the guests pray?
preferiable in the most aft righthandside door, but normally in r2 or r4, we give to them the prayer mat
prayer mat is in business class
seal
we used it, we need to seal it w/ green
from toronto- auh: we don’t seal it
“i want a tea”, what to do?
what type of tea do you want?
we have a choice of teas, green tea, black tea, chamomile and karak tea
sugar, milk?
i want a coffee, what would we do?
cappucino, black coffee, arabic coffee, (decaf coffee)
sugar milk?
check the lavatories
check before and after, i finished with meals I check, I finish with hot beverages
what I am serving in Fuala
snacks: oreos, lotus, kit kat, chips
service flows
FWD TO AFT
silver serving tray, where it is?
given by catering inside of fuala kit
cold café platter, what cart do we use?
full card
plastic bag for coleccting of blankets
cabin appearence box
bloody mary
25ml vodka,ice, tomato juice, tabasco, worcerstershire sauce, garnish w/ lemon slice, stirrer, salt and pepper
shandy
1/2sprite, 1/2 beer
cuba libre
25 ml rum, cola, ice ,stirrer, lemon
white wine
petit rozier, from south africa, non vintage, colombard 90 and muscat 10
where can an economy guest pray on board the a/c?
AFT most RHS door area
VJML contain root vegetables or animal by products?
does not, jain meal
standard of offering the economy headsets on ULH/LH/MH/SH flights?
loaded by crew prior to guests boarding
guest load lower than 50% crew may distribute headets by hand using MT
Types of seats in economy
- economy standard
- economy space (es exit row; es standard)
-bulkhead seats
-neigbour free seats
what document do you use to check the bar opening procedure?
CSIM
what document do you use to check the services to be conducted on the flight?
Z CARD
what document do you use to check the cart set up?
Economy hospitality manyal?
where do we found the sample food bag and form
the bag and forms are found in the business class galley amenities container.
this bag is used to store:
-any suspect items found in any catering provided items, onboard broken glass
for how long are the casserols hot
max 2h
red wine
petit rozier, south africa, pinotage 70% shiraz 20%e mourvedre 10%
where can you find the spml tent cart?
what info do you write on the SPML tent card for the 3 priority SPML’s?
inside of the spml tray
the guest name, seat number, spml identification
minimum age to join etihad guest program?
different tires
2y
bronze, silver, gold, platinum
how are hot beverages offered on ush flights?
only by request
people that can seat for free in bulkhead
mum with infants, families travelling together, medical cases and guests with physical, intellectual disability
when and how will you offer the children activity packs?
let’s get acquainted, before take off, or max after take off
can you heat hot meals on ground?
only in bombay, delhi e hyderabad
max casserols inside black box
35
prio special meals
diabetic, non lactose, gluten free
for how long before should special meals be booked?2
24h, but if it is korsan meal: 72h
what items you do not put in trash compactor
glass and liquids
how much time do you have to start cocktail bar after take off?
10 min
what do you offer to a guest during cocktail bar service?
savory snack, napkin, cold beverage
can you brew tea, coffee on ground?
yes
how manny meals trays can be served from 1 full meal cart?
48 trays
for full meal, 35 fit in the hot meal box, how manny more do we need to load?
13 (48-35)
2 premium things in top of cart
baileys, vsop
what equipment can we use in the galley to minimize burn injuries?
oven gloves
when do you distribute disembarkation cards?
after main meal service, pre landing
what do we do to open liquids in TOD? Back up cart for wine
Back up cart for wine
smash sparkling wine, juice, soft drinks in the lav
where is the serving tray?
saddle rack and holloware container
during full meal service, a guest ask you for a coffee what do you do?
CGK
Jakarta
MNL
Manila
LHE
Lahore
LHR
London
MAD
Madrid
MAN
Manchester
LIS
Lisbon
AGP
MALAGA
JMK
Mikonos
PVG
Shangai
PKX
Beijing
lavatories refresh, cabin refresh and hydration rounds
every 30 min
fresh and clean+ blue gloves-> galley amenities
lav: v shape, items restocked
full desinfection lavatories
bacoban spray to wipe mirrors, lavatory superficies, sink, toilet seat, floor cleaned and dry
cabin senior will give the continuous guest form for us to write all of the rounds of hidration, desinfection and refreshing
HEADSEATS, 50% or below, crew must distribute using the … ?
MT
distribute together with amenity kits when possible
amenity kit contains…
eyeshades, ear plugs, 1 sanitizing wipe, 4 sanitising gel
dental kits, how manny? which container
10 in economy galley amenities container, only offered on request
gin fizz?
gin + soda water, lemon, stirrer+ ice
whiskey highball
whiskey+ ice+ soda water+lemon
dark and stormy
rum, ice, ginger ale, lemon, stirrer
achool drinks only served on guests above…
18 years old
premium hot drinks
hot chocolate, arabic coffee, cappuccino, chamomile tea, green tea, karak tea
in which flights do we have special meal delivery form?
CDG (PARIS), LHR(LONDON), ZRH, USA, YYZ & INDIA
In which document can we know if a guest item is loaded by catering?
z-card
can galley operator stay in the galley during boarding?
no, assist the guests
broken seal in a chiller container
put green seal, turn, inform SCCM
Where is bar top?
ice buckets and bar work tops
Difference between hot beverage and hot beverage backup?
tea pouch, lotus bag
baby meal
heat 2min, napkins+ dessert pack
guest unhappy, what to do?
LAST
Return article to guest
1st para o objeto, 2nd cliente, 3rd frigorifico
where is spare cabin appearance box?
OHSC in the aft RHS
CPG works for what
Crew plating guidelines, mins and details, heating min,
where are white and blue gloves?
galley amenity
where can i find napkins?
baby amenities, saddle rack, hot beverage container, galley amenity container
where is the oven gloves and white plastic linen
saddle rack and holloware
where are large teabags and coffee pilows?
hot beverage container
