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Etihad > SERVICE > Flashcards

SERVICE Flashcards

1
Q

What is etihad brand tagline?

A

Choose well

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2
Q

what do we want our guests to feel?

A

Warm and Welcome

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3
Q

What are the 4 brand values?

A

Personal, Thorough, Creative and Caring

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4
Q

Name de 3 etihad domains that you use to prepare to your next flight?

A

Ecrew, Your personal company e-mails, Intranet (runway)

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5
Q

What type of information do you find on the CSIM?

A

mobile boarding passes, disembarkation cards, airports information, hotels, bars open / not ground, spraying cabin, crew hotel, crew special information

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6
Q

5 points in CBC

A

check the kiosk, luggage, CBO, (check the screens for the briefing room), mail room, Briefing room

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7
Q

Responsabilities of an airport standby

A

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

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8
Q

If a luggage tag didn’t print in the kiosk, what will you do?

A

We need a manual luggage tag from the briefing officer

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9
Q

Who will you contact if you need to colect your GCCA license?

A

CBO

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10
Q

If you are not choose to be airport standby what do you do before you go home?

A

I signed out from the CBO, and you take your suitcase

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11
Q

Does AUH airport have complimentary babies trollers available?

A

yes

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12
Q

Name our 6 hospitalities touchpoints and where do they get place?

A

ON GROUND:
Aayakum, let’s get acquainted

IN-FLIGHT:
Make yourself at home, enjoy our hospitality, Shukran

AFTER LANDING:
Ma’asalama

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13
Q

How manny team briefings will you have in economy and when are they conducted?

A

2, after take-off and prior TOD

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14
Q

Where you will find your roles and responsabilities regarding your service duties?

A

Hospitality Roles and responsabilities manual in cabin crew sharepoint

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15
Q

When you will find out your work position from your flight?

A

During briefing, cabin manager or cabin senior will write on the General declaration

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16
Q

What babies amenities do I have on board to offer to our guest from a service perspective?

A

Baby meals, surprise and delight kit, meal boxes, baby diapers, children’s meal cutlery pack, baby bassinet, napkins, changing facilities in the lavatory

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17
Q

Baby meals options

A

Vegetables / Fruits (dessert) sweet

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18
Q

TRUE OR FALSE

Supporting families and caring for children is the responsability of the CS?

A

False, everyone responsability

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19
Q

CHILDREN ACTIVITIES AGING DIVISION ON (SH/MH) and LH/ ULH

A

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

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20
Q

what do we offer on short flights to children?

A

3-8y: activity books and crayons

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21
Q

how do we offer children activities pack? and what is the touchpoint were we do it?

A

by hand or MT

let’s get acquainted on ground or maximum make yourself at home

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22
Q

As per the catering security checks what must we do with the seals? (outstation)

A

check if the seals are matching in what have inside, and with the catering seal form

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23
Q

RED ROB sticker what that means?

A

remain on board, we put a green seal

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24
Q

where do you find napkins?

A

baby amenities and surprise delight kit container
saddle rack and holloware container

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25
Q

where do you find oven gloves and (white plastic liners??)???

A

saddle rack and holloware container

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26
Q

where do you find spare child meal boxes?

A

baby amenities and surprise and delight kit container

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27
Q

where do you find tea, coffee pouches in the galley?

A

hot beverage container

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28
Q

where do you find the surprise delight kit?

A

baby amenities and surprise and delight kit container

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29
Q

where do you can find the dessert pack

A

baby amenities and surprise and delight kit container

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30
Q

What technique do you use to solve difficult guests scenarios?

A

LAST:

Liste
Apologize
Solve
Thank

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31
Q

How much is the crew over weight baggage?

A

32 kg

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32
Q

What does US stand for, in service?

A

Unserviceable service equipment, offloaded from the a/c in AUH

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33
Q

What does halal means?

A

permiseable or lawful as per islamic shariah law

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34
Q

types of beer in economy

A

heineken and tiger

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35
Q

what are my special meals?

A
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36
Q

ABCD-

A

Alerts, Bulletins, circulars and dashboards

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37
Q

where do you find the services that you have for a specific flight?

A

zed card

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38
Q

if you have premium drinks, from which document do you can know it?

A

zed card

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39
Q

lavatories, what to check and when?

A

hand towels, tissues, mirrors, visual check, sink

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40
Q

hydration run, when do we do it? what form do we do it?

A

30 min, just water, do the continuous guest care form

FWD- AFT- using a multipurpose tray

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41
Q

individual drinks

A
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42
Q

serving tray , where is it?

A

saddle rack and holloware container

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43
Q

ife, people sleep?

A

turn off the monitor

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44
Q

guest wearing eye shades

A

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

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45
Q

what do we have in the amenity kit?

A

4 gels, 1 sanitizing wipe, 1 eye shades, 1 ear plugs

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46
Q

where can the guests pray?

A

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

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47
Q

seal

A

we used it, we need to seal it w/ green
from toronto- auh: we don’t seal it

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48
Q

“i want a tea”, what to do?

A

what type of tea do you want?

we have a choice of teas, green tea, black tea, chamomile and karak tea

sugar, milk?

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49
Q

i want a coffee, what would we do?

A

cappucino, black coffee, arabic coffee, (decaf coffee)

sugar milk?

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50
Q

check the lavatories

A

check before and after, i finished with meals I check, I finish with hot beverages

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51
Q

what I am serving in Fuala

A

snacks: oreos, lotus, kit kat, chips

52
Q

service flows

A

FWD TO AFT

53
Q

silver serving tray, where it is?

A

given by catering inside of fuala kit

54
Q

cold café platter, what cart do we use?

A

full card

55
Q

plastic bag for coleccting of blankets

A

cabin appearence box

56
Q

bloody mary

A

25ml vodka,ice, tomato juice, tabasco, worcerstershire sauce, garnish w/ lemon slice, stirrer, salt and pepper

57
Q

shandy

A

1/2sprite, 1/2 beer

58
Q

cuba libre

A

25 ml rum, cola, ice ,stirrer, lemon

59
Q

white wine

A

petit rozier, from south africa, non vintage, colombard 90 and muscat 10

60
Q

where can an economy guest pray on board the a/c?

A

AFT most RHS door area

61
Q

VJML contain root vegetables or animal by products?

A

does not, jain meal

62
Q

standard of offering the economy headsets on ULH/LH/MH/SH flights?

A

loaded by crew prior to guests boarding

guest load lower than 50% crew may distribute headets by hand using MT

63
Q

Types of seats in economy

A
  • economy standard
  • economy space (es exit row; es standard)
    -bulkhead seats
    -neigbour free seats
64
Q

what document do you use to check the bar opening procedure?

A

CSIM

65
Q

what document do you use to check the services to be conducted on the flight?

A

Z CARD

66
Q

what document do you use to check the cart set up?

A

Economy hospitality manyal?

67
Q

where do we found the sample food bag and form

A

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

68
Q

for how long are the casserols hot

A

max 2h

69
Q

red wine

A

petit rozier, south africa, pinotage 70% shiraz 20%e mourvedre 10%

70
Q

where can you find the spml tent cart?

what info do you write on the SPML tent card for the 3 priority SPML’s?

A

inside of the spml tray

the guest name, seat number, spml identification

71
Q

minimum age to join etihad guest program?
different tires

A

2y
bronze, silver, gold, platinum

72
Q

how are hot beverages offered on ush flights?

A

only by request

73
Q

people that can seat for free in bulkhead

A

mum with infants, families travelling together, medical cases and guests with physical, intellectual disability

74
Q

when and how will you offer the children activity packs?

A

let’s get acquainted, before take off, or max after take off

75
Q

can you heat hot meals on ground?

A

only in bombay, delhi e hyderabad

76
Q

max casserols inside black box

A

35

77
Q

prio special meals

A

diabetic, non lactose, gluten free

78
Q

for how long before should special meals be booked?2

A

24h, but if it is korsan meal: 72h

79
Q

what items you do not put in trash compactor

A

glass and liquids

80
Q

how much time do you have to start cocktail bar after take off?

A

10 min

81
Q

what do you offer to a guest during cocktail bar service?

A

savory snack, napkin, cold beverage

82
Q

can you brew tea, coffee on ground?

A

yes

83
Q

how manny meals trays can be served from 1 full meal cart?

A

48 trays

84
Q

for full meal, 35 fit in the hot meal box, how manny more do we need to load?

A

13 (48-35)

85
Q

2 premium things in top of cart

A

baileys, vsop

86
Q

what equipment can we use in the galley to minimize burn injuries?

A

oven gloves

87
Q

when do you distribute disembarkation cards?

A

after main meal service, pre landing

88
Q

what do we do to open liquids in TOD? Back up cart for wine

A

Back up cart for wine
smash sparkling wine, juice, soft drinks in the lav

89
Q

where is the serving tray?

A

saddle rack and holloware container

90
Q

during full meal service, a guest ask you for a coffee what do you do?

A
91
Q

CGK

A

Jakarta

92
Q

MNL

A

Manila

93
Q

LHE

A

Lahore

94
Q

LHR

A

London

95
Q

MAD

A

Madrid

96
Q

MAN

A

Manchester

97
Q

LIS

A

Lisbon

97
Q

AGP

A

MALAGA

98
Q

JMK

A

Mikonos

99
Q

PVG

A

Shangai

100
Q

PKX

A

Beijing

101
Q

lavatories refresh, cabin refresh and hydration rounds

A

every 30 min

fresh and clean+ blue gloves-> galley amenities
lav: v shape, items restocked

102
Q

full desinfection lavatories

A

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

103
Q

HEADSEATS, 50% or below, crew must distribute using the … ?

A

MT

distribute together with amenity kits when possible

104
Q

amenity kit contains…

A

eyeshades, ear plugs, 1 sanitizing wipe, 4 sanitising gel

105
Q

dental kits, how manny? which container

A

10 in economy galley amenities container, only offered on request

106
Q

gin fizz?

A

gin + soda water, lemon, stirrer+ ice

107
Q

whiskey highball

A

whiskey+ ice+ soda water+lemon

108
Q

dark and stormy

A

rum, ice, ginger ale, lemon, stirrer

109
Q

achool drinks only served on guests above…

A

18 years old

110
Q

premium hot drinks

A

hot chocolate, arabic coffee, cappuccino, chamomile tea, green tea, karak tea

111
Q

in which flights do we have special meal delivery form?

A

CDG (PARIS), LHR(LONDON), ZRH, USA, YYZ & INDIA

112
Q

In which document can we know if a guest item is loaded by catering?

A

z-card

113
Q

can galley operator stay in the galley during boarding?

A

no, assist the guests

114
Q

broken seal in a chiller container

A

put green seal, turn, inform SCCM

115
Q

Where is bar top?

A

ice buckets and bar work tops

116
Q

Difference between hot beverage and hot beverage backup?

A

tea pouch, lotus bag

117
Q

baby meal

A

heat 2min, napkins+ dessert pack

118
Q

guest unhappy, what to do?

A

LAST

119
Q

Return article to guest

A

1st para o objeto, 2nd cliente, 3rd frigorifico

120
Q

where is spare cabin appearance box?

A

OHSC in the aft RHS

121
Q

CPG works for what

A

Crew plating guidelines, mins and details, heating min,

122
Q

where are white and blue gloves?

A

galley amenity

123
Q

where can i find napkins?

A

baby amenities, saddle rack, hot beverage container, galley amenity container

124
Q

where is the oven gloves and white plastic linen

A

saddle rack and holloware

125
Q

where are large teabags and coffee pilows?

A

hot beverage container

Etihad (14 decks)

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