Service Flashcards by yamen deeb

What are the Etihad brand Values

thorough
Caring
Creative
Personal

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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 ?

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

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

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

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

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

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

yes we have orange color

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

Hospitality manuals , roles and responsibilities page 12

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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.?

Aft Bar Operate , cabin operate , cabin appearance

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What are the 6 hospitality touchpoints?

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

1 after take off
1.before landing

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Whats inside Yc baby amenities?

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

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Whats inside Yc Saddle Rack Holloware ?

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

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Whats inside Galley Amenities?

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

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

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

true

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

Fales

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

true

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

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

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What baby amenities do we have on board to offer ?

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

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

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

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

do security checks and inform cm and catering officer

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

CPG

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

True

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how would you serve the BBML?

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

Hat and makeup for girls

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

Inform cm, ground staff

Who is responsible for cleaning the tray tables?

cleansers

What are the standard items found in the seat pockets?

safety card , air sickness' bag

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

in cabin appearances item box aft. overheard stowage

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

Fales

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

Z CARD

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

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

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?

spray the fresh and clean spray every 30 minutes

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

False

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

True

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

In galley amenities, pre boarding

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

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

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

prior To TOD (top of decent)

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

flights into UK, in Cabin Station Information (csim)

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

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

How will you distribute the 4 copies of c209?

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

How many c209 required to be completed per cabin ?

1per cabin

How wine made?

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

What are tannins?

naturally occurring compound found in seeds

What is oxidation?

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

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

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

Information about (White) wine in economy ?

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

Information about White (Red) wine economy ?

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

How is beer produced ?

Growing and fermentation starches malted barley + malted wheat

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

tiger ( Singapore) Heinekens' ( Netherlands)

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

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

True or false , beer is served with ice ?

false

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

false

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

true

What are the four spirits we serve in economy?

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

Abv stand for?

alcohol by volume

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

2 , exercising discretion

A bloody mary cocktail without alcohol called?

virgin mary

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

poured over ice

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?

False

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

false

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

18 years and above

what are the 4 components of a cocktail?

Base, mixer , flavoring agent , garnish

What will you do during hospitality touchpoint ,hayyakoum, ?

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

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

secure cabin , secure overhead baggages

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

offer children activity packs

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

Interduce your self Offer children activity packs

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

hospitality manual , roles and responsibility

Who's the designer of the Etihad uniform ?

etore bilotta

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

true

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

true

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

False

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

true

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

True

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

shirt , waistcoat, trouser

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

72 hour

What are the nail color and style that are acceptable ?

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

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

true

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

false

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

false

NLML are for gusts who suffer from?

Intolerance to milk and milk products or allergic to them

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

false

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

true

the 3 priority SMPLs Are?

GFML, DBML, NLML

our brand tag?

choose well

5 go to points in cbc ?

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

Airport stand-by responsibilities?

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

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

manually baggage sticker around security or CBO

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

CBO

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

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

Where you find e hospitality roles and responsibilities?

Cabin crew SharePoint

How many team briefing in economy?

1 after take off 1 before landing

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

during the briefing assigned by Cm

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

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

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

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

What items for Dis Infecting the lavatory?

baco ban , blue gloves , wipes

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

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

Subcategories for FWD AFT service ?

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

Name 3 cocktails without Stirrers and ice?

mimosa , shandy . Spritzer

PA all guests on board , what you will do?

close overheads stowage Give Children activity packs

Whats inside amenity kit ?

ear plugs , eye shade , sanitizers, wipes

What are the ages for offering children activity packs ?

0_2 / 3_8/ 9_13

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

Remain On Board , Not Offloaded

Where are large teabags and coffe pillow's?

hot beverages containers

Service Flashcards

(103 cards)