SERVICE Flashcards by Ana Filipa Vilas Boas

What is etihad brand tagline?

Choose well

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what do we want our guests to feel?

Warm and Welcome

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What are the 4 brand values?

Personal, Thorough, Creative and Caring

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

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

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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

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5 points in CBC

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

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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

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

We need a manual luggage tag from the briefing officer

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

CBO

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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

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Does AUH airport have complimentary babies trollers available?

yes

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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

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

2, after take-off and prior TOD

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

Hospitality Roles and responsabilities manual in cabin crew sharepoint

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

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

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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

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Baby meals options

Vegetables / Fruits (dessert) sweet

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TRUE OR FALSE

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

False, everyone responsability

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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

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what do we offer on short flights to children?

3-8y: activity books and crayons

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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

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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

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RED ROB sticker what that means?

remain on board, we put a green seal

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where do you find napkins?

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

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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

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