Professional Documents
Culture Documents
Workbook
V E R S I O N 2 , J A N U A R Y 2 0 17
Contents
Pre-Course Workbook
Introduction 3
Pre-course Information 3
Our Guests 35
Our ‘Guest’ Philosophy 35
Understanding our Product and Service 39
Our Service Standards 41
Our Uniform and Grooming Standards 46
Stephen Kavanagh
Chief Executive Officer
Our strategy
Our vision for ‘Connecting Ireland
to the World’ is:
is to be recognised as a safe airline Exploit the opportunities
and the leading carrier, that arise from our network to develop
’Connecting sio
O er a value proposition
guided by the consumers' desire for low
rs cost air travel at competitive prices,
Ireland to
i
our v
the World’.
Di erentiate ourselves
from the competition through investment in
innovative products and engaged,high
performing people.
We will be the airline of choice
for guests on the routes we serve, Enable all of this
while delivering attractive returns for by commercial partnerships and
our shareholders. We will achieve technology leadership.
this through the expertise of our
Be proud of our heritage
engaged, enthusiastic and
ou
high-performing workforce. and willing to address barriers to the changes that
are required to remain competitive and relevant in
our chosen markets.
r v alu e s
Our values
Team Honesty
We rely on the collaborative e orts of our We keep our promises, are loyal and act ethically
high performing teams who, together, and in conformity with the law. We communicate
make Aer Lingus unique, successful and safe. truthfully and comprehensively.
Humanity Courage
We support and trust each other in an open and Change is constant and essential. We consider it
respectful manner. We actively seek feedback on Performance an opportunity and face it con dently and with
our performance and behaviour and engage in We foster a performance culture. We support our creativity. We are accountable and take ownership
constructive dialogue. employees to achieve their potential. We reward success. of our goals.
Our Vision
Our vision is to be recognised as a safe airline and the leading carrier, ‘Connecting Ireland to the
World’. We will be the airline of choice for guests on the routes we serve, while delivering attractive
returns for our shareholder. We will achieve this through the expertise of our engaged, enthusiastic
and high-performing workforce.
Differentiate ourselves
from the competition through investment in innovative products and
engaged, high performing people.
Our strategy
Our vision for ‘Connecting Ireland
to the World’ is:
is to be recognised as a safe airline Exploit the opportunities
and the leading carrier, that arise from our network to develop
’Connecting sio
O er a value proposition
guided by the consumers' desire for low
rs
Ireland to
i
our v
the World’.
Di erentiate ourselves
from the competition through investment in
innovative products and engaged,high
performing people.
We will be the airline of choice
for guests on the routes we serve, Enable all of this
while delivering attractive returns for by commercial partnerships and
our shareholders. We will achieve technology leadership.
this through the expertise of our
Be proud of our heritage
engaged, enthusiastic and
ou
high-performing workforce. and willing to address barriers to the changes that
are required to remain competitive and relevant in
r v alu e s
our chosen markets.
Our values
Team Honesty
We rely on the collaborative e orts of our We keep our promises, are loyal and act ethically
high performing teams who, together, and in conformity with the law. We communicate
make Aer Lingus unique, successful and safe. truthfully and comprehensively.
Humanity Courage
We support and trust each other in an open and Change is constant and essential. We consider it
respectful manner. We actively seek feedback on Performance an opportunity and face it con dently and with
our performance and behaviour and engage in We foster a performance culture. We support our creativity. We are accountable and take ownership
constructive dialogue. employees to achieve their potential. We reward success. of our goals.
• Honesty
12
Team INDIVIDUAL CONTRIBUTOR TEAM SUPERVISOR Performance INDIVIDUAL CONTRIBUTOR TEAM SUPERVISO
Tackles underperformanc
Involves Others Includes others Supports colleagues to
happens. Offers structured s
improve performance
underperforming colleagues,
Maintains contacts with others
Builds relationships with Recognises and celebrate
outside the team to build knowledge Celebrates success with others
others outside the team success of others
and best practice
6 10
constructive dialogue.
Is respectful of opinions and beliefs
Shows empathy and respect for others Shares opinions and beliefs Shares opinions and bel
of colleagues and customers
8 14
Aviation is fast paced and ever changing – it is vital that all team members
know what is happening within the organisation and beyond. Individual
responsibility is required to ensure when reporting for duty that you make
time to familiarise yourself with any updated or new information.
some of the basics of the airline. The overall • Airport Codes and
Explanations
aim here is to highlight how in many respects • Phonetic Alphabet
the airline business is very unique, but it is this • 24 hour Clock
uniqueness that makes it such an exciting and
diverse working environment.
SHORT HAUL
These narrow-body
A320
A320 aircraft are used solely
for short haul flying.
A321
A319
The cabin is a 3–3 seating
configuration with leather seating.
A321
A321
A321
A320
A330-200
LONG HAUL
Boeing 757
These aircraft are used for long haul
flying. They have two classes: Business
B757
Class and Economy Class, with fabric
seating in both classes. In Business
Class, we have all forward-facing
B757
seats in three different configurations.
In Economy Class, the seating
configuration is 3–3. We currently
have four 757’s in our fleet.
B757 A330-300
Operated by Operated by
St Connell
Regional EI-FAS ATR 72-600
For further information on the seats and cabin features of our fleet,
refer to aerlingus.com
• Click on Experience Aer Lingus
• Click on Seats and Cabin within the Onboard Features section
AC TI V IT Y 1
Refer to the above website and fill in the following:
Edmonton
Saskatoon
Calgary
Regina
Winnipeg
Vancouver Thunder Bay
Victoria
Miami
Key West
144 | | AERLINGUS.COM
Connect with
ease from any
of our European
destinations to our
Northern American
network via Dublin
or Shannon.
Inverness
Aberdeen
Glasgow
Edinburgh
Donegal Newcastle
Belfast
Leeds Bradford
Isle of Man Doncaster
Knock Hamburg
Manchester
Dublin
Shannon Amsterdam Berlin
Birmingham Warsaw
Kerry Cork London (Heathrow)
Cardiff Bristol London (Gatwick) Dusseldorf
Southampton Brussels
Exeter
St. John’s Newquay
Frankfurt Prague
Jersey Paris
Stuttgart
Munich Vienna
Rennes
Budapest
Zurich
Nantes
Geneva
Venice
Lyon Milan
(Malpensa) Verona
Bordeaux Milan
(Linate) Bologna Pula
Montpellier Nice
Toulouse Pisa Split
Santiago de Perpignan
Bilbao Marseille
Compostela Bourgas
Dubrovnik
Rome
Barcelona
Porto Naples
Madrid
Palma Corfu
Lisbon
Alicante Izmir
Athens
Murcia
Malaga Catania
Faro
London
Dublin Heathrow
Dublin London
Heathrow
Dubai
Bahrain
Abu Dhabi Muscat
Kuala Lumpur
Singapore
146 | | AERLINGUS.COM
A Alpha N November
B Bravo O Oscar
C Charlie P Papa
D Delta Q Quebec
E Echo R Romeo
F Foxtrot S Sierra
G Golf T Tango
H Hotel U Uniform
I India V Victor
J Juliet W Whiskey
K Kilo X X-ray
L Lima Y Yankee
M Mike Z Zulu
Common Language
English is the required language for communication by all crew
members on Aer Lingus flight operations. This includes pre flight
briefings and commands. All training and manuals will be in English.
For safety reasons, cabin crew members whose first language is not English must meet, as a
minimum, the English language requirements of ICAO Annex 1, Level 4, so that they can comfortably
fulfill the duties assigned to them. This proficiency is determined at the recruitment stage by the
Human Resources department and by Cabin Crew Instructors during the New Entrant Cabin Crew
training course. It is important that conversations and messages, which relate to aircraft operations,
are always in English, even when the cabin crew member’s native language is different.
What does their boarding pass state as their cabin baggage allowance?
Airport Terminology
The term used to refer to a passenger on Aer Lingus
Guest
from a service perspective
Double sector flight A flight with a stop-over before reaching its final destination
A guest who fails to show for the flight on which they are
No-show guest
booked/checked-in
The area past security screening – restricted to those with valid boarding
Airside
passes or personnel with a valid airside ID pass
The person responsible for liaising between ground personnel, flight crew
Ramp Agent/Redcap
and cabin crew, to co-ordinate the departure of a flight
Runway The long concrete strip used by aircraft for take-off and landing
Taxiway Connecting area between the apron (ramp) and the runway
A flashing red light on the aircraft fuselage which is switched on when the aircraft
Anti-collision beacon
is moving or about to move, to alert other vehicles and personnel
Articles, other than stores and spare parts, of removable nature including first-aid
Aircraft equipment
and survival equipment, for use on board and aircraft during flight
A flight which comprises more than the minimum number required for the operation
Augmented flight
of the aircraft and in which each flight crew member can leave his/her post and be
crew/relief crew
replaced by another appropriately qualified flight crew member
Banking Having one wing of an aircraft higher than another while making a turn
Charter flight A revenue flight, which is not operated on a regular, published schedule
Drag The force hindering forward motion of an aircraft, directly opposing thrust
Galley The kitchen area of an aircraft cabin. Each galley has a number (e.g. G7/G6A)
Master Minimum A list prepared by the manufacturer, which provided for the operation of aircraft,
Equipment List (MMEL) with particular equipment inoperative, as approved by the certification authorities
Nose wheel The part of the undercarriage directly underneath the nose of the aircraft
The name given to the open spaces where galley stores are loaded. Each OPE
OPE (Opening)
has a number so that catering supplies/stocks can be correctly loaded
A list prepared by the operator, which provides for the operation of aircraft,
Minimum Equipment List
subject to specified conditions, with particular equipment inoperative, in
(MEL)
conformity with, or more restrictive than the MMEL established for the aircraft type.
Access to the cockpit restricted, access only authorised for essential safety
Sterile cockpit
related information
Driving the aircraft from the apron/ramp to the runway before take-off or
Taxiing
from the runway to the apron/ramp after landing
ATA Actual time of arrival – the time the aircraft is ‘on chocks’
ATD Actual time of departure – the time the aircraft is ‘off chocks’
LT Local time
OPS Operations
FO First Officer/Co-pilot
INF Infant
Able-bodied person – those eligible to sit at an emergency exit row, fully mobile and
ABP
able to assist in emergency situations such as operating exit doors and evacuation
WCHS PRM more heavily impaired in mobility, but can move about with some assistance
DEST Destination
OPS Operations
U/S Unserviceable
Note:
While the above terminology and lingo is used on a daily basis among colleagues within the aviation industry/airline,
we must refrain using such terminology with our guests. Using terminology they do not understand makes matters
confusing for them and adds unnecessary hassle to their travel experience, so we favour the every-day word when
relaying airline operational information on to our guests except in the case of standard airline terminology which is
commonly used with the flying public.
Engine configuration
Engines are always numbered from left to right.
Trailing & Leading The flaps are used for takeoff and landing to increase lift,
Edge Flaps allowing the aircraft to fly at slower speeds.
With a positive rate of climb the landing gear is selected up. A little later
Initial Climb the flaps are selected up as the aircraft starts to accelerate to the higher
speed. A lower engine power [climb power] is selected at this time.
As the climb continues into the cruise, a further reduction in the engine
Climb and Cruise
power takes place until cruise power is achieved.
Family Harmony
Short Break These are guests who
Optimisation like hassle-free travel
with their kids – both
These guests have young and teens – often
limited time but want taking a one or two
to make the most of week break in the year. They value the
it. They typically travel ease of travel and the ability to sit together
for short breaks and as a family. In previous research studies,
will often consider other competitors, Aer Lingus has been described as ‘family
meaning there is an opportunity to friendly’, so the Aer Lingus Marketing team
retain and attract these guests by actively targets families to grow our share of
this segment.
promoting the benefits of
Aer Lingus to them.
“Price does not always dictate the
“I would consider the location airline choice, I would consider a
of the airport so it doesn’t eat slight premium to fly with Aer Lingus
into my holiday time.” for security and peace of mind.”
GUEST QUOTE GUEST QUOTE
2 u n d e r s ta n d i n g o u r c u s to m e r s
Website
Mobile App
Guest Care
1 2 3 4 5 6 7
Call Centre Self Service Podium Check-in/ Ticket Desk Carry-on Aer Lingus Boarding
Social Media Kiosks (Meet & Greet) Bag Drop Bag Check Lounge Gate
and Email
Moments of Truth
In 1986 Jan Carlzon,
the former president of
Scandinavian Airlines,
“I love when the check-in agent, despite being
wrote a book entitled very busy with a long, long queue of people in
‘Moments of Truth’. In front of them, makes the full effort to make me “The calming and courteous
it, Carlzon defines these “Great service for
moments of truth as:
feel important and like the first guest they’ve attitude of Aer Lingus staff
Any time a guest comes
me is when dealt with that day. Thanking me for waiting lessens the stress for us when
into contact with any a thoughtful when I’ve just come out of a long queue, using it comes to boarding our flight.
aspect of our business, staff member
however remote, is an
my name, asking about my day while they’re While they run the boarding
opportunity to form
sees me busy typing or tagging process with absolute precision,
an impression. He was looking slightly away – these are all making sure that everyone in coming through in
referring to those moments confused on where the touches that the correct zones, they never make you feel like
in which important brand
impressions are formed and
to go and approaches me to offer help make a mundane you’re getting in the way or being herded through.
where there is significant rather than me having to go to them… process into a Even if I’m one of the last to the gate, they always
opportunity for guests to This gesture confirms for me that staff special interaction welcome me with a smile and address me by name
experience good or bad
genuinely care about me having an with friendly and when wishing me a pleasant flight.”
emotions .
easy journey through the check-in area fantastic staff!”
We have identified the key
‘Moments of Truth’ in our
and don’t just see their role as purely
guest’s journey, from the directing people left or right.”
instant they step into the
airport, right through to
when they arrive at their
destination.
8 9 10 11 12 13 14 15
Welcome Boarding Inflight Bia/Meal Goodbye Meeting Flight Arrivals/
On Board Process Announcements Service Flight Connections Baggage
Tracing
At Boarding…
Aer Lingus flights depart from most gates across Terminal 2 as well as
Terminal 1, with the majority of our flights operating from the 400 gates.
Our boarding staff provide the following services for guests at the gates:
• Set-up gate in advance of boarding and be available for guest queries
• Make PA announcements to inform guests of their flight status
and other relevant information
• Seek out and invite forward guests who require special assistance
or extra time to board
• Board guests on the correct flight, while managing the
cabin baggage brought on board
• Meet in arriving flights, directing guests towards the Arrivals Hall or
Flight Connections and providing assistance for inbound guests.
At our Lounge…
Eligible AerClub members, those travelling Business Class along
with other guests who are eligible for lounge access, may avail of
the services at the Aer Lingus departure lounge before their flight
– a calm retreat from the hustle and bustle of the boarding area.
Our flagship lounge at Dublin Airport offers the following services: AerClub is the new loyalty programme
of Aer Lingus. Members can collect
• Reception desk where guests are greeted and registered reward points every time they fly
and also through a range of retail,
• Comfortable seating areas with a mixture of seating configurations
accommodation and leisure partners.
for guests travelling alone or as part of a group, for leisure or business Visit aerlingus.com/aerclub
• Complimentary Wi-Fi, computers and printing stations
• Bistro area with complimentary snacks and beverages
• Shower facilities
Business Class Guests (and eligible AerClub members)
can also avail of the 51st&Green lounge situated directly
after US Preclearance.
Inflight…
The Aer Lingus inflight experience takes place from the moment
our guests step on board the aircraft. The inflight experience varies
depending on what routes and what aircraft our guests are flying on.
We offer our guests the option of customising their inflight experience
by offering a range of optional add-on products and services.
Please refer to aerlingus.com and explore the following sections to
familiarise yourself with our on-board product and service offering.
Within the ‘Experience Aer Lingus’ section you can learn:
• The onboard features of our short-haul and long-haul fleets.
• The onboard dining experience for short-haul and long-haul flights.
• The benefits of our Business Class product and service offering
across the Atlantic.
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SCO
Service Standard A guide to Good
RE
SATISFACTION
JAN 2015
Each guest moves Open check-in no later than the published time and close no later than 45 minutes before
departure or 75 minutes before departure for transatlantic flights.
through the check-in Acknowledge and thank guests for waiting if they have been queueing during busy
or bag drop process periods. Look to set them at ease now that they’re on their way.
with speed and ease. The supervisor’s role in allocating agents to desks is to ensure the queue timing standards for each
of the check-in, bag drop, Business Class and Gold Circle queues are met at least 95% of the time.
To act as an incentive for self-service check-in options (web/mobile/kiosk), we aim to achieve a
Many guests without checked baggage quicker processing time at the bag drop desk. Similarly, a speedy check-in queue time is expected
by our high-value Gold Circle and Business Class guests.
check-in online or on their mobile phone.
The remaining guests use our check-in Acknowledge waiting or approaching guests with a suitable greeting and an offer to help.
area as the main assembly point. Here, the
Work as a team to ensure a co-ordinated and efficient flow of guests through the check-in area.
process for either check-in or bag drop
Guests should never be made to feel that they are getting in the way or slowing things down.
should be conducted as efficiently and
smoothly as possible. This is when we can Position cabin baggage gauge units to face check-in desks. Use these to verify size and weight
compliance of guests’ carry-on items. Tags to be applied to approved items.
make a strong first impression with superb
service and a friendly welcome. Key steps of the check-in or bag drop process:
– Always remember to greet the guest with a smile and a personal acknowledgement,
using their name once you have been handed their documents.
– Confirm final destination with the guest and number of bags to be checked.
– Verify all documentation and ask the security questions.
– Confirm size and weight of carry-on bags.
– Present the options available for payment of charges and fees (if applicable).
– Avoid periods of non-interaction with the guest.
– When returning documents, stand up and present boarding passes and bag tag receipts,
indicating both verbally and visually, the guest’s boarding time and gate information.
(Do not stick bag tag receipts to passport – they should be affixed to the appropriate
boarding passes.)
– Explain process for US pre-clearance, onwards flight connections, etc., where relevant.
– Provide directions to the security screening, boarding area and lounges, plus any
information on flight status.
– Finish the interaction with a genuine farewell, e.g. “I hope you have a great trip with
us today”.
Make final check-in call no later than five minutes before the check-in deadline THINKING
for each flight. How you make it Great INTO
Please remember that PRACTIC
E
When ‘Rolling Forward’ has been authorised by the Duty Manager, staff will work when you are signalling
as a team to identify eligible guests who can be offered travel on an earlier flight. Ì Remember to employ the ‘Make it Personal’
for the next guest in
Explain the reason for the free transfer to the earlier flight as this will manage guest service behaviours, see page 34.
the queue
expectations for future travel.
Ì Acknowledge and apologise to guests if they , Stand up, if seated and hold
When ‘Travel Light’ has been authorised for a flight, only cabin baggage within have been queueing during busy periods to help your hand up in the air,
the size and weight limits are eligible. Offer the guest the option of checking in diffuse any built-up stress. Look to set them at looking at the next guest
their bag free of charge and explain the reason behind the waived fee. Again, this ease now that they’re on their way. in line.
manages guest expectations for future travel. , Politely gesture with the
Ì Invite short but engaging conversations with
palm of your hand to call
In the case of over-bookings, where upgrading of suitable Economy guests to guests during the brief time you have with them
them forward. Do not
Business Class has been authorised, any offer of upgrades shall be made in a to ‘Make it Personal’ while maintaining speed
beckon them along.
discreet manner. Advise that meal choices may be restricted and explain the reason and efficiency.
behind the free upgrade to manage guest expectations for future travel. , Any verbal prompt should
Ì If seat selection is still available, ask guests what avoid beckoning phrases
In the case of a guest being denied boarding, demonstrate sensitivity. would be their seat preference and find out what such as “Next please!!”
would work best for families or groups.
Supervisors must be fully mobile to supervise the delivery of operational and service
standards effectively, as well as remaining visible and available to both guests and Ì Make each guest feel like they are the first person
colleagues. Supervisors should always avoid sitting behind a desk, unless this you have dealt with today, even if time is limited,
is completely unavoidable. we can leave a lasting positive impression.
Supervisors must ensure that the check-in area is in an acceptable state of Ì Pay special attention to children and seek
cleanliness and free from obstacles (trolleys, etc.). opportunities for interaction with them to build
the excitement for them at the start of their
journey through the airport.
“The staff really are what make the difference. Throughout
Ì Establishing yourself as the guest’s ally when it
my entire flight experience, every staff member was friendly,
comes to more difficult interactions such as excess
courteous and extremely helpful. It was nice to not feel baggage, overbookings, missed flights, etc. is
intimidated when having to check in my bags, for a change!” crucial to avoid any negative service perception.
1 3
40 O N B OA R D SERVICE S TA N DA R D S F CUSTO
EO M
IC
VO
ER
77%
SCO
Service Standard A guide to Good
RE
SATISFACTION
JAN 2015
Short haul
Every guest receives Presence of crew throughout the cabin is important as our guests step on board.
Being at your correct boarding positions will ensure each guest is greeted by many How you
a warm welcome on board friendly, smiling crew.
make it Great
from their crew. We can set the tone for a relaxing cabin ambiance by playing the boarding music.
Being ready to meet our guests in full uniform and being impeccably groomed Remember to employ the
is a sure way to create a striking effect for guests admiring the professional and ‘Make it Personal’ service
First impressions count – and we only
polished appearance of their cabin crew. behaviours, see page 34.
get to make one! It’s important for each
We need to be present and available to guests, ensuring that they are the focus Watch out for
of our guests to experience a great first
of our attention, avoiding other distractions or carrying activities that should be kept AerClub members on
impression when they step on board our boarding passes to identify
behind-the-scenes.
aircraft. They will be met by friendly and valued guests.
enthusiastic crew, who clearly demonstrate Acknowledge waiting or approaching guests with a suitable greeting and an
offer to help. Leave a positive and long
that their attention is on every person lasting impression on all
coming on board. Greet as many guests as possible by name when checking their boarding pass. our guests.
Short haul
Every guest to reach their Help guests find their way to their seats. Watch for the subtle
signals that indicate a guest may need help finding their seat. How you
seat and stow their carry- Offer assistance.
make it Great
on bags, quickly and Acknowledge waiting or approaching guests with a suitable greeting and
an offer to help.
easily. Work as a team to ensure a co-ordinated and efficient boarding process.
Ì Remember to employ the
‘Make it Personal’ service
behaviours, see page 34.
Where you notice a bag with a pink under-seat tag is being placed
The whole process of boarding has the Ì Vary your greeting for
overhead, kindly advise the guest that this piece needs to go under the
potential to be a pinch-point, causing seat in front of them to maximise overhead stowage space for larger bags. approaching guests, always
stress for our guests if not conducted with a friendly smile.
Actively assist guests to find space to stow their bags, making best use of
properly. This is where Aer Lingus crew all stowage space on board. Only when all stowage spaces are full should Ì From your boarding position,
must carefully manage the process. Our we start to remove baggage from the cabin. seek opportunities to make
aim is to ensure that everything flows eye contact and engage
Close down overhead lockers in rows one to seven prior to boarding to in conversation with your
smoothly in the limited time available prevent this space being used by guests not seated in these premium rows.
guests, particularly when
– from the moment the first guest steps on Remain vigilant and intervene courteously where this happens to ensure
there is a lull in boarding.
the overhead space is reserved for guests actually seated in these rows.
board to getting every guest seated, with
carry-on bags stowed, Overhead lockers should be closed quietly. Gestures and movements
ready for departure. should convey a calm impression rather than rushed or flustered.
1 3
guests face-to-face.
P E R S O N A L
Personal Empathise Represent Strong start, One team Never just Anticipate Loyalty to
service. with the Aer Lingus strong finish ethic, work ‘process’ a opportunities both the
Never forget guest always together guest and problems guest and
the guest as a unit our brand
Be courteous Treat people Be immaculately Leave each Support and Connect with Welcome Communicate
as you would groomed and and every guest rely on each your guests feedback and to each guest
Say hello with expect to wear your with a strong other to deliver and talk to thank the guest that Aer Lingus
a warm smile be treated, uniform first and last consistently them directly for sharing their values them,
with trust, with pride impression of great service and clearly experience, with particular
Make eye recognition to deliver great Aer Lingus positive or emphasis on our
contact and Avoid Embrace active negative frequent flyers
and respect guest care
use the guest’s unprofessional listening
for their Know your guests’
name (surname Communicate in conversations Recognise the
emotions, needs, anticipate
for adults, a professional in view or Give each guest importance of
abilities and them wherever
first name and friendly hearing your full and your individual
cultures. Please possible and
for children) never give manner of guests undivided role in delivering
respond
attention to them great service
the impression
Maintain a Display
that you are promptly
friendly tone positive body Never chastise Be self aware,
sceptical of
of voice language and or argue with Be visible and control your own
their motives keen to help, and
good posture a guest emotions and
Thank the always focussed conduct yourself
guest and Do not be on finding the with utmost
say goodbye distracted by solution for
professionalism
at the end other issues the guest
and enthusiasm
or colleagues
Take ownership
Display good Do not slip into
and do not pass
manners, say bad habits or
the guest from
“please” and become robotic
person to person
“thank you”,
in how you
and “you’re Seize every
conduct your
welcome” opportunity to
work or dealing
create loyal guests
with guests
2 u n d e r s ta n d i n g o u r c u s to m e r s
service skills the smile on your face. But, without your enthusiasm, passion much about us and our feelings – usually
and pride for serving our guests with our unique promise of far more than we realise. And just as you
great service, we have no business.
can quickly assess a guest’s frame of mind,
In one study, guests were asked why they stopped doing
so they can tell whether you are paying
business with a company. 43% listed “negative experience
attention to their concerns.
When you work with guests with a staff person” as the main reason for taking their
business elsewhere, and 30% said they moved on because
day-to-day, your learning curve they were made to feel they were not a valued guest.
Bear the following aspects of body language in mind:
you will constantly find new ways downright miserable. They can show up in a lousy
you are talking to them. Never avoid eye contact as it
makes you appear uninterested and remember to share
to stay passionate about delivering mood. They can be self-centred and unreasonable. They
can be nasty and abusive. Look at this as an opportunity
eye contact if there are several people present.
great service. This is what makes to give them something, even if it’s as trivial as a smile
• Facial expressions. Think about what your facial
expression might be giving away. Is it appropriate
your career all the more fulfilling, that will boost their mood, a compliment that will
inflate their ego, or a helpful hint that will alleviate their
to the message you are conveying verbally?
while also delivering a brilliant guest frustration. In the end, doing so will have a tremendous
• Hand gestures. Using appropriate hand gestures to
place emphasis can be very powerful, but too many
experience for those who fly with us. upside. The guests will leave feeling positive about you
and your company and will be far more likely to do
hand movements can distract from the point you are
trying to make.
business with you again. And you’ll find that you too • Posture and body movement. Your posture conveys
are left feeling better about yourself and your company. meaning. Are you rooted to the spot, engaged in
You know you gave of yourself. You know you went conversation with all your attention focused on the
above and beyond and did your best to serve. That is guest? Or are you relaxed and moving easily as
the best reward of all.” you go about your duties. As with hand gestures,
too much body movement during a conversation
the guest rules , lee cockerell
can be distracting.
reassures guests that they will Now that you are in uniform, we want you to
feel that same pride – both in your day-to-day
receive the highest quality of duties and your appearance.
• No visible piercings (besides single earring piercing for females) are permitted.
• Only one pair of matching gold/silver studs, colourless stones or single
white pearl earrings may be worn, not exceeding 10mm in diameter.
• No tattoos.
• Corrective glasses must be business-like and conservative in style, with clear lenses.
Other • Maximum of two conservative and discreet rings (one on each hand) may be worn.
Requirements This includes a wedding ring.
• A watch must be worn in uniform, conservative in style. Strap may be metal
(gold, silver, black or combination) or leather (black or brown). Must have a
seconds hand for second digits.
• One bracelet, silver or gold and link style with no adornments, bangles
or charms may be worn on the opposite wrist to your watch.
AC TI V IT Y 4
Refer to the above website and fill in the 7 service features available to families:
AC TI V IT Y 5
a) Refer to the above website and fill in the 4 primary benefits for
Business guests flying with Aer Lingus:
AC TI V IT Y 6
Refer to the above and give a 1 line description of each of
these booking options:
a) Pricelock
b) Fare Deposit:
c) Upgrade Yourself
AC TI V IT Y 7
Refer to the above website and fill out the 4 options for Transatlantic
Economy in-flight dining available to our guests:
AC TI V IT Y 8
Refer to the above website and please indicate the following:
AC TI V IT Y 9
A C T I V I T Y 10
Outline the facilities for those travelling with children and infants on-board.
A C T I V I T Y 11
What guests are eligible to use the Aer Lingus lounges?
A C T I V I T Y 12
What are the carry-on baggage allowances for Aer Lingus guests?
A C T I V I T Y 13
What are the 4 options for purchasing checked baggage on short-haul flights?
A C T I V I T Y 14
If an Aer Lingus guest requires special assistance, how do they go
about arranging this?
A C T I V I T Y 15
If a guest wants to submit a complaint to Aer Lingus Guest Relations,
how do they do so?
A C T I V I T Y 16
If a guest wants to make changes to their booking, how do they do so?
A C T I V I T Y 17
On the basis that we identify aircraft registrations by the last 2 letters of the
registration in the phonetic alphabet, fill out the phonetic alphabet identifiers for
the following aircraft:
EI-DEA
EI-EDY
EI-DUO
EI-FAS
EI-CPH
EI-JFK
A C T I V I T Y 18
Convert the following times to/from the 24-hour clock:
9.45am
3.20pm
12 midday
5.30pm
11.10am
0740
1910
0000
0215