Concierge Services Workflow - User Manual

Concierge Services
1. 2. 3. 4. Lounge Access Excess Baggage Commercial Upgrade Meet and Assist (to be introduced soon)

Page 1 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

I. Background
Concierge Services comprise some value added services to be provided by a dedicated unit to passengers classified as VIPs, CIPs, CEO and Qatar Airways guests, journalists, and others who may require these services. The value added services included in the scope of Concierge unit are: (i) Premium Terminal and (Gold & Silver) Lounge Access; (ii) Excess Baggage Waivers; (iii) Commercial Upgrades; (iv) Meet and Assist Services (to be launched soon); (v) Special Services Surprise and Delight elements (to be launched soon). Concierge Services will eventually be launched at all the airports. However, initially the service will be available at some selected stations such as London, Doha and Dubai due to a large number of VIP handling in these locations. The Concierge Services will generally be based on the authority levels defined in the existing Delegation of Authority as well as approved policies and procedures of Commercial and Ground Services. The process to initiate and approve requests for lounge access, excess baggage and commercial upgrades has been automated in the form of Concierge Services Workflow System. The other services such as Meet & Assist and Surprise & Delight will be introduced shortly and will be incorporated in the Workflow System accordingly. Each service is explained through actual screen shots followed by the relevant authorization levels and process flow. The following sections of the User Manual discuss how the user can start using the system, provide login and password details, create a service request, view/check the submitted requests, view the activity log and print reports.

II. Getting started

1. Head Office (Doha) users and all Outstation offices that have Site-to-Site VPN connectivity can launch the QR workflow application from the following URL : http://qrworkflow.qatarairways.com.qa 2. Outstation users who do not have Site-to-Site VPN connectivity, can access the QR Workflow application through SSL gateway. a. Please Login to the following Website first https://myapps.qatarairways.com.qa and provide the user name and password as specified below:

Page 2 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

User Name: Staff No Password: Same as Email Password

3. After successful login in, you will see the following screen. Please click the QR Workflow link.

4. This will take you to the QR Workflow - Login page (refer below screenshot). PLEASE NOTE: For any queries or problems while accessing the SSL Website or QR Workflow Login page; please contact: IT Help Desk. Email: itsd@qatarairways.com.qa Phone: +974 4496440

Page 3 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

Login Screen

5.

Using the Login Screen a. Enter your Employee ID/Code in the User ID field and your System password in the Password field. b. Default Domain is set as QR, Type your domain name in the Domain field if you belong to a different network domain. c. Click on Logon button.

6. A My To-Dos screen will appear which lists all the workflow tasks pending for you / Tasks awaiting your action. The screen is given below.

III. My To-Dos Screen

Page 4 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

7. My To-Dos page is the User landing page from where you may also browse for the Requests Raised by Me, Requests Actioned by Me, Delegation, Reports and an advanced Search functionality. a. My To-Dos lists all the pending requests awaiting your action till date. b. Create Requests option lists all the available workflows in your department. You may choose one of the workflows to raise a new request. c. Show Requests gives you two options, Actioned by Me and Raised by Me. Raised by Me tab under Show Requests lists all the requests raised by you (for e.g.: Commercial departments, Lounge Access Workflow). Actioned by Me lists all the requests which have been Approved/Returned/Rejected by you. d. Reports tab takes you to the page where you could search, display and generate reports of all the requests. e. Delegation helps you to delegate your tasks to another user. f. Using the advanced Search functionality in the page, you may search and locate specific task based on Workflow Type/ Request ID/Request Keyword/Requisition Status/Date range etc.

IV. Create Requests

8. Go to Create Request > click on the Workflow Name which you need to raise the request (Lounge Access, Commercial Upgrade & Excess baggage eg: Excess Baggage WaiverO/S for Outstations & Excess Baggage Waiver-HQ for Head Quarters users).

Page 5 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

A.

LOUNGE ACCESS: The screen for lounge access request is given below:

a. b. c. d.

Fill up appropriate details in the request form, attach necessary documents. Add the passenger information (By adding one-by-one to list). Fill up all mandatory fields (mandatory fields are marked *required against each field). Click on Submit. You get a success page with the Request ID of your request.

For Outstations:
Lounge Access Main Terminal [Silver/ Gold] Premium Terminal Media / Photography DSM Initiates Initiates Initiates Country Manager Approves Proposes (or) Initiates Proposes (or) Initiates Proposes Proposes Approves Proposes Approves SVP/VP Regional EVP Commercial CEO Office

Page 6 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

For Head Office:
Lounge Access Secretary (Commercial) / HO Admin / Sales team member Mgr. Corporate Sales / Mgr. Sales Development (HO)/ VP Sales (HO) Approves Proposes (or) Initiates Proposes (or) Initiates VP (HO) Sales EVP Commercial CEO Office

Main Terminal [Silver/ Gold] Premium Terminal Media Photography /

Initiates Initiates Initiates

Proposes Proposes

Approves Proposes Approves

Process Flow Diagram :

Step 1
DSM/SM Raise MT / PT request *Approver only in case of Main Terminal Request

Step 2
Approve/ Proposes

Country Manager (CM)

Step 3
Proposes PT PT

VP/ SVP Regional

Step 4
EVP Commercial Approve/ Proposes PT

Final Approver

Step 5
Approve/ Authorize CEO

*Approves only when the request is for Media / Photography

Page 7 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

B.

EXCESS BAGGAGE: The excess baggage request screen is given below:

PLEASE NOTE Excess Baggage waivers will be requested for each Passenger separately

Fill up all mandatory fields (mandatory fields are marked *required against each field).
For Outstations:
Excess Baggage Up to 15 Kg Up to 30 Kg Up to 50 Kg > 50 kg QR Admin Initiates Initiates Initiates Initiates DSM/SM Approves Proposes (or) Initiates Propose (or) Initiates Proposes (or) Initiates Approves Proposes (or) Initiates Proposes (or) Initiates Approves Proposes Approves Country Manager SVP/ Regional VP EVP Commercial

Page 8 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

For Head Office:
Excess Baggage Secretary (Commercial) / HO Admin / Sales team member Initiates Initiates Initiates Mgr. Corporate Sales / Mgr. Sales Development (HO) Approves Proposes (or) Initiates Proposes (or) Initiates Approves Proposes Approves VP Sales (HO) EVP Commercial

Up to 40 Kg Up to 50 Kg > 50 kg

Process Flow Diagram :

Step 1
Raise Excess Baggage Waiver

QR Admin

Step 2
Approve/ Proposes Excess Baggage DSM/SM

Excess Baggage up to 15 kg

Step 3
Approve/ Proposes Excess Baggage

Country Manager (CM)

Excess Baggage up to 30 kg

Step 4
VP/ SVP Regional Approve/ Authorize Excess Baggage

Excess Baggage up to 50 kg

Step 5
Authorize Excess Baggage

EVP Commercial

Excess Baggage exceeding 50 kg

Page 9 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

C.

COMMERCIAL UPGRADE: The request screen is given below:

PLEASE NOTE Cabin upgrades are permitted to only one-class upgrade. PLEASE NOTE Commercial Upgrades will be requested for each Passenger separately.

Page 10 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

a. Following are the types of Cabin upgrades: 1. Y to J class 2. Y to F class *applicable for two-class aircrafts 3. J to F class [Y- Economy class; J- Business class; F- First class] b. Name of the requesting station will get populated based on the logged in users privilege to initiate a workflow request (will show the list of stations to which the user is assigned to create /raise the request). If you have multiple stations, select the appropriate station from the list. c. Select proper Category of passenger & Type of Upgrade in the Request Info. d. Enter all passenger details in the Passenger Info section. e. Once you enter the Flight details, click on Add Details to add flight upgrade info. You can add multiple Flight upgrade details, using the add details button. f. You may also attach files if required. Request can be submitted by clicking on Submit button. g. All upgrades require Approval by Station Head (Country Managers). h. For the authority levels and approval process for each Cabin upgrade type, below are the Rules:
For Outstations:
Cabin Upgrades Y to C class C to F class Y to F class* (Sub load basis) Y to C class (Firm basis) C to F class Y to F class* (Firm basis) QR Admin Initiates DSM Country Manager Approves Proposes (or) Initiates Proposes (or) Initiates Approves Proposes Approves SVP/ Regional VP EVP Commercial

Proposes (or) Initiates Proposes (or) Initiates Proposes (or) Initiates

Initiates

Initiates

For Head Office:

Cabin Upgrades Secretary (Commercial) / HO Admin / Sales team member Mgr. Corporate Sales / Mgr. Sales Development(HO)/ VP Sales (HO) Approves (or) Initiates Proposes (or) Initiates Proposes (or) Initiates Approves Proposes Approves VP (HO) Sales EVP Commercial

Y to C class C to F class Y to F class* (Sub load basis) Y to C class (Firm basis) C to F class Y to F class* (Firm basis)

Initiates

Initiates Initiates

Page 11 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

Process Flow Diagram :

Step 1
Raise Cabin Upgrade request

QR Admin

Step 2
Approve/ Proposes Cabin Upgrade DSM

Step 3
Approve/ Proposes Cabin Upgrade

Country Manager (CM)

Sub-load basis & Y-C; C-F; Y-F* cases

Step 4
Approve/ Proposes Cabin Upgrade

VP/ SVP Regional

Firm basis & Y-C case

Step 5
Authorize Cabin Upgrade

EVP Commercial

Firm basis & C-F; Y-F* cases

V. Show Requests (Viewing the Submitted request)

a. Go to Show Requests > Raised by Me

This would list all requests which you have raised till date.

Page 12 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

Approval Process
In the request listing page, user has 3 options, View/Action, Activity Log and Print

a. View/Action would take you to the Request Action Page:

b. Depending on your Role, Approval level and Previous action on the request, you have various options like Approve, Recommend, Return, Reject, Terminate etc. c. You may view the attachments of the request, Guidelines, which provides you with the policy/instructions for the workflow. d. User can also view the details of the request at Click here to view Request Details. e. Approvers can then action on the request by Clicking on Approve/Return/Reject. A pop up box comes where you may enter the Remarks. Remarks are mandatory for Return and Reject Actions.

Page 13 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

Activity log page

Click on Activity log would take the user to view activity log page where you can see the workflow approval plan and the actions performed till date.

Print Page
Click on the Print button would take the user to the respective print report page from where you may print the request details for a specific request.

Page 14 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

VI.

Concierge Screen
Go to Concierge > this would take you to Concierge Service Delivery screen given below. a. This screen lists all the (Pending, Delivered and Not Delivered) workflows (Lounge Access, Commercial Upgrade & Excess baggage) which are to be actioned by the concierge team.

b. The Edit button helps you update / assign tasks. It has options like Assigned to; Service Status (Delivered / Not Delivered); Reason; Additional Comments. Using these options, the user will be able to update each request.

Page 15 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

c. Once the task has been Assigned and the service status has been set to Delivered / Not Delivered, the updated request will hence move from the Pending service status to Delivered / Not Delivered service status.

Page 16 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

d. You can view the updated request by going to Delivered / Not Delivered service status page.

VII.

Reports

PLEASE NOTE Reports page access is based on User privileges. This is provided by IT. Go to Reports menu and select the required Report you wish to view. This would take you to one of the reports as below.

The report can be Exported to an Excel sheet, which can be opened or saved to the local disk. Note that if you are using Office 2007, the workflow application will indicate that the file you are opening is in xls format and will ask if you want to open/save the file. Click on Yes to open or save the file to your disk.

Page 17 of 18
Revision: 0 Date: 30 March 2011

Concierge Services Workflow - User Manual

VIII. Delegation
a. You can delegate/assign the tasks pending for your action to another user.

b. You may delegate actions on requests for all the workflows, for specific workflows or new workflows only. c. Validity period for the delegation needs to be specified. d. Note: Delegation is only available for Approvers. Request action cannot be delegated to other users.

Page 18 of 18
Revision: 0 Date: 30 March 2011