skills and knowledge overview

Information about skills and knowledge overview

Published on December 18, 2009

Author: TatiaV

Source: authorstream.com

Content

Unit 3Skills & Knowledge Overview : TG BL 2009/2010 Unit 3Skills & Knowledge Overview Slide 2: Skills – Assessed at BMI Greet passengers in a welcoming, polite and reassuring manner Check that the passenger has a boarding card for the flight on entry Direct passengers to the appropriate seats and reallocate seats when necessary or desirable Assist passengers with the stowage of baggage Assist in embarking and disembarking passengers with special needs Knowledge – Tested at College (Knowledge Test) The notional seating plan for a wide and narrow bodied aircraft. What information is usually contained on a boarding card (if it is issued) and know the circumstances when a passenger may legitimately not have a boarding card. What the regulations are relating to the fitting of child seats. What special in-flight assistance may be required or offered to passengers travelling with babies or children during a normal flight. What special assistance may be required for passengers with physical difficulties What are the procedures concerning escorting/chaperoning unaccompanied minors. 1 Unit 3 : Outcome 1 3.1 Embark, disembark, direct and escort air passengers Slide 3: Skills – Assessed at BMI  Respond quickly to passenger requests for information Provide accurate, and appropriate information to passengers   Knowledge – Tested at College (Knowledge Test)  Duty free allowances and duty paid goods sold on aircraft How time zones are applied across the world and how to calculate the time of arrival of an aircraft in the local time of the country Know what a visa is, the likely circumstances for its use and responsibility for obtaining it Know the likely content and reasons for issuing landing cards What products an airline might offer for sale in the course of a normal flight 2 Unit 3 : Outcome 2 3.2 Provide advice and information to air passengers Slide 4: Skills – Assessed at BMI  Prepare and serve drinks from a trolley Prepare and serve drinks from a tray Prepare and serve food from a trolley Prepare and serve food from a tray Collect passengers used meal trays and drinks containers using a cart/trolley Prepare and serve products from a trolley   Please note that you will be required to:  ensure that the tray is clean and ready for use work hygienically to when preparing, serving and collecting waste food use appropriate protective clothing e.g. gloves aprons operate the cart/trolley correctly using the brakes maintain the passengers goodwill provide accurate information about the food or products. 3 Unit 3 : Outcome 3 3.3 Provide a comprehensive cart/trolley or hand service to passengers Slide 5: Knowledge – Tested at College (Knowledge Test)  What the safety aspects are in relation to the handling of the cart/trolley What products are available from the cart/trolley on a particular type of service What to do if items are spilt on passengers when items are being served from trolley What the legal requirements relating to safe and hygienic working practices are when serving food from the catering service What the difference is between rotable and disposable equipment What the characteristics and correct prices are for products that are sold from the cart/trolley. What the basic selling techniques are What the procedure is for out of stock items requested by a passenger. How would you maintain adequate catering and bar stocks What happens at the end of a typical flight in relation to the completion of bar/sales paperwork What happens if stocks and sales do not tally 3 Unit 3 : Outcome 3 3.3 Provide a comprehensive cart/trolley or hand service to passengers Slide 6: Skills – Assessed at BMI  accurately calculate the price of a product in a local currency and inform the passenger enter the relevant information into the payment point accept appropriate currency and hand out the appropriate change for cash transactions. undertake the necessary security requirements for credit card transactions undertake the necessary security requirements for cheque transactions issue a receipt for the payment where necessary place the payment in the appropriate secure location reconcile total payments received on flight with remaining stock on board.   Please note that you will be required to:  Deal with customers in a polite and helpful manner Make sure that security measures are taken for the processing of the payments and storage Payments and stock are accurately reconciled 4 Unit 3 : Outcome 4 3.4 Deal with payments from passengers Slide 7: Knowledge – Tested at College (Knowledge Test)  What the exchange rate is on board for a particular currency and how to calculate to price of a product in the local currency when it is quoted in sterling. If the passenger handed you a $10 note what change would you give him and why? What the security measures are for accepting Credit Cards 4 Unit 3 : Outcome 4 3.4 Deal with payments from passengers Slide 8: Skills – Assessed at BMI  Perform pre-flight checks of systems and equipment Appropriately ‘dress’ passenger cabin and toilets prior to passengers boarding Monitor the equipment for effective functioning and make the appropriate action/adjustments Report equipment that is broken, damaged or malfunctioning  Please note that you will be required to:  Locate the equipment necessary to undertake the checks and monitoring. Use the appropriate forms for reporting broken, damaged or malfunctioning equipment. 5 Unit 3 : Outcome 5 3.5 Operate aircraft systems, cabin and environmental equipment Slide 9: Knowledge – Tested at College (Knowledge Test)  How aircraft are identified by country and individually The location and function of the Passenger Address System The location and function of the Intercom The location and function of the water systems and equipment The location and function of the entertainment equipment The location and function of the Heating and Air Conditioning Why it is important to do the pre-flight checks Why there is a requirement for Cabin Light Settings for night departures and arrivals The name of the documentation to record damaged, malfunctioning equipment 5 Unit 3 : Outcome 5 3.5 Operate aircraft systems, cabin and environmental equipment

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