THE BASICS OF BUSINESS CLASS SERVICE SERVICE

OM CRD & CODJUNE of 2012

OUTLINE OF SERVICEOUTLINE OF SERVICE

OBJECTIVE OF THE CHAPTEROBJECTIVE OF THE CHAPTERFor learning this chapter, you will be able to understandunderstand…

The features of our customers and services.The features of in-flight facilities food and beverageThe features of in flight facilities, food and beverage service, and other services.

THE BASIC OF BUSINESS CLASS SERVICE CONSISTS OF

1 Outline of service1. Outline of service 2. Serving Tool

B f P B di3. Before Passenger Boarding4. During Passenger Boarding5. 1st meal service6. During Passenger rest6. During Passenger rest7. 2nd meal service

UNDERSTANDING OF CUSTOMERSCHAPTER 1. OUTLINE OF SERVICE

UNDERSTANDING OF CUSTOMERS

Who are our customers?Who are our customers? -Male passengers in their 40s or 50s who travel for businesstravel for business-Executives of major and minor enterprises-High ranked government employees, professionals-Families traveling together, young people

UNDERSTANDING OF CUSTOMERSCHAPTER 1. OUTLINE OF SERVICE

UNDERSTANDING OF CUSTOMERS

Airfares for principle sectionsAirfares for principle sections

About 2.5 times of Economy Class airfare Section Average Business class (MNT)

ULN-PEK 1.200.000MNTULN-HKG 2.500.000MNTULN-SEL 1.700.000MNTULN-TYO 2.500.000MNTULN-SVO 2.000.000MNTULN-BER 3.500.000MNT

UNDERSTANDING OF CUSTOMERSCHAPTER 1. OUTLINE OF SERVICE

UNDERSTANDING OF CUSTOMERS

Customer expectation

Spacious, comfortable seats

Customer expectation

Fewer people in the classBetter service quality

DISTINCTIVE FEATURES OF SERVICECHAPTER 1. OUTLINE OF SERVICE

DISTINCTIVE FEATURES OF SERVICE

Before boarding

(1) When booking a seat /TicketingSpecial Meal Order serviceSpecial Meal Order serviceReceive 125% of economy class mileage(detailed rules may be applied according to booking

class)class)

(2)When checking inExclusive Business Class check-in countersAdditional baggage allowanceAll routes : 30 kgAll routes : 30 kg

DISTINCTIVE FEATURES OF SERVICECHAPTER 1. OUTLINE OF SERVICE

DISTINCTIVE FEATURES OF SERVICE

Before boardingBefore boarding

(3) Exclusive business class lounge(3) Exclusive business class loungeMeal service, Beverage ServiceReading MaterialsReading Materials, Other business facilities(Internet, fax, phone etc…)

(4) During boarding

Boarding PriorityBoarding Priority

IN-FLIGHT FACILITIESCHAPTER 1. OUTLINE OF SERVICEIN FLIGHT FACILITIES

Wider seats to enhance Class divider and curtains

Customer’s pleasant and comfortable tripp

FOOD & BEVERAGECHAPTER 1. OUTLINE OF SERVICEFOOD & BEVERAGE

In-flight Meal : Western Style semi-courseIn flight Meal : Western Style semi course type which is harmonized with

Mongolian styleMongolian style

BEVERAGECHAPTER 1. OUTLINE OF SERVICE

BEVERAGE

BeveragegWhite wine, Red wineChampagne,Liqueur- BalleysBrandy & WhiskyJ iJuiceSoft drinksMineral waterMineral water

FLIGHT ATTENDANTS IN CHARGECHAPTER 1. OUTLINE OF SERVICE

FLIGHT ATTENDANTS IN CHARGE

What are the requirements for Cabin CrewWhat are the requirements for Cabin Crew working in Business class?

Refined Image Making AbilityRefined Image Making Ability Acknowledging service manual accuratelyHigh English language proficiency (Level

4 or upper level)Having professional knowledge of food

and beverageg