Premium Service (CGKKPGA, Ver 1.0)

• Site conducted

  Select

• Unit

• Station/hub

• Duty Shift

• Conducted on

  Date

• Prepared by

• 

Sections Completed

• Check list handling

• A - Briefing Check List

  YES

  NO

• B - Duty Check List

  YES

  NO

• C - VIP/CIP Handling Check List

  YES

  NO

• Quality assurance

• D - PSA (People and Process)

  YES

  NO

• E - Drop Zone First Class (Premises)

  YES

  NO

• F - Sky Priority SCP 1-2 (Premises)

  Select YES NO

  • YES
  • NO

• G - Arrival Lounge (Premises)

  Select YES NO

  • YES
  • NO

• H - Meeting

  Select YES NO

  • YES
  • NO

Section A - Briefing Check List Has it been done in accordance to the list below?

Briefing Preparation

• Check Particular Book (VIP/CIP Update, Special Handling Request, Irregularities Handling)

  Yes

  No

  N/A

• Update information from Email, Whatsapp, etc

  Yes

  No

  N/A

• Check for Flight Booking Position (more attention to First Class and Business Class)

  Yes

  No

  N/A

• Check update information from PIN, HIN and RIN

  Yes

  No

  N/A

Briefing (Max. 30 minutes)

• Opening pray

  Yes

  No

  N/A

• Morning Greetings

  Yes

  No

  N/A

• Update for today's handling (based on particular and email)

  Yes

  No

  N/A

• Update new regulations (PIN, HIN, RIN)

  Yes

  No

  N/A

• Daily Handling Evaluation

  Yes

  No

  N/A

• Total staff and performance report

  Yes

  No

  N/A

• Working equipment support (Hotline, HT, desk phone, system, etc)

  Yes

  No

  N/A

• Sharing season

  Yes

  No

  N/A

• Question and answer

  Yes

  No

  N/A

• Closing pray and Garuda's greeting

  Yes

  No

  N/A

Section B - Duty Check List Has it been done in accordance to the list below?

• Check particular book

  Yes

  No

  N/A

• Update and do a coordination with unit concern for update information (Email, Whatsapp, etc)

  Yes

  No

  N/A

• Invoice verification <br>Limo, lounge, staff, fast track, etc

  Yes

  No

  N/A

• Input Update data on particular book

  Yes

  No

  N/A

• Check BOS report for updating First Class check list and VIP/CIP

  Yes

  No

  N/A

• Please indicate all flight files that have been checked, indicating any abnormalities (include flt#, date, reg and route):

Section C - VIP/CIP Handling Check List Has it been done in accordance to the list below?

Reservations Check

• Check VIP/CIP Reservation

  Yes

  No

  N/A

• Check Flight detail information <br>- Aircraft Registration <br>- Booking Position<br>- VIP/CIP on board

  Yes

  No

  N/A

Assign Passengers Service Assistant (PSA)

• Plotting PSA for assiting VIP/CIP<br>

  Yes

  No

  N/A

Reserve VIP Room at GA LOUNGE

• Confirm VIP Room at GA LOUNGE to Lounge MoD (Manager on Duty )

  Yes

  No

  N/A

• Check TV conditions

  Yes

  No

  N/A

• Trash Bin conditions

  Yes

  No

  N/A

• Furniture conditions <br>- clean and tidy

  Yes

  No

  N/A

• Scent of the VIP Room

  Yes

  No

  N/A

• Reading Material<br>- update and tidy

  Yes

  No

  N/A

• Lamp and plant conditions

  Yes

  No

  N/A

Make a coordination with Contact Person

• Arrival time at airport

  Yes

  No

  N/A

• Total group

  Yes

  No

  N/A

• Seat arrangement

  Yes

  No

  N/A

• Car detail<br>- type of car<br>- colors <br>- police no

  Yes

  No

  N/A

• Driver detail<br>- name<br>- phone no

  Yes

  No

  N/A

• Special Request

  Yes

  No

  N/A

• Boarding preference (late or early boarding)

  Yes

  No

  N/A

Coordination with CGKKIGA (Pre Flight)

• Boarding gate preparation

  Yes

  No

  N/A

Coordination with Premium Check In Spv

• Print out boarding pass<br>(The latest update)

  Yes

  No

  N/A

• Prepare baggage tag

  Yes

  No

  N/A

• Baggage photographs

  Yes

  No

  N/A

Coordination with CGKKOGA (Operation)

• Schedule update (on time or delay)

  Yes

  No

  N/A

• Seat/cabin serviceability

  Yes

  No

  N/A

• Aircraft Parking Stand

  Yes

  No

  N/A

• Update info to ramp and crew

  Yes

  No

  N/A

• Special request (meal, boarding preference, etc)

  Yes

  No

  N/A

• ULD no and Loading Positions (for VIP/CIP baggage)

  Yes

  No

  N/A

Coordination with CGKKAGA (Aviation Security)

• Update total baggage and tag no

  Yes

  No

  N/A

• Assisting baggage from check in counter to aircraft (vv)

  Yes

  No

  N/A

• Set up car parking stand for pick up service

  Yes

  No

  N/A

Coordination with third party

• Noted to CIQ and Aviation Security (AP2)

  Yes

  No

  N/A

Coordination with CGKBOS (Back Office Staff)

• Pre Information to outstation by sending an email<br>- seat occupied <br>- VIP/CIP Group<br>- Baggage tag<br>- Baggage photograph<br>- ULD No<br>- Loading position<br>- Special request <br>- others information

  Yes

  No

  N/A

Section - D Passengers Service Assistance (People and Process)

People Is the employee meets 100% of the standard performance ?

Appearance

• Hair style

  Yes

  No

  N/A

• Make up

  Yes

  No

  N/A

• Uniform

  Yes

  No

  N/A

• Body care (hand and body scent)

  Yes

  No

  N/A

• Using standard name tag and Sky Team Pin

  Yes

  No

  N/A

• Ideal Body weight (Height - 110)<br>Height:<br>

  Yes

  No

  N/A

Knowledge and skill

• Technical and product knowledge

  Yes

  No

  N/A

• Communication in English

  Yes

  No

  N/A

Process Is the process being run 100% according to standard ?

Greeting - opening

• Use GA's greeting

  Yes

  No

  N/A

• Smile and eyes contact

  Yes

  No

  N/A

• Greeting (Good morning, afternoon, evening, etc)

  Yes

  No

  N/A

Assist (how to interact with customers)

• Asking for ticket and Garuda Miles

  Yes

  No

  N/A

• Profiling pax and documents

  Yes

  No

  N/A

• Welcoming First Class, business Class and Platinum Members to premium check in and inviting to sit at Premium check in

  Yes

  No

  N/A

• Asking for seat preference and other request

  Yes

  No

  N/A

• Accepting or giving the flight documents to pax with both hand

  Yes

  No

  N/A

• Saying pax name while communicating

  Yes

  No

  N/A

• Pointed something politely (using open hand)

  Yes

  No

  N/A

• Ask permission while leaving or coming back to passengers

  Yes

  No

  N/A

• Do confirmation to pax about flight information (flight no, seat no, boarding time, gate, lounge, etc)

  Yes

  No

  N/A

• Accompanied passengers to fast track and lounge (departure)

  Yes

  No

  N/A

Closing

• Thank to pax by using their name

  Yes

  No

  N/A

• On stand up position while greeting to pax

  Yes

  No

  N/A

• GA's greeting

  Yes

  No

  N/A

• Smile and eyes contact

  Yes

  No

  N/A

Overall attitude and gestures

• Responsive

  Yes

  No

  N/A

• Friendly and polite (expressions, communication and body language)

  Yes

  No

  N/A

Section E - Drop Zone First Class (Premises) Do the following premises is 100% clean, tidy and functional ?

Working area

• Garuda Indonesia Signage

  Yes

  No

  N/A

• Garuda Indonesia First Class Signage

  Yes

  No

  N/A

• Counter desk

  Yes

  No

  N/A

• Counter floor

  Yes

  No

  N/A

• Counter lamp

  Yes

  No

  N/A

Section F - Sky Priority SCP 1-2 (Premises) Do the following premises is 100% clean, tidy and functional ?

Working area

• SkyPriority Signage

  Yes

  No

  N/A

• Red Carpet

  Yes

  No

  N/A

• Staff chair

  Yes

  No

  N/A

Section G - Arrival Lounge (Premises) Do the following premises is 100% clean, tidy and functional ?

Lounge Area and Facilities

• Internet facility

  Yes

  No

  N/A

• Gardening and Florist

  Yes

  No

  N/A

• Reading Material

  Yes

  No

  N/A

• Lighting

  Yes

  No

  N/A

• Air Conditioner

  Yes

  No

  N/A

• Sofa

  Yes

  No

  N/A

• Desk

  Yes

  No

  N/A

• Reception desk

  Yes

  No

  N/A

• FIDS

  Yes

  No

  N/A

• Watch

  Yes

  No

  N/A

• Trash bin

  Yes

  No

  N/A

Food crockery

• Drinking equipment

  Yes

  No

  N/A

• Eating equipment

  Yes

  No

  N/A

Toilet Facilities

• Toilet equipment (soap, tissue, towel)

  Yes

  No

  N/A

• Air freshener

  Yes

  No

  N/A

• Trash bin

  Yes

  No

  N/A

• Shower

  Yes

  No

  N/A

Section H - Meeting

• Location of meeting:

• Select date

  Date

• Attendees; Name, Company & Position:

• Agenda or Reason for Meeting:

• Items Discussed:

• Follow Up / Action Points (include responsible person and date action required):

Airport Station Checklist Complete

• Add signature

  Sign