Airport Lounges Portfolio Abu Dhabi Hospitality Company
Department:
Abu Dhabi Hospitality Company
Portfolio Owner:
Head of Hospitality
Portfolio Ref. No.:
POR/ADHC/03/AL/01
Implementation Date:
DD/MM/YYYY
Approved By:
VP Commercial
Approval Date:
DD/MM/YYYY
Version No.:
V1.0
Version Date:
29/11/2012
Approver’s Signature: (for non-electronic copies) Information Classification
Official Use
2
This classification refers to information that is to be used internally by the ADACs personnel only
A Department Portfolio describes what the department does and how on a generic level. Template Title:
Department Portfolio Template
Template Ref. No.:
TEM/05/POR
Version No.:
V2.0
Version Date:
14/02/2012
All information contained in this document is proprietary to Abu Dhabi Airports Company (ADAC) and shall not be duplicated in any manner or released in part or full to any unauthorized persons. However, the contents of this document are not confidential and shall be accessible to all ADAC employees and its subsidiaries.
Portfolio Title:
Airport Lounges Portfolio
Portfolio Ref. No.:
POR/ADHC/03/AL/01
Version No.:
V1.0
Version Date:
29/11/2012
Page:
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Table of Contents
1.
Title ................................................................................................................................ 3
2.
Departmental Function .................................................................................................. 3
3.
Organizational Structure ................................................................................................ 8
4.
Roles and Responsibilities ............................................................................................ 8
5.
Global Processes Ownership ...................................................................................... 13
6.
Functional Process Ownership .................................................................................... 13
7.
Systems and Tools ...................................................................................................... 14
8.
Governance ................................................................................................................. 14
9.
Filing and Distribution .................................................................................................. 16
10.
Change Log ................................................................................................................. 16
Portfolio Title: Portfolio Ref. No.:
1.
Airport Lounges Portfolio POR/ADHC/03/AL/01
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Version Date:
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Title
Airport Lounges Portfolio
2.
Departmental Function
Airport Lounges Abu Dhabi Hospitality Company (ADHC) manages hospitality services in Abu Dhabi International Airport and Al Bateen Executive Airport at the following lounges: Terminal 1
Al Dhabi Lounge
Seating Capacity
Area by sqm
Terminal 2
Al Reem Lounge
Al Dar VIP Lounge
158
96
Majilis I: 16 Majilis II: 11 Majilis III: 13 Majilis IV: 22
1,120
418
421
Al Dar Bateen VIP Lounge
Al Ghazal Lounge
26
Provision of facility, maintenance, food and beverage and staff
Terminal 1
Seating Capacity
Terminal 3
Etihad Lounge First Class
Etihad Lounge Business Class
Etihad Lounge First Class
Etihad Lounge Business Class
72
85
80
178
Provision of food and beverage and service team
The airport lounges are dedicated lounges for first and business class airline guests, participating partners and frequent flyer members.
Portfolio Title: Portfolio Ref. No.:
Airport Lounges Portfolio POR/ADHC/03/AL/01
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The facilities and services provided by each lounge is listed below:
Resting areas
Al Dhabi
Al Reem
Al Dar
Al Dar Bateen
Al Ghazal
Individual Majilis Private Lounge Room
Restaurant Seating
Buffet Display
Restaurant a la carte option
VIP Snack Service Soft Beverages
Alcoholic Beverages
Bar area
Restrooms with showers Individual Shower Rooms (with wheel chair access)
Baby changing facilities
TV displays (shared screens)
TV displays (private screen)
Reading material (newspapers, magazines)
Business Center
Wi-Fi connectivity
Laptop for guest use
Power supply
International adaptors
Children play area
Smoking area
Passenger with reduced mobility accessibility
Operational Shifts
Restrooms Restrooms (with wheel chair access)
The Hospitality Department is operating 24/7 following 3 daily shifts: Shift A: 00:00 to 08:00 Shift B: 08:00 to 16:00 Shift C: 16:00 to 00:00
Portfolio Title: Portfolio Ref. No.:
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Airport Lounges Portfolio POR/ADHC/03/AL/01
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For Special Services Officers: 08:00 to 20:00 20:00 to 08:00

Hospitality Management may modify the shift hours to meet operational requirements.
Food Operations Facilities Kitchen Facilities:
Terminal 1
Al Dhabi Lounge
Al Reem Lounge
Terminal 2
Snoozing Lounge Airport Hotel
Business Class Etihad Lounge
Al Dar VIP Lounge
Al Ghazal Lounge
Main Kitchen No.1 Located at Al Dhabi Lounge Provision of facilities, equipment, maintenance and Food Operations staff
Other Services GHQ Office Police Office (3 times daily)
Banqueting Requests
Main Kitchen No.1 Located at Al Dhabi Lounge Provision of facilities, equipment, maintenance and Food Operations staff
Terminal 1
Etihad First Class Lounge
Business Class Lounge
Kitchen No. 2 Located at Etihad First Class Lounge in Terminal 1 Provision of facilities, equipment, maintenance and Food Operations staff
Al Bateen Executive Airport
Al Dar Bateen Lounge
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Terminal 3
Etihad First Class Lounge Kitchen No. 3 (located at Etihad First Class Lounge in Terminal 3)
Terminal 3
Etihad Business Class Lounge Kitchen No. 4 (located at Etihad Business Class Lounge in Terminal 3)
Storages:
Skycity Warehouse
Terminal 1
Main Stores
Al Dhabi Kitchen Store
Dry Food Frozen Food
Dry Store Chiller Store Freezer Store TS 5 Store (for utensils) Defrost Chiller Store
Terminal 3 First Class Etihad Lounge Store
For dry and frozen items: Freezers, Chillers, Dry store
Business Class Etihad Lounge Store
For dry and frozen items: Freezers, Chillers, Dry store
Delivery/Receiving Areas:
All Food items are delivered to Al Dhabi Lounge in Terminal 1, then distributed to each kitchen as per the food order placed.
Delivery Routes:
Receiving Airside to Gate 19 or 21 Terminal 1 – Elevator – Back side of Al Dhabi Kitchen
Entrance 1 Terminal 1 – T1 Security – Al Dar Lounge Hall – Elevator to Airside Level – Elevator to First floor – Back side of Al Dhabi Kitchen
Receiving Airside Terminal 3 – Elevator to Ground Floor – Elevator to Etihad Kitchen First Floor
Al Dhabi Kitchen - Elevator to Airside Level – Corridor – Elevator for Ground Floor - Al Dar Lounge Hall – Corridor T1-T3 – T3 Security – Elevator to First Floor to Etihad Kitchen
Delivery Mode:
Usage of hot cabinets and closed trolleys
Portfolio Title: Portfolio Ref. No.:
Airport Lounges Portfolio POR/ADHC/03/AL/01
Version No.:
V1.0
Version Date:
29/11/2012
Kitchen Operational Shifts: 
The Hospitality kitchen department is operating 24/7 following 3 daily shifts:
Shift A: 00:00 to 08:00 Shift B: 08:00 to 16:00 Shift C: 16:00 to 00:00
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Portfolio Title: Portfolio Ref. No.:
3.
Airport Lounges Portfolio POR/ADHC/03/AL/01
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Organizational Structure
Head of Hospitality
Hospitality Services Manager
Duty Manager (3)
Guest Relation Officer (21)
F&B Operations
Executive Chef
Client Liaison Manager (3)
Head Waiter (3)
Coordinator (1)
Special Services Officer (14)
Assistant Head Waiter (5)
Captain (15)
Chief Steward (1)
Sous-Chef (2)
Shift Leader Stewarding (3)
Senior Shift Leader (1)
Steward (38)
Shift Leader (9)
Bar Tender (15)
Commi I (13)
Waiter (150)
Commi II (7) Commi III (5)
4.
Roles and Responsibilities
Lounges Service Operations Hospitality Services Manager: Duty Manager
Monitor and control the Hospitality day to day Operation
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Follow & Implement SOP’s as directed by Hospitality Management
Conduct staff briefing ensuring understanding
Spot checks in shift cash floats
Reports on maintenance / staff performance / PMP
Customer Service – guests complaints or special requests
One to one staff coaching and counseling
Finalize operation rosters according to guest movement or events
Liaises with relevant departments as and when appropriate (internal & external)
Raise purchase requests
Head Waiters/Assistant Head Waiters
Receive handover from Duty Managers
Conduct briefing to the team during shift handovers or where appropriate
Ensure stocks are sufficient & raise store requests
Manage Captains / Waiters / Bartenders and allocate as per lounge requirement
Spot check in lounges
Daily attendance
Monitor staff performance / grooming – provide feedback
End of shift report & hand over
Captain
Manage a small team of waiters / allocate waiter work area
Monitor waiter / bartender performance
Monitor lounge area
Ensure mise-en-plus is well stocked
Assist waiters for service where required
Waiter
Receive handover from previous shift
Ensure allocated work area is well stocked with condiments
Serve the guests as per Silver Service standard
Clearance and refilling the buffet
Assistance to team members
Bartender
Responsible for the allocated bar area / cleanliness, stock
Ensure drinks prepared in a timely manner – as per SOP
Service to the guests
Assistance to Team Members
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Airport Lounges Portfolio POR/ADHC/03/AL/01
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Guest Relation Officer
Accept guests into the lounges according to their eligibility and SOP. Airline invitation / Cash / Credit card / Participating Partners
Ensure that all guest data is entered in the ERP system / issue receipts
Liaise with other lounges where appropriate for capacity management
End of shift report / drop money in the safe
Special Services Officer
Receive and confirm bookings for the Al Dar VIP Lounge / Manage the space effectively
Assist departing or arriving guests though the airport as per the set SOP
Complete airport formalities on behalf of the guest, check-in, immigration, customs
Take payments where applicable and enter data in ERP / issue receipts
Liaise with stake holders (Ministry of Foreign Affairs / CID / Police / Armed Forces)
End of shift report / drop money in the safe
Food Operations Executive Chef
In charge of all lounges and food operations of ADAC at Abu Dhabi Airport
Responsible for Etihad lounges T1 and T3 (kitchen operations)
Oversee and supervise all food operations (service/kitchen/banqueting) at Abu Dhabi airport
Coordinate with ADAC HR for recruitment of kitchen and stewarding staff
Measure efficiency in service performance by regular monitoring revenue against food cost
Coordinate with finance to assure food cost control and set margins
Prepare yearly business plans and yearly budgets
Staff planning, allocation, following business budgets and requirements
Ensure kitchen efficiency following ADAC and ADFCA set standards
Assure impeccable (personal) hygiene standards as well as fire and safety standards
Create, prepare, innovate trendy/healthy/fresh menus
Conduct food presentations for ADAC management
Prepare menus and conduct food presentations/tastings for Etihad senior management.
Conduct spot checks in kitchens/lounges
Lead and supervise the stewarding department
Teach, train and motivate kitchen/stewarding staff
Staff performance ( I-care) / PMP
weekly checking of operation rosters according to guest movements
Liaise with all hospitality departments (duty managers, banqueting, etc)
Coordinate with procurement department
Attend frequent senior management meetings
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Sous-chef
Handling the day to day operation
Report on daily base to the Executive chef
Ensure kitchen efficiency following ADAC and ADFCA set standards
Assure impeccable (personal) hygiene standards as well as fire and safety standards
Supervise the stewarding department
Create new recipe’s and conduct food presentations
Teach, train and motivate kitchen staff
Conduct spot checks in lounges and kitchens to collect feedback and report
Reports on maintenance / staff performance ( I-care) / PMP
One to one staff coaching
Check and prepare operation rosters according to guest movements per location
Liaises with relevant departments as and when appropriate (duty managers, banqueting, etc)
Raise purchase requests
Follows and instruct staff the importance of Hygiene standards
Coordinator
Coordinate all kitchen office work
Processes documents, filling, correspondence, reporting
Assure proper food inter transfers (completes and collect)
Answer all incoming phone calls
Placing orders (internal/external)
Responsible for kitchen store T1, assure stock levels and FIFO (dry store/chiller/freezer)
Coordinate with procurement department
Prepares all ERP, CRQ and manual PR documents
Responsible for staff HR requirements (leave forms, salary requests, medical claims, etc)
Coordinate and file kitchen staff trainings
Register, update and forward to HR daily attendance checked and signed off by Exe. chef
Verify delivery notes against invoices in coordination with accounts
Receive and dispatching kitchen laundry
(Senior) Shift Leader
Kitchen floor in charge in absence of Sous-Chef
Conduct briefing to kitchen team during shift handovers or where appropriate
Ensure operations are running smooth
Manage / instruct / assist Commi I / II and III and allocate as per kitchen requirement
Spot check in all kitchens and lounges
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Airport Lounges Portfolio POR/ADHC/03/AL/01
Version No.:
V1.0
Version Date:
29/11/2012
Checking daily attendance
Monitor staff performance / grooming – provide feedback to sous-chefs
End of shift report & hand over
Follows and instruct all kitchen staff hygiene standards
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Commi I
Assist the (Sr.) Shift leader
Manage a small part of the kitchen area
Monitor commi II and III performance
Monitor food operation in his/her department
Ensure mise-en-plus is well stocked for his/her and next shift
Assist cooks in all departments when required for a smooth operation
Follows hygiene standards
Commi II / III
Receive handover from previous shift
Receiving high loads and or assist
Ensure all incoming goods are treated and stocked as required
Does all required kitchen jobs as instructed
Follows hygiene standards
Assist other team members
Chief Steward
Handling day to day Hygiene department
Reporting on daily base to the Executive chef
Responsible for all Hygiene aspects for all kitchen and connected areas
Preparing staff schedules per location
Supervise/train/teach and motivate his department
Conducts visits to all locations on daily base
Ensure efficient usage of chemicals
Assure supply and availability in all locations of the right chemicals/equipments
Conduct variety of trainings to promote health and safety and control/spoilage for environmental aspects
Establish yearly training plans in coordination with Executive chef to achieve set goals
Ensure and coordinate stewarding staff in assisting cooks for all incoming goods (for kitchen)
Shift Leader Stewarding
Assist the Chief steward for a daily smooth operation
Portfolio Title: Portfolio Ref. No.:
Airport Lounges Portfolio POR/ADHC/03/AL/01
Version No.:
V1.0
Version Date:
29/11/2012
Report on daily base to the Chief steward
Responsible for all Hygiene aspects for all kitchen and connected areas
Assist in training, teach and motivate stewarding department
Conducts visits to all locations on daily base
Ensure efficient usage of chemicals
Coordinate supplies and availability in all locations (chemicals/equipments)
Assist preparing staff schedules per location
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Steward
Responsible for hygiene in assigned location
Assist/follow up set daily work responsibilities
Assist new team members in stewarding department
Ensure efficient usage of chemicals (awareness)
Receive in location cleaning supplies and communicate with shift leader required availability in his locations (chemicals/equipments)
Assist cooks with receiving of kitchen goods (food/non-food)
Responsible to fill up breakage/wastage lists, chiller temperatures, etc
5.
Global Processes Ownership
6.
Functional Process Ownership
N/A
Airport Lounges Operations Guest Relations:
Guest greeting
Lounges Check-in o
Verification of eligibility
o
Payment by Airline
o
Payment by participating partners
o
Payment by Guest
Lounge orientation
Guest enquiries o
Business Center
o
Wi-Fi
o
Issuance laptops, headphones
Lounge Check-out
Order and upkeep reading material
Portfolio Title: Portfolio Ref. No.:
Airport Lounges Portfolio POR/ADHC/03/AL/01
Version No.:
Cleanliness monitoring and inspection
Lost & Found
V1.0
Version Date:
29/11/2012
Food & Beverages Services:
Beverage service
Buffet orientation
Buffet replenishment
Bar replenishment
Table set-up and clearance
Mise-en place
Lounge standards upkeeping
Food Operations
Food Stock Control
Ordering of food/store items
Receiving of food items from suppliers
Store and disinfect of fresh food items before storing.
Defrosting
Cleaning of food items prior cooking
Cutting of food items
Cooking of food items
Serving of food items
Stewarding
Food Preservation
7.
Systems and Tools
ERP
Credit card payment machine (POS and manual imprint machine)
Oracle system, manual PR, CRQ
8.
Governance
Committees
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Portfolio Title:
Airport Lounges Portfolio
Portfolio Ref. No.:
POR/ADHC/03/AL/01
Version No.:
V1.0
Version Date:
29/11/2012
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N/A Meetings Management Meetings:
Commercial Meeting weekly
Hospitality Team Meeting bi-weekly
Duty Manager Daily Briefings
Staff Meetings/Briefings:
Team Briefing meetings at the start of each shift
Reporting
Supervisor Handover Report at the end of each shift
Lounge Report at the end of each shift (for each lounge), consolidated and submitted daily
Al Dar Lounge Report submitted at the end of each 12 hours period
Incident Report
Customer Feedback Survey Monthly Report
Sales Report received from Finance (daily, weekly or monthly)
Budgeting forecast (yearly)
Business Documentation and Records Control Airport Lounges:
Work Breakdown Instructions: o
Hospitality Services Manager
o
Duty Manager
o
Head Waiter
o
Asst. Head Waiter
o
Captain
o
Waiter
o
Bartender
o
Guest Relations Officer
o
Special Services Officer
Portfolio Title:
Airport Lounges Portfolio
Portfolio Ref. No.:
POR/ADHC/03/AL/01
Version No.:
V1.0
Version Date:
29/11/2012
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Food Operations:
Policies: o
Food Operations Policy
SOPs: o
Food Operations SOP
Reports
Forms
Work Breakdown Instructions:
9.
o
Executive Chef
o
Sous Chefs
o
Coordinator
o
(Sr.) Shift leader
o
Commi I
o
Commi II/III
o
Chief Steward
o
Shift leader steward
o
Steward
Filing and Distribution
This Portfolio is available at:
Reception areas in all Airport Lounges
Hospitality Services Office
Executive Chef office and Sous-chef office
10. Change Log
Version No.
Document Creation, Review, Approval and Change Tracking
V1.0
First version published
V2.0
Actioned by (Name, Title, Department)
Action Date
Change Effective Date
Portfolio Title: Portfolio Ref. No.:
Airport Lounges Portfolio POR/ADHC/03/AL/01
Version No.:
V1.0
Version Date:
29/11/2012
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N.B. This document is UNCONTROLLED unless signed by an authorized person in the appropriate section of this document or viewed in Workflo! on ADACNet.