Airport Lounges Portfolio

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:

2/17

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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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.:

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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



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Individual Majilis Private Lounge Room



Restaurant Seating





Buffet Display





Restaurant a la carte option



VIP Snack Service Soft Beverages





Alcoholic Beverages





Bar area

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

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 

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



 

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











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



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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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

Portfolio Title: Portfolio Ref. No.:

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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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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

Portfolio Title: Portfolio Ref. No.:

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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

Portfolio Title: Portfolio Ref. No.:

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Version No.:

V1.0

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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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