Airport Lounges Portfolio

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.

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

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



1. 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 Terminal 2

Al Dhabi Lounge

Al Reem Lounge

Al Dar VIP Lounge

Al Dar Bateen VIP

Lounge

Al Ghazal Lounge

Seating Capacity 158 96

Majilis I: 16 Majilis II: 11 Majilis III: 13 Majilis IV: 22

26

Area by sqm 1,120 418 421

Provision of facility, maintenance, food and beverage and staff

Terminal 1 Terminal 3

Etihad Lounge First Class

Etihad Lounge Business Class

Etihad Lounge First Class

Etihad Lounge Business Class

Seating Capacity 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.



The facilities and services provided by each lounge is listed below:

Al Dhabi Al Reem Al Dar Al Dar Bateen Al Ghazal

Resting areas

Individual Majilis

Private Lounge Room

Restaurant Seating

Buffet Display

Restaurant a la carte option

VIP Snack Service

Soft Beverages

Alcoholic Beverages

Bar area

Restrooms

Restrooms (with wheel chair access)

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

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



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 Terminal 2 Al Bateen Executive

Airport

Al Dhabi Lounge

Al Reem Lounge

Snoozing Lounge

Airport Hotel

Business Class Etihad

Lounge

Al Dar VIP Lounge

Al Ghazal Lounge

Al Dar Bateen 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


Terminal 1

Etihad First Class Lounge Business Class Lounge

Kitchen No. 2 Located at Etihad First Class Lounge in Terminal 1




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 Terminal 3

Main Stores Al Dhabi Kitchen Store First Class Etihad Lounge Store

Business Class Etihad Lounge Store

Dry Food Frozen Food

Dry Store Chiller Store

Freezer Store TS 5 Store (for utensils)

Defrost Chiller Store

For dry and frozen items:

Freezers, Chillers, Dry 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



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



3. Organizational Structure

4. Roles and Responsibilities

Lounges Service Operations

Hospitality Services Manager:

Duty Manager

Monitor and control the Hospitality day to day Operation

Head of Hospitality

Hospitality Services Manager

F&B Operations

Client Liaison Manager (3)

Special Services Officer

(14)

Duty Manager (3)

Head Waiter (3)

Guest Relation Officer

(21)

Assistant Head Waiter

(5)

Captain (15)

Bar Tender (15)

Waiter (150)

Executive Chef

Sous-Chef (2)

Coordinator (1)

Chief Steward (1)

Senior Shift Leader (1)

Shift Leader (9)

Commi I (13)

Commi II (7)

Commi III (5)

Shift Leader Stewarding

(3)

Steward (38)



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



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



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



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

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



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

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

N/A

6. Functional Process Ownership

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



Cleanliness monitoring and inspection

Lost & Found

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



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



Food Operations:

Policies:

o Food Operations Policy

SOPs:

o Food Operations SOP

Reports

Forms

Work Breakdown Instructions:

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

9. 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

Actioned by

(Name, Title, Department) Action Date

Change Effective

Date

V1.0 First version published

V2.0



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.

Airport Lounges Portfolio

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