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Business class - Chapter 1

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1. THE BASICS OF BUSINESS CLASSSERVICE OM CRD & COD JUNE of 2012 2. OUTLINE OF SERVICE OBJECTIVE OF THE CHAPTER For learning this chapter, you will be able to…
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  • 1. THE BASICS OF BUSINESS CLASSSERVICE OM CRD & COD JUNE of 2012
  • 2. OUTLINE OF SERVICE OBJECTIVE OF THE CHAPTER For learning this chapter, you will be able to understand… understand The features of our customers and services. The features of in flight facilities food and beverage in-flight facilities, service, and other services.
  • 3. THE BASIC OF BUSINESS CLASS SERVICECONSISTS OF1.1 Outline of service2. Serving Tool3. Before Passenger Boarding B f P B di4. During Passenger Boarding5. 1st meal service6. During Passenger rest7. 2nd meal service
  • 4. CHAPTER 1. OUTLINE OF SERVICEUNDERSTANDING OF CUSTOMERS Who are our customers? -Male passengers in their 40s or 50s who travel for business -Executives of major and minor enterprises -High ranked government employees, professionals -Families traveling together, young people
  • 5. CHAPTER 1. OUTLINE OF SERVICEUNDERSTANDING OF CUSTOMERS Airfares for principle sectionsAbout 2.5 times of Economy Class airfare Section Average Business class (MNT) ULN-PEK 1.200.000MNT ULN-HKG 2.500.000MNT ULN-SEL 1.700.000MNT ULN-TYO 2.500.000MNT ULN-SVO 2.000.000MNT ULN-BER 3.500.000MNT
  • 6. CHAPTER 1. OUTLINE OF SERVICEUNDERSTANDING OF CUSTOMERS Customer expectation Spacious, comfortable seats Fewer people in the class Better service quality
  • 7. CHAPTER 1. OUTLINE OF SERVICEDISTINCTIVE FEATURES OF SERVICE Before boarding (1) When booking a seat /Ticketing Special Meal Order service Receive 125% of economy class mileage (detailed rules may be applied according to booking class) (2)When checking in Exclusive Business Class check-in counters Additional baggage allowance All routes : 30 kg
  • 8. CHAPTER 1. OUTLINE OF SERVICEDISTINCTIVE FEATURES OF SERVICE Before boarding (3) Exclusive business class lounge Meal service, Beverage Service Reading Materials, Materials Other business facilities(Internet, fax, phone etc…) (4) During boarding Boarding Priority
  • 9. CHAPTER 1. OUTLINE OFIN FLIGHTIN-FLIGHT FACILITIES SERVICEWider seats to enhance Class divider and curtainsCustomer’s pleasant and pcomfortable trip
  • 10. CHAPTER 1. OUTLINE OFFOOD & BEVERAGE SERVICE In flight Meal : Western Style semi-course In-flight semi course type which is harmonized with Mongolian style
  • 11. CHAPTER 1. OUTLINE OF SERVICEBEVERAGE g Beverage White wine, Red wine Champagne, Liqueur- Balleys Brandy & Whisky Juice J i Soft drinks Mineral water
  • 12. CHAPTER 1. OUTLINE OF SERVICEFLIGHT ATTENDANTS IN CHARGE What are the requirements for Cabin Crew working in Business class? Refined Image Making Ability Acknowledging service manual accurately High English language proficiency (Level 4 or upper level) Having professional knowledge of food and beverageg
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