Eurowings Training (Subject) / Test 1 (Lesson)

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• Strong wind from the back/front Tailwind/Nosewind
• Aircraft road at airport to move between runway and parking position Taxiway
• Book for technical problems in cockpit Technical Log Book (TLB)
• For a meal service, can have different sizes Tray
• Universal time coordinated UTC
• United Nations UN
• Very important person, person having a special status VIP
• Rubbish Waste
• Waste service trolley Waste trolley
• extraWINGS Safety, service, sales & shining cabin
• Advertisement
• Service Individual, proactive and attentive  - good posture and positive body language while boarding/disembarking - every guest is greeted personally in an individual way - show respect by maintaining eye contact and giving a smile  - you recognize the guest's personal requirements, anticipate needs and are proactive in approaching guests and asking if they need assistance - show interest in the guests' needs and create a host atmosphere - individual greeting, farewell and announcements spoken with an audible smile  - announcements are individual, short and well-spoken
• Extra Wings Service Be the reason someone smiles today - address the guest by name (can be seen from the boarding pass during boarding, on the PIL during service or on the credit card) - pay attention to the voice level and always speak in whole sentences - always maintain eye contact - offer to open and pour the drink. The bottle is served with the label facing the customer - offer salt/pepper with tomato juice - place the napkin with the logo facing the passenger - offer ice with the beverage - start serving from the window seat - touch glasses and bottles in the lower third only - drop tray-tables down when serving a meal or drink - select the proper light mode according to the lighting procedure in FSM - proactively provide service to a guest later is he/she was asleep during service - if you don't have an answer immediately or can't leave your station remember the guest's seat and get back to him/her at a later time - small talk with the guests - make guests feel welcome to come to the galley by opening the curtain
• Safety deliberate, competent and professional - show professionalism and empathy  - prevent or react to cases requiring first aid, passengers' unusual behavior or any abnormal situation on board - regularly check cabin, lavatories and galley to prevent hazards
• Extra Wings Safety Safety should always be on your mind, in every situation Give explanations to the guests (in a passenger-focused way) to safety related topics - Why is it necessary to open a window shade? So that we can see the outside conditions or any abnormalities - Why do guests have to fasten their infant's setbelt in a certain way? Because this is the safest position for your infant to prevent severe injuries - Why is hand luggage not allowed at the overwing exits? Luggage or loose clothes there would block the exits and could cause injuries - Why must a seat be in the upright position for take-off and landing? This position protects your entire body, if the aircraft has to stop suddenly
• Sales Authentic and convicing  - product knowledge and being passionate about advising and selling on board products is a must  - sales announcement creates an atmosphere of professional on board shopping opportunities, using adjectives and offering a sales advisory service
• Sales Extra Wings People do not know what they want until it is offered to them - use partner-selling: offer a matching product to the travelling partner of the guest who ordered - use link-selling: offer additional products which complement the ordered product - maximise sales techniques when offering products to prompt the customer's needs - ask W-questions - point out benefits e.g. Bistro deals or promotions
• Shining Cabin and Punctuality Conscientious and thorough, punctuality is our utmost goal - make sure that the aircraft is always clean before boarding - carry out shining cabin measures inflight according to time available to influence the turn around and thereby punctuality 
• Shining Cabin Extra Wings Small things make perfection, but perfection is no small thing - pick up dropped items from the floor, remove waste immediately from passenger seats/tables etc. and keep the galleys clean and tidy - use all available equipment on board to keep the aircraft clean - replenish lavatory supplies regularly inflight to save time on the ground - clean up fingerprints on hatracks and windows - order additional cleaning materials only when necessary - ensure the galley floor is clear before de-boarding - hand over a shining cabin to the next crew - report damages in the cabin to the flight deck so that they can be repaired
• Cabin etiquette - create a good atmosphere within the crew --> makes for a better working environment and guests will recognise the atmosphere in the cabin - every single crew member is responsible for all work being done properly and for good communication between cabin and cockpit crew - try to give and receive feedback as often as possible because that is how you can imporve yourself 
• Cabin etiquette do's - use appropriate greeting when speaking to people you don't know - introduce yourself in a personal conversation - speak in whole sentences - stand up as a courtesy when guests come to the galley - walk quietly through the aisle - close trolleys, boxes and bins quietly - start serving meals/drinks at the window seat - touch cups and glasses only at the bottom - serve drinks in the cockpit from the window side and when the cockpit cerew are busy, wait for an opportunity to speak
• Cabin etiquette dont's - point with fingers, instead use the whole hand - talk loudly in the galley or cabin - eat or drink in the cabin - put trays or meals on the floor - serve alcohol to the cockpit 
• Darf ich Ihnen behilflich sein? May I help you?
• Wie kann ich Ihnen behilflich sein? How can I help you?
• Haben Sie schon eine Auswahl getroffen? Have you made your choice?
• Haben Sie schon aus der Karte ausgewählt? Have you chosen something from the menu?
• Vielen Dank, das ist sehr nett! Thank you, how kind of you!
• Das haben wir sehr gerne gemacht! You're welcome. Anytime. It's been my pleasure!
• Es ist uns eine große Freude, Sie an Bord begrüßen zu dürfen! We are delighted to welcome you on board
• Kann ich noch etwas für Sie tun? Is there anything I can do for you?
• Darf ich um Ihre Hilfe bitten? May I ask for some help? May I request your assistance?
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• Auf Wiedersehen, kommen Sie bald wieder! Goodbye! See you again!
• Bis zum nächsten Mal, wir würden uns freuen! See you next time! We'd be delighted!
• May I help you? Darf ich Ihnen behilflich sein?
• How can I help you? Wie kann ich Ihnen behilflich sein?
• Have you made your choice? Haben Sie schon eine Auswahl getroffen?
• Have you chosen something from the menu? Haben Sie schon aus der Karte ausgewählt?
• Thank you, how kind of you! Vielen Dank, das ist sehr nett!
• You're welcome. Anytime. It's been my pleasure! Das haben wir sehr gerne gemacht!
• We are delighted to welcome you on board Es ist uns eine große Freude, Sie an Bord begrüßen zu dürfen!
• Is there anything I can do for you today? Kann ich noch etwas für Sie tun?
• May I ask you for some help? May I request your assistance? Darf Ich um Ihre Hilfe bitten?
• Goodbye! See you again! Auf Wiedersehen, kommen Sie bald wieder!
• See you next time! We'd be delighted! Bis zum nächsten Mal, wir würden uns freuen!
• Documents a cabin crew member on duty must hold and carry - passport with a minum validity period of 6 months and required visas - Cabin Crew Attestation - Company ID card
• Documents that have to be carried during flight duty - vaccination pass (WHO-certificate, if required) - replacement blouse - replacement stockings - pens - ear plus (at your own discretion) - reflective vest
• Sealing on uneven days with a complete new load - all BoB, backup and retail trolleys and the computer box will be sealed with a yellow seal with barcode - all other containers are sealed with small standard seals - at the end of the uneven day, all BoB are sealed with a red seal with barcode - the backup and retail trolleys remaining on board will be sealed with a yellow seal with barcode - the computer box will be sealed with a steel seal - all other containers will be sealed with the small standard seals 
• Sealing on even days with an uplift - all BoB, backup and retail trolleys and the computer box will be sealed with a yellow seal with barcode - all other containers will be sealed with the small standard seals - at the end of the even day, all BoB, backup and retail trolleys are sealed with a red seal with barcode - the computer box is sealed with a steel seal - all other containers will be sealed with small standard seals
• POS - computers and printers for inflight service are provided by Retail in Motion and are their property - every cabin crew member has a POS device and a printer in the computer box - POS Manual for instructions on operating inflight sales computers
• Handling of defective POS Devices and Printers - the inspection of POS devices and printers is part of the pre-flight check  - printers must be checked for the blue RiM label - pay special attention on the POS expiry date (sticker on each battery) - if there is a device with an expired or inflated battery on board, or if the blue RiM label on the printer is missing, it must be removed from board immediately and reported via IQSMS - category in IQSMS: Service report - cabin operations - catering - POS battery expired/POS printer
• POS defective or inflated battery - battery is hot - device cannot be switched on again even though sufficient battery capacity has been displayed shortly before - cover of the battery case cannot be closed - form of the battery is slightly curved

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