Cabin Senior (CS)

APPRAISER & APPRAISEE INFORMATION

Full Name Position

Ma Katherina Robeniol L5/CS

Staff ID Performance Manager

16281 Marketa Pavlacikova

Appraiser Name Appraiser Staff ID

Mohd Ismadi Mohd Dan Wakiri 19752

FLIGHT INFORMATION

This is pre-populated information based upon the flight selected.

Flight # Date
EY0411 2015-06-30

From Aircraft Type

KUL 77W

To Registration
AUH A6-JAD

First class guest count Business class guest count

0 15

Economy class guest count

119
OBJECTIVES RATINGS

Safety: 100% compliance

3

Managing Service Delivery: 100% compliance and commitment

4

Professional Crew: 100% compliance with company standards

3

Leading the Team to Success: Effective leadership is to be demonstrated at all

times.
4

Business Awareness: 100% knowledge on business updates

3

Overall Comments
Safety is our priority, as for that crew was monitored on their compliance with the safety highlight. This to
avoid any in compliance. As language may be a barrier, you advised all crew to always prioritised in semi-
securing the cabin as it was quite a full flight.

You managed the service delivery remarkably. Gold member was taken care by you during flight. Focus
was also given families & children. As high percentage of our guests today were fasting, you enhanced the
service process by focusing on them whilst still insurance the service standard.

You lead the team by example, provided good coached to the crew to enhance their knowledge & focus
was given to the new crew, as part of motivation & bring up their confidence level to the max.

Overall performance you did really well. Keep up a remarkable job. Well done!!
 SAFETY - 100% COMPLIANCE

Acting positively WB Operate with integrity

Prior to take off:

Pre-Guest Boarding checks

Guest Boarding Checks
Pre-Taxi Checks
Pre-Take Off Checks
Up to date with safety highlights and SOPs

Rating
3

Evidence
- Safety security checks completed as per SOPs.
- Refuelling procedure complied as per standard. Lavatories locked, aisles & doors cleared from any
obstruction.
- Cabin was secured in timely manner.
- Guests were advised to complied with PED regulations.
- Able to discuss the safety highlights & bulletins.
- Crew was briefed to be vigilant in monitoring guest's condition during boarding to avoid any return to field
issue that related to safety & aviation health. This was highly monitored by the team.
Inflight

Cruise Checks
Pre-Landing Checks

Rating
3

Evidence
- Turbulence procedure was complied at all time. Y crew was briefed to comply with turbulence procedures
& pass to CM in timely manner.
- Galley was kept cleaned & cleared from loose object. G.Os were advised to comply with this at all time to
maintain high safety standard.
- Lavatory checks conducted as per standard.
- Cabin patrolling was conducted every 30 minutes.

After landing

Post Disembarkation Checks

Transit checks (if applicable)

Rating
3

Evidence
- Check was done as per standard. Nil item found.
- Emphasised crew to double check all ROBs before leaving the aircraft. You yourself conducted a round
check to ensure all crew complied with SOPs.
- Advised all crew to collect & stow back all the ISB/ESB to the pouch.
- ROBs locked & sealed were checked by you before leaving the aircraft.

MANAGING SERVICE DELIVERY

Inspiring our customers WB Focus on hospitality

Hospitality Attitude

Building positive guest relationships through engagement

Hospitality focused
Use of hospitality language relevant to specific cabin
Encourages, supports and guides team on how to deliver remarkable hospitality to the guest
Manages service recovery issues, effectively utilizing all available resources
Pro-actively gathers feedback from guests and shares this information with the team
Actively demonstrated the hospitality drivers in all cabins

Rating
3

Evidence
- Introduction to gold member was conducted by you on ground. A bottle of water was offered. Meal
choices was offered to Mr. Faris & served along with other guests.
- You encourage the crew to wow our guests & coached them on how to achieve the goal.
- I observed you getting the feedback from the guests during the clearance.
- Always use please, thank you & etc words to guests & CCM. This to show our high standard hospitality.

Hospitality Skills

Ability to make suggestions and takes decisions to maximize guest satisfaction

Ensures consistent delivery of hospitality in line with guest expectations and the service manual
Drives hospitality excellence throughout the aircraft
Works in an efficient manner taking into consideration cost, timings and available resources

Rating
4

Evidence
- You ensured all crew complied with the service standard by showing them the E-hospitality guide. You
checked on crew preparation by asking questions on service related ensuring crew well prepared.
- From 119 guests on board today, more than 30 guests were fasting. You prioritised the service to fasting
guests whilst still insurance the service standard. Guests were offered water & caramelised biscuits as
replacement of dates on ground as the breaking fast happened whilst boarding. Guests were offered with
meals & drinks after take off & proceed with normal FM service standard. This effort gave an excellent
impact on todays flight as I received lots appreciation from guests due to your action taken.
- Cabin lighting ambiance, immaculate cabin & temperature was monitored throughout the flight. This
shows that you able to worked independently.
- Turn down service was conducted. Most of the window blinds were closed & guests were offered with
extra blankets.
- Mr. Faris our Gold member was offered with a row of empty seats for him to relax during flight.
- Service timing were followed at all time.
- You managed the service as per Z card & SOPs. CCM were highlighted should they were unsure with
any changes.

Hospitality Knowledge

Up to date with hospitality and product changes and pro-actively shares with the team
Up to date with relevant business information actively shares information with guests and crew

Rating
3

Evidence
- Hospitality drivers was discussed & ensured crew complied with it.
- All service changes was discussed by you during the team briefing. This to ensured the crew well
updated with the changes.
- Requested the crew to promote the duty free sales as it also part of business to the company.
- As part of the goal by you, you requested the crew to provide remarkable interactive with guests by focus
on selling the Etihad products such as 20% discount for duty free sales & promoted the 20% discount for
wifi for guests whom on onward connecting flight.

PROFESSIONAL CREW

Caring About Detail WB Work smart

Style and Image

Uniform immaculate at all times

Additional uniform items carried in trolley bag
Ensures 100% compliance with Style & Image guidelines at all times
Pro-active in identifying S&I non-compliances and addressing these immediately
As a brand ambassador displays positive body language at all times
Rating
3

Evidence
- Uniform was neat & tidy at all time. Y crew was monitored the same by you ensuring that we achieved the
professional look at all time.
- Crew was monitored on their style & image. Security stickers was observed clean from your baggage &
from other crew members too. This to maintained the professional look at all time.
- Crew were asked on their understanding about style & image SOPs.
- Crew was briefed by me to aligned the suit cases upon our arrival at the hotel. This to maintain the
professionalism & this also was fully monitored by you. I observed you immediately instructed the crew to
aligned the suit case professionally in 1 line.

Acting Positively WB Leverage diversity

Communication

Keeps verbal and non-verbal communication clear, simple and well structured
Takes into account cultural differences when interacting with others
Pro-active in communicating guest issues to the team ensuring these are resolved and
documented
Utilizes 3 in-flight briefings(before guest boarding, after take-off &TOD) to set clear expectations
and share feedback with the team
Ensures team de-brief is conducted at TOD focusing on positives and areas of improvement

Rating
3

Evidence
- Whenever you wanted to highlight to CCM, you always communicate with simple & clear language so
that CCM will understand the fact. This also was complied to the guests.
- You coached the crew whom needed improvement by debriefed them immediately without delay.
- Service briefing was fully conducted by you. This to highlight certain issue specially with the immaculate
cabin & lavatories. You also advised all crew to be vigilant at all time in safety related.
- Always maintain high level of energy during flight & advised crew to do the same.
- All briefing was conducted accordingly to highlight service related & hospitality skills that require
improvement.
Motivation and Drive

Demonstrates energy, enthusiasm and commitment to the business

Encourages open & honest feedback within the team
Focused on self-development
Demonstrates a sense of priority when carrying out roles and responsibilities
Remains calm during challenging situations

Rating
3

Evidence
- You always ensure that the flight energy was maintain for the entire flight. You & crew were observed to
be very pro-active during flight.
- Whilst conducting the duty free sales, you & crew were also active in promoting the Etihad program to
guests.
- You were open for feedback & requested crew to provide any feedback towards you in positive manner.
- No challenging situation was encountered during flight.

Taking Responsibility WB Develop and grow

Teamwork

Encourages team effectiveness

Builds and maintains positive relationships within the team
Leads by example in achieving individual and team goals
Identifies opportunities for developing others through feedback, coaching and guidance

Rating
3

Evidence
- Always ensured crew comfortable to work with you. This was to maintain the CRM.
- In supporting the business you enrolled few guests with Etihad Program, checking lavatories & engaging
with guests in supporting the crew. This shows that you lead by examples.
- Coach was given to the crew whom required. FA Nada was coached on how to operate the oven
effectively as she was very new & you gave your high focus to her & built up her confident level to the max.
- You also coaching the crew the difference between FAP on Airbus & CACP/CSCP on Boeing. You
coached on how to control the lighting & temperature.
- You also familiarised the crew with iCMT for Panasonic IFE system; focus given on how to reset seat
interactive for guests. Advised crew to get permission from team leader before operate any functions.

LEADING THE TEAM TO SUCCESS

Taking Responsibility WB Drive for results

Analyzing and Decision Making

Reaches sound conclusions to non-routine situations, using existing processes, systems or knowledge
Maintains a guest focus when making decisions or resolving problems

Rating
3

Evidence
- Even though it was a smooth, but it doesn't stopped you in providing 'Guest First' focus. Crew was
monitored to give extra care to gold member, families with children & elderly. Extra blanket was given to
guests for their comfort. You monitored all crew to worked together at all time specially to family's with
children & not to leave the responsibility under flying nanny herself..
- As mentioned earlier, you gave your high guest focus in making the decision to give high focus to fasting
guests. This action was taken in advance to overcome the hospitality issue.
- You organised the crew & service excellently to enhanced the hospitality.

Managing Performance

Sets, communicates and follows up on clearly defined goals

Manages team members performance against agreed standards and provides feedback accordingly
Completes relevant performance documentation in an accurate, concise and timely manner

Rating
4

Evidence
- The main goal for todays flight was to 'WOW' the guests experience flying with us. You also set the goal
for the crew to be more interacted with guest in promoting EY products. Crew able to talk about the wifi to
guests whom on connecting with Etihad flight.
- Apart of that, during the interaction with guests, crew found a family whom their father is our gold member
with us. Therefore, the crew tried to surprised the guests by using the onboard resources. - In other part to
enhancing our hospitality on today's flight, I requested the crew to self created a Ramadan card &
distributed to our guests. This to show our appreciation to our guests whom had chosen Etihad as their
flying experience. This was fully monitored by you.
- Apart of that, the specific goal was created for you in supporting the company with IMC. Each crew was
required to promote IMC cards per person & this was successfully completed. All crew was involved in
promoting the Etihad program.
- iReview was conducted for FA Jovana & feedback was given in professional & good manner.
- CML/IFE resets were given to me before TOD. All issues with guests related were raised by you.

Gaining Commitment

Empowers and encourages others be innovative and deliver results

Adapts influencing style to suit varying situations, individuals or teams

Rating
3

Evidence
- You encouraged crew to provide remarkable hospitality & gain for the result. Crew was observed always
engaged with guests, promoting IMC, offered drinks, ensuring elderly guests were comfortable, showed
the guests with IFE & reclined the seats as majority of the guests not familiar with the functions.
- You also encouraged the crew in solving small issue such as seats arrangement for families. This was
successfully achieved by the crew.

BUSINESS AWARENESS

Delivering Best Practice WB Negotiate and influence

Business Knowledge

Demonstrates business knowledge during briefings and communications with team and guests
Proactively uses available resources to increase and keep up to date with business knowledge

Rating
3
Evidence
- You start to promote the Etihad program & advised Y crew to do the same. You lead the team by
example. As result you collected 16 IMC.
- Expo Milano was also promoted to team & guests.
- 20% discount on duty free was promoted to guests & 20% discount on wifi was shared with guests whose
on connecting with Etihad flight.

Business Focus

Communicates relevant business knowledge to the team

Uses business knowledge to promote the benefits of Etihad to the guests

Rating
3

Evidence
- Guests was offered with Etihad program & shared with the beneficiaries of becoming the Etihad
members.
- Expo Milano was shared & promoted to the team & guests.
- All of these points mentioned was completely complied by you & team during flight.

Resource Management

Manages resources as a business owner

Promotes duty free to guests utilizing team to drive sales
Encourages the promotion of onboard upgrades within the team

Rating
3

Evidence
- You used all skills that you have to ensure the duty free sales target achievable. As for result, duty free
was successfully promoted on this sector. This shows that you took the company business awareness
seriously.
- Message on 20% discount was sent to all classes in promoting the duty free & to increase the duty free
target.
- Encouraged all team to participated in enhancing our young traveller experience by utilising unused JC
guest snacks item such as chocolates, cookies/madeline & distributed to all children.

Copyright 2014 Etihad Airways. (EY165A/CAB/Rev. 5, Nov 2014)