SERVICE ON BOARD

BOARDING
CRUISING
CABIN MONITORING
DESCENT
DISEMBARKING PASSENGERS

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1 BOARDING 3

1.1 STAIRCASE 3
1.2 BOARDING PASSENGERS 3
1.3 GALLEY 4
1.4 CABIN 4
1.5 PASSENGERS 5
1.6 WIFI ON BOARD 5
1.7 BEFORE TAKE-OFF 6

2 CRUISING 7

2.1 SERVING DRINKS 8

2.1.1 COCKTAILS 8
2.1.2 SERVING WINE 9
2.1.3 SERVING CHAMPAGNE 13
2.1.4 SERVING TEA AND COFFEE 14
2.1.5 TIPS & CONCLUSION FOR SERVING DRINKS 15
2.2 SERVING FOOD 15
2.2.1 SETTING-UP A TABLE 16
2.2.2 SERVING 20
2.2.3 CLEARING 21
2.3 FOOD PRESENTATION 22

3 CABIN MONITORING 23

3.1 DAY TIME FLIGHTS 24

3.1.1 PASSENGERS 24
3.1.2 COCKPIT 25
3.1.3 TOILETS 25
3.2 NIGHT TIME FLIGHTS 25
3.2.1 SLEEPING MODE PREPARATION 26
3.2.2 BEDDING 26

4 DESCENT 28

5 DISEMBARKING PASSENGERS 28

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1 BOARDING

“First impression last…”

Your passengers should be impressed as soon as they step onboard the aircraft:

 By YOU. Your perfect grooming, welcoming smile, courteous and correct speech, body
language etc.

 Wear black gloves for boarding and disembarking only.

 By the Cabin. Attention to details, cleanliness, enchanting smell, nice music, decoration and
arrangement of the cabin tailored to the passengers taste.

1.1 STAIRCASE
Make sure that:

 The stairs are spotless

 The ramp is polished
 You should be at the bottom of the stairs to welcome the passengers.

1.2 BOARDING PASSENGERS

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Captain should advise the flight attendant as soon as he & the passengers leave the lounge for her to
be ready and welcome them upon their arrival at the bottom of the stairs.

Passengers should be helped to get out of the car (door, hand for ladies) and with their luggage.

In raining conditions, Global Jet umbrellas should be with the crew. The captain helping them with
the luggage to board the aircraft should show courtesy and good manners.
The flight attendant should relay to place them safely in the cabin.

1.3 GALLEY
The galley is clean and free of everything.

On some aircraft a nice decoration on the worktop gives a nice impression

1.4 CABIN
 Make sure the lighting in the galley, cabin suits the moment
 Background music is playing and an ambient dvd is playing on the screen (Earth and sky
pictures, Fireplace etc.)
 The cabin decoration and toilets are in perfect condition.
 Newspapers and Magazines are nicely presented
 Blinds are up
 Floor is clear and carpet swept evenly
 Fuselage material neat
 Nice perfume has been sprayed in the cabin and in the Galley.
 Secure the cabin and follow instructions as per Flight Attendant Safety Manual when taxiing.

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1.5 PASSENGERS
 Help your passengers to take off their jackets and hang them neatly on a hanger.

 Ask them if any items in their jacket might be required during the flight (reading glasses,
phones etc.)

 Stow their hand luggage securely in the cabin.

 Offer your passengers something to put their belongings like phone, jewelry etc.

 Offer slippers to your passengers. You can even go beyond their expectations by using
scented bags and place them in their shoes.

 Give information about the flight.

 Do not leave the cabin for too long before take-off to make sure that you can attend to the
passengers while they are settling in.

1.6 WIFI ON BOARD

Inflight WIFI is very expensive and must be switch on ONLY on passengers’ request.

But before doing so, it is the Flight Attendant responsibility to inform customers regarding conditions
of access to the internet on board the aircraft.

For your information it costs 7.5USD per Megabytes.

As an example, using in a very active way the Wi-Fi on a transatlantic flight would cost 10- 15000
USD.

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1.7 BEFORE TAKE-OFF

Welcome drinks and hot or cold towels depending of the weather should be offered before take-off.

Be imaginative. You could offer some fresh juices in shot glass with a rim of lemon etc.
Make sure you know what kind of juices you are serving.
Drinks should be presented to the passengers and not in the cabin before passengers’ arrival.

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Welcome drinks and hot or cold towels depending on the weather should be offered before take-off.
A hand-cream should be offered with the hot/cold towels

Secure the cabin and follow instructions as per Flight Attendant Safety Manual

2 CRUISING

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2.1 SERVING DRINKS
BE IT WATER, JUICE, CHAMPAGNE OR COCKTAILS, DRINKS SHOULD BE THE FIRST THING YOU SHOULD
OFFER YOUR PASSENGER WHEN THE AIRCRAFT HAS REACHED CRUISING ALTITUDE.

USE A GLASS JAR TO SERVE WATER.

YOUR GUEST CAN NOW RELAX WHILE YOU SET UP EVERYTHING FOR YOUR MEAL SERVICE.

2.1.1 Cocktails

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Cocktails should be presented on the Bar Menu as well as Wines, coffees, teas, digestives and other
alcohol and soft drinks.

KNOW the juices you have onboard before you offer them to your passenger and try them to make
sure the right juice is served.

ALWAYS place a coaster under your glass if no table cloth is on the table.

Check the list of cocktails on line or in the “CATERING PREPARATION” Booklet

2.1.2 Serving Wine

More knowledge about wines in “CATERING PREPARATION” Booklet”

HOW TO RECOMMEND WINES

 Know your wine list by heart.

 Know the number of bottles you have onboard.
 Learn the wines; make your own research on the net.
 Know which wine would go well with the food you will be serving.
 Experience with wines.

Your client will be very happy and view you as a caring and attentive professional

HOW TO FACE SITUATION WHEN YOU RUN OUT OF A PARTICULAR WINE

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  Recommend a wine that you feel confident with. Your client will then go with your choice
and not ask for the wine you have not onboard.

 Never say that you have not a certain wine onboard. If a client asks for that particular wine,
apologize and offer an alternative convincing him that this is a better option than the one he
has chosen.

 Try to build up your confidence in wines and your client will follow your recommendations.

 Do not use wine vocabulary if you are not 100% sure. Be aware that many of your clients
have a very good wine knowledge.

 Be honest to your clients at all times.

THE TASTE OF WINES AT 30000 FEET

Offer your client a few glasses of water before every glass of wine if possible. Three glasses of water
will positively influence the enjoyment of one glass of wine.

The golden rule is 3 to 1. Three glasses of water for every glass of wine.

FACTS ABOUT THE TASTE OF WINE AT 30 000 FEET:

 Dehydration can cause you to lose up to 30% of your sense of smell, which is most of what
you "taste" in a wine .That would make even the best wines taste bad. Provide your clients
with enough mineral water at all times.
 Wines that have a good amount of acidity appear fresher.
 Unique conditions need to be considered. The low humidity and high altitude affect our
palate, causing the tannin (bitterness) and astringency (sourness) of wine to taste more
pronounced.
 Wines with plenty of fruit flavors seem to remain relatively unchanged.
 Wines with lots of oak barrel influence do not tend to work so well in the air.
 Our nose is affected in the air, which makes detecting smells of wines more difficult.

TEMPERATURE FOR SERVING WINE & CHAMPAGNE:

CHAMPAGNE Between 6° et 7 °
VINTAGED CHAMPAGNE Between 8° et 9°
LIGHT WHITE WINES Between 8° et 10 °
VINTAGED WHITE WINES Between 10° et 13 °
SWEET WHITE WINES Between 10° et 13 °
LIGHT RED WINES Between 14° et 16°
VINTAGED RED WINES Between 18° et 20°

DECANTING WINE:

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When possible, the process of transferring the wine from one container (bottle) to another
(decanter) greatly enhances the qualities of almost any wine. Although the process of decanting is
recommended for older wines, it can also make younger, less expensive wines come to life.

Decanting wine serves two purposes:

1. It allows you to separate older wines from their sediments, which if left in the wine would
impart a bitter, astringent taste. It allows the wine to slowly come in contact with the air; aerating
the wine and making its complex aromas and flavours come to life.

2. Decanting young wines is easy: just pour the wine directly to the decanter and let rest around
15 minutes before serving.

Decanting older wines is slightly more difficult because you must be careful not to pour the
sediment.

You start by letting the bottle rest in an upright position for several hours (or even days) so that the
sediment collects at the bottom. You then open the bottle and start pouring the wine slowly into a
decanter against a good light (you can use a flashlight), to make sure that no sediment is poured.

Towards the end of the bottle the sediment will start creeping up, at which point you must stop
pouring. You can either discard the remaining wine or strain it into a wine glass using a coffee filter.

Similar to wine glasses, decanters must be plain and transparent, so you can appreciate the wine. To
clean your decanter, use very hot water only (no detergent). You can also use a mixture of crushed
ice and salt and rinse with abundant cold water.
You SHOULD ALWAYS wipe your glass with a clean cloth in the galley before you present it to a
passenger to make sure that it is spotless.
To make sure your glass is clean steam it (when you boil the kettle) and then dry it.

SERVING WINE

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IF ANOTHER BOTTLE OF THE SAME WINE HAS TO BE OPENED, YOU SHOULD GIVE THE HOST A NEW
GLASS FOR HIM TO TRY. IF ANOTHER TYPE OF WINE IS ORDERED ALL GLASSES MUST BE CHANGED.

Always present the bottle to the passenger before opening it, label clearly visible.

Open the bottle in front of the guest and pour a small amount in the glass standing in front of the
passenger presenting the label.

After the guest approbation, serve the remaining passengers (serve the ladies first and finish with the
main guest).Do not forget to do the same for each new bottle opened and serve it in clean glasses.

Wine must be poured slowly towards the center of the glass. The glass should be filled only up to
slightly below the widest section of the glass (usually less than half a glass), so that the guest can
swirl the wine without risk of spillage (see section Tasting Wine). Finish pouring the wine tilting the
tip of the bottle upwards and slightly rotating your hand, so that the wine doesn’t drip. Holding the
bottle as shown when serving white wine:

Linen is to prevent the white wine from warming up.

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Linen can also be placed on your arm rest for service. DO NOT USE NAPKINS. Use a linen just for the
wine service there might be stains.

Holding and wiping the bottle as shown when serving red wine:

2.1.3 Serving Champagne

CHILLING THE CHAMPAGNE:

In a Champagne bucket in a mixture of water and ice

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OPENING THE CHAMPAGNE:
Undo the wire cage; hold the cork in the palm in your hand and twist the bottle holding it at the
bottom, the cork will come out on its own.

Please make sure you always protect the cork with your hand over the cork. Champagne has the
same amount of pressure in the bottle as the tire of a car.

SERVING CHAMPAGNE:
When it comes to serving Champagne the choice and preparation of your glassware is very
important. Make sure that the glasses have been rinse properly. Residues of washing-up liquid can
inhibit the formation of bubbles.

To fully appreciate Champagne you must give it the glassware it deserves. The ideal shape is that of a
tulip.

2.1.4 Serving tea and coffee

When you have only one passenger, serve the tea/coffee on tray and leave everything on the tray.

For teas, offer an hourglass. It will indicate the infusion time.

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 2.1.5 Tips & Conclusion for serving drinks

TIP: To cool a bottle of wine faster, put the bottle in a bucket full of water with ice cubes and salt.
Spin the bottle several times and the wine or champagne will be chilled in a few minutes.

REMEMBER: A PASSENGER SHOULD NEVER HAVE AN EMPTY GLASS

CONCLUSION:
 ALWAYS open a bottle of wine and champagne in front of your passengers.

 FOLLOW the rules of serving wine and champagne.

 ALWAYS pour wine and champagne in front of your passengers.

 LEAVE the bottle in the cabin on a stand or in an ice bucket if space permitted and equipment
available.

 NEVER leave the cork on the table for too long.

 Do not ask if the passenger would like more wine, pour it, he will stop you if he does not
want any. Use your common sense

NOTE: IF A BOTTLE IS CORKED, DO PLEASE KEEP IT AND BRING IT BACK TO THE SUPPLIER OR TO
THE OFFICE IF THE OFFICE HAS ORDERED IT.

2.2 SERVING FOOD

If there is only one passenger onboard, ALWAYS set up the table facing the cockpit.

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2.2.1 Setting-up a table

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DON’T TAKE TOO LONG TO SET-UP a table.
HOW: By being organized and have everything ready in the galley

Use the silent cloth to protect the tables and to prevent the tablecloth from slipping.
Make sure that the silent cloth is free of mark and clean.
Dress the table with a tablecloth

Flatware should be ready on a plate or a tray dressed with a clean cloth after being checked once
more for any stains or finger prints.

Some gloves are onboard for you to wear for preparing the table set-up or during the set-up of the
table itself to avoid your finger prints on cutlery.

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 Tray preparation for table set-up Set-up for change of cutlery during service

 Regardless of the size, cutlery is always placed in sequence, starting with the knife, then the
fork.
 Flatware is set from the inside out, starting with the main course and ending with the
appetizer.
 Dessert flatware is placed above the show plate or the napkin.
 The bread plate is placed with the butter knife on the left of the plate.
 Glasses are set above the knives in a straight line or in a block form depending on the space
you have.

MAKE SURE that all the items on the table are parallel and at similar interval.

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Setting up a table for Asian passengers

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PLACING DECORATIONS AND CONDIMENTS ON THE TABLE

 Flowers are used to decorate the table

 Condiments and decoration can be placed when the table is
already set.
PLACING GLASSWARE

 Glasses can be placed in many ways. One basic rule is to place

glasses so they can be within reach
 They can be placed either in a straight line or in block form
 The setting of glasses depends on the glasses being used. The
main glass should be placed one centimeter above the main
course knife.
 Smaller glasses should be placed in front of bigger glasses. When there are three glasses in
block formation, the largest glass determines the alignment.

PLACING NAPKINS

 If not already given, napkins should be placed after the show plate is placed
 It can be placed on the left hand side. For festive events the napkin is placed on the show
plate.

BREAD BASKET
ALWAYS put some crackers and Grissini’s in the bread baskets you place on the table.

2.2.2 Serving

Always serve the ladies first.

If you are not very familiar with the serving, train yourself at home, look when you go to restaurants
how waiters do (follow the right example though).

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Use ONLY white gloves for service. NEVER use black gloves.

DO NOT fill the glasses too much and do not pour more if the glass is full already
DO NOT leave cutlery that are not anymore useful for the rest of the meal.

 If there is a design on the plate or glass, make sure that this is ALWAYS facing the passenger.
 Main course plates should be presented with the meat closer to the passenger.
 Make sure you use the right plates for the right course (dessert plates for appetizer and
desserts, bigger plates for main courses etc): Leave a presentation plate on the table.
 Do not overload the plate with too many ingredients. Prefer serving a side dish with the
vegetables on the side for example.
 Be innovative, think out of the box and use all the equipment on board, keep everything
simple.
 Search for new ideas by reading culinary magazines, hotel and resorts books, observing when
in nice venues (when eating in nice restaurants or staying in a five star hotels) etc.
 Taylor your service and presentation depending on the passengers you have on board

2.2.3 Clearing

 Clear plates and flatware with the right hand making sure you take the plate with the most
leftovers first.
 Transfer the plates to the left hand (behind the guest) and arrange the flatware with the
knives below the forks as shown on picture.
 Clear clockwise to the next guest the same way.

BETWEEN COURSES:
Make sure that everything from the previous course is cleared and that the right cutlery and glasses
are in place.
Remove glasses that will not be used later.

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BEFORE DESSERTS:
Make sure that all condiments are cleared from the table. Salt might be requested by some
passengers for fruits (it releases the flavour).
Use a crumb gatherer to wipe the table off bread crumbs etc.
Remove the side-plate.

You can move the dessert cutlery from top to side (fork being on the left side and knife and spoon on
the right) before or at the same time you serve dessert.

DO NOT use a tray to clear the plates but to clear small things and glasses.

OFFER Toothpicks at the end of the meal.

DON’T FORGET TO MONITORE THE CABIN DURING THE MEAL SERVICE

SCAN, the cabin while you are doing the meal service.

NEVER NEVER go back to the galley empty handed. There is ALWAYS something to take back.

ALWAYS close the door between the galley and the cabin

2.3 FOOD PRESENTATION

Check the “CATERING PREPARATION” flight Attendant Manual booklet

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3 CABIN MONITORING

CHECK “PHILOSOPHY & GUIDELINES” TO HAVE IDEAS AND GUIDELINES ABOUT HOW TO
MAKE YOUR FLIGHT UNFORGETTABLE FOR YOUR PASSENGERS!

Depending on the passenger wish the cabin and toilets should be monitored from time to
time.

 To clear or refill glasses and plates.

 Toilets: To wipe the sink and clear the used towels.
 To make sure that the guest has everything he needs.
 To clear all papers etc that the passenger discard
 To clear the cabin (if passenger takes off his shoes, the shoes should be moved as for
not to see them.
 Check if they are some items (slippers, newspapers, used tissue etc) that could be put aside
or set in a better way.
 Ie: A jacket left on a sofa should be hanged / if passengers put cushions on the floor to sit
down to eat, place them on another seat but do not leave them on the floor.

DON’T BE SHY
Go towards your passengers without being intrusive.

 If he leaves his jacket on the side, ask him if he would like you to hang it.
 Before taking it always, ask him if he will need something from his jacket.
 Listen to your intuition.
 If you feel that he wants another coffee, don’t ask him offer him one that you have
prepared just before entering the cabin.
 Be yourself & Stay Natural
 If you offer to clean his iPad, do not take it back to the galley as this is something personal.

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3.1 DAY TIME FLIGHTS

3.1.1 Passengers
Depending on the passenger wish the cabin should be monitored at regular intervals being a day
time flight or a night flight.

 For your safety and the safety of the passengers onboard.

 To make sure that the cabin and the toilets are clean and nice at all times.
 To be able to foresee any passengers’ wishes.

You should always be discrete and disturb as less as possible the passengers in the cabin.
Nevertheless, when in the cabin do please make sure you clear all objects (rubbish etc), empty
glasses and plates, and check the toilets to clean the sink and remove any papers. Do all this as fast
and quietly as you can.

 Be proactive. If your client is wearing glasses, offer him to clean them. If he takes off his
shoes during the flight and you have time, polish them. If the passenger goes to bed and
undress put neatly his clothes on hangers. If you have the facility onboard, iron the shirt.
 Ask if he/she would like her phone or laptop to be charged

DO MAKE SURE that the noise in the galley is minimal, when you talk to the cockpit, clear the dishes,
move things around.
DO REMEMBER to close the cupboards gently.
This will avoid disturbing the passengers and show care for the aircraft equipment.

SCAN THE CABIN with your eyes at all times to check if nothing should be cleared or add or offered to
the passengers.

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 3.1.2 Cockpit

Since you are responsible for the service onboard it would be a nice touch to offer hot towels to the
cockpit before landing, serve the cockpit crew meals in china as much as possible. Try to avoid
serving hot drinks in plastic cups. Use a cup with a lid to avoid any accident that might occur with the
navigation system.

NEVER touch anything on the cockpit control panel. Ask the cockpit crew (i.e.: if you need to change
the temperature etc.) for safety reasons and as a mark of respect.

3.1.3 Toilets
Toilets should be checked at all time.
The sink should be wiped after each use.
Used towels should be cleared.

3.2 NIGHT TIME FLIGHTS

Avoid entering the cabin if passengers are sleeping but be vigilant for safety reasons and if the
passenger wake-up to ask for something

The crew should use the forward toilets in order not to disturb passengers sleep.

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EXCEED PASSENGERS’EXPECTATIONS WHILE THEY ARE ASLEEP:

- By polishing their shoes, hanging or ironing his shirt, offering eye drops when he/she wakes
up if he/she is wearing contact lenses etc.

You should monitor the cabin at regular intervals without disturbing the passengers.
Once again, DO MAKE SURE that the noise in the galley is minimal, when you talk to the cockpit, clear
the dishes, move things around.

If a passenger offers you to rest in the cabin, decline the offer politely.

3.2.1 Sleeping Mode Preparation

TO BE PLACED NEXT TO THE BED:

- A bottle of water, eyeshades, earplugs
- A pair of slippers with a pair of socks presented in a transparent bag.
- A small toiletry bag with all necessary amenities (tooth brush, tooth paste, facial wash,
cream…)

TO BE PLACED ON THE BED:

- A white orchid (or other relaxing flowers with not a strong perfume) placed on to the pillow
or next to the bed.
- A set of pajamas ready on the bed
- Bed covers should be sprayed after the bed is made. Some relaxing and natural spray can be
bought in health shops.

3.2.2 Bedding
On long-haul flights, when configuration permits, have a bed already made. In case that you cannot
make the bed before take-off, keep all sheets, pillows etc neatly ready in order to make a bed quickly
with the least disturbance possible in the cabin.

TIP: Put a duvet underneath to make the bed cosier. A proper bed should include a duvet, a topper,
2 sheets and 2 pillows.

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INFLATABLE MATTRESSES

MATTRESSES

21/03/2011

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DO please put some tags on each mattress, with the registration of the plane and the beds they are
made for. If you need the Global Jet tags we use for the crew bags, ask Global Jet Luxembourg.

Send us an inventory of the ones onboard and the ones you leave in your stock.
If mattresses are damaged or lost then please notify the technical person responsible for your
aircraft.

HOT TOWELS SHOULD BE SERVED TO PASSENGERS WHEN THEY WAKE UP.

You may also offer an “Eye rescue” which is perfect if your passengers just woke up and they were
lenses.

ALWAYS remember to check your grooming throughout the flight

4 DESCENT
HOT TOWELS SHOULD BE SERVED BEFORE TOP OF DESCENT. Do not spray neither essential oils
directly on them nor interior perfumes. Only spray scented mists or a few drops of essential oil
diluted in water.

Secure the cabin and prepare for Landing as per Flight Attendant Safety handbook.
Time management is very important at that point. When the commander announces top of descent
you should manage the service and the security of the cabin in order to be able to give the cabin
secure check to the captain at the appropriate time for landing.

Make sure that the lights are right in the galley and cabin.

5 DISEMBARKING PASSENGERS

After landing, help passengers with their coats and belongings.

Spray once more the galley before they leave the aircraft for them to have a nice last feeling about
their stay onboard

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Check quickly the cabin to make sure that nothing was left onboard by the customers, then join the
captain at the bottom of the stairs to see the passengers off. You should be staying at the bottom of
the stairs till the car has disappeared.

In raining conditions, do accompany the passenger with a Global Jet umbrella to his car.

Once passengers are gone, put all the protections on the floors. Offer the outsiders entering the
aircraft shoe protections.

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