Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Concierge Services
1. 2. 3. 4. Lounge Access Excess Baggage Commercial Upgrade Meet and Assist (to be introduced soon)
Page 1 of 18
Revision: 0 Date: 30 March 2011
I. Background
Concierge Services comprise some value added services to be provided by a dedicated unit to passengers classified as VIPs, CIPs, CEO and Qatar Airways guests, journalists, and others who may require these services. The value added services included in the scope of Concierge unit are: (i) Premium Terminal and (Gold & Silver) Lounge Access; (ii) Excess Baggage Waivers; (iii) Commercial Upgrades; (iv) Meet and Assist Services (to be launched soon); (v) Special Services Surprise and Delight elements (to be launched soon). Concierge Services will eventually be launched at all the airports. However, initially the service will be available at some selected stations such as London, Doha and Dubai due to a large number of VIP handling in these locations. The Concierge Services will generally be based on the authority levels defined in the existing Delegation of Authority as well as approved policies and procedures of Commercial and Ground Services. The process to initiate and approve requests for lounge access, excess baggage and commercial upgrades has been automated in the form of Concierge Services Workflow System. The other services such as Meet & Assist and Surprise & Delight will be introduced shortly and will be incorporated in the Workflow System accordingly. Each service is explained through actual screen shots followed by the relevant authorization levels and process flow. The following sections of the User Manual discuss how the user can start using the system, provide login and password details, create a service request, view/check the submitted requests, view the activity log and print reports.
Page 2 of 18
Revision: 0 Date: 30 March 2011
3. After successful login in, you will see the following screen. Please click the QR Workflow link.
4. This will take you to the QR Workflow - Login page (refer below screenshot). PLEASE NOTE: For any queries or problems while accessing the SSL Website or QR Workflow Login page; please contact: IT Help Desk. Email: itsd@qatarairways.com.qa Phone: +974 4496440
Page 3 of 18
Revision: 0 Date: 30 March 2011
Login Screen
5.
Using the Login Screen a. Enter your Employee ID/Code in the User ID field and your System password in the Password field. b. Default Domain is set as QR, Type your domain name in the Domain field if you belong to a different network domain. c. Click on Logon button.
6. A My To-Dos screen will appear which lists all the workflow tasks pending for you / Tasks awaiting your action. The screen is given below.
Page 4 of 18
Revision: 0 Date: 30 March 2011
Page 5 of 18
Revision: 0 Date: 30 March 2011
LOUNGE ACCESS: The screen for lounge access request is given below:
a. b. c. d.
Fill up appropriate details in the request form, attach necessary documents. Add the passenger information (By adding one-by-one to list). Fill up all mandatory fields (mandatory fields are marked *required against each field). Click on Submit. You get a success page with the Request ID of your request.
For Outstations:
Lounge Access Main Terminal [Silver/ Gold] Premium Terminal Media / Photography DSM Initiates Initiates Initiates Country Manager Approves Proposes (or) Initiates Proposes (or) Initiates Proposes Proposes Approves Proposes Approves SVP/VP Regional EVP Commercial CEO Office
Page 6 of 18
Revision: 0 Date: 30 March 2011
Proposes Proposes
Step 2
Approve/ Proposes
Step 3
Proposes PT PT
Step 4
EVP Commercial Approve/ Proposes PT
Final Approver
Step 5
Approve/ Authorize CEO
Page 7 of 18
Revision: 0 Date: 30 March 2011
PLEASE NOTE Excess Baggage waivers will be requested for each Passenger separately
Fill up all mandatory fields (mandatory fields are marked *required against each field).
For Outstations:
Excess Baggage Up to 15 Kg Up to 30 Kg Up to 50 Kg > 50 kg QR Admin Initiates Initiates Initiates Initiates DSM/SM Approves Proposes (or) Initiates Propose (or) Initiates Proposes (or) Initiates Approves Proposes (or) Initiates Proposes (or) Initiates Approves Proposes Approves Country Manager SVP/ Regional VP EVP Commercial
Page 8 of 18
Revision: 0 Date: 30 March 2011
Up to 40 Kg Up to 50 Kg > 50 kg
Step 1
Raise Excess Baggage Waiver
QR Admin
Step 2
Approve/ Proposes Excess Baggage DSM/SM
Excess Baggage up to 15 kg
Step 3
Approve/ Proposes Excess Baggage
Excess Baggage up to 30 kg
Step 4
VP/ SVP Regional Approve/ Authorize Excess Baggage
Excess Baggage up to 50 kg
Step 5
Authorize Excess Baggage
EVP Commercial
Page 9 of 18
Revision: 0 Date: 30 March 2011
PLEASE NOTE Cabin upgrades are permitted to only one-class upgrade. PLEASE NOTE Commercial Upgrades will be requested for each Passenger separately.
Page 10 of 18
Revision: 0 Date: 30 March 2011
Initiates
Initiates
Y to C class C to F class Y to F class* (Sub load basis) Y to C class (Firm basis) C to F class Y to F class* (Firm basis)
Initiates
Initiates Initiates
Page 11 of 18
Revision: 0 Date: 30 March 2011
Step 1
Raise Cabin Upgrade request
QR Admin
Step 2
Approve/ Proposes Cabin Upgrade DSM
Step 3
Approve/ Proposes Cabin Upgrade
Step 4
Approve/ Proposes Cabin Upgrade
Step 5
Authorize Cabin Upgrade
EVP Commercial
This would list all requests which you have raised till date.
Page 12 of 18
Revision: 0 Date: 30 March 2011
Approval Process
In the request listing page, user has 3 options, View/Action, Activity Log and Print
b. Depending on your Role, Approval level and Previous action on the request, you have various options like Approve, Recommend, Return, Reject, Terminate etc. c. You may view the attachments of the request, Guidelines, which provides you with the policy/instructions for the workflow. d. User can also view the details of the request at Click here to view Request Details. e. Approvers can then action on the request by Clicking on Approve/Return/Reject. A pop up box comes where you may enter the Remarks. Remarks are mandatory for Return and Reject Actions.
Page 13 of 18
Revision: 0 Date: 30 March 2011
Print Page
Click on the Print button would take the user to the respective print report page from where you may print the request details for a specific request.
Page 14 of 18
Revision: 0 Date: 30 March 2011
VI.
Concierge Screen
Go to Concierge > this would take you to Concierge Service Delivery screen given below. a. This screen lists all the (Pending, Delivered and Not Delivered) workflows (Lounge Access, Commercial Upgrade & Excess baggage) which are to be actioned by the concierge team.
b. The Edit button helps you update / assign tasks. It has options like Assigned to; Service Status (Delivered / Not Delivered); Reason; Additional Comments. Using these options, the user will be able to update each request.
Page 15 of 18
Revision: 0 Date: 30 March 2011
c. Once the task has been Assigned and the service status has been set to Delivered / Not Delivered, the updated request will hence move from the Pending service status to Delivered / Not Delivered service status.
Page 16 of 18
Revision: 0 Date: 30 March 2011
VII.
Reports
PLEASE NOTE Reports page access is based on User privileges. This is provided by IT. Go to Reports menu and select the required Report you wish to view. This would take you to one of the reports as below.
The report can be Exported to an Excel sheet, which can be opened or saved to the local disk. Note that if you are using Office 2007, the workflow application will indicate that the file you are opening is in xls format and will ask if you want to open/save the file. Click on Yes to open or save the file to your disk.
Page 17 of 18
Revision: 0 Date: 30 March 2011
VIII. Delegation
a. You can delegate/assign the tasks pending for your action to another user.
b. You may delegate actions on requests for all the workflows, for specific workflows or new workflows only. c. Validity period for the delegation needs to be specified. d. Note: Delegation is only available for Approvers. Request action cannot be delegated to other users.
Page 18 of 18
Revision: 0 Date: 30 March 2011