Page 1 of 6 LOUNGE/CHECK-IN/SPECIAL SERVICES LOUNGE SPECIFICATIONS 1 Scope of Work - Attending to departing passengers at check-in counters and boarding gates, lounges, private/business jets, SATS Meeting Services. - Providing the highest level of customer service to all our passengers. 1.1 At the Check in counters, main duties include: a) Check and ensure that flight tickets and travel documents (passports, visas, vaccinations and other certificates) are valid for the flight(s) for which passenger are presented. b) Carry out seat selection for passengers initial and subsequent flights, and process any other requests pertaining to frequent flyer programs, special meal requirements etc. c) Weigh and/or measure (as applicable), tag passengers check and unchecked baggage, and effect the transportation of checked baggage from the baggage check-in position to the baggage sorting area. d) Make out excess baggage charge(s) and detach applicable excess baggage coupons. e) Process and issue boarding passes for passengers initial and subsequent flights, and provide departure information to passengers. (Inform passengers about time of departure of aircraft and time of gate boarding.) f) When requested, arrange for special equipment, facilities and specially trained personnel to assist passengers with special needs (e.g. unaccompanied minors, disabled passengers, Non-English Speaking passengers etc.) g) Ensure all security rules and regulations are adhered to i.e. passport name with name on boarding pass. 1.2 At the Departure Boarding Gates, main duties include: a) Duties before boarding passengers include printing flight load & flying time, activating GMID, switching on BGR and ensuring that BGR bins are empty. b) Ensuring that all passengers names on passports tally with boarding passes for the departing flight. Check flight details such as flight number and flight date, to ensure that passengers are on the correct flight. c) Retrieving passengers tickets from boarding passes and understanding/rectifying boarding prompts e.g. seats changes, upgrading etc. d) Carry out ticket stub counts upon embarkation. (Count to be compared with aircraft documents to ensure that the numbers tally.) e) Direct passengers to the aircraft when necessary. f) Assisting passengers with special needs (e.g. unaccompanied minors, disabled passengers, Non-English Speaking passengers etc.)
Page 2 of 6 g) Escorting last passenger to ensure that no passengers left in holding gate or toilet. 1.3 Attending to arriving passengers. The main duties include: a) Being at the gate at minus 15 minutes prior to arrival with FN list printed and updated. b) Meeting and greeting passengers at arrival gates. And being visible to Crew-in- Charge when aircraft docks in. c) Direct passengers disembarking from aircraft to the relevant places (immigration and baggage collection belts, arrival boarding gate to connecting flight s gate, etc.) d) Providing arrival or flight connection information to passengers e) Assist passengers with special needs (e.g. unaccompanied minors, disabled passengers, Non-English Speaking passengers etc. 1.4 Attending to passengers at Special Services Lounge & Transfer Counters. The main duties include: a) Registration of passengers at the SSS Lounge & transfer Counters. b) Providing care for passengers requiring special services (elderly passengers, passengers in wheelchair, unaccompanied minors) while they are at the SSS Lounge and Transfer Counters. c) Providing assistance to and ensuring that passengers at the SSS Lounge & transfer Counters arrive at the boarding gate on time to board their flight. d) Assisting Customer Service Officers in receiving, recording and printing SSS requests, as well as performing other administrative duties using PCs at SSS Lounge e) All duties should be performed whilst donning the SATS Uniform 1.5 Assisting in the Handling of Private Jets / Ad-Hoc Flights include : a) Assisting passengers and crew (Tech Crew and Cabin Crew) for both arrival and departure flights, with Immigration and Customs clearance at assigned Passenger Terminal Building or CIP Terminal i.e. Jet Quay. b) Assist with GST claims for passengers at CIP Terminal. Providing care and service with regard to Meet and Assist duties assigned. This includes escorting passengers and pushing passengers on wheelchairs for arrival and departure cases. c) Assist SATS Special Services Section in Meet & Assist or Wheelchair cases for arrival and departure flights if required. 1.6 Duties at the Rainforest Lounge include : a) Perform sales duties in selling lounge services including (but not limited to) beauty services and massages, sale of alcoholic and non-alcoholic beverages b) Tabulate and account for the day s sales and do basic data entry. Staff has to be competent in Microsoft Excel. c) Supervise SATS Ltd. appointed cleaners to ensure that the lounge is consistently kept clean and tidy at all times.
Page 3 of 6 d) Perform regular checks on defects on lounge furniture and fittings and report to the Duty Manager e) Any other relevant duties associated with Rainforest Lounge 1.7 Duties at SATS Premier Lounges include : a) Front desk reception, where staff warmly welcomes guests and checks on their eligibility for admission to the lounge. b) Have to tabulate daily visitor numbers to the lounge, using Microsoft Excel for basic data entry. c) Perform regular checks on defects on lounge furniture and fittings and report to the Duty Manager d) Assist to ensure and replenish food in the chafing dishes and other bread ovens etc., so that there is always adequate food quantities presented for all guests e) Competencies in lounge products and services, so that they are able to introduce its facilities to visitors 1.8 Duties at DBS Asia Treasures Lounge include : a) Front desk reception, where staff warmly welcomes guests and checks on their eligibility for admission to the lounge. b) Serving food and beverages to all guests and be able to give a brief introduction of the food and beverages they are serving c) Clearing the tables when guests leave d) Any other relevant assigned by DBS Asia Treasures Centre Manager 2 Requirements for Supervisor & Workers 2.1 N level with a credit in English; 2.2 Presentable and well groomed; 2.3 Positive attitude, with excellent customer service skills; 2.4 Good communication skills and culturally sensitive; 2.5 Possess mental alertness and eye for details; 2.6 Possess basic computer skills; and 2.7 Contractor to provide on-site Supervisor for all shifts. 3 Attire 3.1 2 sets of uniform per staff will be provided annually by SAS up to a maximum of 150% of the daily contracted staff strength. Any additional uniforms will be paid for by Contractor. 3.2 Contractor to be responsible for the return of the uniforms to SAS upon cessation of contract with SAS.
Page 4 of 6 4 Training Requirements by SAS 4.1 Training will be provided by SAS; 4.2 During the training period (both classroom and on-the-job training), workers will be paid 75% of contracted rate. 5 Service Level Agreement 5.1 In addition to the standard liquidated damages in the agreement, the following are additional clauses: AMOUNT OF DAMAGES S/NO. DESCRIPTION 5.1.1 Any incidence of mishandling or complaints from passengers; $75.00 per incident / complaint 5.1.2 Failure to report at arrival or departure gate on time; $75.00 per occasion 6 Other Requirements 6.1 Transport costs for shifts between 2330 0600 hours to be borne by Contractor; 6.2 Contractor to be responsible for the application of security passes as necessary. 7 Application of Rates 7.1 Weekend rates will apply to Saturdays, Sundays & Public Holidays only. 7.2 Rates will not apply to the one hour compulsory meal break. 8 Work Schedule 8.1 Please scroll down.
Page 5 of 6 PASSENGER SERVICES - Airline Ops Service Crew Requirements for :- 1) T1 Special Services Lounge Duties (9-hour Shifts including 1 Hour Break-time) 0000-0900 1 0530-1430 2 0630-1530 4 1330-2230 1 1500-2359 3 1600-0100 5 1800-0300 2 Sub-total 18 2) Rainforest (PPU) Lounge Duties (9-hour Shifts including 1 Hour Break-time) 2300 0800 1 0730-1630 1 0800-1700 1 1500 0000 1 1600 0100 1 1800 0300 1 Sub-total 6 3) SATS Premier Lounges T1/T2/T3 (9-hour Shifts including 1 Hour Break-time) 0900-1800 1 0930-1830 1 1300-2200 1 1500-2359 1 1600-0100 1 1800-0300 1 Sub-total 6
Page 6 of 6 4) DBS Asia Treasures Lounges T2 / T3 (9-hour Shifts including 1 Hour Break-time) 0700-1600 3 1600-0100 2 Sub-total 5 5) QF/BA Check-In & Gate Arrival/Departure (9-hour Shifts including 1 Hour Break-time) 1600-0100 6 Sub-total 6 6) Private Jet Handling (9-hour Shifts including 1 Hour Break-time) 0530-1430 1 0630-1530 1 1330-2230 1 1600-0100 1 Sub-total 4 7) TravelSky/SITA Check-In & Gate Arrival/Departure (9-hour Shifts including 1 Hour Break-time) 0500-1400 2 0700-1600 2 1200-2100 2 1300-2200 1 1600-0100 1 Sub-total 8 oooooo