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Online Pre-Course Workbook Online Pre-course Workbook VERSION 2, JANUARY 2017 Contents Pre-Course Workbook Introduction 3 Pre-course Information 3 Welcome to Aer Lingus 4 Welcome from our CEO 4 Our Vision and Strategy 5 Our Values and Behaviours 7 Our Story 8 A Day in the Life 11 Keeping up-to-speed 12 Social Media 13 General Airline & Aviation Information 14 Understanding our industry 15 Our Fleet 16 Our Route Network 18 Airport codes & Airline codes 21 Phonetic Alphabet 24 Common Language 24 24 Hour Clock 25 Airline Terminology & Abbreviations 28 Aircraft Terminology 32 Aircraft Flying Controls 33 Phases of Flight 34 Our Guests 35 Our ‘Guest’ Philosophy 35 Understanding our Product and Service 39 Our Service Standards 41 Our Uniform and Grooming Standards 46 Workbook Online Activities 49 Aer Lingus Pre-course Workbook 2016 Contents 2 Introduction Pre-Course Information This workbook aims to provide you with some introductory information to proceed successfully into your initial training with Aer Lingus. All new candidates are expected to read through this workbook, completing the This icon identifies websites for you to online activities in each section to build a access further solid foundational knowledge in our airline information and topics relevant to your future role. After you have completed this online work- book you will be able to: • Gain introductory knowledge of Aer Lingus This icon indicates • Better understand general aviation an online activity which information and terminology you must complete • Gain introductory knowledge of our service ethos The completed activities will be submitted to your trainer for evaluation. Aer Lingus Pre-course Workbook 2016 Introduction 3 Welcome to Aer Lingus The Airline Industry is extremely competitive, dynamic and challenging. Here in Aer Lingus we value people with the determination and passion to deliver great guest service, and drive our business forward. Each and every one of us plays a crucial role in helping to create a culture where we all work together towards a common goal. People with the right skills and a positive attitude have a fantastic future in Aer Lingus. Stephen Kavanagh Chief Executive Officer Aer Lingus Pre-course Workbook 2016 Welcome to Aer Lingus 4 Our Vision and Strategy Aer Lingus is an iconic brand with a proud history and heritage. Our people are passionate about our brand, our guests and our service. As we continue to transform the organisation to create a successful future for Aer Lingus, it’s important that we create a culture where we work together towards one common goal. Our strategy Our vision for ‘Connecting Ireland to the World’ is: is to be recognised as a safe airline Exploit the opportunities and the leading carrier, that arise from our network to develop n o new markets utilising Ireland as a hub. o u O er a value proposition ’Connecting i r guided by the consumers' desire for low is s cost air travel at competitive prices, v t with consistent delivery and quality service. Ireland to r r a Di erentiate ourselves from the competition through investment in u t the World’. innovative products and engaged,high e o performing people. We will be the airline of choice g Enable all of this for guests on the routes we serve, y while delivering attractive returns for by commercial partnerships and our shareholders. We will achieve technology leadership. this through the expertise of our Be proud of our heritage engaged, enthusiastic and high-performing workforce. and willing to address barriers to the changes that are required to remain competitive and relevant in ou our chosen markets. r values Our values Team Honesty We rely on the collaborative e orts of our We keep our promises, are loyal and act ethically high performing teams who, together, and in conformity with the law. We communicate make Aer Lingus unique, successful and safe. truthfully and comprehensively. Humanity Courage We support and trust each other in an open and Change is constant and essential. We consider it respectful manner. We actively seek feedback on Performance an opportunity and face it con dently and with our performance and behaviour and engage in We foster a performance culture. We support our creativity. We are accountable and take ownership constructive dialogue. employees to achieve their potential. We reward success. of our goals. Our Vision Our vision is to be recognised as a safe airline and the leading carrier, ‘Connecting Ireland to the World’. We will be the airline of choice for guests on the routes we serve, while delivering attractive returns for our shareholder. We will achieve this through the expertise of our engaged, enthusiastic and high-performing workforce. Aer Lingus Pre-course Workbook 2016 Welcome to Aer Lingus 5 Our Strategy Our Strategy for connecting Ireland to the world is: Exploit the opportunities that arise from our network to develop new markets utilising Ireland as a hub. Offer a value proposition guided by the consumers’ desire for low cost air travel at competitive prices, with consistent delivery and quality service. Differentiate ourselves from the competition through investment in innovative products and engaged, high performing people. Enable all of this by commercial partnerships and technology leadership. Be proud of our heritage and willing to address barriers to the changes that are required to remain competitive and relevant in our chosen markets. Our strategy Our vision for ‘Connecting Ireland to the World’ is: is to be recognised as a safe airline Exploit the opportunities and the leading carrier, that arise from our network to develop n o new markets utilising Ireland as a hub. o u O er a value proposition ’Connecting i r guided by the consumers' desire for low is s cost air travel at competitive prices, v t with consistent delivery and quality service. Ireland to r r a Di erentiate ourselves from the competition through investment in u t the World’. innovative products and engaged,high e o performing people. We will be the airline of choice g Enable all of this for guests on the routes we serve, y while delivering attractive returns for by commercial partnerships and our shareholders. We will achieve technology leadership. this through the expertise of our Be proud of our heritage engaged, enthusiastic and high-performing workforce. and willing to address barriers to the changes that are required to remain competitive and relevant in ou our chosen markets. r values Our values Team Honesty We rely on the collaborative e orts of our We keep our promises, are loyal and act ethically high performing teams who, together, and in conformity with the law. We communicate make Aer Lingus unique, successful and safe. truthfully and comprehensively. Humanity Courage We support and trust each other in an open and Change is constant and essential. We consider it respectful manner. We actively seek feedback on Performance an opportunity and face it con dently and with our performance and behaviour and engage in We foster a performance culture. We support our creativity. We are accountable and take ownership constructive dialogue. employees to achieve their potential. We reward success. of our goals. Aer Lingus Pre-course Workbook 2016 Welcome to Aer Lingus 6 Our Values and Behaviours As part of your induction on Day 1, you will be introduced to our Values and Behaviours. To deliver our vision of ‘Connecting Ireland to the Courage INDIVIDUAL CONTRIBUTOR TEAM SUPERVISOR World’, it is important that we understand the Makes things happen, delivers results. Has a 'can-do' attitude Helps others deliver values and behaviours that define us as part of Change is constant and essential. Aer Lingus. This is about who we are and focuses We consider it an opportunity Makes decisions Makes decisions, sees things through and face it confidently and Confronts and overcomes local Identifies and overcomes obstacles on our five values of: with creativity. We are barriers to change accountable and take Explores new ways of working. Adapts Open to new ways of working • Team ownership of our goals. approach to the needs of the business • Humanity Willing to take calculated risks Takes calculated risks to deliver Speaks up when things go wrong. Speaks up when mistakes are made. • Courage Not afraid to ask for help Flags and escalates issues as appropriate • Performance Learns from mistakes, bounces Learns from mistakes and moves on. back and keeps going Does not blame others • Honesty 12 Team INDIVIDUAL CONTRIBUTOR TEAM SUPERVISPORerformance INDIVIDUAL CONTRIBUTOR TEAM SUPERVISOR Shares knowledge and time with Shares knowledge and ideas Brings out the best in others Instils confidence and self-belief in others colleagues. Helps others out with colleagues We rely on the collaborative We foster a performance Works with ease with colleagues from Works together with colleagues Understands the purpose and direction Shares the overall team goals with efforts of our high performing other teams or functions cultuto delivree.r. We support our to make things happen of the team. Asks for clarity when the team. Provides clarity on tasks teams, who together, Encourages others to woremployeek together s to achieve this is unclear and objectives Supports the development and make Aer Lingus unique, Builds and maintains strongtheir work inpotentig al. We Seeks development to improve Builds relationships with colleagues progression of others. Seeks development relationships within and across teams own performance successful and safe. reward success. to improve own performance Listens to the issues facing colleagues. Provides honest and respectful Listens to colleagues Provides feedback to colleagues Helps others be heard feedback to colleagues Tackles underperformance as it Supports colleagues to Involves Others Includes others happens. Offers structured support to improve performance underperforming colleagues, as needed Maintains contacts with others Builds relationships with outside the team to build knowledge Recognises and celebrates the others outside the team Celebrates success with others and best practice success of others 6 10 INDIVIDUAL CONTRIBUTOR TEAM SUPERVISOR Humanity Honesty INDIVIDUAL CONTRIBUTOR TEAM SUPERVISOR Is trustworthy.
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