Concierge Project User Manual

Concierge Services Workflow - User Manual

of 18 Revision: 0 Date: 30 March 2011

Concierge Services

1. Lounge Access

2. Excess Baggage

3. Commercial Upgrade

4. Meet and Assist (to be introduced

soon)



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.

II. Getting started

1. Head Office (Doha) users and all Outstation offices that have Site-to-Site VPN connectivity can

launch the QR workflow application from the following URL :

http://qrworkflow.qatarairways.com.qa

2. Outstation users who do not have Site-to-Site VPN connectivity, can access the QR Workflow

application through SSL gateway.

a. Please Login to the following Website first https://myapps.qatarairways.com.qa and

provide the user name and password as specified below:

http://qrworkflow.qatarairways.com.qa/

https://myapps.qatarairways.com.qa/



User Name: Staff No

Password: Same as Email Password

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: [email protected]

Phone: +974 4496440

mailto:[email protected]



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.

III. My To-Dos Screen



7. My To-Dos page is the User landing page from where you may also browse for the Requests

„Raised by Me‟, Requests „Actioned by Me‟, „Delegation‟, „Reports‟ and an advanced „Search‟

functionality.

a. My To-Dos lists all the pending requests awaiting your action till date.

b. Create Requests option lists all the available workflows in your department. You may

choose one of the workflows to raise a new request.

c. Show Requests gives you two options, Actioned by Me and Raised by Me.

Raised by Me tab under “Show Requests” lists all the requests raised by you (for e.g.:

Commercial departments, „Lounge Access Workflow‟).

Actioned by Me lists all the requests which have been Approved/Returned/Rejected by

you.

d. Reports tab takes you to the page where you could search, display and generate reports of

all the requests.

e. Delegation helps you to delegate your tasks to another user.

f. Using the advanced Search functionality in the page, you may search and locate specific

task based on Workflow Type/ Request ID/Request Keyword/Requisition Status/Date range

etc.

IV. Create Requests

8. Go to Create Request > click on the “Workflow Name” which you need to raise the request

(Lounge Access, Commercial Upgrade & Excess baggage eg: “Excess Baggage Waiver-

O/S” for Outstations & “Excess Baggage Waiver-HQ” for Head Quarters users).



A. LOUNGE ACCESS: The screen for lounge access request is given below:

a. Fill up appropriate details in the request form, attach necessary documents.

b. Add the passenger information (By adding one-by-one to list).

c. Fill up all mandatory fields (mandatory fields are marked *required against each field).

d. Click on Submit. You get a success page with the Request ID of your request.

For Outstations:

Lounge Access DSM Country

Manager SVP/VP Regional

EVP Commercial

CEO Office

Main Terminal [Silver/ Gold]

Initiates Approves

Premium Terminal Initiates Proposes (or) Initiates

Proposes

Approves

Media / Photography Initiates Proposes (or) Initiates

Proposes Proposes Approves



For Head Office:

Lounge Access Secretary (Commercial) / HO Admin / Sales team member

Mgr. Corporate Sales / Mgr. Sales Development (HO)/ VP Sales (HO)

VP Sales (HO)

EVP Commercial

CEO Office

Main Terminal [Silver/ Gold]

Initiates Approves

Premium Terminal

Initiates Proposes (or) Initiates

Proposes Approves

Media / Photography


Proposes Proposes Approves

Process Flow Diagram :

DSM/SM

Country Manager (CM) Step 2

Step 3 VP/ SVP Regional

Approve/ Proposes

Approve/ Proposes PT

Step 4 EVP Commercial

Proposes PT

PT

Final Approver

*Approver only

in case of Main

Terminal Request

Step 1

Raise MT / PT request

CEO

*Approves only when the

request is for Media /

Photography

Step 5

Approve/ Authorize



B. EXCESS BAGGAGE: The excess baggage request screen is given below:

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

QR Admin

DSM/SM Country Manager

SVP/ VP Regional

EVP Commercial

Up to 15 Kg Initiates Approves

Up to 30 Kg Initiates Proposes (or) Initiates

Approves

Up to 50 Kg Initiates Propose (or) Initiates

Proposes (or) Initiates

Approves

> 50 kg Initiates Proposes (or) Initiates


Proposes Approves



DSM/SM

Raise Excess

Baggage Waiver

Country Manager (CM)

Step 1

Step 3


Approve/ Proposes

Excess Baggage

Authorize Excess

Baggage


Approve/ Authorize Excess

Baggage

Excess Baggage

up to 50 kg

Excess Baggage

exceeding 50 kg

Excess Baggage

up to 30 kg

QR Admin

Step 2

Approve/ Proposes

Excess Baggage

Excess Baggage

up to 15 kg

For Head Office:

Excess Baggage

Secretary (Commercial) / HO Admin / Sales team member

Mgr. Corporate Sales / Mgr. Sales Development (HO)

VP Sales (HO) EVP Commercial

Up to 40 Kg Initiates Approves

Up to 50 Kg Initiates Proposes (or) Initiates

Approves

> 50 kg Initiates Proposes (or) Initiates

Proposes Approves




C. COMMERCIAL UPGRADE: The request screen is given below:

PLEASE NOTE Cabin upgrades are permitted to only one-class upgrade.

PLEASE NOTE Commercial Upgrades will be requested for each Passenger separately.



a. Following are the types of Cabin upgrades:

1. Y to J class

2. Y to F class *applicable for two-class aircrafts

3. J to F class

[Y- Economy class; J- Business class; F- First class]

b. Name of the requesting station will get populated based on the logged in users privilege to

initiate a workflow request (will show the list of stations to which the user is assigned to

create /raise the request). If you have multiple stations, select the appropriate station from

the list.

c. Select proper Category of passenger & Type of Upgrade in the Request Info.

d. Enter all passenger details in the Passenger Info section.

e. Once you enter the Flight details, click on Add Details to add flight upgrade info. You can

add multiple Flight upgrade details, using the add details button.

f. You may also attach files if required. Request can be submitted by clicking on “Submit”

button.

g. All upgrades require Approval by Station Head (Country Managers).

h. For the authority levels and approval process for each Cabin upgrade type, below are the

Rules:

For Outstations:

Cabin Upgrades QR Admin

DSM Country

Manager

SVP/ VP

Regional

EVP Commercial

Y to C class C to F class Y to F class* (Sub load basis)

Initiates


Approves

Y to C class (Firm basis)



Approves

C to F class Y to F class* (Firm basis)



Proposes Approves

For Head Office:

Cabin Upgrades Secretary (Commercial) /

HO Admin / Sales team member

Mgr. Corporate Sales / Mgr. Sales Development(HO)/ VP Sales (HO)

VP Sales (HO)

EVP Commercial

Y to C class C to F class Y to F class* (Sub load basis)

Initiates

Approves

(or) Initiates

Y to C class (Firm basis)


Approves

C to F class Y to F class* (Firm basis)


Proposes Approves




V. Show Requests (Viewing the Submitted request)

a. Go to Show Requests > Raised by Me

This would list all requests which you have raised till date.

DSM

Raise Cabin

Upgrade request

Country Manager (CM)

Step 1

Step 3


Approve/ Proposes

Cabin Upgrade

Authorize Cabin

Upgrade


Approve/ Proposes

Cabin Upgrade

Firm basis & Y-C case

Firm basis & C-F; Y-F* cases

Sub-load basis & Y-C; C-F; Y-F* cases

QR Admin

Step 2

Approve/ Proposes

Cabin Upgrade



Approval Process

In the request listing page, user has 3 options, View/Action, Activity Log and Print

a. “View/Action” would take you to the Request Action Page:

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.



Activity log page

Click on Activity log would take the user to view activity log page where you can see the

workflow approval plan and the actions performed till date.

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.



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.



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.



d. You can view the updated request by going to “Delivered / Not Delivered” service status

page.

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.



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.

Concierge Project User Manual

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