Qatar Airways rebrands cabin crew recognition programme
Date
8/17/2016 1:25:14 AM
(MENAFN- The Peninsula) Rossen Dimitrov (second left), Qatar Airways Senior Vice-President, Customer Experience, with the first Kafou honourees, chosen for representing the airline";s service values, yesterday.
The Peninsula
DOHA: Qatar Airways"; (QA) Customer Experience team announced the rebranding of its cabin crew recognition programme, Kafou — which means 'job well done” — and the addition of colleague feedback to help recognise superior service as it happens on board QA flights.
Kafou combines feedback from multiple sources and consolidates data into a single system for easier processing, faster recognition of stellar cabin crew, and integration into the cabin crew performance system. Kafou elevates the former recognition programme for the benefit of QA";s 10,000 cabin crew, with faster feedback loops and the ability for the Customer Experience leadership team to provide kudos and share customer — and now, colleague — feedback.
Customers can continue to provide feedback in their preferred method — through direct feedback on board, via ‘Tell Us"; forms provided on all aircraft or via ‘Tell Us"; on QA website (http://www.qatarairways.com/qa/en/tell-us.page).
Feedback is factored in to the cabin crew member";s review of overall guest experience delivery and is taken into consideration for their annual performance review and career progression path.
Rossen Dimitrov, Senior Vice- President, Customer Experience, QA, said: 'We encourage our crew members on board to constantly challenge themselves to deliver customer experience that is personalised, purposeful, and pleasant.
'QA is proud of the young men and women who serve as our brand ambassadors on board and their commitment to excellence and as such we wanted to extend upon our existing feedback programme so that all of us — fellow colleagues and our loyal passengers — can take part in congratulating cabin crew for a job well done,” he added.
The programme relaunch was celebrated yesterday at an official ceremony, recognising cabin crew who best demonstrate the values that have helped make QA on board service world-class.
Jonathan Michelsen, Elbert Hernandez, Hiba Rqfiq, Clarence Virtudazo and Nathanael Hovee were recognised for Safety First; Ambassadors of the Brand; Business Awareness; and Leadership, respectively.
The cabin crew community at QA is diverse, comprising over 120 nationalities and speaking more than 160 languages.
The cabin crew have consistently ranked as one of the world";s best cabin crews, including being awarded Best Airline Staff Service in the Middle East three times.