In early 2008 employees of the Service Department and the Aviation Training Centre underwent training at «THAI AIRWAYS TRAINING CENTRE» under Class I passenger service program. The ideas they brought back became a basis for the Imperial service class training program. Imperial service has been introduced onboard new generation aircraft: Boeing-777 and Boeing-747-400.
The program includes:
- service technology training in «Imperial»
- «Impeccable Service»
- «Visage»
The Imperial class represents a totally new level of passenger service quality. It combines the best traditions of Russian imperial families’ hospitality with the latest service technologies and achievements in international civil aviation.
Imperial class service staffs are the cream of the crop. The screening board consisting of: the Service Staff Recruitment and Development Department Head, Department 9 Head, and Evaluation Manager selects the best from among active flight attendants to be trained in the Imperial class.
Candidates are evaluated by many criteria such as:
- professional knowledge;
- appearance, manner of speech;
- ability to communicate with the passengers;
- conflict mitigation skills.
Training is conducted in a special classroom equipped with appliances similar to those used under actual conditions in the Imperial class: chinaware custom-made at the Imperial Porcelain Manufacture, cut-glass wear custom-made in Gus-Khrustalny, hygiene kits, rug blankets, pillows, sleep glasses, and slippers.
The training process consists of two parts: theoretical and practical. The theoretical part deals with the Imperial class service technology. Great attention is given to available appliances and techniques of working with them, table setting for passengers, range of alcoholic beverages, and the menu developed by the best cookery experts based on unique recipes highly appreciated by the Russian emperors. The practical part includes application of theoretical knowledge in actual working conditions and tests the trainees’ skills in performing precise mechanical actions with their hands. The training ends in an exam. The board of examiners evaluates the knowledge of the service technology as well as the ability to communicate with the passengers.
Hospitality, courtesy and impeccable manners make up our working style.
Visage is a project that originated within Transaero. We are proud to have pioneered this particular area among the airlines operating in the post-Soviet territory. An employee’s face is the company’s face, and therefore must meet the highest standards. The idea of this innovation was put forward by Olga Pleshakova, Transaero Airlines Director General.
Perfect appearance of an employee helps establish a personal contact with the client. No excessiveness is allowed here – only an impeccable style and applepie order.
The Visage classroom is equipped with two professional sterilizer units and master make-up artist’s kits containing all necessary items (brushes, powder, eye shadows, palettes etc.). There are 10 workplaces with wall-mounted mirrors, illumination, individual table-mounted rotating mirrors, and special high chairs. The instructor – a highly skilled, certified specialist – shares professional secrets: how to always look impeccable, how to find one’s own unique style, and how to properly present oneself.
All Transaero employees involved in customer service and interaction with the clients are also trained under the Impeccable Service program. Instruction is organized in the form of training sessions that give the personnel an opportunity to acquire human communication skills useful in various situations, practice conflict mitigation methods, and learn how to create an atmosphere of positive and effective communication with the client. During lectures the employees are taught the standards of service adopted by Transaero, the basics of etiquette, the culture of speech, and service behaviour.
The concept of culture – both professional and personal – is inseparable from the quality of the work performed.
Impeccable Service - is both a program and an ideology – and our objective, too. The client’s needs are the primary focus of every Transaero employee.
We offer Quality, Culture and Professionalism demonstrated through outstanding level of service, perfect English language skills, virtuosic performance of special techniques, and knowledge of special service features for every passenger category.
