standard verbiage - BLR T1

1 080/BLR Lounge Standard Verbiage Helping passengers with seating: “Allow me to find you a vacant seat” (when busy) “Sir/ Mam would you prefer a lounge seating or table seating, allow me to take you.” Passengers sitting in BLR and asking about 080 Lounge: “Sir/Mam that’s the new 080 Lounge. Passengers travelling Business Class or having Priority Pass Lounge key or Amex Platinum or some selected Visa Signature cards are eligible to access the lounge. They offer a wider choice in the Buffet and provide different areas to relax like Library & Theatre room.” When passenger asks the difference between the buffet from blr and 080 “Sir/Mam,they offer more veg and non veg options in the cold section, hot buffet and desserts. also live counters are different from BLR lounge like risotto counter, pizza counter etc. Passengers sitting in BLR and asking about 080 Lounge: International “Sir/Mam that’s the new 080 Lounge. Passengers travelling Business Class or having Priority Pass Lounge key or Amex Platinum or some selected Visa Signature cards are eligible to access the lounge. They offer a wider choice in the Buffet and also provide Spa services on chargeable basis .” In case passenger asks the cost etc. “Sir/ Mam you can get an upgrade on your card for an amount of Rs. 885 or if you like to walkin it would cost you Rs.2065.” “Sir/ Mam you can get an upgrade on your card for an amount of Rs. 2950 or if you like to walkin it would cost you Rs.4130.” Feedback “Mam/Sir may I have a moment, we would like feedback on your lounge experience. Positive feedback: “We would appreciate if you leave us a google review or tweet about us on twitter. We look forwa rd to serving you again.” Mixed feedback: “Mam/ Sir I have taken a note of what you have said and will certainly share with our team to ensure we improve on it. We look forward to serving you again.” Passenger is busy or will do it at a later time: “No worries, Sir/ Mam, when you get time, please do leave us a google review or tweet about us on twitter.” Have a nice evening/morning/afternoon. Passengers wanting food from the closed section “Sir/Mam we will be opening the Breakfast/Lunch/High tea/Dinner buffet at ……. time, in the meantime would you like me to get you some food from our live counters.” “Sir/Mam, I am sorry we are currently serving Lunch/ Dinner/ High tea menu.” “Sir/Mam, as of now ……. Is not a part of the menu, as its served during breakfast/lunch/dinner menu.” SHRUTI SAHA | BLR INTERNAL & RESTRICTED

2 Passengers complaining about hard/dry/cold Indian rotis on buffet “I am sorry Sir/Mam, since they have been kept on an open buffet they have become cold/hard/dry. May I get you hot rotis directly from the kitchen.” If yes then “allow me to go and get you rotis”. Passengers complaining about not cooked food on the buffet. “Sir/Mam, I am so sorry that the ……. Was not cooked properly, I will personally go and inform the chef and have it replaced. In the meantime can I get you something else. I apologize for the inconvenience caused.” Thankyou for sharing the feedback. Guest enquiring about veg options in the 080 menu: “Sir/ Mam you may choose dishes from our cold section, from the hot buffet you have 4-5 dishes to enjoy and we also have vegetarian live counters like pasta counter, parantha counter, dosa counter........ Mam/Sir would you like me to show you the different options.” Nonveg options in the 080 menu : “Sir/ Mam we have non veg option in the salad section, one dry and one gravy dish in the hot buffet. From the live counters you can enjoy non veg pizzas, pasta or rolls. Passengers enquiring about red zone standing in green zone: Non busy time: “Sir/ Mam, there we offer salads, hot buffet, live counters and desserts. Addition to this we also have a bar serving wine and spiritz. Would you like me to escort you?” Busy time: “Sir/Mam, that zone is fully occupied, to avoid inconvenience we have a limited buffet here, would you like me to walk you to the buffet. However if you would like to have food from the live counter, you will have to walk down straight.” Passengers enquiring about babycare: BLR Lounge “Mam/Sir, we do not have a baby care area in the lounge, however you can go down to the 1st floor, its next to the reception, you will find the signage also.” 080 Lounge “Mam/Sir, we do not have a baby care area in the lounge, however you can go down to the 1st floor its next to the BLR reception, you will find the signage also.” International “Mam/Sir, we do not have a baby care area in the lounge, however you can go out and its near the prayer room on the right. Washroom Directions: BLR Domestic: “Sir/Mam the washrooms/restroom are straight and left/right towards the corner” – with an open palm gesture directing the way. SHRUTI SAHA | BLR INTERNAL & RESTRICTED

3 080 Domestic: “Sir/Mam the washrooms/restroom are straight and right/left towards the big screen or right/left behind the grill” – with an open palm gesture directing the way. 080 International: “Sir/Mam the washrooms/restroom are straight and right/left after the Kitchen Live Counter” – with an open palm gesture directing the way. Upselling to VIP Lounge or sharing information about VIP Lounge: “This is an exclusive lounge to make you feel special. The food is served ala carte from a menu curated by Chef Abhijit Saha. They have a wide range of cocktails and premium spiritz from the cocktail and whisky bar, however non alcoholic beverages are served complimentary. The lounge provides you a quiet ambience and lots of privacy.” Passengers enquiring about cost: “Sir/ Mam you can get an upgrade on your card for an amount of Rs. 2950 or if you like to pay directly it would cost you Rs.4130.” “Sir/ Mam you can get an upgrade on your card for an amount of Rs. 5310 or if you like to pay directly it would cost you Rs.6490.” Sequence of Service conversation in VIP Lounge “Good morning/good evening/ good afternoon Mam/Sir, welcome to your lounge.” “Would you prefer lounge seating or the table seating?” “May I offer you hot/cold towel.” “ Would you prefer still, sparkling, infused or alkaline water.” Chilled or room temperature “Here’s the lunch/dinner/breakfast/all day menu followed by beverage and wine menu.” “I’ll reconfirm your order (incase more than 2 dishes or drinks).” “Allow me to go and get you fresh breads while kitchen prepares your order” Or “Allow me to go get you beverage or wine while kitchen prepares your order” Alkaline water has a high PH level and is good for our wellbeing Infused water is alkaline water to which we have added fresh orange and lemon slices Along with mint leaves. Feedback “Mam/Sir may I have a moment, we would like to get feedback on your lounge experience.” Mixed feedback: “Mam/ Sir I have taken a note of what you have said and will certainly share with our team to ensure we improve on it. We look forward to serving you again.” SHRUTI SAHA | BLR INTERNAL & RESTRICTED

4 Passenger is busy or will do it at a later time: “No worries, Sir/ Mam, when you get time, please do leave us a google review or tweet about us on twitter.” Have a nice evening/morning/afternoon. Mocktails description Nojito which is lemon based Pine Passion which is pineapple juice based Virgin Sangria which is cranberry and grape juice based Bloody Shame which is tomato juice based Bar Guest asking for whisky/single malt Our standard pour is 30ml, would you prefer 30ml or 60ml. Would you like your single malt/ whisky on the rocks or with water or soda ? Allow me to get your drink. Would you like some peanuts to munch with your drinks? Types of Tonic water: “Sir/ Mam we are serving classic and infused tonic water from Vaum, flavour : elderflower rosemary. Wines : “We have a selection of white, red and sparkling , Indian and imported wines. Which one would you prefer? When guest orders cocktails/ dishes not from the menu I am Sorry xyz cocktail/ dish is not a part of our menu, however allow to go and check with the bartender and get back to you. 080/BLR Reception Standard Verbiage Welcoming “Good morning/good evening/ good afternoon Mam/Sir, welcome to your lounge.” “May I request for your card and boarding pass?” Thankyou. (Please accept holding with both hands) During card transaction Just to inform you lounge offers Buffet and live counters along with 2 bars which are on chargeable basis. You can also relax in our Library & Cinema zone. During handing over the card and boarding pass back to passenger Please refer to the screens for your flight information as there are no boarding announcements. For wifi please connect to 080 Lounge as username. SHRUTI SAHA | BLR INTERNAL & RESTRICTED

5 Priority Pass Passengers information: “Sir/Mam, thankyou for your card. For the priority pass holders we wont be charging anything, incase there is a debit on your credit card, please contact your card issuer. May I proceed with the transaction?” If passengers enquires about the charge and why we cant check the usage with the device .. We are sorry Mam/ Sir we don’t have the necessary authorization to check the same . Passenger is afraid to add +1 guest on his Priority Pass Sir/ Mam, I completely understand your situation but we don’t have the necessary authorization to check the same. Please check with your card issuer. We recommend that you use another valid card for your guest or pay walkin charges of Rs. 2065 . Priority Pass server down: Sir/Mam, I would like to inform you that the server is down at this point of time. Would you like to swipe another valid card. If Yes: say “thankyou Mam/Sir” while taking the card. “We apologize for the inconvenience caused” while returning the card. If valid cards for BLR lounge only: “Sir/ Mam, this card is accepted at our BLR lounge only which is behind/opposite us. Would you like to go there?. We apologize for the inconvenience caused. Have a great day” If only Priority Pass card: “Sir/ Mam, we request you to wait till the server is up and running, we apologize for the inconvenience caused.” Family of 4 (2 kids above 8 years) travelling and only 2 cards Sir/ Mam, we would like to inform you that your kids would be charged a kids package of Rs. 1032 / 2395 per child. If passenger refuse to pay and mentions that their children will not eat much: “ Sir/ Mam, I completely understand, but as per lounge policy we cannot allow them complimentary, sorry for the inconvenience caused” If passenger has valid cards for BLR Lounge: “Sir/ Mam, these cards are accepted only at our BLR lounge, however you can upgrade them to 080 lounge by paying Rs. 885 and we would be happy to allow your kids to dine with you.” Passenger wants to add a guest to his card “Sir/ Mam, I completely understand, but as per our lounge policy we can only allow the card holder to access the lounge. We are not allowed to swipe more than once in 24hrs. You may use another valid card for your guest, we apologize for the inconvenience caused.” Passenger doesn’t have the relevant cards for 080 lounge : Upgrade option “Sir/ Mam, this card is valid only at our BLR Lounge, however you can upgrade it by paying Rs. 885. Here we offer a wider choice in the Buffet and have live counters. You have access to our bars however on chargeable basis. You can enjoy quite time in our Library or anywhere at our lounge. “Sir/ Mam, this card is accepted at our BLR lounge only which is behind/opposite us. Would you like to go there?. Have a nice day. SHRUTI SAHA | BLR INTERNAL & RESTRICTED

6 Upgrade to VIP Lounge “This is an exclusive lounge to make you feel special. The food is served ala carte from a menu curated by Chef Abhijit Saha. They have a wide range of cocktails and premium spiritz from the cocktail and whisky bar, however non alcoholic beverages are served complimentary. The lounge provides you a quiet ambience and lots of privacy.” Passengers enquiring about cost: “Sir/ Mam you can get an upgrade on your card by paying Rs. 2950 or if you like to pay directly it would cost you Rs.4130.” “Sir/ Mam you can get an upgrade on your card by paying Rs. 5310 or if you like to pay directly it would cost you Rs.6490.” SHRUTI SAHA | BLR INTERNAL & RESTRICTED