Carreras Cortas - Caribbean Aviation Training Institute · Servicio al Cliente Cruceros – toda función recibiendo y embarcando turistas ... comunicación efectiva, seguridad y

CARIBBEAN AVIATION TRAINING INSTITUTE, INC. P.O. Box 810300, Carolina, P.R. 00981 – Ave. José A. Santana, Ed. CAF1, Base Muñiz, Suite 203,

Carolina, P.R., 00979 Tel: 787.253.2030 www.caribav.com [email protected]

Carreras Cortas

Oficial de Servicios Aeroportuarios y Turísticos (03 WEEKS – 4 HOURS PER DAY)

CLASS TIMES: 1300-1700

Conocimientos básicos incluidos en: Servicio al Cliente Aeropuerto – todo proceso de aerolíneas, leyes y regulaciones Servicio al Cliente Cruceros – toda función recibiendo y embarcando turistas Seguridad Privada Aeroportuaria – apoyo a aerolíneas mantener directrices TSA Servicios de Apoyo Aeronave Rampa y Limpieza

---------

Cursos Individuales (2 WEEKS – 4:30 HOURS PER DAY)


Proveedor de Servicio al Cliente/Customer Service Providers

Este adiestramiento surge de la necesidad de los empresarios aeroportuarios y de la industria turistica en general de contar con un elemento trascendental en el desarrollo de sus negocios: proveer al cliente un servicio de excelencia, a base de sus necesidades, en el menor tiempo posible, con cortesía y calidad total. Este incluye la discusión de conceptos, técnicas y principios que aplican al brindar servicios al cliente tales como boletería, servicios especiales, los elementos básicos del buen servicio, comunicación efectiva, seguridad y atención en caso de emergencia y estrategias de servicio. Este curso puede ser

tomado individualmente o como parte del programa Administración de Servicios Aeroportuarios y Turísticos. This course is in response to the urgent need by the service providers, FBOs, Ground Handlers and airlines for qualified, well trained candidates which can help the employers meet and exceed service excellence expected from their customers. With courtesy, with skills and in an OJT format, this course is condensed and without fillers. It includes several discussions, from concepts and techniques to ticketing, special services and handling of the physically challenged. Discussed also are the basic elements of customer service, effective communications, personal and corporate security, emergency situations and others. This course may be taken individually or as part of our Airport and Tourism Support Services Administration program.



Especialista de Rampa Aeroportuaria / Airport Ramp Services Specialist

El adiestramiento incluye los fundamentos que aplican al procedimiento correcto de la operación de rampa según la reglamentación federal (FAA y TSA) que aplica, discutiendo temas tales como: sorteo de maletas y equipaje, procedimiento de seguridad internacional, movimiento y control de la rampa, salidas y llegadas de aeronaves, reglas, vocabulario y procedimientos aeroportuario, dialogo con el personal en la cabina de mando referente a los sistemas de apoyo y movimiento de la aeronave, prevención de daños de avión y equipaje, y seguridad de personal, entre otros asuntos. Este curso puede

ser tomado individualmente o como parte del programa Administración de Servicios Aeroportuarios y Turísticos.

This module includes fundamentals and general principles aplicable to procedures in the airline and airport ramp operations in accordance with applicable Federal Air Regulations (FAA & TSA). Topics discussed are baggage sorting and handling, international security procedures, arrival and pushback procedures, countdown to departures, air-to-ground communications, ground support familiarization, aircraft damage and personal injury prevention among others. This course may be taken individually or as part of our Airport and Tourism Support Services Administration program.

Especialista de Agente de Seguridad Aeroportuaria

El curso tiene el propósito de relacionar al participante con todos los procesos y códigos de seguridad requeridos por las líneas aéreas o agencias aeroportuarias, así como los servicios que se le brindan al cliente en los procesos de embarque y desembarque en el aeropuerto. El adiestramiento incluye los siguientes aspectos: operador de equipo de rayos x, proceso de inspección de pasajeros, proceso de cacheo, , artefactos explosivos improvisados, inspección de equipaje de mano, inspecciones especiales,

movimiento de pasajeros discapacitados, y ejecución y administración de los procesos de seguridad aeroportuarios en general, según: FAA, TSA, Departamento Agricultura, Aduana y Auditoria Interna. Este curso puede ser tomado individualmente o como parte del programa de Administración de Servicios Aeroportuarios y Turísticos. This course covers all aspects of the security procedures required by the TSA but performed by the airline itself or its designee. Includes aircraft searches, handling of IEDs, security procedure adherence, handling of physically challenged passengers as well as general hand luggage inspection and pat-downs. The course can be taken individually or as part of our Airport and Tourism Support Services Administration program.



Agente de Limpieza de Aeronaves / Aircraft Cleaning Agent

Este entrenamiento tiene como propósito introducir al estudiante en el estudio de todos los aspectos del procedimiento correcto y seguro de limpieza del interior y exterior de la aeronave establecido por las regulaciones federales. Incluye el uso del equipo y materiales y las políticas de desinfectación sanitaria, limpieza de la cabina de aeronaves, terminologías, entre otros aspectos. Este curso es parte del programa Administración de Servicios Aeroportuarios y Turísticos.

As part of the cleanliness program of most airlines, this course explains rules and regulations, do's and

don’ts according to the airlines, FAA, EPA. Ports Authorities as well as the correct methodology to be used while servicing an aircraft whether it is interior vs. exterior cleaning. This course is part of our Airport and Tourism Support Services Administration program.

Agente Carga Aérea / Air Cargo Agent

Este adiestramiento tiene el propósito de proveer al estudiante los conocimientos, destrezas y la actitud laboral en torno al manejo, regulaciones, y otras áreas de servicios relacionados con el movimiento de carga general en los aeropuertos a través de las líneas aéreas, mediante el desarrollo de un plan de acción que atienda tanto la conceptualización como la práctica en un escenario real de trabajo. Este curso puede ser tomado individualmente o como parte del programa Administración de Servicios Aeroportuarios y Turísticos. The purpose and objectives of this training is to

provide the participants the skills and understanding related to the handling of air cargo including regulations. The module includes in its action plan the OJT format used today by all air carriers. This course may be taken individually or as part of our Airport and Tourism Support Services Administration program.

--------



LINEAS AEREAS Y TURISMO

AIRPORT AND TOURISM SERVICES ADMINISTRATION (720 HOURS/30 WEEKS – 4 DAYS PER WEEK - 6HOURS PER DAY)


RAMP 102 90 hours 3 credits Definitions, goals and objectives; rules and regulations, documentation, video presentations and various support publications This study program will provide the participant the ability to understand and perform their duties safely and in a secure environment. Material covered includes aircraft and luggage damage prevention, correct countdown to arrival and departure procedures, TSA driven bag-match procedures, FOD control, international city code regulations and GMT reference. Use of on-the-ground support equipment is also covered with great detail. Course includes Air Cargo waybill and shipment procedures, International and domestic security regulations and procedures, sensitive shipments such as human remains, live organs and animals, Interline and online transfers. CUST 102 90 hours 3 credits Definitions, goals and objectives; rules and regulations, documentation, video presentations and various support publications This study program will provide the participant the ability to understand and perform their duties safely in a secure environment while dealing with the public. Material covered includes customer processing, completes glossary and terminology, DOT Part 382 and dealing with the American Disabilities Act, countdown to arrival and departure procedures, TSA required electronic bag-match procedures, international city code regulations and GMT reference. Stress management while dealing with a difficult customer. Familiarization with irregular procedures at airports and dockside as well as familiarization of cruise decks and onboard services are also presented. Also covered is the proper use of jetways and boarding bridges as well as mobile steps. The program also covers awareness of HAZMAT/DG material. SECC 102 90 hours 3 credits Definitions, goals and objectives; rules and regulations, procedures, video presentations and various support publications This study program will provide the participant the ability to understand and perform their duties safely in a secure environment while performing private security procedures and aircraft servicing. Material covered includes the latest in TSA type private security procedures, regulations and familiarization with automated and hand-held metal detectors, X-Ray screening, emergency security situations, manual “pat-down” procedures, meeting GSC requirements, DOT Part 382 and dealing with



the American Disabilities Act, Special inspections to the physically challenged and crew members. Full IED awareness and its components. Aircraft searches and findings while performing aircraft cleaning. Differences between turn-clean and RON cleaning, correct use of chemicals and countdown to arrival and departure procedures, lavatory servicing and its restrictions and limitations. Also covered are PSK kit requirements and aircraft cleaning. ENGC 101 90 hours 3 credits Definitions, goals and objectives; rules and regulations, procedures, video presentations and various support publications This study program will provide the participant the ability to understand and perform conversational duties clearly and in a concise manner. Material covered includes complete review of traditional conversations at different point of the customer interaction such as disembarkation, boarding transfer transports, airport arrival and check-in, aircraft boarding procedures, Immigration and customs announcements and typical every day airport service provider-to-client dialogs. Conversational English (job specific) covers most daily conversations during any transaction in the travel industry as well as directional and informational situations. GOVA 101 90 hours 3 credits Definitions, goals and objectives; rules and regulations, procedures, video presentations and various support publications This study program will provide the participant the ability to understand and perform their duties as they interact will all members in the airport and travel community. Material covered includes complete review of all government agencies and their functions within the travel trade including FBO and other suppliers and how it affects their relationship with airlines and airport agencies. This course also allows the participant to understand the quality assurance programs applied by all members of the community and how it impacts customer satisfaction. TOUR 201 90 hours 3 credits Definitions, goals and objectives; rules and regulations, procedures, video presentations and various printed publications This study program will provide the participant the ability to understand and perform their duties as they interact will all members in the airport and travel community. Material covered includes complete understanding the commercial and environmental impact of tours and its organizers. This course also covers ecotourism and the regulations required to maintain the balance between adventure, fun, safety and the ecology. Sales, reservations, merchandising and marketing are also reviewed. Understanding international success stories are also covered.



FMTC 101 90 hours 3 credits Definitions, goals and objectives; certification requirements, documentation and technical publications This study program will provide the participant the ability to understand and discuss aircraft maintenance programs and its purposes in a conceptual and theoretical way. Knowledge of aircraft parts and their purposes and FAA regulations are included and understanding how aircraft reliability is directly related to in-time departures as well as the impact on customer satisfaction. ADMN 101 90 hours 3 credits Definitions, goals and objectives; certification requirements, documentation and technical publications This study program will provide the participant the ability to understand the functions of each member of the travel industry and how they interact. The program covers extensive coverage of FBOs and the selection process together with the IATA SGHA enforcement and its performance variances. Also, presented is how quality assurance programs ensure a positive customer experience. Different supervisory styles, crisis management, performance tracking and rewarding positive variances are also discussed.

Documents

Carreras Cortas - Caribbean Aviation Training Institute · Servicio al Cliente Cruceros – toda función recibiendo y embarcando turistas ... comunicación efectiva, seguridad y