Transport and logistics
Cabin crew
Providing excellent customer service to passengers while ensuring their comfort and safety throughout the flight.
Summary
The role of an air cabin crew member is to primarily ensure customers safety at all times whilst onboard the aircraft. They also provide excellent customer service to customers throughout the flight. They are trained to deal with security and emergency situations which may arise and can administer first aid to customers. Cabin crew may work for commercial organisations, working with large volumes of customers, or may work with small groups of customers on smaller aircraft. To achieve this, cabin crew are required to adapt to the needs of a wide range of individuals and customers and will need to understand how their needs can be accommodated. This may be from supporting nervous customers, individuals with young children, and those with special dietary or medical requirements. Some cabin crew may work as part of the armed forces, providing services for Royalty, Ministers and other dignitaries.
Knowledge, skills and behaviours (KSBs)
K1:
The standards required for personal presentation and that of the cabin (including organisation uniform standard)
K2:
Systems, procedures and monitoring requirements for pre-flight checks, briefings and boarding of customers and their items
K3:
How to maintain service equipment and address identified failures and processes to minimise disruption and delay, allowing for alternative arrangements to reduce chance of injury, and ensure on time performance
K4:
The typical customer profile for the organisation and how the services provided are matched to it
K5:
The destination profile and how the flight may be adapted according to this
K6:
Organisational procedures for Passengers with Reduced Mobility (PRM) and other special assistance which may be required
K7:
The protocols required for specific areas, locations, press, security, carrying of items that may require specific care
K8:
The protocols when Royalty, Ministers and Dignitaries are on board
K9:
How to deal with complex customer needs which may affect the onboard operation, including challenging situations in individual and group situations
K10:
The pre-take off checks which must be conducted once doors are closed
K11:
Thorough knowledge of the organisations service routines for specific flight/route/sector
K12:
The procedures for service recovery and procedures for any possible issues that arise, including understanding of approved maintenance records and report forms
K13:
The required on board targets for service and sales, in line with organisations procedures*
K14:
Process to report of defective equipment
K15:
Understanding of disembarkation procedures including monitoring of all customers including special categories of customer
K16:
The post flight checks and duties which must be conducted
K17:
Security of on-board resources and adherence to local regulations and practices
K18:
The importance of legislation, procedures and regulations relating to an aviation environment in order to apply and deliver organisational compliance requirements within own area of responsibility
K19:
Requirements for maintaining aviation security in own area of authority and action to take in the event of a breach of security
K20:
Health and safety legislation in aviation both in relation to own role and organisation, including how to monitor it
K21:
Requirements and importance of crew members fitness and actions which must be taken if unfit for duty
K22:
The organisation’s safety management systems and safety culture
K23:
Understand the purpose of the organisation including its vision, objectives and brand / organisational standards, how they compare to its competitors and how own role, and the team, help to achieve them
K24:
The vision, objectives and values of the organisation
K25:
How to operate commercially with the aim of achieving and exceeding targets and how these contribute to achieving the overall organisational objectives
K26:
The principles of Cockpit/Crew Resource Management (CRM) and how to apply them
K27:
The principles of human factors
Technical Educational Products
- ST0558: Cabin crew (Level 3) Approved for delivery
- Reference:
- OCC0558
- Status:
Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/01 Flight attendants
- 6213/99 Air travel assistants n.e.c.
- 6219/02 Ship stewards (excludes catering)
S1:
Liaise with the customer, airport, ground staff, suppliers and colleagues to ensure the efficient loading of catering and ancillary items and boarding procedures meet service standards and aviation regulations.
S2:
Proactively address issues that arise during boarding, making effective decisions to ensure a satisfactory outcome and on time departure
S3:
Monitor cabin environment, appearance and on board facilities to ensure customer satisfaction and adherence to operational standards, and using controls to adjust it
S4:
Communicate effectively with customers, flight and cabin crew and other parties in the event of disruption, keeping them informed of progress, actions and results
S5:
Follow procedures to assist passengers with reduced mobility (PRM) or other requirements for special assistance
S6:
Address complex customer needs to ensure service standards and individual requirements are maintained
S7:
Complete the on board food, beverage and retail service provided by the organisation in line with standards and quality measures*
S8:
Communicate effectively with colleagues, flight crew, ground operational teams and customers at appropriate times to ensure service efficiency, safety and security and timely reporting of defective equipment is maintained
S9:
Conduct in flight checks and monitor customers and onboard facilities
S10:
Ensure post service requirements are completed, including reconciliations of stock / money or cash equivalents as required
S11:
Communicate and co-ordinate with flight crew, colleagues, customer and ground staff to ensure disembarkation procedures meet safety and service standards
S12:
Address issues that arise during disembarkation making effective decisions to ensure a satisfactory outcome
S13:
Ensure post flight requirements are completed including security of on-board resources and adherence to local regulations and practices as required
S14:
Participate in post flight debrief and duties.
S15:
Ensure self and team monitor and apply the compliance legislation, procedures and regulations commensurate to your role
S16:
Identify risks and non-compliance, ensuring corrective actions are taken or situations are escalated in accordance with organisation’s procedures
S17:
Identify and address / report actual or potential hazards
S18:
Record and report safety and security incidents including self-reporting when required
S19:
Actively engage in a safe, open and honest working environment
S20:
Work with the team to maintain brand / organisational standards at all times and identify and address any potential risks according to organisational procedures
S21:
Make decisions that satisfy the needs of the customer while delivering for the organisation
S22:
Achieve and aim to exceed commercial targets by applying techniques that are appropriate to all customer profiles
S23:
Apply principles of Cockpit/Crew Resource Management (CRM) and human factors
Technical Educational Products
- ST0558: Cabin crew (Level 3) Approved for delivery
- Reference:
- OCC0558
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/01 Flight attendants
- 6213/99 Air travel assistants n.e.c.
- 6219/02 Ship stewards (excludes catering)
B1:
Be vigilant and proactive in promoting a safe, reliable, secure and compliant working culture
B2:
Embrace and promote the brand behaviours of your organisation
B3:
Conveys a genuine warm welcome, with a desire to help and a positive attitude
B4:
Being visible, approachable, treating customers, colleagues and other stakeholders with courtesy and respect at all times
B5:
Demonstrates team working, supporting colleagues and embracing diversity
B6:
Takes ownership and personal responsibility of your role and working environment
B7:
Use your initiative and resilience to problem solve and escalate when required as per your company procedures
B8:
Display loyalty, integrity and accountability to the organisation
B9:
Commit to continuous development of self, including awareness of organisational communications and regulatory updates
B10:
Identifies the needs of customers and adapts to different needs
B11:
Demonstrates commercial awareness to deliver an agile, efficient and professional service
Technical Educational Products
- ST0558: Cabin crew (Level 3) Approved for delivery
- Reference:
- OCC0558
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/01 Flight attendants
- 6213/99 Air travel assistants n.e.c.
- 6219/02 Ship stewards (excludes catering)
