Job Purpose:
This individual serves as an ambassador for the airline, dedicated to fostering customer loyalty and promoting a positive brand image through consistently exceptional customer experiences. They are responsible for ensuring passenger safety and comfort throughout all phases of flight operations, while maintaining readiness and fitness to perform duties in accordance with established company policies and procedures.
Key Result Responsibilities:
- Conduct: Maintains timely attendance, proper grooming, and fitness for assigned flights. Attends briefings to acknowledge flight details, role assignments, targets, security protocols, and boarding procedures.
- Safety Measures: Instructs passengers on necessary safety procedures, ensuring their safety and comfort. Identifies safety and security risks, collaborating with the Cabin Supervisor to implement corrective actions as per Standard Operating Procedures (SOPs). Administers first aid to passengers as required. Promptly informs the Cabin Supervisor, Flight Crew, and Captain of any irregularities or malfunctions.
- Customer Service: Welcomes passengers and assists with boarding formalities, inputting necessary data into the aircraft logbook according to Airline and Civil Aviation Authority procedures. Provides consistent and excellent customer service by attending to individual pre-bookings, requests, and needs. Identifies and assists passengers experiencing stress or difficulties, adhering to relevant policies and procedures in the Operations Manual and other related instructions. Contributes to on-board revenue and "Charity Cloud" program goals by effectively promoting meals, products, and charitable services, meeting individual and team targets. Ensures the proper and secure handling of cash and credit card payments from sales and donations.
- Crosschecking and Reports: Conducts pre-flight checks to verify sufficient supplies, emergency equipment, catering, and other specified equipment, reporting any deficiencies to the Cabin Supervisor and/or Captain. Assists in ensuring the thorough cleaning of the aircraft cabin at transit stations, along with adequate re-catering and duty-free product provision before flights. Ensures orderly and complete handover/takeover of the cabin with catering, cleaning, and maintenance staff. Completes post-flight briefing and assessment reports according to established policies, offering objective evaluations of the Cabin Supervisor, reporting any flight issues or discrepancies, and ensuring proper sealing of duty-free containers. Reports on passenger conduct to the Cabin Supervisor and fulfills the duties of 'Cabin Supervisor' when designated by the Captain. Maintains professional knowledge and safety awareness through recurrent trainings, emergency procedures drills, and workshops, ensuring a current license. Contributes to team success by achieving allocated sales targets and objectives.
Qualifications (Academic, Training, Languages):
- A Diploma or Higher Secondary Certificate is required; a diploma in Travel/Tourism is advantageous.
- Training in First Aid, Safety, and Emergency Procedures is considered a valuable asset.
- Must be fit to fly, possess good general health, and have no serious medical conditions or chronic diseases.
- Must be presentable, friendly, and display a positive attitude, even under pressure.
- Customer-service oriented, demonstrating the ability to understand and address customer needs and requests.
- Proficient at handling difficult situations and challenging customers without compromising the airline's image.
- Focused and capable of identifying irregularities, as well as effectively handling threats and emergencies.
- Proactive, self-motivated, and a positive team player who demonstrates initiative.
- Possesses very good verbal and written communication skills.
- Demonstrates excellent time management and problem-solving abilities.
- Proficient in Microsoft Office.
- Must be fluent in English; proficiency in other languages is an advantage, based on airline needs.
Work Experience:
- Fresh graduates are encouraged to apply.
- Prior experience as cabin crew or in a customer service role within the airlines, aviation, or hospitality sectors is considered beneficial.
- An active cabin crew license is preferred.
- Must be capable of working in shifts and for extended periods.
- Highly flexible and adaptable to frequent changes and busy schedules.
- Demonstrates the ability to contribute and successfully adhere to policies, procedures, and established KPIs.