Cabin Crew Member
Job Purpose:
The Cabin Crew Member serves as a vital ambassador for the airline, dedicated to fostering customer loyalty and upholding a positive corporate image. Through the provision of exceptional customer service, this individual ensures passenger safety and comfort throughout the entire flight experience. This role requires the individual to be consistently prepared for duty, maintaining peak productivity in accordance with established company policies and procedures.
Key Responsibilities:
Conduct:
- Ensures punctuality, appropriate grooming, and fitness for duty for all assigned flights, while also attending pre-flight briefings to ensure comprehensive understanding of flight specifics, responsibilities, targets, security protocols, and boarding procedures.
Safety Measures:
- Provides clear instructions to passengers regarding safety protocols, prioritizing their safety and comfort at all times.
- Proactively identifies potential safety and security risks, collaborating with the Cabin Supervisor to implement corrective measures as outlined in Standard Operating Procedures (SOPs).
- Administers first aid to passengers as required.
- Promptly reports any irregularities or malfunctions to the Cabin Supervisor, Flight Crew, and Captain, as necessary.
Customer Service:
- Extends a warm welcome to passengers, assists with boarding procedures, and accurately records relevant information in the aircraft logbook, adhering to both airline and Civil Aviation Authority regulations.
- Delivers consistent and outstanding customer service by addressing individual pre-bookings, requests, and needs.
- Identifies and provides support to passengers experiencing stress or challenges, in accordance with established policies and procedures outlined in the Operations Manual and other pertinent instructions.
- Contributes to maximizing on-board revenue and the "Charity Cloud" program by effectively promoting in-flight meals, products, and charity initiatives, thereby contributing to both individual and team goals.
- Ensures the accurate and secure handling of cash and credit card transactions related to individual sales and donations.
Crosschecking and Reports:
- Conducts thorough pre-flight checks to confirm adequate supplies, emergency equipment, catering provisions, and other designated items, promptly reporting any discrepancies to the Cabin Supervisor and/or Captain.
- Collaborates in ensuring the aircraft cabin is thoroughly cleaned at transit stations and that adequate catering and duty-free products are replenished before departure.
- Ensures an orderly and comprehensive handover/takeover of the cabin to/from catering, cleaning, and/or maintenance staff.
- Conducts post-flight briefings and assessment reports, as per established policies and procedures; provides objective evaluations of the Cabin Supervisor, communicates any in-flight problems or discrepancies, and ensures the proper closure and sealing of duty-free containers.
- Reports on passenger conduct to the Cabin Supervisor, and undertakes the responsibilities of ‘Cabin Supervisor’ when delegated by the Captain.
- Maintains a high level of professional and safety knowledge, ensuring competitiveness by actively participating in recurrent trainings, emergency procedures training, and educational workshops while also maintaining a current license.
- Contributes to team success by achieving allocated sales targets and objectives.
Qualifications:
- A Diploma or Higher Secondary Certificate is required; a diploma in Travel/Tourism is advantageous.
- Training in First Aid, Safety, and Emergency Procedures is highly desirable.
- Must be fit to fly, possessing good general health with no serious medical conditions or chronic diseases.
- Maintains a presentable appearance, a friendly demeanor, and exhibits a cheerful and positive attitude, even under pressure.
- Must be customer service-oriented, demonstrating the ability to comprehend and fulfill customer needs and requests.
- Capable of effectively managing difficult situations and interactions with dissatisfied customers without negatively impacting the corporate image.
- Demonstrates focus and the ability to identify irregularities and manage threats and emergencies with efficiency and a commitment to successful outcomes.
- Proactive, self-motivated, and possesses initiative, while also demonstrating positive teamwork skills.
- Exhibits exceptional verbal and written communication skills.
- Demonstrates excellent time management and problem-solving abilities.
- Proficient in Microsoft Office Suite.
- Fluent in English; proficiency in other languages is an asset, dependent on airline requirements.
Work Experience:
- Fresh graduates are welcome to apply.
- Prior experience as cabin crew or in a customer service role within the airlines/aviation/or hospitality industries will be considered an advantage.
- Possession of an active cabin crew license is an asset.
- Must be able to work in a shift pattern and for extended working hours.
- Demonstrates adaptability to frequent changes and busy schedules.
- Must be able to demonstrate the capacity to contribute to and achieve success within established policies, procedures, and key performance indicators.