Cabin Crew Member
Overview
Job Purpose
The Cabin Crew Member serves as a vital ambassador for the airline, dedicated to cultivating customer loyalty and upholding a positive corporate image. This role is central to enhancing the overall passenger experience by delivering exceptional customer service, while meticulously ensuring the safety and comfort of all passengers throughout every phase of the flight cycle. The individual must consistently demonstrate operational readiness and fitness, adhering strictly to productivity standards and established company policies and procedures.
Key Responsibilities
Conduct
- Ensures punctual attendance, immaculate grooming, physical fitness, and compliance with all legal requirements for assigned flights.
- Participates actively in pre-flight briefings to assimilate flight details, understand role assignments, review targets, confirm security protocols, and prepare for boarding procedures.
Safety Measures
- Delivers comprehensive safety briefings to passengers, ensuring their understanding and adherence to emergency procedures for continuous safety and comfort.
- Proactively identifies potential safety and security risks, collaborating with the Cabin Supervisor to implement corrective actions in strict accordance with Standard Operating Procedures (SOPs).
- Provides immediate first aid and medical assistance to passengers as required.
- Communicates promptly and accurately any irregularities, incidents, or equipment malfunctions to the Cabin Supervisor, Flight Crew, and Captain.
Customer Service
- Extends a warm welcome to passengers and facilitates seamless boarding processes, meticulously recording essential data in the aircraft logbook in adherence to airline and Civil Aviation Authority regulations.
- Delivers consistently excellent customer service, proactively addressing passenger pre-bookings, special requests, and individual needs.
- Identifies and provides compassionate assistance to passengers experiencing distress or difficulties, following established policies and procedures outlined in the Operations Manual.
- Actively contributes to maximizing on-board revenue and charitable initiatives by effectively promoting and selling meals, products, and services, thereby achieving individual and team sales targets.
- Ensures the secure and accurate handling of all cash and credit card transactions for sales and donations.
Crosschecking and Reporting
- Conducts thorough pre-flight checks to verify the availability and proper functioning of essential supplies, emergency equipment, catering provisions, and other specified items, reporting any deficiencies to the Cabin Supervisor or Captain.
- Supports the efficient turnaround of aircraft by assisting in cabin cleanliness at transit stations and confirming the replenishment of catering and duty-free products.
- Manages the precise and comprehensive handover and takeover of the cabin with catering, cleaning, and maintenance personnel.
- Completes post-flight briefings and assessment reports in accordance with established procedures, providing objective feedback, documenting flight discrepancies, and securing duty-free containers.
- Reports on passenger conduct to the Cabin Supervisor and assumes the responsibilities of a Cabin Supervisor when designated as such by the Captain.
- Commits to continuous professional development and safety proficiency through regular attendance at recurrent training, emergency procedures workshops, and by maintaining a valid professional license.
- Actively contributes to team success by meeting assigned sales targets and objectives, and by supporting overall operational goals.
Qualifications (Academic, Training, Languages)
- A Diploma or Higher Secondary Certificate is required. A diploma in Travel/Tourism is considered advantageous.
- Certification in First Aid, Safety, and Emergency Procedures is a significant asset.
- Must be medically fit to fly, possessing excellent general health with no serious medical conditions or chronic diseases that would impair performance.
- Exhibits a professional and approachable demeanor, coupled with a cheerful and positive attitude, even in high-pressure situations.
- Possesses a strong customer service orientation, demonstrating empathy and the ability to anticipate and respond to passenger needs and requests effectively.
- Adept at managing challenging situations and de-escalating conflicts with difficult or upset passengers while preserving the airline's reputation.
- Highly focused, with the ability to swiftly identify irregularities and effectively manage threats or emergencies, committed to achieving successful outcomes.
- Proactive, self-motivated, and demonstrates strong initiative and collaborative teamwork skills.
- Possesses very strong verbal and written communication skills.
- Demonstrates excellent time management and problem-solving abilities.
- Proficiency in Microsoft Office Suite is required.
- Fluency in English is essential. Proficiency in additional languages is an advantage, dependent on airline requirements.
Work Experience
- Fresh graduates are strongly encouraged to apply.
- Prior experience as cabin crew or in a customer service capacity within the aviation, airline, or hospitality industries is highly valued.
- Possession of an active cabin crew license is a distinct advantage.
- Ability to work flexible shift patterns and extended hours as operational demands dictate.
- Demonstrates exceptional flexibility and adaptability to accommodate frequent schedule changes and dynamic operational environments.
- Proven ability to adhere to company policies and procedures and consistently meet Key Performance Indicators (KPIs).