Job Purpose
The Cabin Crew member serves as a brand ambassador, dedicated to fostering customer loyalty and upholding a positive corporate image by consistently enhancing the overall passenger experience. This role is crucial in delivering exceptional customer service, ensuring passenger safety and comfort are paramount throughout the entire flight cycle. The incumbent must be prepared and fit to operate, maintaining productivity in alignment with established company policies and procedures.
Key Responsibilities
Conduct and Readiness:
- Ensures punctuality, immaculate grooming, and fitness to operate for all assigned flights.
- Actively participates in pre-flight briefings to acknowledge flight details, understand role distribution, targets, and security protocols.
Safety and Security:
- Instructs passengers on essential safety procedures, guaranteeing their safety and comfort at all times.
- Identifies potential safety and security risks, collaborating with the Cabin Supervisor to implement remedial actions in accordance with 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 appropriate.
Customer Service Excellence:
- Warmly welcomes passengers and assists with boarding procedures, accurately entering required data into the aircraft logbook as per airline and Civil Aviation Authority regulations.
- Provides consistently superior customer service by attending to individual pre-bookings, requests, and needs.
- Identifies and assists passengers experiencing stress or difficulties, adhering to guidelines outlined in the Operations Manual and relevant instructions.
- Contributes to maximizing onboard revenue and supporting charitable initiatives by effectively promoting onboard meals, products, and services to achieve individual and team targets.
- Ensures the secure and accurate handling of cash and credit card transactions for individual sales and donations.
Operational Procedures and Reporting:
- Conducts comprehensive pre-flight checks to verify the availability of sufficient supplies, emergency equipment, catering provisions, and other specified items, reporting any deficiencies to the Cabin Supervisor and/or Captain.
- Assists in ensuring the aircraft cabin is thoroughly cleaned during transit stops and that adequate re-catering and duty-free supplies are provisioned before flights.
- Manages the orderly and complete handover and takeover of cabin services with catering, cleaning, and maintenance personnel.
- Completes post-flight briefing and assessment reports according to established policies and procedures, providing objective evaluations, reporting flight discrepancies, and ensuring the secure closure and sealing of duty-free containers.
- Accounts for passenger conduct to the Cabin Supervisor and assumes the duties of 'Cabin Supervisor' when designated by the Captain.
- Maintains essential professional and safety knowledge through recurrent training, emergency procedure drills, and educational workshops, ensuring the validity of their license.
- Contributes to team success by accomplishing related tasks and achieving allocated sales targets and objectives.
Qualifications and Requirements
Academic and Training:
- A Diploma or Higher Secondary Certificate is required; a diploma in Travel/Tourism is considered a significant advantage.
- Training in First Aid, Safety, and Emergency Procedures is highly valued.
Personal Attributes:
- Must be fit to fly with good general health and no serious medical conditions or chronic diseases.
- Possesses a presentable demeanor, a friendly disposition, and maintains a cheerful and positive attitude, even under pressure.
- Demonstrates a strong customer service orientation, with the ability to understand and effectively address passenger needs and requests.
- Capable of managing difficult situations and challenging customers while upholding the corporate image.
- Focused, with the ability to identify irregularities and handle threats and emergencies efficiently, demonstrating a commitment to achieving positive outcomes.
- Proactive, self-motivated, and displays initiative along with strong teamwork competencies.
- Excellent verbal and written communication skills are essential.
- Possesses strong time management and problem-solving abilities.
- Proficient in Microsoft Office Suite.
- Fluent in English is mandatory. Proficiency in other languages is an advantage, depending on airline requirements.
Work Experience
- Fresh graduates are encouraged to apply.
- Previous experience as cabin crew or in a customer-facing role within the Airlines, Aviation, or Hospitality sectors will be considered an advantage.
- An active cabin crew license is beneficial.
- Must be capable of working in a shift pattern and accommodating extended working hours.
- Exhibits high flexibility and adaptability to frequent changes and demanding schedules.
- Demonstrates the ability to contribute and successfully deliver results in accordance with policies, procedures, and Key Performance Indicators (KPIs).