Job Purpose
The individual in this role serves as an ambassador for the airline, dedicated to fostering customer loyalty and promoting a positive corporate image through exceptional customer experiences. This professional provides outstanding service to all passengers, ensuring their safety and comfort throughout the entire flight. The role requires readiness and fitness to operate, maintaining productivity aligned with company standards, policies, and procedures.
Key Responsibilities
- Conduct: The candidate must ensure timely attendance, proper grooming, fitness, and legal compliance for all assigned flights. Attendance at briefings is essential to acknowledge flight details, roles, targets, security protocols, and boarding procedures.
- Safety Measures: This professional will instruct passengers on all safety procedures, prioritizing their safety and comfort. They will also identify safety and security risks, partnering with the Cabin Supervisor to implement corrective actions in accordance with Standard Operating Procedures (SOPs). Administration of first aid to passengers when needed, as well as promptly informing the Cabin Supervisor, Flight Crew, and Captain of any irregularities or malfunctions, is also required.
- Customer Service: The individual will greet passengers and assist with boarding procedures, entering necessary data into the aircraft logbook, as per airline and Civil Aviation Authority regulations. They will provide consistent, excellent customer service, attending to individual pre-bookings, requests, and needs. Further, the professional identifies and assists passengers experiencing stress or difficulties, adhering to the procedures outlined in the Operations Manual. This role also contributes to maximizing on-board revenue and the "Charity Cloud" program by effectively promoting onboard meals, products, and charity services, thereby meeting individual and team targets, as well as ensuring proper and secure handling of all cash and credit card transactions.
Key Responsibilities - Continued
- Crosschecking and Reports: The cabin crew member is responsible for conducting pre-flight checks to ensure sufficient supplies, emergency equipment, and catering materials, reporting any deficiencies to the Cabin Supervisor or Captain. They are further responsible for ensuring the thorough cleaning of the cabin at transit stations and the adequate provision of re-catering and duty-free products before flights. This includes ensuring the orderly handover/takeover of the cabin to and from catering, cleaning, and maintenance staff. The professional will also complete post-flight briefings and assessment reports, offering an objective evaluation of the Cabin Supervisor and reporting any issues, including the proper closing and sealing of duty-free containers. This role is also responsible for accounting to the Cabin Supervisor regarding passenger conduct and may serve as 'Cabin Supervisor' when designated by the Captain. The candidate must also maintain current professional and safety knowledge through recurrent training, emergency procedures training, and educational workshops, ensuring their license is always up to date, as well as contributing to team goals by achieving set sales targets and objectives.
Qualifications (Academic, Training, Languages)
- A Diploma or Higher Secondary Certificate is required; a diploma in Travel/Tourism is preferred.
- Training in First Aid, Safety, and Emergency Procedures is advantageous.
- Must be fit to fly with good general health and no serious medical conditions or chronic diseases.
- Must be presentable, friendly, and demonstrate a positive attitude, even under pressure.
- Customer-service oriented with an understanding of and ability to attend to customer 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 effectively.
- Proactive, self-motivated, and demonstrates initiative and positive teamwork abilities.
- Excellent verbal and written communication skills.
- Excellent time management and problem-solving skills.
- Proficient in Microsoft Office.
- Fluent in English. Additional languages are an advantage, based on airline requirements.
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 industries is considered beneficial.
- An active cabin crew license is advantageous.
- Must be capable of working in a shift pattern and for extended working hours.
- Must demonstrate adaptability to frequent changes and busy schedules.
- Demonstrates the capacity to contribute and successfully deliver against policies, procedures, and set KPIs.