Cabin Crew Member Job Description
This role serves as an ambassador for the airline, dedicated to cultivating customer loyalty and fostering a positive corporate image through exceptional passenger experiences. The Cabin Crew Member ensures the safety and comfort of all passengers throughout the flight cycle, delivering outstanding customer service while maintaining adherence to company policies and procedures.
Key Responsibilities:
Conduct:
- Ensure timely attendance, proper grooming, fitness, and adherence to legal requirements for assigned flights.
- Actively participate in pre-flight briefings, acknowledging flight details, designated roles, targets, security checks, boarding procedures, and other relevant information.
Safety Measures:
- Thoroughly instruct passengers on safety procedures, prioritizing their safety and comfort at all times.
- Proactively identify potential safety and security risks, collaborating with the Cabin Supervisor to implement corrective actions in accordance with Standard Operating Procedures (SOPs).
- Administer first aid to passengers when necessary.
- Promptly notify the Cabin Supervisor, Flight Crew, and Captain of any irregularities or malfunctions.
Customer Service:
- Warmly greet passengers and assist with boarding formalities, accurately recording data in the aircraft logbook as per airline and Civil Aviation Authority procedures.
- Provide consistent exceptional customer service, addressing individual pre-bookings, requests, and needs.
- Identify and assist passengers experiencing stress or difficulties, following established policies and procedures detailed in the Operations Manual and other relevant instructions.
- Contribute to maximizing onboard revenue and the "Charity Cloud" program by effectively promoting onboard meals, products, and charity services, achieving individual and team targets.
- Ensure the secure handling of cash and credit card payments received for individual sales and donations.
Crosschecking and Reports:
- Conduct pre-flight checks to verify sufficient supplies, emergency equipment, catering equipment, and other specified equipment before takeoff, reporting any deficiencies to the Cabin Supervisor and/or Captain as necessary.
- Assist in ensuring the aircraft cabin is thoroughly cleaned at transit stations, with adequate re-catering and duty-free products available before departure.
- Facilitate orderly and complete handover/takeover of the cabin to/from catering, cleaning, and/or maintenance staff.
- Complete post-flight briefing and assessment reports as per adopted policies and procedures, providing objective evaluations of the Cabin Supervisor, reporting any issues or discrepancies encountered during the flight, and ensuring the closure and sealing of duty-free containers.
- Account to the Cabin Supervisor for passenger conduct and assume the role of "Cabin Supervisor" when designated by the Captain.
- Maintain professional and safety knowledge and competitiveness through regular training, including recurrent trainings, emergency procedures trainings, educational workshops, and ensuring a current license.
- Contribute to team efforts by accomplishing related tasks and achieving allocated sales targets and objectives.
Qualifications:
- Diploma or Higher Secondary Certificate is acceptable; a diploma in Travel/Tourism is a plus.
- Training in First Aid, Safety, and Emergency Procedures is highly valued.
- Must be fit to fly, possessing good general health with no serious medical conditions or chronic diseases.
- Presentable, friendly, and able to maintain a cheerful and positive attitude even under pressure.
- Demonstrates a customer service orientation, capable of understanding and attending to customer needs and requests.
- Able to handle difficult situations and angry customers without compromising the corporate image.
- Focused, able to identify irregularities and manage threats and emergencies efficiently and with commitment to successful outcomes.
- Proactive, self-motivated, and exhibits initiative and strong teamwork skills.
- Possesses excellent verbal and written communication skills.
- Exhibits exceptional time management and problem-solving skills.
- Proficient in Microsoft Office.
- Fluent in English. Other languages are advantageous depending on the Airline's requirements.
Work Experience:
- Fresh graduates are encouraged to apply.
- Previous experience as cabin crew or in a customer service role within the Airlines/Aviation/ or hospitality industries is considered an asset.
- An active cabin crew license is a plus.
- Ability to work in shift patterns and for extended hours.
- Demonstrates high flexibility and adaptability to frequent changes and busy schedules.
- Ability to contribute effectively and deliver results according to established policies, procedures, and KPIs.