Cabin Crew Member
The Cabin Crew Member acts as the airline's ambassador, striving to achieve customer loyalty and promote a positive corporate image at all times through enhancing the overall customer experience. He/She provides excellent customer service to all passengers while ensuring their safety and comfort are achieved throughout the complete flight cycle. He/She must be ready and fit to operate, ensuring productivity is in line with set measures and the company’s adopted policies and procedures.
Key Responsibilities:
Conduct:
- Ensures timely attendance, proper grooming, fitness, and legality of self for the assigned flights. Attends briefings to ensure acknowledgement of flight details, distribution of roles, targets, security checks, and boarding procedures.
Safety Measures:
- Instructs passengers on safety procedures to be followed, ensuring their safety and comfort at all times.
- Identifies areas of safety and security risks and partners with the Cabin Supervisor to take remedial action in accordance with the Standard Operating Procedures (SOPs).
- Administers first aid to passengers where necessary.
- Informs the Cabin Supervisor, Flight Crew, and Captain, as appropriate, of any irregularities and malfunctions promptly.
Customer Service:
- Welcomes passengers and assists in their boarding formalities; enters necessary data into the aircraft logbook as per the Airline and Civil Aviation Authority’s adopted procedures.
- Provides constant, excellent customer service to passengers by attending to their individual pre-bookings, requests, and needs.
- Identifies and assists passengers experiencing stress or difficulties in accordance with the corresponding policies and procedures detailed in the Operations Manual and other relevant instructions.
- Contributes to maximizing on-board revenue and the Charity Cloud program by efficiently promoting the on-board meals, products, and charity services, thereby achieving individual and team targets.
- Ensures proper and secure handling of cash and credit card payments received against individual sales and donations managed by him/her.
Crosschecking and Reports:
- Carries out pre-flight checks to ensure sufficient supplies, emergency equipment, catering equipment, and other specified equipment prior to take-off; provides a report for any deficiencies to the Cabin Supervisor and/or Captain as appropriate.
- Assists in ensuring the aircraft cabin is cleaned thoroughly at transit stations and that adequate re-catering and duty-free products are provided before flying.
- Ensures orderly and complete handover/takeover of the cabin to/from catering, cleaning, and/or maintenance staff.
- Carries out post-flight briefing and assessment reports as per adopted policies and procedures: provides objective evaluation of the Cabin Supervisor, reports any problems or discrepancies on the flight, and closes and seals duty-free containers.
- Accounts to the Cabin Supervisor for the conduct of passengers; carries out the duties of ‘Cabin Supervisor’ when designated as such by the Captain.
- Maintains necessary professional and safety knowledge and competitiveness by attending recurrent training, emergency procedures training, and educational workshops, and by ensuring a current license.
- Contributes to team effort by accomplishing related results and achieving allocated sales targets and objectives.
Qualifications:
- A Diploma or Higher Secondary Certificate is acceptable for this role; a diploma in Travel/Tourism is a plus.
- Training in First Aid, Safety, and Emergency Procedures is an added value.
- Must be fit to fly, have good general health, and no serious medical conditions or chronic diseases.
- Must be presentable and friendly, and demonstrate a cheerful and positive attitude, even under stress.
- Must be customer service-oriented and capable of understanding and attending to customers’ needs and requests.
- Must be capable of handling difficult situations and angry customers without compromising the corporate image.
- Must be focused and capable of identifying irregularities and handling threats and emergencies with efficiency and commitment to successful results.
- Must be proactive, self-motivated, and demonstrate initiative and positive teamwork competency.
- Must have very good verbal and written communication skills.
- Must have excellent time management and problem-solving skills.
- Must be proficient in Microsoft Office.
- Must be fluent in the English Language. Other languages are an advantage based on the Airline's requirements.
Work Experience:
- Fresh graduates are encouraged to apply for this role.
- Previous experience as cabin crew or in a customer service role in the Airlines/Aviation/or hospitality industries shall be treated as an added value.
- An active cabin crew license is an advantage.
- Must be capable of working in shift patterns and for extended working hours.
- Must show high flexibility and adaptability to frequent changes and busy schedules.
- Must demonstrate the ability to contribute and successfully deliver against policies, procedures, and set KPIs.