Duration:
Typically 12-18 months
Programme overview:
As an air cabin crew member you will ensure customer safety at all times while onboard the aircraft, and also provide excellent customer service throughout the flight. You will be trained to deal with security and emergency situations that may arise, and will be able to administer first aid to passengers if needed.
Cabin crew are required to adapt to the needs of a wide range of individuals and customers, and this could include supporting nervous passengers, individuals with young children, and those with dietary or medical requirements. Some cabin crew may work as part of the armed forces, providing services for Royalty, Ministers and other dignitaries.
Key learning outcomes:
Knowledge and understanding
- Systems, procedures and monitoring requirements for pre-flight checks, briefings and boarding of customers and their items.
- The typical customer profile for the organisation and how services provided are matched to it.
- Organisational procedures for passengers with reduced mobility and other special assistance which may be required.
- The protocols required for specific areas, locations, press, security, and carrying of items that may require specific care.
- Protocols when Royals, Ministers and other dignitaries are on board.
- Knowledge of pre-take off checks and service routines for specific flights/routes/sectors.
- Knowledge of on-board targets for service and sales.
- Knowledge of disembarkation procedures and post-flight checks and duties.
- Understand the purpose of the organisation, including its vision, objectives and values.
Skills
- Ensure boarding and disembarkation procedures meet service standards and aviation regulations.
- Communicate effectively with colleagues, flight crew, ground operations teams and customers to ensure service efficiency, safety and security, and timely reporting of defective equipment.
- Complete the on-board food, beverage and retail service in line with organisational standards and quality measures.
- Address complex customer needs to ensure service standards are maintained and individual requirements are met.
- Comply with legislation, procedures and regulations relating to an aviation environment.
- Identify risks and non-compliance, ensuring corrective actions are taken or situations are escalated in accordance with organisational procedures.
- Identify and address/report actual or potential hazards.
- Achieve and aim to exceed commercial targets by applying techniques that are appropriate to all customer profiles.
Behaviours
- Embrace and promote the brand behaviours of your organisation.
- Demonstrate a positive attitude and desire to help.
- Be visible and approachable.
- Treat customers, colleagues and other stakeholders with courtesy and respect at all times.
- Be vigilant and proactive in promoting a safe, reliable, secure and compliant working culture.
- Demonstrate team working, supporting colleagues and embracing diversity.
- Use own initiative to problem solve.
- Display loyalty, integrity and accountability to the organisation.
- Commit to continuous development of self.
- Demonstrate commercial awareness to deliver an agile, efficient and professional service.
