Duties and responsibilities of a cabin crew

IN-FLIGHT MODULE

Cabin crew is primarily aboard an aircraft for the safety and welfare of the passengers and for their comfort. If there were no services of food or drink during a flight, there would still have to be a minimum presence of cabin crew for safety, which is a legal requirement. (essence-learning.com, 2014)

The role can be physically and emotionally demanding. Cabin crew are expected to deal with all passengers diplomatically, even when feeling the effects of travelling through time zones and spending extended periods of time on their feet. (targetjobs, 2014)

Some of these roles include supplying passengers with newspapers, magazines and in-flight amusement, checking the state and provision of emergency equipment and information for passengers, demonstrating emergency equipment and safety procedures administering first aid and dealing with emergencies, greeting passengers as they board and exit the plane, showing passengers to their seats and providing special attention to certain passengers, such as the elderly or disabled and producing written flight reports after completing a journey. (targetjobs, 2014)

As cabin crew, their responsibilities are to greet the passengers as they board the aircraft, direct them to their seats and ensure that the entire luggage is safety stored away in the overhead cabins. Once all the passengers are on board then the cabin crew demonstrate the emergency procedures whilst the plane is preparing for takeoff. During a flight thecrew membersassist passengers, make calls on behalf of the captain, serve food, drinks and sell duty free goods. (essence-learning.com, 2014)

In case of emergencies, cabin crews are there to reassure passengers so that they follow the correct emergency procedures. The crew may have to deal with several emergencies such as cabin fires or first aid situations. At the end of a flight cabincrew membersare there to make sure that passengers disembark the aircraft safely. Thecrew membersare then asked to complete a written report that records all details of the flight. (Essence-Learning.com, 2014)

Cabin crew also make periodic announcements to passengers about flight conditions and arrival times. They also make sure that passengers with special needs are cared for in an appropriate manner. (anon, 2014)

The chain of command on any aircraft is;

• Captain
• First officer
• Cabin Manager
• Flight Attendant

The overall responsibility for the safe operation of an aircraft and the safety of its passengers lies with the Captain, but you as operating crew are responsible to the Captain in being capable through your flight attendant training to be able to fulfill your safety responsibilities. (flight-attendant-careers.com, 2014)

Within the cabin crew job market, airlines employ a vast number of people into cabin crew support roles. These support positions provide a great way to gain cabin crew experience, and learn about how the airline industry works. (cabincrew.com, 2014)

Many airport-based ground staff performs these support roles. Jobs in the industry which fall into the category of cabin crew support include crew planning, crew control, human resources and crew training. There is a great deal of planning and scheduling work that goes into flights, so administration staff will be on hand to assist at pre-flight briefings, ensuring air cabin crew are being correctly assigned their working positions, and understand any changes to how the flight will be managed. (cabincrew.com, 2014)

Airlines frequently use codes in the form of abbreviated words or letters. This list covers some of the most frequently used words. The following computer codes are used in messages from airlines:

CHNT – Change Name To

ETA – Estimated Time of Arrival

FLTFO – Flight Info

HTL – Hotel

MCO – Miscellaneous Charge Order

NOSH – No show

OW – One-way

PNR – Passenger Name Record

RCFM – Reconfirm

SPAV – Space Available

SSR – Special Service Request

TKT – Ticket

WCHR – Wheel Chair

FLY – Finley in Australia

EVE – Evenes in Norway

TOY – Toyama in Japan

DAY – Dayton in Ohio, United States

NYC – New York City

AVML – Asian Vegetarian Meal

BBML – Infant/ Baby Food

CHML – Child Meal

DBML – Diabetic Meal

FPML – Fruit Platter Meal

SFML – Seafood Meal

Types of duties cabin crew may have to undertake cabin crew seat and working position; roster duty example stand-by duty.

There are two types of standby, Home reserve and Airport reserve.

Home reserve means that you are on standby at home ready to take a call on your mobile phone or landline from flight scheduling that may assign you a flight or upgrade your status to field reserve.

Field Reserve on the other hand, means that you are on standby but in the flight operations building at the airport with your flight handbag, trolley and suitcase, ready to be assigned any flight that needs to be covered.

Duties before the pre-flight briefing include, checking roster and updates, check health, safety and security notices, check flight details (crew names, crew positions, departure gate, and aircraft registration. Importance of time keeping prior to a pre-flight briefing: to be prepared; consequences of late arrival example cabin crew offloaded from other flights, late departure of aircraft, disciplinary action. (anon, 2014)

Elements of a pre-flight briefing include introduction to the crew, operating positions and responsibilities, uniform standards checked, aircraft information, health, safety and security memos, updates and notices read and understood, order of bar, meal and duty-free service and Safety and Emergency Procedures (SEP) scenario questions. (anon, 2014)

Elements of post-flight briefing include reconciliation paperwork for bars and monies handed in, flight paperwork completed and filed example cabin defects reported and flight evaluation. (anon, 2014)

Receive and relay safety equipment and procedures (SEP) during a pre-flight briefing include respond to Safety and Emergency Procedures (SEP) scenario questions example safety, security, in-flight medical care, location of emergency equipment, respond in a timely manner, with composure and professional attitude. (anon, 2014)

Complete documentation relating to a pre-flight briefing in readiness for the flight include flight detail form (crew names and signatures, rest and duty hour, number of crew bags, equipment and security checks completed), toilet servicing form. (anon, 2014)

The importance of timekeeping includes, being prepared, consequences of late arrival example offloading of crew, late departure of aircraft.

Personal presentation: on and off duty and during stopovers, uniform standards, dress code for training and stopovers, adhering to grooming standards, professionalism, personal appearance, importance example creating a positive organizational image, maintaining organizational standards. (anon, 2014)

Importance of task management and prioritization of tasks include routine and non-routine tasks, prioritize tasks in order of importance, and prioritize tasks in order of legal and regulatory requirements. (anon, 2014)

Customer relationship management: following company procedures and industry standards; providing excellent customer service; ensuring passenger welfare; importance example to keep customers, to reward loyal customers, to attract new customers. (anon, 2014)

References

http://www.flight-attendant-careers.com/flight-attendant-training.html

http://www.essence-learning.com/blog/duties-and-responsibilities-of-a-cabin-crew

http://targetjobs.co.uk/careers-advice/job-descriptions/277171-airline-cabin-crew-job-description

http://www.nationsonline.org/oneworld/airport_code.htm

http://www.edexcel.com/migrationdocuments/BTEC%20Specialist%20Qualifications/BA025387-BTEC-L2-Introduction-to-Cabin-Crew-spec.pdf