Commercial aviation

CABIN CREW DUTIES

Cabin Crew duties

by Raluca Turiac, co-trainer & former Flight Attendant

Have you ever asked yourselves which are the cabin crew duties once they put on the uniform? It would be better to know the duties of cabin crew member in order to be confident and smart during an interview while fixing inflight customer service, safety situations or just when needed to answer the question “What do you know about the cabin crew job?” Along with people skills and customer service experience, it is important to know as much as possible about the aviation field and about the airline you are applying to. The more you know at this point, the easier will be during the 6 weeks training courses to accumulate information about survival, security, safety equipment and procedures, decompression, ditching, fire-fighting, first aid, Crew Resource Management and service classes.
Here you have some of the most important duties that cabin crew must fulfill while on duty:
•    Be the perfect and immaculate image of the airline while wearing the uniform from the time leaving the house till the end of duty.
•    Attend the briefing in time and be able to answer all the questions. During this time crew are getting their assigned working position in different parts of the cabin or galley. Also this is the time when flight information are given by the Purser (Inflight Crew Supervisor/Cabin Senior) and Flight Deck crew (commander, first officer) such as flight number, flying time, cruising altitude, airport name, temperature at the destination, passengers load, any special meals ordered and if any wheelchair or special passenger will be on board. The practice in some airlines is having the supervisor asking all the cabin crew members questions regarding safety, security and service in order to make sure that everyone is up to date with the latest procedures.
•    Get all the necessary documents for that particular flight: galley (kitchen area) papers, duty free pouch and documents, bar keys, crew immigration documents and so on.
•    Reach on time at the aircraft in order to do the safety and security checks or your area and equipment, ensure the aircraft is clean and tidy and prepare galleys stock and meals before passenger’s arrival.
•    Welcome customers on board, direct them to their seat and assist the elder ones, mother with infants, unaccompanied minors or the persons with disabilities.
•    Inform customers of the aircraft safety procedures through a manual demonstration or a safety video and ensure all hand luggage are securely stowed in the overhead bins or under the seats in front.
•    Secure the cabin before take-off and make sure all customers are seated, with the safety belt fastened tightly and emergency exits are free of any obstructions.
•    Go through a Silent Review during take-off (drills, commands to be given during evacuation, type of the aircraft and of the door/exit that is nearby).
•    Make announcements and answering customer’s questions during the flight, proving outstanding communication and interaction skills and ensuring guests are having a pleasant flight.
•    Manage unexpected and stressful situations in a calm way, react fast in any safety or security matters and give first aid to passengers if needed.
•    Serve food and drinks during the flight in a professional manner and look after the guest’s well-being on board the aircraft (being respectful, attentive, giving full attention and anticipate customer’s needs and show empathy when appropriate). If working in  a superior class (business or first class), suit and seat features has to be introduced to the guests, presenting also the variety of products and discussing  menu and drinks preferences.
•    Provide excellent in-flight service while doing the duty-free sales or while selling other products found on board.
•    Recruit passengers to join the airline/alliance Frequent Flyer Membership program and interact with them throughout the flight.
•    Prepare the cabin for landing on time, making sure all bags are re-stowed in their location, galley items are secured and customers and crew are seated and secured in their seats.
•    Ensure all customers are disembarking safely after landing and do security checks in order to find any bags left in the hat-tracks.
•    Complete paperwork (closing bars and duty-free stocks) and any written reports that records any issues that cabin crew had to solve during the flight.
In order to have a pleasant flight, don’t forget to see always the positive outcome in the negative situations, show that passion for flying and the commitment to provide a 5* star service. Always care for the people you come in contact with, no matter if they are your colleagues from the ground staff, cleaning team, crew team and passengers.

Photo: Anca, our trainee, cabin crew @ Just-Us Air & Dan Air