Apprenticeship training course

Cabin crew (level 3)

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Information about Cabin crew (level 3)

Providing excellent customer service to passengers while ensuring their comfort and safety throughout the flight.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • The standards required for personal presentation and that of the cabin (including organisation uniform standard)
  • Systems, procedures and monitoring requirements for pre-flight checks, briefings and boarding of customers and their items
  • How to maintain service equipment and address identified failures and processes to minimise disruption and delay, allowing for alternative arrangements to reduce chance of injury, and ensure on time performance
  • The typical customer profile for the organisation and how the services provided are matched to it
  • The destination profile and how the flight may be adapted according to this
  • Organisational procedures for Passengers with Reduced Mobility (PRM) and other special assistance which may be required
  • The protocols required for specific areas, locations, press, security, carrying of items that may require specific care
  • The protocols when Royalty, Ministers and Dignitaries are on board
  • How to deal with complex customer needs which may affect the onboard operation, including challenging situations in individual and group situations
  • The pre-take off checks which must be conducted once doors are closed
  • Thorough knowledge of the organisations service routines for specific flight/route/sector
  • The procedures for service recovery and procedures for any possible issues that arise, including understanding of approved maintenance records and report forms
  • The required on board targets for service and sales, in line with organisations procedures*
  • Process to report of defective equipment
  • Understanding of disembarkation procedures including monitoring of all customers including special categories of customer
  • The post flight checks and duties which must be conducted
  • Security of on-board resources and adherence to local regulations and practices
  • The importance of legislation, procedures and regulations relating to an aviation environment in order to apply and deliver organisational compliance requirements within own area of responsibility
  • Requirements for maintaining aviation security in own area of authority and action to take in the event of a breach of security
  • Health and safety legislation in aviation both in relation to own role and organisation, including how to monitor it
  • Requirements and importance of crew members fitness and actions which must be taken if unfit for duty
  • The organisation’s safety management systems and safety culture
  • Understand the purpose of the organisation including its vision, objectives and brand / organisational standards, how they compare to its competitors and how own role, and the team, help to achieve them
  • The vision, objectives and values of the organisation
  • How to operate commercially with the aim of achieving and exceeding targets and how these contribute to achieving the overall organisational objectives
  • The principles of Cockpit/Crew Resource Management (CRM) and how to apply them
  • The principles of human factors

  Skills

  • Liaise with the customer, airport, ground staff, suppliers and colleagues to ensure the efficient loading of catering and ancillary items and boarding procedures meet service standards and aviation regulations.
  • Proactively address issues that arise during boarding, making effective decisions to ensure a satisfactory outcome and on time departure
  • Monitor cabin environment, appearance and on board facilities to ensure customer satisfaction and adherence to operational standards, and using controls to adjust it
  • Communicate effectively with customers, flight and cabin crew and other parties in the event of disruption, keeping them informed of progress, actions and results
  • Follow procedures to assist passengers with reduced mobility (PRM) or other requirements for special assistance
  • Address complex customer needs to ensure service standards and individual requirements are maintained
  • Complete the on board food, beverage and retail service provided by the organisation in line with standards and quality measures*
  • Communicate effectively with colleagues, flight crew, ground operational teams and customers at appropriate times to ensure service efficiency, safety and security and timely reporting of defective equipment is maintained
  • Conduct in flight checks and monitor customers and onboard facilities
  • Ensure post service requirements are completed, including reconciliations of stock / money or cash equivalents as required
  • Communicate and co-ordinate with flight crew, colleagues, customer and ground staff to ensure disembarkation procedures meet safety and service standards
  • Address issues that arise during disembarkation making effective decisions to ensure a satisfactory outcome
  • Ensure post flight requirements are completed including security of on-board resources and adherence to local regulations and practices as required
  • Participate in post flight debrief and duties.
  • Ensure self and team monitor and apply the compliance legislation, procedures and regulations commensurate to your role
  • Identify risks and non-compliance, ensuring corrective actions are taken or situations are escalated in accordance with organisation’s procedures
  • Identify and address / report actual or potential hazards
  • Record and report safety and security incidents including self-reporting when required
  • Actively engage in a safe, open and honest working environment
  • Work with the team to maintain brand / organisational standards at all times and identify and address any potential risks according to organisational procedures
  • Make decisions that satisfy the needs of the customer while delivering for the organisation
  • Achieve and aim to exceed commercial targets by applying techniques that are appropriate to all customer profiles
  • Apply principles of Cockpit/Crew Resource Management (CRM) and human factors

  Behaviours

  • Be vigilant and proactive in promoting a safe, reliable, secure and compliant working culture
  • Embrace and promote the brand behaviours of your organisation
  • Conveys a genuine warm welcome, with a desire to help and a positive attitude
  • Being visible, approachable, treating customers, colleagues and other stakeholders with courtesy and respect at all times
  • Demonstrates team working, supporting colleagues and embracing diversity
  • Takes ownership and personal responsibility of your role and working environment
  • Use your initiative and resilience to problem solve and escalate when required as per your company procedures
  • Display loyalty, integrity and accountability to the organisation
  • Commit to continuous development of self, including awareness of organisational communications and regulatory updates
  • Identifies the needs of customers and adapts to different needs
  • Demonstrates commercial awareness to deliver an agile, efficient and professional service
• Apprenticeship category (sector): Transport and logistics
• Qualification level: 3; Equal to A level
• Course duration: 12 months
• Maximum funding: £5,000 ; Maximum government funding for ; apprenticeship training and assessment costs.

View more information about Cabin crew (level 3) from the Institute for Apprenticeships and Technical Education.