Pre-flight (all duties up until the doors are closed prior to take off)

• 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

• 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

• 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

• 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

In-flight (from closure of doors before take off to opening of doors after landing)

• 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 organisation’s procedures*
• Process to report of defective equipment

• 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

Post flight (from opening of doors after landing)

• 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

• 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.

Compliance and legislation

• 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

• 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

Health, safety and wellbeing

• 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

• 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

Organisation

• 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

• Work with the team to maintain brand / organisational standards at all times and identify and address any potential risks according to organisational procedures

Commerciality* (for commercial airline apprentices only)

• 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

• 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

CRM / Human factors

• The principles of Cockpit/Crew Resource Management (CRM) and how to apply them
• The principles of human factors

• Apply principles of Cockpit/Crew Resource Management (CRM) and human factors 

Armed Forces operations (for armed forces apprentices only: *Armed Forces Cabin Crew will be used on military tasking, thus no on board sales take place.

Therefore, no cash transactions will be undertaken as it’s a non-profit making organisation and the commerciality element of the standards (marked *) will be given dispensation

BEHAVIOURS (LIVE IT)

• 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