MOST IMPORTANT 16 CABIN CREW DUTIES

by Nicoleta Gherman, Trainer and Founder

Have you ever asked yourselves what are the duties of cabin crew members once they put their uniform on? It’s good to know all cabin crew duties, in order to look confident and smart during an interview or when providing the right in-flight customer service, presenting safety situations, when answering the question “What do you know about the cabin crew job?”, etc. 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 it should be during the 6-7 weeks training course to accumulate information about survival, security, safety equipment and procedures, decompression, ditching, fire-fighting, first aid, Crew Resource Management and service classes.

Below you can find some of the most important duties that cabin crew must fulfill while on duty:

  • 1. Be the perfect and immaculate image of the airline when wearing the uniform from the moment you leave the house until the end of the duty;
  • 2. Attend the briefing in time and be able to answer all questions. During this time crew are assigned their working position in different parts of the cabin or galley. Then the Purser (Inflight Crew Supervisor/Cabin Senior) and Flight Deck Crew (Commander, First Officer) give all the necessary flight information, such as flight number, flying time, cruising altitude, airport name, temperature at destination, passengers load, any special meals ordered and if any wheelchair or special passenger is on board. It’s usually the supervisor who asks 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;
  • 3. Check if you have all required documents for that particular flight: galley (kitchen area) papers, duty-free pouches, and documents, bar keys, crew immigration documents, etc.;
  • 4. Be on time at the aircraft, in order to do the safety and security checks, area and equipment checks, ensure that the aircraft is clean and tidy and prepare the galleys’ stock and meals before passengers arrive;
  • 5. Welcome customers on board, direct them to their seat and assist the elder ones, mother/s with infants, unaccompanied minors or the persons with disabilities;
  • 6. Inform passengers of the aircraft safety procedures through a manual demonstration or a safety video and ensure that all handbags are securely stowed in the overhead bins or under the seats in front;
  • 7. 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;
  • 8. Go through a Silent Review during take-off (drills, commands to be given during evacuation, type of aircraft and door/exit that is nearby);
  • 9. Make announcements and answer customers’ questions during the flight, proving outstanding communication and interaction skills, while ensuring that guests have a pleasant flight;
  • 10. Manage unexpected and stressful situations in a calm way, react fast in any safety or security matter and give first aid to passengers if needed;
  • 11. Serve food and drinks during the flight in a professional manner and look after the guests’ well-being on board the aircraft (being respectful, attentive, giving full attention, anticipating customers’ needs and showing empathy when appropriate). If working in a superior class (business or first class), suite and seat features have to be described to all guests, presenting also the variety of products and discussing menu and drinks preferences;
  • 12. Provide excellent in-flight service while doing the duty-free sales or while selling other products found on board;
  • 13. Convince passengers to join the airline/alliance Frequent Flyer Membership program and interact with them throughout the flight;
  • 14. Prepare the cabin for landing on time, making sure that all bags are re-stowed in their location, galley items are secured, crew are seated and customers are also seated according to their boarding pass, with the seat belt fastened;
  • 15. Ensure that all customers disembark safely after landing and do security checks in order to find any bags left in the cabin;
  • 16. Complete all required paperwork (closing bars and duty-free stocks) and write reports with different issues or events that occurred and were solved by the cabin crew during the flight.

In order to have a pleasant flight, you should always focus on the positive outcome in any negative situation, 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 or passengers.