Apprenticeship training course
Cabin crew (level 3)
Providing excellent customer service to passengers while ensuring their comfort and safety throughout the flight.
- Qualification level
-
3
Equivalent to A level. - Typical duration
- 12 months
- Apprenticeship category
- Transport and logistics
- Maximum funding
-
£5,000
Maximum amount government will fund
for apprenticeship training. - Skills
-
Skills an apprentice will learn
- 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
Full information on Cabin crew (level 3) is available from the Institute for Apprenticeships and Technical Education.