Cabin Crew Job Description

The role of cabin crew personnel is to ensure the safety and comfort of their passengers throughout the flight, whilst providing excellent customer service.

As well as having a ‘happy to help’ attitude, Cabin Crew have some pretty serious responsibilities. As a passenger you will be aware that before every take-off Cabin Crew provide vital safety information to reassure every passenger that safety protocols are important and in place. These instructions are demonstrated by trained, adaptable well-presented professionals.

Could this be you soon?

Cabin crew must ensure that all emergency equipment is present and in working order prior to take off
Cabin crew must give vital professional demonstrations of safety procedures and equipment use before every flight, so no matter how many times a day it needs to be demonstrated, each one needs to be presented as if it is the first of the day, it is your opportunity to make a friendly, positive impression with the passengers
Cabin crew need training, knowledge and confidence to effectively deal with any security/emergency situations if they arise
Cabin crew are expected to administer first aid to passengers
Cabin crew greet and welcome passengers on board so they must be friendly and approachable
Cabin crew’s must consistently deliver outstanding standards of customer service and maintain the standard throughout the flight
Cabin crew must treat everyone professionally, with respect, patience and understanding.

What do Cabin Crew do on a shift?

Pre-Flight:

Cabin crew in flight duties may vary depending on; whether it is a short or long-haul flight and also on the size of the team you are working with. However typically flights include most of these checks and procedures.

Cabin crew attend a pre-flight briefing, where cabin crew are assigned their working positions for the forthcoming flight
Crew are notified about the flight details and schedule
Cabin crew will be advised if there are passengers with any special requirements e.g. special meal requests, passengers who may have accessibility or communication challenges, wheelchairs, VIPs, frequent flyer passengers, number of infants requiring infant seats are just a few considerations before boarding
Cabin crew need to carry out pre-flight duties such as;
- checking the safety equipment,
- ensuring the aircraft is clean and tidy,
- checking that all required refreshments are on board including special dietary requests
- relevant landing cards are loaded
- first aid equipment is checked and replenished where necessary

On Board:

Cabin crew enjoy welcoming passengers on board and directing them to their seats, helping them secure all hand luggage in the appropriate place
Cabin Crew need to ensure that all walkways and exits are not obstructed for the duration of the flight
Cabin crew need to swiftly and diplomatically resolve any seating issues before preparation for take off
Cabin crew inform all passengers of the aircraft safety procedures
Cabin crew check every passenger’s seat belt are in place and securely fastened
Cabin crew ensure that the galley equipment is safe and secure prior to take-off
Cabin crew may need to make clear, timely announcements and keep passengers informed of any delays
Cabin crew need to be visible to passengers in the cabin to answer questions during the flight
Cabin crew provide timely professional service to passengers as all times e.g. when serving meals and refreshments
Cabin crew may be required to sell duty-free goods and advise passengers of any duty-free allowance limitations/restrictions at their destination
Cabin crew may be required to administer first aid to passenger(s). If/when required, medical situations should be dealt with in a discrete and professional manner whilst keeping the situation and passenger calm and reassured
Cabin crew need to ensure that all passengers disembark safely at the end of a flight. All overhead lockers, public areas, toilets and galleys need to be careful checked to ensure that nobody has left their belongings on board the plane
Cabin crew need to complete all necessary paperwork such as stock control, logging of any faults, incidents or problems which may have occurred during the flight before ending their shift
Cabin crew need to liaise with the ground staff, they are an important part of the team too
Cabin crews work as a Effective communication is essential to ensuring that you are part of a happy crew. This will attitude will equate to more satisfied passengers. Happy satisfied customers potentially become regular loyal airline flyers with your Cabin Crew team.
Every shift is an opportunity for you and your team so shine, so make sure you give yourself every opportunity to do just that. Excellent customer service is a skill you can use every single flight!