REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit.
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Required knowledge:
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Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to emergency procedures
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Relevant OH&S regulations
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Relevant customs, quarantine, equal opportunity and anti-discrimination regulations
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Airline structure, products, policies, procedures and service standards
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Use of cabin medical equipment
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Individual crew responsibility
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Airline emergency procedures
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Relevant airline divisional business plans
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Needs and expectations of different types of customers, including internal and external customers
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Customer service records/documentation
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Appropriate service for customers with a range of disabilities and special needs
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Cabin features and amenities for various types of aircraft
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Features, amenities and departure gate locations of terminals at designated airports
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Risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions
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Problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case
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Complaint handling procedures
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Service quality and continuous improvement principles
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Airline leadership principles
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Required skills:
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Communicate effectively with others when providing leadership and supervising cabin safety and security
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Read and interpret instructions, regulations, procedures and other information relevant to cabin supervision, safety and security
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Interpret and follow operational instructions and prioritise work
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Complete documentation related to cabin supervision, safety and security
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Operate electronic communication equipment to required protocol
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Work collaboratively with others when supervising cabin safety and security
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Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others
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Use medical equipment appropriately as per manufacturers instructions and airline policy
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Promptly report and/or rectify any identified problems that may occur when supervising cabin safety and security in accordance with regulatory requirements and workplace procedures
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Implement contingency plans for unexpected events that may arise when supervising cabin safety and security
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Apply precautions and required action to minimise, control or eliminate hazards that may exist when supervising cabin safety and security
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Monitor and anticipate operational problems and hazards and take appropriate action
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Monitor work activities in terms of planned schedule
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Modify activities dependent on differing workplace contingencies, situations and environments
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Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment
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Adapt to differences in equipment and operating environment in accordance with standard operating procedures
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Select and use required personal protective equipment conforming to industry and OH&S standards
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Implement OH&S and security procedures according to relevant regulations
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Identify and correctly use equipment required when supervising cabin safety and security
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