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Elements and Performance Criteria

1. Provide customer service prior to departure
   • Passengers are met and welcomed on boarding aircraft in accordance with regulatory requirements and workplace procedures
2. Hazards are identified, risks are assessed and hazard management implemented
3. Boarding passes are checked to confirm correct flight and seating, and passengers are directed to their seat locations in accordance with regulatory requirements and workplace procedures
4. Carry-on baggage is monitored to ensure it does not exceed allowable limits, and appropriate action is taken to remove baggage that exceeds these limits to hold stowage
5. Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements
6. Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements
7. Passengers with specific needs are appropriately assisted
8. Passengers sitting over the wings and passengers with specific needs are given individual briefings in accordance with regulatory requirements and workplace procedures
9. Appropriate responses are made to passenger queries and requests
10. Passenger pre-departure cabin service items are offered as appropriate
11. Customer service is suspended during aircraft take-off
12. Advise on and use cabin features and amenities
    • Passengers are advised about relevant features and amenities available, including those available for passengers with specific needs
13. Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures
14. Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures
15. Provide customer service during flight
    • Toilets and facilities are periodically checked and serviced to ensure they meet workplace standards and are adequately stocked with relevant resources
16. Passenger safety, security and comfort needs are anticipated and appropriate action taken and responses are made
17. Aircraft cabin is patrolled to confirm passenger safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures
18. Provide customer service on arrival
    • Passengers are assisted in accessing baggage and personal items as required
19. Advice is provided on local time and weather conditions as required
20. Appropriate information is provided about terminal facilities and transport options
21. Passengers with specific needs are assisted as required in accordance with workplace procedures and regulatory requirements
22. Passengers are farewelled courteously in accordance with workplace procedures
23. Passengers are guided to appropriate exit
24. Provide support to other members of aircraft crew
    • Appropriate assistance is provided to other cabin crew team members in accordance with workplace procedures
25. Other crew members are advised of variations to workplace procedures
26. Meals and refreshments are served to flight crew in accordance with workplace procedures and flight schedule
27. Carry out administrative procedures
    • Workplace administrative procedures are identified and interpreted
28. Administrative procedures are implemented in accordance with workplace and regulatory requirements
29. All required aircraft documentation/data capture is completed in accordance with workplace requirements

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

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