Elements and Performance Criteria
- Monitor and address passenger needs
- Circumstances affecting passengers' needs and comfort are monitored and action taken in accordance with company procedures
- Needs of all types of passengers are acknowledged and appropriate assistance provided
- Passengers are advised on the operation of internal vehicle/vessel facilities and the benefits of wearing seat belts, where relevant
- Risks to passenger safety are identified and appropriate action initiated to minimise the risk
- Passengers are suitably advised of any safety risk and the action being taken
- Tact, courtesy, friendliness and patience are demonstrated at all times when dealing with passengers
- Passenger inquiries and requests are received and resolved with minimal delays
- Passenger inquires and associated action are recorded and reported in accordance with company procedures
- Prepare and deliver commentaries
- Implement conflict resolution strategies
- Communicate with suppliers