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Monitor and maintain cabin crew service performance

URN: PPLCC15
Business Sectors (Suites): Aviation Operations in the Air - Cabin Crew
Developed by: People 1st
Approved on: 2021

Overview

This standard is about organising, briefing, monitoring, and de-briefing the cabin crew to maintain service performance. This involves planning and briefing team members, providing information, sharing out duties among cabin crew, monitoring and evaluating service performance, identifying and dealing with shortfalls in service and supporting the cabin crew team to maintain service standards.

This standard is for senior cabin crew.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Monitor and maintain cabin crew service performance

Performance criteria

You must be able to:

1. Organise, allocate and confirm duties according to the crew available and flight requirements 2. Brief cabin crew on the airline’s standards and requirements for the flight, in line with the airline’s procedures 3. Confirm that the cabin crew understand the airline's safety, security and emergency procedures and their roles and responsibilities prior to take-off 4. Share information with cabin crew to enhance service pre, during and post flight 5. Monitor and evaluate cabin crew service pre, during and post flight 6. Identify shortfalls in service and either deal with them immediately or take action to improve service in the future in line with the airline’s procedures 7. Provide support to cabin crew members as required to maintain service performance in line with the airline’s procedures 8. De-brief cabin crew against the airline’s standards and requirements set out in the pre-flight briefing

Knowledge and Understanding

You need to know and understand:

1. The roles and responsibilities of cabin crew, flight crew and ground crew 2. The airline’s briefing and de-briefing procedures and items to be included 3. The airline’s standards and requirements for the flight 4. How to organise cabin crew and allocate duties to meet flight requirements 5. The airline’s safety, security and emergency procedures 6. With whom to share information and what information to share to enhance cabin crew service performance 7. The airline's procedures for managing crew who do not understand or are not following safety, security and emergency procedures 8. Special circumstances or situations which may arise and the airline’s procedures for responding to them 9. How and when to provide support and feedback to cabin crew to maintain service performance 10. The airline’s procedures for monitoring, evaluating and dealing with shortfalls in cabin crew service performance

Scope/range

Special circumstances or situations include:

a) Alterations to the flight
b) Alterations to the services provided
c) Passengers who have specific needs
d) Passengers with special request e.g. special meals pre-ordered

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

GoSkills

Original URN

GSKCC15

Relevant Occupations

Transport Drivers and Operatives, Transport Operations and Maintenance

SOC Code

6213

Keywords

Cabin crew, performance, briefing, debriefing, communication