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Provide a trolley service on board an aircraft

URN: PPLCC20
Business Sectors (Suites): Aviation Operations in the Air - Cabin Crew
Developed by: People 1st
Approved on: 2021

Overview

This standard is about preparing service equipment and items for the trolley service on board an aircraft. It also covers serving products from the trolley and cleaning the trolley after it has been used. You must be able to check that the trolley is serviceable and products conform to quality standards. You must know and understand how to work in a safe and hygienic way. You must also know and understand how to handle the trolley safely and in emergency situations.

This standard is for all members of the cabin crew team.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Provide a trolley service on board an aircraft

Performance criteria

You must be able to:

1. Prepare the trolley for service in line with the airline’s procedures 2. Confirm products to be served from the trolley meet the airline’s quality standards 3. Follow the airline’s procedures for recording stock levels pre and post trolley service 4. Interact with passengers in a way which demonstrates the customer service values of the airline at all times 5. Present product information to the passenger in a way that meets their needs, identifies the benefits of the product and promotes complementary products 6. Listen and respond to passengers' comments, questions and needs 7. Serve products from the trolley in line with the airline’s procedures and relevant legislation 8. Maintain the security of trolley products in line with the airline’s procedures and relevant legal requirements 9. Maintain the appearance and cleanliness of the trolley throughout service 10. The airline’s and destination specific procedures for dealing with waste 11. Re-stow the trolley post service in line with the airline’s procedures 12. Carry out your work in accordance with relevant legislation, risk assessment requirements, codes of practice and airline policies

Knowledge and Understanding

You need to know and understand:

1. The airline’s procedures for preparing a trolley pre service, serving products from a trolley and clearing down a trolley post service on board an aircraft 2. Safe and hygienic working practices when preparing a trolley for service, serving products from the trolley and clearing down the trolley after service and why these are important 3. The airline’s standards for maintaining the appearance and cleanliness of the trolley 4. The airline’s and destination specific procedures for dealing with waste 5. How to adapt the trolley service 6. The types of situations that may occur when providing and trolley service and how to deal with them 7. The airline's customer service values and why these should be maintained 8. The relevant legal requirements relating to the service of products from a trolley on board an aircraft

Scope/range

Relevant legislation includes:

a) Consumer protection
b) Trade description
c) Environmental
d) Food safety
e) Allergens
f) Food labelling
g) Health and safety

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

GSKCC20

Relevant Occupations

Transport Drivers and Operatives, Transport Operations and Maintenance

SOC Code

6213

Keywords

cabin crew, airlines, aircraft, passengers, trolley, product