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Provide an in-flight catering service

URN: PPLCC21
Business Sectors (Suites): Aviation Operations in the Air - Cabin Crew
Developed by: People 1st
Approved on: 2021

Overview

This standard is about providing an in-flight catering service of drinks and / or food. It also covers maintaining passenger and service areas, including keeping equipment clean and dealing with waste, understanding your organisation's customer service standards and safe and hygienic working practices.

This standard is for all members of the cabin crew.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Provide an in-flight catering service

Performance criteria

You must be able to:

1. Prepare for your in-flight catering service in line with the airline’s service standards and procedures 2. Follow the airline’s procedures for recording stock levels pre and post providing the in-flight catering service 3. Interact with passengers in a way which demonstrates the customer service values of the airline at all times 4. Present information on the in-flight catering service to passengers in a way that meets their needs and promotes the airline’s products 5. Listen and respond to passengers' comments, questions and needs 6. Provide the in-flight catering service in line with the airline’s procedures and relevant legislation 7. Follow the airline’s procedures for storing, rotating and maintaining in-flight catering products 8. Maintain the safety and security of in-flight catering products in line with the airline’s procedures and relevant legal requirements 9. Collect refuse and waste in line with the airline's procedures 10. Clean and store service equipment in line with the airline’s procedures 11. 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 for and providing the in-flight catering service 2. The safe and hygienic working practices for providing the in-flight catering service and why these are important 3. The airline's service standards and customer service values and their importance 4. How to present product information to and interact with passengers during the in-flight catering service 5. The airline’s procedures for storing, rotating and maintaining in-flight catering products and the importance of following them 6. The airline’s and destination specific procedures for dealing with waste 7. How to respond to spillages and breakages 8. The importance of complying with food safety legislation 9. The age and local restrictions on in-flight catering products 10. The importance of, and procedures for maintaining the security of in-flight catering products 11. The types of situations that may occur when providing an in-flight catering service and how to deal with them 12. The relevant legal requirements relating to the in-flight catering service 13. The different types of dietary requirements and needs of passengers and how to cater for them in line with your organisation’s procedures

Scope/range

Inflight-catering:

a) Drink service only
b) Food service only
c) Combined food and drink service
d) Complementary food and drink service
e) Pre-paid food and / or drink service
f) Retail / Buy on board food and / or drink service

Relevant legislation includes:

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

Dietary requirements and needs include:

a) Food allergies and intolerances
b) Religious
c) Health
d) Ethical
e) Cultural
f) Current dietary trends e.g. keto diet

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

GSKCC21

Relevant Occupations

Transport Drivers and Operatives, Transport Operations and Maintenance

SOC Code

6213

Keywords

cabin crew, airlines, passengers, customer service, in-flight catering, aircraft