BTEC Introduction to Cabin Crew Unit Certification
Working as cabin crew is often seen as an exciting and glamorous career without having a full appreciation of the role and responsibilities of the job. Cabin Crew are highly trained and are the main point of contact for passengers whilst in the air. They are responsible for passenger safety and are trained to deal with security and emergency situations. These responsibilities start with ensuring that all emergency equipment is in working order before take off and demonstrating safety procedures and equipment to passengers. Cabin Crew are responsible for ensuring that passengers are comfortable throughout the flight and that the flying experience is a pleasant one. They attend to passenger needs and provide a high level of customer service throughout the flight which will include serving refreshments and selling duty-free/tax-free goods.
This unit enables you to gain knowledge of the roles and responsibilities of Cabin Crew, the chain of command on an aircraft and the ground staff they interact with. You will gain a knowledge of the terminology associated with the job such as IATA three letter city/airport and country codes, industry terms associated with international time and terms relating to Cabin Crew duty days, rosters and stand-bys. The key part of the role of Cabin Crew is carried out on the aircraft but essential duties are also undertaken in the crew room both before and after the flight. Pre- and post-flight briefings are vital to the safety and security of the flight and you will take part in a pre-flight briefing within the mock cabin.
You will gain understanding of the importance of maintaining industry standards. You will come to appreciate the need for good timekeeping, perfection in grooming and uniform and the importance of personal presentation both on and off duty. Cabin Crew have a wide range of tasks to perform pre-flight, on the aircraft and post-flight and it is essential that you gain an understanding of how tasks should be prioritised. Last but by no means least,Cabin Crew have to provide excellent customer service and you will gain an understanding of the importance of customer service to the role, the airline and the industry.
You will get a unit certificate for Working as Cabin Crew and will cover the following learning outcomes;
- Know the roles and responsibilities of crew
- Know aviation terminology used by cabin crew
- Know the pre and post flight duties that cabin crew undertake in the crew room
- Be able to take part in a pre-flight briefing
- Understand the importance of maintaining industry standards
Your will be provided with a work booklet to help you complete your tasks and you will be given time within class and independent study time to work on these.
World Host Principles of Customer Service
The WorldHost Principles of Customer Service programme will give you the skills and knowledge to deliver excellent customer service when working as Cabin Crew.In an increasingly competitive business environment, airlines need to work even harder to retain customers and win new ones – and that’s where the excellent customer service provided by their Cabin Crew comes in.
Through this interactive programme, you will think about your own experiences of good and bad service, understand why your role has such an impact on your customers’ experience, and learn vital communication and listening skills that will set you up for success in your future role as Cabin Crew.
You will receive a World Host Principles of Customer Service qualification and will cover the following learning outcomes;
- Why customer service is such an important part of the role of Cabin Crew
- How to make an excellent first impression and make customers feel welcome
- How using customers’ names can help to create a good rapport, and techniques for remembering names
- Communication skills for success
- How to empathise with customers, and why handling their concerns is so important
- Why listening is an essential part of the customer service process, and how to do it effectively
- The value of tourism, and the important role they play in generating revenue for your business and the wider tourism economy
- How to ‘go the extra mile’ – including making five commitments on how they will do this in your business
You will be taught by a World Host qualified Lecturer and will be given various materials throughout the course to help you to achieve your qualification.
Cabin Crew World Host 