Steward/stewardess Personal Service Workers

Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.

Welcome guests in a friendly manner in a certain place.

Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.

Provide food at the table whilst maintaining high level of customer service and food safety standards.

Know air transport laws and regulations. Due to the nature of aviation, knowledge of air transport laws partially overlaps with knowledge of international law.

Recommended Books

5 books

Introduction to International Air Law

Gracieux Mbuzukongira

2024

Preview

Fundamentals of International Aviation Law and Policy

Benjamyn I. Scott, Andre…

2024

Preview

Legal and Regulatory Issues in International Aviation

Ruwantissa I.R. Abeyratne

2023

Preview

Transport Law on Passenger Rights

Marko Pavliha

2023

International Aviation Labour Law

Andrea Trimarchi

2022

Preview

The body of rules, procedures and regulations related to health and safety measures intended to prevent accidents or incidents in transportation.

Gain theoretical and practical knowledge of safety equipment used in vessels, including devices such as lifeboats, life rings, splash doors and fire doors, sprinkler systems, etc. Operate equipment during emergency …

Know airport planning for different types of aircrafts; use that information to mobilise resources and people in order to handle the aircrafts while they are in the airport.

Recommended Books

2 books

Airport Planning and Management 7e (Pb)

Seth Young

2023

Fundamentals of Airport Planning

Ravi Lakshmanan

2023

Preview

Prevent on board (electrical) hazards and effectively deal with them should they occur; ensure safe embarkation and disembarkation of the vessel.

The body of legislation and regulations that apply to the field of civil aviation at regional, national, European and International levels. Understand that regulations aimed at protecting citizens at all …

Recommended Books

2 books

Commercial Aviation Safety, Seventh Edition

Anthony Lawrenson, Clare…

2023

Preview

Safety Regulation in International Aviation Law

Grzegorz K. Zając

2025

Preview

Detailed knowledge of the different physical components of the vessel. Provide maintenance and care to ensure optimal operations.

Read and comprehend job-related reports, analyse the content of reports and apply findings to daily work operations.

Apply transport industry management concepts in order to improve transportation processes, reduce waste, increase efficiency, and improve schedule preparation.

Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.

Communicate transparent instructions. Ensure that messages are understood and followed correctly.

Deal with challenging circumstances in which to perform work, such as night work, shift work, and atypical working conditions.

Hand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.

Have the ability to follow spoken instructions received from colleagues. Strive to understand and clarify what is being requested.

Give instructions to subordinates by employing various communication techniques. Adjust communication style to the target audience in order to convey instructions as intended.

Handle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.

Utilise computers, IT equipment and modern day technology in an efficient way.

Know how to use life-saving equipment in emergency situations. Provide assistance if leakages, collisions or fires should occur, and support the evacuation of passengers. Know crisis and crowd management, and …

Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.

Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product …

Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and …

Make sure that all articles or objects lost are identified and that the owners get them back in their possession.

Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.

Perform checks before and during flight: conduct pre-flight and in-flight inspections of aircraft performance, route and fuel usage, runway availability, airspace restrictions, etc.

Handle orders placed by customers. Receive the customer order and define a list of requirements, a working process, and a time frame. Execute the work as planned.

Administer cardiopulmonary resuscitation or first aid in order to provide help to a sick or injured person until they receive more complete medical treatment.

Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.

Read and comprehend content of stowage plans; basic knowledge of how to stow various types of cargo.

Persuade customers to buy additional or more expensive products.

Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.

Respond to all questions customers may have about the transportation services on a train. The conductor should posses a broad range of knowledge on fares, schedules, train services, passwords or …

Assist passengers when they embark vessels, aircraft, trains and other modes of transport. Keep safety measures and procedures in mind.

Assist train passengers in emergency situations, following specific procedures to ensure their safety; minimise the damage that unexpected situations may cause.

Listen to railway travellers and respond to their enquiries related to train times; read timetables to assist travellers with the planning of a trip. Identify in a timetable when a …

Engage with passengers according to the expectations of contemporary social behaviour, the specific situation, and the code of conduct of the organisation. Communicate in a polite and clear way.

Check on-board safety equipment; ensure that the plane is clean; ensure that documents in the seat pockets are up to date; check if all meals and other required stock are …

Check train carriages to ensure cleanliness before the start of a train journey. Ensure that on-board services and entertainment (if any) are functioning as required.

Check passenger tickets and boarding passes upon entrance. Greet passengers and direct them to their seats or cabins.

Transmit information provided by passengers to superiors. Interpret passenger claims and follow up requests.

Conduct and mobilise all efforts, support organisations, resources, and communications within the airport, to carry out prevention plan exercises in order to prepare and train airport personnel for real-life emergency …

Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.

Provide information on and demonstrate emergency procedures to passengers. Explain the use of emergency equipment and direct passengers to the nearest emergency exits.

Listen to the briefing given by the captain or the crew manager; understand service requirements and apply the commissioned tasks in an appropriate manner.

Assist passengers when they leave the vessel, aircraft, train, or other mode of transport. Keep the safety measures and procedures in mind.

Manage, pack, unpack and store guest luggage on request.

Inspect cabin service equipment, such as trolleys and catering equipment, and safety equipment such as life jackets, inflatable life rafts, first-aid kits, skiff emergency packs, emergency flashlights, and hand-held radios. …

Keep supplies of toiletries, towels, bedding, linens and manage supplies meant for guest cabins.

Maintain and inspect all safety and emergency equipment such as life jackets, inflatable life rafts, flares, EPIRB, first-aid kits, AED, skiff emergency packs, emergency flashlights, and hand-held radios. Ensure that …

Ensure that guest laundry is collected, cleaned and returned to a high standard and in a timely fashion.

Implement emergency measures of health care to sick and injured on board, according to established procedures to minimise potential injuries or illnesses.

Prepare reports showing flight departure and arrival locations, passenger ticket numbers, food and drink inventories, condition of cabin equipment, and potential problems encountered by passengers.

Make a range of mixed alcoholic drinks, such as cocktails and long drinks and non-alcoholic drinks according to the recipes.

Prepare simple meals using healthy ingredients; work hygienically.

Provide people with food and drink during trip, a flight, an event, or any other occurrence.

Exchange souvenirs for money by displaying them in an attractive way and communicating with customers.

Offer room service and, where appropriate, service public areas, including cleaning surfaces, bathrooms, replacing linen and towels and restocking guest items.

Use Riverspeak to communicate in technical and nautical terms.