Cabin Crew Performance Management

Manage cabin crew performance to ensure quality of service delivery meets organisational standards

Type

Domain

Competency Area

In-Flight Services

Levels

Maintain cabin crew performance during flights to ensure service goals are met

Communicate cabin crew service goals during pre-flight briefings

Monitor cabin crew performance to ensure alignment with organisational standards

Provide feedback on cabin crew performance during flights

Conduct post-flight debriefs to measure cabin crew performance against organisational standards and service goals

Conduct audits and manage cabin crew performance

Develop audit checklists to measure cabin crew performance

Review feedback received by cabin crew

Provide inputs on cabin crew performance and audit results during individual feedback sessions with crew

Coach cabin crew to enhance customer service delivery

Review safety reports to ensure adherence to safety regulations

Resolve customer complaints regarding cabin crew or cases of misdemeanour

Oversee overall cabin crew performance at the organisational level

Review and refine cabin crew service standards and goals

Evaluate performance appraisal reports of cabin crew

Adjudge customer complaint cases regarding cabin crew or cases of misdemeanour to ensure fair and appropriate resolution

Formulate strategies to enhance the quality and delivery of customer services through the revision of policies or performance standards

Develop improvement plans based on the analysis of passenger service and quality assessment reports