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