Job roles in travel and tourism - Air cabin crew and Holiday rep.

AS and A Level Business Studies

Nisha Paul

Task 1 (B)

* Job title: Cabin Crew Member

Main duties, roles and responsibilities:

Attending a pre-flight briefing, during which air cabin crew are assigned their working positions for the upcoming flight (crew are also informed of flight details, the schedule and if there are passengers with any special requirements, such as diabetic passengers, passengers in wheelchairs or the number of infants on board);
Carrying out pre-flight duties, including checking the safety equipment, ensuring the aircraft is clean and tidy, ensuring that information in the seat pockets is up to date and that all meals and stock are on board;
Welcoming passengers on board and directing them to their seats;
Informing passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away;
Checking all passenger seat belts and galleys are secure prior to take-off;
Making announcements on behalf of the pilot and answering passenger questions during the flight;
Serving meals and refreshments to passengers;
Selling duty-free goods and advising passengers of any allowance restrictions in force at their destination;
Reassuring passengers and ensuring that they follow safety procedures correctly in emergency situations;
Giving first aid to passengers where necessary;
Ensuring passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers;
Completing paperwork, including writing a flight report.

Entry requirements

Height: Airlines have set a minimum height restriction between 5’2” and 6’3” for safety reasons, so the cabin crew can reach all the safety and emergency equipment on the aircraft

Weight: companies usually ask for height should be in proportion to weight which enables cabin crew to wear the standard crew safety harness.

Language: A good standard of fluency in English language, spoken and written. Candidates who have the ability to converse in a foreign language may be at an advantage.

Health & Fitness: A good standard of health and fitness is important cope with the demands ...

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Entry requirements

Height: Airlines have set a minimum height restriction between 5’2” and 6’3” for safety reasons, so the cabin crew can reach all the safety and emergency equipment on the aircraft

Weight: companies usually ask for height should be in proportion to weight which enables cabin crew to wear the standard crew safety harness.

Language: A good standard of fluency in English language, spoken and written. Candidates who have the ability to converse in a foreign language may be at an advantage.

Health & Fitness: A good standard of health and fitness is important cope with the demands of flying. Candidate must be physically fit and a confident swimmer, they must be able to swim 25 metres unaided.

Qualifications: Candidate must have a minimum of 3 GCSE's grade C (or equivalent). This would ideally include Maths and English.

Job description

Air cabin crew are the main point of contact for passengers while they are in the air. They are responsible for passenger safety and are trained to deal with security and emergency situations. They ensure that all emergency equipment is in working order prior to take off and explain and demonstrate safety procedures and equipment to passengers. They also reassure passengers in the event of an emergency

Air cabin crew ensure that passengers are comfortable throughout the flight and that the flying experience is a pleasant one. They attend to passengers' needs and provide a high level of customer service, serving refreshments and selling duty-free goods. They are expected to be friendly, polite and courteous at all times. They also liaise with pilots and other members of the crew. They greet passengers and direct them to their seats and make sure luggage is safely stowed away

Person Specification

Be tactful but assertive, with the ability to deal with difficult situations politely but firmly
Have a clear speaking voice
Enjoy team work
Be calm under pressure and in emergencies
Be confident, friendly and good with people
Be sensitive and reassuring towards people who are anxious or upset
Be able to work quickly and efficiently
Be confident with money, including foreign currency.

Seasonality: Most of the airlines tend to recruit temporary air cabin crew on a seasonal basis. Securing a permanent contract can be difficult as many airlines recruit staff just for one season.

Cabin crew will be expected to work on weekends, public holidays, and evenings will often be taken up by work. Cabin crew attendants may be able to work on a part-time basis but hours will still be unsocial at times.

* Job title: Holiday representative

Main duties, roles and responsibilities:

Meeting guests at the airport;
Escorting guests to their accommodation;
organising and hosting welcome meetings (sometimes for up to 200 people);
Selling and organising resort excursions and other activities;
Selling car hire and other services;
Responding to clients’ queries (this may involve being on duty for set times each day);
Handling client issues, such as: lost luggage or passports; allegations of theft or other crimes; problems with rooms; and health problems, injuries, or even deaths;
Dealing with unforeseen ‘non-client’ problems, e.g. flight delays, coach strikes, weather conditions;
Resolving any conflict with or between clients;
Establishing and maintaining relationships with local hoteliers, apartment owners, excursion agents and travel companies;
Maintaining an in-depth knowledge of the resort and the local area in order to answer clients’ questions;
Keeping up to date with local events and activities, which may be of interest to clients;
Maintaining an in-depth knowledge of all the excursions offered;
Accompanying customers on excursions and acting as a guide;
Taking part in and organising daytime and evening entertainment;
Checking hotel standards and safety procedures;
Completing risk assessments and health and safety checks;
Keeping basic accounts and records, and writing reports;
Assisting in the support and training of new holiday representatives.

Entry requirements:

Education and qualifications

Essential

Educated to GCSE Level (or equivalent).

Desirable

A basic knowledge of a foreign language.
A formal qualification in Travel and Tourism.

Language: A good standard of fluency in English language, spoken and written. Candidates who have the ability to converse in a foreign language may be at an advantage.

Job description:

A holiday representative is responsible for looking after groups of clients on package holidays at resorts.

Their main priority is to ensure that clients enjoy their holiday and that everything runs as smoothly as possible for them. As the public face of the tour operator, they must create an excellent first impression and continue to provide an outstanding service to clients throughout the duration of their stay.

The role involves holding welcome meetings, handling complaints and resolving problems as they arise.

Holiday representatives are often also responsible for selling resort excursions and additional services, such as car hire.

Person specification:

Good communication skills and the ability to converse with customers.
The ability to work either as part of a team or independently.
The ability to listen and respond sympathetically to customer’s needs/requests.
Positive and outgoing personality and must enjoy interaction with others.
Must be flexible and self motivated
Decision making skills
Excellent communication skills

Seasonality: Most of the large tour operators employ holiday representative on a seasonal contract, summer season and winter season. Summer season is the busiest period but some representatives also work in winter sun destinations or ski resorts. Depending on the resort and the country, holiday seasons may run from April onwards, October to January or for ski resorts December to late April.