Profession ground steward / ground stewardess

Ground stewards and ground stewardesses assist rail passengers before they board. They check in passengers and also perform customer service duties such as booking train tickets and helping passengers to apply for refunds after a delay or cancellation.

Personality Type

• Enterprising / Conventional
• Conventional / Enterprising

Knowledge

• Air passenger behaviour

  Generate appropriate responses to the expectations of air passengers; analyse and respond to air passenger behaviour.

• Air transport law

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

Skills

• Check in luggage

  Weigh luggage to ensure it does not exceed the weight limit. Attach tags to bags and place them on the luggage belt.

• Manage the customer experience

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

• Tolerate stress

  Maintain a temperate mental state and effective performance under pressure or adverse circumstances.

• Maintain customer service

  Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.

• Check in passengers

  Compare passenger identity documents with the information in the system. Print boarding passes and direct passengers to the correct boarding gate.

• Communicate with customers

  Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

Optional knowledge and skills

Source: Sisyphus ODB