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.

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Personality Type

  • Enterprising / Conventional
  • Conventional / Enterprising

Knowledge

  • 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.

  • Air passenger behaviour

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

Skills

  • 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.

  • 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.

  • Tolerate stress

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

  • 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.

  • 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.

Optional knowledge and skills

process booking ensure flights run to schedule ensure accurate screening of luggage in aerodromes sell tickets conduct security screenings upsell products customer service handle customer complaints maintain relationship with customers guarantee customer satisfaction assist customers board aircraft passengers assist clients with special needs assist vip guests communicate by telephone