Job Title: Flight Attendant
Reports to: Lead Cabin Attendant when on flight duty and to the In-flight Services Supervisor
administratively.
Department: In-flight Services
Location: Nairobi, Kenya
Role Purpose Statement:
Under the general direction and guidance of the In-flight Services Supervisor, the Flight Attendant is
responsible for ensuring the safety, comfort, and satisfaction of passengers onboard the flights. This
role involves providing exceptional customer service, conducting safety procedures, and addressing
passengers’ needs during the flight.
Accountability 1. Accountable for implementation and adherence of safety and security
standards on board the aircraft at all times.
Authority 1. Has authority to apply all safety, security and service standards and
procedures as outlined in but not limited to this manual.
2. Has authority to make decisions on risk tolerability when risks are
acceptable.
Accountabilities/Responsibilities:
1. Key Demonstrate and ensure adherence to all safety procedures before, during, and after the
flight, including conducting safety checks and informing passengers of the aircraft’s safety
features.
2. Be trained and ready to handle emergency situations effectively, including administering first
aid and guiding passengers in emergencies.
3. Report all situations affecting safety or security to the lead cabin attendant and the pilot-in-
command, including any incidents or concerns communicated by passengers.
4. Liaise with the cockpit crew for updates on flight details and relay important information to
passengers clearly and professionally.
5. Provide high-quality customer service to passengers, ensuring their comfort and addressing
any concerns or needs they may have during the flight. Follow directives of the lead cabin
attendant to maintain company standards for customer satisfaction and loyalty.
6. Assist passengers with boarding and disembarking, handle special needs passengers, and
resolve any in-flight passenger issues tactfully.
7. Drive revenue by maximizing onboard sales and enhancing the passenger journey from start
to finish. Serve meals, beverages, and sell onboard duty-free goods, managing in-flight
entertainment systems to ensure a pleasant flying experience.
8. Prepare the cabin for flights, ensuring cleanliness, maintaining proper utilization of company
property to avoid wastage and misuse, and ensuring all necessary supplies are onboard.
9. Adhere to all aviation regulations and company policies, including uniform standards and
professional conduct.
10. Gather feedback from passengers regarding their flight experience and report any issues or
suggestions to the management, continually seeking opportunities for enhancing service
quality.
Know-How:
a) Technical Knowledge: Understanding of aviation safety standards and emergency procedures.
Familiarity with in-flight service operations.
b) Management Skills: Ability to manage in-flight situations, including passenger concerns and
cabin management.
c) Human Relations Skills: Excellent interpersonal and communication skills, with the ability to
interact positively with passengers and crew members.
d) Specialized Knowledge: Knowledge of first aid and emergency response protocols.
Problem-Solving:
a) Thinking Environment: Ability to work in a dynamic and sometimes high-pressure
environment, particularly during long flights or emergency situations.
b) Thinking Challenge: Effective problem-solving in managing diverse passenger needs and
handling unexpected situations during flights.
Accountability:
a) Freedom to Act: Autonomy in handling day-to-day in-flight responsibilities, with guidelines
and safety protocols in place.
b) Magnitude: Directly impacts passenger safety, satisfaction, and the overall flight experience.
c) Impact of Decisions: Decisions and actions affect passenger safety, experience, and the
airline’s reputation.
Qualifications:
a) Education: Minimum of Certificate in Cabin Crew or equivalent; a degree in hospitality,
communication, or related field is a plus.
a) Experience: A minimum of 1 year experience in customer service or hospitality is
advantageous. Specific training will be provided.
b) Certifications: Holder of a valid Cabin Crew license/certificate. Membership to professional
bodies is an added advantage.
