Stewards/stewardesses perform food and beverage service activities on all land, sea and air travel services.
No competences in this bucket.
Provide help to people getting in and out of their car or any other transportation vehicle, by opening doors, provide physical support or hold belongings. Keep safety measures and procedures in mind.
Provide food at the table whilst maintaining high level of customer service and food safety standards.
Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.
Welcome guests in a friendly manner in a certain place.
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
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.
No competences in this bucket.
The rules and regulations governing air transport, including international law.
The principles and procedures that govern the development of airports in order to meet the demand for aviation services and comply with the applicable regulations.
The body of legislation and regulations that apply to the field of civil aviation at regional, national, European and International levels.
The different physical components of the vessel and their maintenance and care effort.
Safety equipment used in vessels, including devices such as lifeboats, life rings, splash doors and fire doors, sprinkler systems, etc, and how these must be operated during emergency situations.
The body of rules, procedures and regulations related to health and safety measures intended to prevent accidents or incidents in transportation.
No competences in this bucket.
Respond to all questions customers may have about the transportation services on a train. The conductor should posses a broad range of knowledge on fares, schedules, train services, passwords or web services, etc.
Apply transport industry management concepts in order to improve transportation processes, reduce waste, increase efficiency, and improve schedule preparation.
Assist train passengers in emergency situations, following specific procedures to ensure their safety; minimise the damage that unexpected situations may cause.
Listen to railway travellers and respond to their enquiries related to train times; read timetables to assist travellers with the planning of a trip. Identify in a timetable when a particular train service is scheduled to depart and arrive at its destination.
Engage with passengers according to the expectations of contemporary social behaviour, the specific situation, and the code of conduct of the organisation. Communicate in a polite and clear way.
Check train carriages to ensure cleanliness before the start of a train journey. Ensure that on-board services and entertainment (if any) are functioning as required.
Check passenger tickets and boarding passes upon entrance. Greet passengers and direct them to their seats or cabins.
Transmit information provided by passengers to superiors. Interpret passenger claims and follow up requests.
Provide information on and demonstrate emergency procedures to passengers. Explain the use of emergency equipment and direct passengers to the nearest emergency exits.
Hand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.
Assist passengers when they leave the vessel, aircraft, train, or other mode of transport. Keep the safety measures and procedures in mind.
Manage, pack, unpack and store guest luggage on request.
Know how to use life-saving equipment in emergency situations. Provide assistance if leakages, collisions or fires should occur, and support the evacuation of passengers. Know crisis and crowd management, and administer first aid on board.
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
Inspect cabin service equipment, such as trolleys and catering equipment, and safety equipment such as life jackets, inflatable life rafts or first-aid kits. Record inspections in logbooks.
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
Maintain and inspect all safety and emergency equipment such as life jackets, inflatable life rafts, flares, EPIRB, first-aid kits, AED, skiff emergency packs, emergency flashlights, and hand-held radios. Ensure that safety equipment is organised, available for emergency use, and re-stocked as necessary. Record inspection of the equipment in appropriate logbooks.
Make sure that all articles or objects lost are identified and that the owners gets them back in their possession.
Prevent on board (electrical) hazards and effectively deal with them should they occur; ensure safe embarkation and disembarkation of the vessel.
Ensure that guest laundry is collected, cleaned and returned to a high standard and in a timely fashion.
Perform checks before and during flight: conduct pre-flight and in-flight inspections of aircraft performance, route and fuel usage, runway availability, airspace restrictions, etc.
Implement emergency measures of health care to sick and injured on board, according to established procedures to minimise potential injuries or illnesses.
Make a range of mixed alcoholic drinks, such as cocktails and long drinks and non-alcoholic drinks according to the recipes.
Prepare simple meals using healthy ingredients; work hygienically.
Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.
Read and comprehend content of stowage plans to stow various types of cargo.
Exchange souvenirs for money by displaying them in an attractive way and communicating with customers.
Offer room service and, where appropriate, service public areas, including cleaning surfaces, bathrooms, replacing linen and towels and restocking guest items.
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Use Riverspeak to communicate in technical and nautical terms.
Proceed in a way that one can be relied on or depended on.
Read and comprehend job-related reports, analyse the content of reports and apply findings to daily work operations.
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
Check on-board safety equipment; ensure that the plane is clean; ensure that documents in the seat pockets are up to date; check if all meals and other required stock are on board.
Communicate transparent instructions. Ensure that messages are understood and followed correctly.
Conduct and mobilise all efforts, support organisations, resources, and communications within the airport, to carry out prevention plan exercises in order to prepare and train airport personnel for real-life emergency situations.
Deal with challenging circumstances in which to perform work, such as night work, shift work, and atypical working conditions.
Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.
Listen to the briefing given by the captain or the crew manager; understand service requirements and apply the commissioned tasks in an appropriate manner.
Have the ability to follow spoken instructions received from colleagues. Strive to understand and clarify what is being requested.
Give instructions to subordinates by employing various communication techniques. Adjust communication style to the target audience in order to convey instructions as intended.
Deal with and manage highly stressful situations in the workplace by following adequate procedures, communicating in a quiet and effective manner, and remaining level-headed when taking decisions.
Handle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.
Utilise computers, IT equipment and modern day technology in an efficient way.
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
Keep supplies of toiletries, towels, bedding, linens and manage supplies meant for guest cabins.
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
Adapt service approach when circumstances change.
Prepare reports showing flight departure and arrival locations, passenger ticket numbers, food and drink inventories, condition of cabin equipment, and potential problems encountered by passengers.
Handle orders placed by customers. Receive the customer order and define a list of requirements, a working process, and a time frame. Execute the work as planned.
Administer cardiopulmonary resuscitation or first aid in order to provide help to a sick or injured person until they receive more complete medical treatment.
Provide people with food and drink during trip, a flight, an event, or any other occurrence.
Show sensibility towards cultural differences by taking actions which facilitate positive interaction between international organisations, between groups or individuals of different cultures, and to promote integration in a community.
Persuade customers to buy additional or more expensive products.
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.