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Elements and Performance Criteria

1. Plan and prepare for flight
   • Liaison with relevant flight crew is undertaken to confirm departure tasks
   • Cabin preparation tasks are confirmed as completed and reported to appropriate flight crew
   • Flight crew are briefed on aircraft passenger and cargo load details as required
2. Supervise cabin service and resources
   • Cabin service standards are monitored throughout the flight in accordance with enterprise standards
   • Crew members are assisted to prioritise workload
   • Consultation with senior flight crew and other crew members is undertaken to determine improvements in efficiency and service levels
   • Aircraft stores and supplies are managed to achieve a cost effective result for the airline, while maintaining high quality customer service
   • Operational difficulties and problems are anticipated and resolved
   • Incidents related to unlawful interference with aviation during flight are resolved in accordance with regulatory requirements
3. Use and maintain aircraft cabin equipment
   • Cabin equipment is used in accordance with manufacturer instructions and enterprise procedures
   • Faults are accurately diagnosed and promptly reported in accordance with enterprise procedures
4. Complete administrative requirements
   • Cabin operations administrative documentation is completed at the appropriate time in accordance with airline procedures and regulatory requirements
   • Input about operational requirements is provided to appropriate personnel in accordance with enterprise procedures

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.
Problems and incidents during supervision of cabin operations must include one or more of the following:	delayed or cancelled flight faulty cabin service or aircraft safety equipment incidents classified as unlawful interference with aviation passenger or staff illness use of technical devices

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

adapting to differences in equipment and operating environment in accordance with standard operating procedures applying precautions and required action to minimise, control or eliminate identified hazards applying relevant legislation and workplace procedures communicating effectively with others when providing leadership and supervising cabin operations identifying and correctly using relevant equipment implementing contingency plans implementing response actions to unlawful interference with aviation incidents relevant to own role implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations interpreting and following operational instructions and prioritising work modifying activities depending on workplace contingencies, situations and environments monitoring and anticipating operational problems and hazards and taking appropriate action monitoring work activities in terms of planned schedule operating electronic communications equipment to required protocol reading, interpreting and following relevant regulations, instructions, procedures, information and signs reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures responding appropriately to cultural differences in the workplace selecting and using required personal protective equipment conforming to industry and WHS/OHS standards working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

airline standards, principles and philosophies for providing quality customer service to passengers airline structure, products, policies, procedures and service standards appropriate service to customers with a range of disabilities and specific needs cabin features and amenities for various types of aircraft cabin product and service procedures complaint handling procedures customer service records/documentation features, amenities and departure gate locations of terminals at designated airports importance of customer service to airline and to individual crew responsibility needs and expectations of different types of customers, including internal and external customers problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case relevant enterprise business plans relevant customs, quarantine, equal opportunity and anti-discrimination regulations relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for supervision of cabin operations relevant WHS/OHS regulations risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions service quality and continuous improvement principles unlawful interference with aviation incidents and response actions relevant to own role: causing damage to an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk committing an act at an airport, or causing any interference or damage, that puts the safe operation of the airport, or the safety of any person at the airport, at risk destroying an aircraft that is in service doing anything on board an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk placing, or causing to be placed, on board an aircraft that is in service anything that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk putting the safety of an aircraft at risk by communicating false or misleading information putting the safety of aircraft at risk by interfering with, damaging or destroying air navigation facilities taking control of an aircraft by force, or threat of force, or any other form of intimidation or by any trick or false pretence.

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