Employee Orientation Manual Flight Attendant
Summary Report for: 53-2031.00 - Flight Attendants Provide personal services to ensure the safety, security, and comfort of airline passengers during flight. Greet passengers, verify tickets, explain use of safety equipment, and serve food or beverages. Sample of reported job titles: Flight Attendant; Flight Attendant and Union Safety Chairperson; Flight Attendant, Inflight Services; Flight Attendant/Air Transportation Supervisor; Flight Attendant/Inflight Manager; Flight Attendant/Inflight Supervisor; In-Flight Crew Member; International Flight Attendant; Lead Instructor/Flight Attendant; Purser. Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order. Direct and assist passengers in emergency procedures, such as evacuating a plane following an emergency landing. Administer first aid to passengers in distress. Announce and demonstrate safety and emergency procedures, such as the use of oxygen masks, seat belts, and life jackets.
Employee Orientation Manual
Walk aisles of planes to verify that passengers have complied with federal regulations prior to takeoffs and landings. Prepare passengers and aircraft for landing, following procedures. Attend preflight briefings concerning weather, altitudes, routes, emergency procedures, crew coordination, lengths of flights, food and beverage services offered, and numbers of passengers. Check to ensure that food, beverages, blankets, reading material, emergency equipment, and other supplies are aboard and are in adequate supply. Determine special assistance needs of passengers such as small children, the elderly, or disabled persons. Announce flight delays and descent preparations.
Reassure passengers when situations such as turbulence are encountered. Greet passengers boarding aircraft and direct them to assigned seats. Inspect passenger tickets to verify information and to obtain destination information. Assist passengers entering or disembarking the aircraft. Operate audio and video systems. Answer passengers' questions about flights, aircraft, weather, travel routes and services, arrival times, or schedules.
Take inventory of headsets, alcoholic beverages, and money collected. Prepare reports showing places of departure and destination, passenger ticket numbers, meal and beverage inventories, the conditions of cabin equipment, and any problems encountered by passengers. Inspect and clean cabins, checking for any problems and making sure that cabins are in order. Conduct periodic trips through the cabin to ensure passenger comfort and to distribute reading material, headphones, pillows, playing cards, and blankets. Assist passengers in placing carry-on luggage in overhead, garment, or under-seat storage. Collect money for meals and beverages. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services.
This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions. Transportation — Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Psychology — Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders. Geography — Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life. Sociology and Anthropology — Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins. Speaking — Talking to others to convey information effectively.
Service Orientation — Actively looking for ways to help people. Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Coordination — Adjusting actions in relation to others' actions. Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one. Reading Comprehension — Understanding written sentences and paragraphs in work related documents. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Speech Clarity — The ability to speak clearly so others can understand you. Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong.
It does not involve solving the problem, only recognizing there is a problem. Speech Recognition — The ability to identify and understand the speech of another person. Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. Near Vision — The ability to see details at close range (within a few feet of the observer). Far Vision — The ability to see details at a distance. Auditory Attention — The ability to focus on a single source of sound in the presence of other distracting sounds.
Gross Body Equilibrium — The ability to keep or regain your body balance or stay upright when in an unstable position. Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Extent Flexibility — The ability to bend, stretch, twist, or reach with your body, arms, and/or legs. Trunk Strength — The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing. Arm-Hand Steadiness — The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position.
Gross Body Coordination — The ability to coordinate the movement of your arms, legs, and torso together when the whole body is in motion. Manual Dexterity — The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects. Multilimb Coordination — The ability to coordinate two or more limbs (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion. Perceptual Speed — The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other.
This ability also includes comparing a presented object with a remembered object. Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
Static Strength — The ability to exert maximum muscle force to lift, push, pull, or carry objects. Time Sharing — The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources). Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients. Performing General Physical Activities — Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials. Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events. Handling and Moving Objects — Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things. Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources. Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems. Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects. Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks. Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time. Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job. Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail. Inspect aircraft or aircraft components. Assist others during emergencies.
Provide transportation information to passengers or customers. Provide first aid or rescue assistance in emergencies. Receive information or instructions for performing work assignments. Monitor availability of equipment or supplies. Resolve issues affecting transportation operations. Assist customers to ensure comfort or safety. Assist passengers during vehicle boarding.
Verify information or specifications. Operate communications equipment or systems. Record operational details of travel. Clean vehicles or vehicle components.
Inspect facilities to ensure compliance with safety, quality, or service standards. Collect fares or payment from customers.
Sell products or services. Title Job Zone Three: Medium Preparation Needed Education Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree. Related Experience Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job. Job Training Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations. Job Zone Examples These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals.
Examples include hydroelectric production managers, travel guides, electricians, agricultural technicians, barbers, nannies, and medical assistants. SVP Range (6.0 to. All 3 displayed Interest code: ESC Want to discover your interests? Take the at My Next Move. Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job. Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations. Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace. Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations. Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. Attention to Detail — Job requires being careful about detail and thorough in completing work tasks. Integrity — Job requires being honest and ethical. Initiative — Job requires a willingness to take on responsibilities and challenges.
Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction. Persistence — Job requires persistence in the face of obstacles. Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems. Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. All 3 displayed. Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment.
Corresponding needs are Co-workers, Moral Values and Social Service. Support — Occupations that satisfy this work value offer supportive management that stands behind employees.
Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical. Working Conditions — Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
Summary Report for: 53-2031.00 - Flight Attendants Provide personal services to ensure the safety, security, and comfort of airline passengers during flight. Greet passengers, verify tickets, explain use of safety equipment, and serve food or beverages. Sample of reported job titles: Flight Attendant; Flight Attendant and Union Safety Chairperson; Flight Attendant, Inflight Services; Flight Attendant/Air Transportation Supervisor; Flight Attendant/Inflight Manager; Flight Attendant/Inflight Supervisor; In-Flight Crew Member; International Flight Attendant; Lead Instructor/Flight Attendant; Purser. Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order. Direct and assist passengers in emergency procedures, such as evacuating a plane following an emergency landing. Administer first aid to passengers in distress. Announce and demonstrate safety and emergency procedures, such as the use of oxygen masks, seat belts, and life jackets.
Walk aisles of planes to verify that passengers have complied with federal regulations prior to takeoffs and landings. Prepare passengers and aircraft for landing, following procedures. Attend preflight briefings concerning weather, altitudes, routes, emergency procedures, crew coordination, lengths of flights, food and beverage services offered, and numbers of passengers. Check to ensure that food, beverages, blankets, reading material, emergency equipment, and other supplies are aboard and are in adequate supply. Determine special assistance needs of passengers such as small children, the elderly, or disabled persons. Announce flight delays and descent preparations. Reassure passengers when situations such as turbulence are encountered.
Greet passengers boarding aircraft and direct them to assigned seats. Inspect passenger tickets to verify information and to obtain destination information. Assist passengers entering or disembarking the aircraft. Operate audio and video systems. Answer passengers' questions about flights, aircraft, weather, travel routes and services, arrival times, or schedules. Take inventory of headsets, alcoholic beverages, and money collected. Prepare reports showing places of departure and destination, passenger ticket numbers, meal and beverage inventories, the conditions of cabin equipment, and any problems encountered by passengers.
Inspect and clean cabins, checking for any problems and making sure that cabins are in order. Conduct periodic trips through the cabin to ensure passenger comfort and to distribute reading material, headphones, pillows, playing cards, and blankets. Assist passengers in placing carry-on luggage in overhead, garment, or under-seat storage. Collect money for meals and beverages. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Transportation — Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Psychology — Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders. Geography — Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.
Sociology and Anthropology — Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins. Speaking — Talking to others to convey information effectively. Service Orientation — Actively looking for ways to help people.
Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Coordination — Adjusting actions in relation to others' actions. Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one. Reading Comprehension — Understanding written sentences and paragraphs in work related documents. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity — The ability to speak clearly so others can understand you. Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Speech Recognition — The ability to identify and understand the speech of another person. Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. Near Vision — The ability to see details at close range (within a few feet of the observer). Far Vision — The ability to see details at a distance. Auditory Attention — The ability to focus on a single source of sound in the presence of other distracting sounds. Gross Body Equilibrium — The ability to keep or regain your body balance or stay upright when in an unstable position.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Extent Flexibility — The ability to bend, stretch, twist, or reach with your body, arms, and/or legs. Trunk Strength — The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.
Arm-Hand Steadiness — The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position. Gross Body Coordination — The ability to coordinate the movement of your arms, legs, and torso together when the whole body is in motion. Manual Dexterity — The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects. Multilimb Coordination — The ability to coordinate two or more limbs (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down.
It does not involve performing the activities while the whole body is in motion. Perceptual Speed — The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object. Selective Attention — The ability to concentrate on a task over a period of time without being distracted. Static Strength — The ability to exert maximum muscle force to lift, push, pull, or carry objects.
Time Sharing — The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources). Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients. Performing General Physical Activities — Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events. Handling and Moving Objects — Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things. Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources. Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems. Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems. Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects. Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks. Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
New Employee Orientation Manual Template
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time. Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job. Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail. Inspect aircraft or aircraft components. Assist others during emergencies.
Provide transportation information to passengers or customers. Provide first aid or rescue assistance in emergencies. Receive information or instructions for performing work assignments. Monitor availability of equipment or supplies. Resolve issues affecting transportation operations.
Assist customers to ensure comfort or safety. Assist passengers during vehicle boarding. Verify information or specifications. Operate communications equipment or systems.
Record operational details of travel. Clean vehicles or vehicle components. Inspect facilities to ensure compliance with safety, quality, or service standards. Collect fares or payment from customers. Sell products or services. Title Job Zone Three: Medium Preparation Needed Education Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
Related Experience Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job. Job Training Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers.
A recognized apprenticeship program may be associated with these occupations. Job Zone Examples These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include hydroelectric production managers, travel guides, electricians, agricultural technicians, barbers, nannies, and medical assistants.
SVP Range (6.0 to. All 3 displayed Interest code: ESC Want to discover your interests? Take the at My Next Move. Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business. Social — Social occupations frequently involve working with, communicating with, and teaching people.
These occupations often involve helping or providing service to others. Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow. Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job. Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations. Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace. Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations. Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
Integrity — Job requires being honest and ethical. Initiative — Job requires a willingness to take on responsibilities and challenges. Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction. Persistence — Job requires persistence in the face of obstacles. Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. All 3 displayed. Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment.
Corresponding needs are Co-workers, Moral Values and Social Service. Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Working Conditions — Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.