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.

The following job titles also refer to ground steward/ground stewardess:

passenger service supervisor
ground attendant supervisor
passenger services supervisor
ground attendant
passenger services agent
meet and assist agent
ground steward
passenger service attendant
ground stewardess

A high school diploma or equivalent is generally the minimum required to work as a ground steward/ground stewardess.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Ground steward/ground stewardess is a Skill level 2 occupation.

These occupations, although different, require a lot of knowledge and skills similar to ground steward/ground stewardess.

restaurant host/restaurant hostess
ticket sales agent
tour operator representative
hotel butler
hotel concierge

These occupations require some skills and knowledge of ground steward/ground stewardess. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of ground steward/ground stewardess with a significant experience and/or extensive training.

waiting list coordinator
ICT help desk agent
life coach
wedding planner
lottery manager

This knowledge should be acquired through learning to fulfill the role of ground steward/ground stewardess.

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

These skills are necessary for the role of ground steward/ground stewardess.

• 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.
• 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.
• 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 passengers: Compare passenger identity documents with the information in the system. Print boarding passes and direct passengers to the correct boarding gate.
• 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.
• Tolerate stress: Maintain a temperate mental state and effective performance under pressure or adverse circumstances.

This knowledge is sometimes, but not always, required for the role of ground steward/ground stewardess. However, mastering this knowledge allows you to have more opportunities for career development.

• Customer service: Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer’s or service user’s satisfaction.

These skills and competences are sometimes, but not always, required for the role of ground steward/ground stewardess. However, mastering these skills and competences allows you to have more opportunities for career development.

• Guarantee customer satisfaction: Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
• Maintain relationship with customers: 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.
• Handle customer complaints: Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
• Sell tickets: Exchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.
• Upsell products: Persuade customers to buy additional or more expensive products.
• Process booking: Execute a booking of a place according to client’s requirement in advance and issue all appropriate documents.
• Assist VIP guests: Help VIP-guests with their personal orders and requests.
• Board aircraft passengers: Check passenger boarding passes and identity documents before they board a plane.
• Assist customers: Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.
• Ensure accurate screening of luggage in aerodromes: Screen luggage items in aerodrome through use of CBS system; conduct troubleshooting and identify fragile or oversized baggage.
• Assist clients with special needs: Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
• Communicate by telephone: Liaise via telephone by making and answering calls in a timely, professional and polite manner.
• Ensure flights run to schedule: Monitor the departure and arrival times of aircraft; ensure that flights run on time.
• Conduct security screenings: Monitor human flow through the screening checkpoint and facilitate the orderly and efficient processing of people; inspect luggage and handbags following screening procedures.

4221 – Travel consultants and clerks

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References

1. Ground steward/ground stewardess – ESCO