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Social ServiceISCO 5111

Cabin crew manager

A cabin crew manager is a person who leads the cabin crew of an aircraft, motivating them to meet passenger expectations and to apply the safety regulations on board. The role is senior cabin crew rather than ground management: the manager flies with the crew and works the cabin alongside them.

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Rate 5 of the 23 essential skills of this occupation (European ESCO data). No account needed.

provide first aid

give instructions to staff

maintain relationship with customers

deal with challenging work conditions

upsell products

About cabin crew manager

Safety is the first duty and it outranks everything else. The manager works to the common aviation safety regulations, checks the cabin equipment before departure, and carries out routine checks of flight operations. If the cabin is not ready, the manager reports this to the captain.

Leading the crew is the daily work. The manager gives verbal instructions, which in a cabin have to be short, unambiguous and audible, allocates the crew across the cabin, and analyses the written reports the crew produce about what happened on a flight. Those reports are how a recurring problem on one route becomes visible to the airline.

Passengers are the measure the role is judged by. The manager manages customer service across the cabin, maintains relationships with customers, and handles the situations the crew cannot settle on their own. Increasing product sales on board belongs here too, and the manager has to hold that commercial objective alongside the safety role without letting either displace the other.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (23)

air transport lawair transport lawThe rules and regulations governing air transport, including international law.common aviation safety regulationscommon aviation safety regulationsThe body of legislation and regulations that apply to the field of civil aviation at regional, national, European and International levels.communicate verbal instructionscommunicate verbal instructionsCommunicate transparent instructions. Ensure that messages are understood and followed correctly.provide first aidprovide first aidAdminister cardiopulmonary resuscitation or first aid in order to provide help to a sick or injured person until they receive more complete medical treatment.give instructions to staffgive instructions to staffGive instructions to subordinates by employing various communication techniques. Adjust communication style to the target audience in order to convey instructions as intended.maintain relationship with customersmaintain relationship with customersBuild 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 servic...deal with challenging work conditionsdeal with challenging work conditionsDeal with challenging circumstances in which to perform work, such as night work, shift work, and atypical working conditions.upsell productsupsell productsPersuade customers to buy additional or more expensive products.execute flight plansexecute flight plansListen to the briefing given by the captain or the crew manager; understand service requirements and apply the commissioned tasks in an appropriate manner.manage the customer experiencemanage the customer experienceMonitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.deliver outstanding servicedeliver outstanding serviceProvide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.inspect cabin service equipmentinspect cabin service equipmentInspect 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.conduct full-scale emergency plan exercisesconduct full-scale emergency plan exercisesConduct 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 re...handle stressful situations in the work placehandle stressful situations in the work placeDeal 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.sell souvenirssell souvenirsExchange souvenirs for money by displaying them in an attractive way and communicating with customers.prepare flight reportsprepare flight reportsPrepare 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 veterinary emergencieshandle veterinary emergenciesHandle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.carry out pre-flight dutiescarry out pre-flight dutiesCheck 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.process customer ordersprocess customer ordersHandle 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.provide food and beveragesprovide food and beveragesProvide people with food and drink during trip, a flight, an event, or any other occurrence.perform routine flight operations checksperform routine flight operations checksPerform checks before and during flight: conduct pre-flight and in-flight inspections of aircraft performance, route and fuel usage, runway availability, airspace restrictions, etc.follow verbal instructionsfollow verbal instructionsHave the ability to follow spoken instructions received from colleagues. Strive to understand and clarify what is being requested.analyse work-related written reportsanalyse work-related written reportsRead and comprehend job-related reports, analyse the content of reports and apply findings to daily work operations.
Optional (7) — show
geostationary satellitesgeostationary satellitesThe functioning and purpose of geostationary satellites, their movement in the same direction as rotation of the Earth, and their application for telecommunication and commercial purposes.act reliablyact reliablyProceed in a way that one can be relied on or depended on.use different communication channelsuse different communication channelsMake 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.apply transportation management conceptsapply transportation management conceptsApply transport industry management concepts in order to improve transportation processes, reduce waste, increase efficiency, and improve schedule preparation.provide information to passengersprovide information to passengersProvide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.have computer literacyhave computer literacyUtilise computers, IT equipment and modern day technology in an efficient way.be friendly to passengersbe friendly to passengersEngage 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.

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Frequently asked questions

What does a cabin crew manager do?

Cabin crew managers are responsible for motivating the cabin crew team to surpass passengers' expectations and for the application of safety regulations on board the plane.

What skills does a cabin crew manager need?

A cabin crew manager needs 23 essential skills, including air transport law, common aviation safety regulations, communicate verbal instructions, provide first aid, give instructions to staff.

Will AI replace cabin crew manager jobs?

The AI disruption score for cabin crew manager is 38/100 (moderate risk). Skills most exposed to automation: prepare flight reports, upsell products, analyse work-related written reports. Most resilient: deal with challenging work conditions, provide first aid, act reliably.

Quick Facts

SectorSocial Service
ISCO GroupPersonal service workers
Essential Skills23

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