Social ServiceISCO 5111
Steward/stewardess
A steward or stewardess is a person who carries out catering and passenger service duties on journeys by road, by sea and by air.
Check yourself in a minute: steward/stewardess
Rate 5 of the 7 essential skills of this occupation (European ESCO data). No account needed.
greet guests
handle customer complaints
serve food in table service
maintain customer service
assist passengers
About steward/stewardess
The steward greets guests as they board, serves food on tableware in confined space and in motion, provides assistance to passengers who need help finding a place, stowing luggage or understanding what happens next, and handles financial transactions where food, drink or duty-free goods are sold on board. Throughout the journey the steward looks after customer service and responds to passengers' requests.
The steward complies with legislation on health, safety and hygiene in food handling, which applies on a vessel or an aircraft in the same way as in a restaurant, with the added constraint that food stores are loaded before departure.
The steward handles customer complaints as they arise, resolves what can be resolved on board and records what has to be passed on. Supporting passengers who are tired, delayed or unwell is part of the same work. Formal requirements, including safety training, are set by the operator and by national transport rules.
European Skills Framework
Skills and knowledge areas required for this occupation based on European classification.
Essential (7)
comply with food safety and hygienecomply with food safety and hygieneRespect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.greet guestsgreet guestsWelcome guests in a friendly manner in a certain place.handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.serve food in table serviceserve food in table serviceProvide food at the table whilst maintaining high level of customer service and food safety standards.maintain customer servicemaintain customer serviceKeep 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 requ...assist passengersassist passengersProvide 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.handle financial transactionshandle financial transactionsAdminister 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.
Optional (61) — show
physical parts of the vesselphysical parts of the vesselThe different physical components of the vessel and their maintenance and care effort.health and safety measures in transportationhealth and safety measures in transportationThe body of rules, procedures and regulations related to health and safety measures intended to prevent accidents or incidents in transportation.vessel safety equipmentvessel safety equipmentSafety 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.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.check carriagescheck carriagesCheck 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.distribute local information materialsdistribute local information materialsHand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.assist passengers with timetable informationassist passengers with timetable informationListen 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 se...communicate verbal instructionscommunicate verbal instructionsCommunicate transparent instructions. Ensure that messages are understood and followed correctly.oversee guest laundry serviceoversee guest laundry serviceEnsure that guest laundry is collected, cleaned and returned to a high standard and in a timely fashion.implement marketing strategiesimplement marketing strategiesImplement strategies which aim to promote a specific product or service, using the developed marketing strategies.help to control passenger behaviour during emergency situationshelp to control passenger behaviour during emergency situationsKnow 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 managem...facilitate safe disembarkation of passengersfacilitate safe disembarkation of passengersAssist passengers when they leave the vessel, aircraft, train, or other mode of transport. Keep the safety measures and procedures in mind.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...act reliablyact reliablyProceed in a way that one can be relied on or depended on.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.use riverspeak to communicateuse riverspeak to communicateUse Riverspeak to communicate in technical and nautical terms.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.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.assist passengers in emergency situationsassist passengers in emergency situationsAssist train passengers in emergency situations, following specific procedures to ensure their safety; minimise the damage that unexpected situations may cause.service roomsservice roomsOffer room service and, where appropriate, service public areas, including cleaning surfaces, bathrooms, replacing linen and towels and restocking guest items.communicate reports provided by passengerscommunicate reports provided by passengersTransmit information provided by passengers to superiors. Interpret passenger claims and follow up requests.identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.check passenger ticketscheck passenger ticketsCheck passenger tickets and boarding passes upon entrance. Greet passengers and direct them to their seats or cabins.perform small vessel safety proceduresperform small vessel safety proceduresImplement emergency measures of health care to sick and injured on board, according to established procedures to minimise potential injuries or illnesses.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.show intercultural awarenessshow intercultural awarenessShow sensibility towards cultural differences by taking actions which facilitate positive interaction between international organisations, between groups or individuals of different cultures, and to p...deliver outstanding servicedeliver outstanding serviceProvide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.manage lost and found articlesmanage lost and found articlesMake sure that all articles or objects lost are identified and that the owners gets them back in their possession.prepare mixed beveragesprepare mixed beveragesMake a range of mixed alcoholic drinks, such as cocktails and long drinks and non-alcoholic drinks according to the recipes.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.manage on board hazardsmanage on board hazardsPrevent on board (electrical) hazards and effectively deal with them should they occur; ensure safe embarkation and disembarkation of the vessel.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.demonstrate emergency proceduresdemonstrate emergency proceduresProvide information on and demonstrate emergency procedures to passengers. Explain the use of emergency equipment and direct passengers to the nearest emergency exits.assist clients with special needsassist clients with special needsAid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.sell souvenirssell souvenirsExchange souvenirs for money by displaying them in an attractive way and communicating with customers.implement sales strategiesimplement sales strategiesCarry 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.prepare simple meals on boardprepare simple meals on boardPrepare simple meals using healthy ingredients; work hygienically.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.read stowage plansread stowage plansRead and comprehend content of stowage plans to stow various types of cargo.handle veterinary emergencieshandle veterinary emergenciesHandle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.have computer literacyhave computer literacyUtilise computers, IT equipment and modern day technology in an efficient way.tolerate stresstolerate stressMaintain a temperate mental state and effective performance under pressure or adverse circumstances.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.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.answer questions about the train transport serviceanswer questions about the train transport serviceRespond 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 s...maintain stock supplies for guest cabinmaintain stock supplies for guest cabinKeep supplies of toiletries, towels, bedding, linens and manage supplies meant for guest cabins.perform services in a flexible mannerperform services in a flexible mannerAdapt service approach when circumstances change.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.maintain vessel safety and emergency equipmentmaintain vessel safety and emergency equipmentMaintain 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 rad...handle guest luggagehandle guest luggageManage, pack, unpack and store guest luggage on request.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.
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Frequently asked questions
What does a steward/stewardess do?
Stewards/stewardesses perform food and beverage service activities on all land, sea and air travel services.
What skills does a steward/stewardess need?
A steward/stewardess needs 7 essential skills, including comply with food safety and hygiene, greet guests, handle customer complaints, serve food in table service, maintain customer service.
Will AI replace steward/stewardess jobs?
The AI disruption score for steward/stewardess is 35/100 (moderate risk). Skills most exposed to automation: assist passengers with timetable information, distribute local information materials, answer questions about the train transport service. Most resilient: deal with challenging work conditions, tolerate stress, help to control passenger behaviour during emergency situations.
AI Replacement Risk
35/ 100
Moderate Risk
Low riskHigh risk
Quick Facts
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