A Day in the Life of a Passenger Service Crew: Our Ground Host & Hostess
While our cabin crew ensure your pleasant experience above the clouds ??, our passenger service crew make the magic happen on the ground ??. Also known as ground hosts or hostesses, these unsung heroes play a pivotal role in ensuring a smooth and safe boarding process for all passengers, laying down the foundation for an enjoyable journey ahead.?
As the heart and soul of our commitment to excellent on-ground hospitality and care, their role as our passenger service crew goes beyond mere airport service provision. Interested in learning more? Take this opportunity to catch a closer glimpse into the daily life of our dedicated passenger service crew!?
Greeting and Assisting Passengers with Check-in Procedures
With morning flights taking off at the crack of dawn, our dedicated passenger service crew begin their preparation as early as 3:30 am. They set up the check-in counters before its opening hours, ensuring everything is organised and well prepared for the day ahead.?
As passengers gather at the counters for their flights, the crew members are ready to greet them with a warm smile and helping hand. They verify? passengers’ travel documents such as passports, print their boarding passes, and assist them with baggage check-in. ?? In brief, their primary role at the check-in counters is to efficiently coordinate passengers’ check-ins, enabling them to start their journey with ease.??
Ensuring a Smooth and Seamless Boarding Process
Our ground hosts and hostesses extend their hospitality beyond the check-in counters. Once passengers have checked in, their dedication to ensuring a delightful travel experience continues throughout passengers’ boarding process, with the aim to help them board smoothly and safely. ??
Checking boarding passes of passengers?
This is done to ensure that the boarding passes are valid, and that passengers arrive at the correct boarding gate for their designated flight at the appropriate time.?
Providing support to passengers with their carry-on luggage when needed
In special cases, the passenger service crew may offer passengers with larger or bulkier carry-ons the option to check them in, in order to ease their boarding journey.
Making last calls?
As departure time approaches, the passenger service crew makes the final boarding call to ensure all passengers are accounted for before the flight departs promptly.?
Compiling data?
After facilitating a smooth boarding process for passengers onto their flights, the crew transitions into some administrative duties. This includes compiling and maintaining accurate records of all passengers who have boarded, a crucial task performed for security purposes.?
Supporting Passengers with Special or Emergency Needs?
Aside from performing the routine tasks of facilitating check-ins and boarding procedures, our passenger service crew are also required to be on standby to handle ?unique requests and respond effectively to critical situations that may arise from check-in until boarding. Whether it's assisting individuals with disabilities, elderly travellers, or families with young children, our team is well-trained to address a wide range of passenger needs efficiently. As ground hosts and hostesses, their mission is to ensure that every journey is comfortable, enjoyable, safe, and stress-free for all passengers.
Fun fact: Becoming a passenger service crew also involves undergoing rigorous emergency response training, including CPR, to better handle medical emergencies and safeguard passengers’ well-being while on the ground!
Challenges and Satisfying Moments
Being a passenger service crew comes with challenges and rewards. Handling numerous passengers, especially tough ones, can be demanding. However, the opportunity to assist passengers in resolving their issues and transforming?a potentially stressful journey into a pleasant experience makes it all worthwhile. Witnessing the smiles, appreciation and gratitude from passengers, especially those with special needs, can be immensely gratifying.
Issac, one of our dedicated passenger service crew, shares his perspective on the job: "One of the challenges I face is the language barrier with international passengers. However, it's also incredibly rewarding to have the opportunity to interact with passengers from diverse and wonderful cultures and backgrounds."?
On another note, Monisha and Iwani worked in different industries before transitioning into the aviation industry as a passenger service crew. Monisha was a law firm administrator while Iwani ran an online business selling shoes. So, what motivated them to make the career switch? You may be wondering. Continue scrolling to read what they have to say!
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Monisha, a former law firm administrator, found the switch invigorating. She says: “I decided to switch careers because it takes me out of the office environment and immerses me in a dynamic, fast-paced setting. It has also given me a great opportunity to interact with people from different countries, build strong global connections, and experience diverse cultures. Above all, the joy of assisting passengers in need is the top reason why I love my current role.”?
Similarly, Iwani's motivation for the career change stemmed from her desire to challenge herself to come out of her shell, and improve her social and communication skills. “Engaging in two-way communication with passengers from different walks of life has greatly boosted my confidence,” says Iwani.?
Moreover, the job occasionally presented Iwani with delightful surprises. She has had the opportunity to meet some notable figures in Malaysia, including Joe Flizzow, Azhan Rani, Marissa Yasmin, and Alia Bastamam! ? These serendipitous encounters have added an exciting touch to her already fulfilling career as a passenger service crew.?
What are the Requirements to become a Passenger Service Crew??
According to Hari, our Passenger Services Manager, being a passenger service crew requires a combination of these qualities:
By possessing these qualities and skills, aspiring passenger service crew members can excel in their role, ensuring that air travel becomes a delightful experience for all our passengers.?
To sum up…
Our passenger service crew go beyond just providing assistance to passengers. They are our essential ground hosts and hostesses dedicated to transforming your airport experiences into a journey of comfort and cherished moments, by serving you from the heart. ??
PS: Check out the videos below for a glimpse of our passenger service crew team in action! ??
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Also, interested to be part of our fun and energetic team? Click the link below! ??