CHAPTER FOUR INVESTIGATION OF THE CURRENT PROCEDURE INTRODUCTION Nowadays more and more trying to increase their competitiveness

s I the airline and cargo industry in order to gain greater market sharing in emerging market, to accommodate competition it is grater important to recruit and selection of high quality cabin crew because they are the one who always interact with passengers on board, there behave and positive attitudes towards passengers important and line. commitment for their job will be key to recognize the air

4.1

The Current Recruitment Process at Sri Lankan Airline To provide service Strait from the heart means always responding to passengers

in a warm friendly and professional manner, keep smiling and appear professional as when offers are going to bead, remain calm when encounter difficult situations and demanding passengers, prepared in work on public holidays, during weekends and special occasions to be the most important characteristic to become excellent cabin crew member in national carrier. Aiming to select best out of best Sri Lankan Airline cabin crew recruitment program. They focused on hired young women from rural areas who will be given a chance to join Sri Lankan National Carriers cabin crew. Recruitment teams recently visited provinces in the south and central areas as well as the outer areas of the western province where the capital is located. Recent recruitment program interviews were conducted in end of 2010 covering six districts Kandy, Tangalle, Tissamaharama, Galle, Badulla and Kalutara. Though this specially designed program in according with the Mahinda Chinthanaya recruitment program focused on female between 19-29 years age with six GCE O/L passes including a credit for English, Further those who were selected outright for entry to airlines have to undergo 65 days rigors cabin crew training program. But those who are did not quit meet the required standard but nevertheless demonstrated potential were chosen for the special personal development program. In three months a group of instructors who included the airlines own staff and external experts in relevant fields teach of their personalities & capabilities. The training program included English, Grooming, Etiquettes, Team building, Role play, Customer service and airline

industry orientation. They trainees have an opportunity to go through the interview process for cabin crew. If they selected they would go into the cabin crew training program and would have to pass several test before quilting to as a cabin crew member of most prestigious Sri Lankan air line.

4.2

Requirements of the current procedure

Infracting with a wide variety of people from a broad range of cultures forms a major part of the cabin crew role. Cabin crew must be able to relate to others and show a passion for delivering excellent customer service. There is a need to balance confidence and professionalism with a friendly approachable manner. Anticipating and exceeding customer expectation is essential. To become a part of our world famous cabin crew, you should be y y y y A Sri Lankan citizen Between 20 and 29 years as at 5th of May 2011 Not less than 170.2 cm ( Body Mass Index applies) 06 Passes at the GCE O/L Examination with a Credit for English and a three year Diploma from Ceylon Hotel School or a recognized Hospitality Trade Institute. or 06 Passes at the GCE O/L Examination with a Credit for English and 02 Years experience in a recognized Hotel classified by the Tourist Board with a minimum of one star Or an organization recognized by SriLankan Airlines in a frontline customer service area such as Banks, Travel Trade, Telecom, or Restaurants approved by the Tourism Development Authority. Strong communications skills in English Single Preference will be given to candidates with pleasing personalities, good interpersonal skills and the ability to work in a team environment.

y y y

4.3

Job Description Air cabin crew is the main point of contact for passengers while they are in the

air. They are responsible for passenger safety and are trained to deal with security and emergency situations. They ensure that all emergency equipment is in working order prior to take off and explain and demonstrate safety procedures and equipment to passengers. They also reassure passengers in the event of an emergency. Air cabin crew ensures that passengers are comfortable throughout the flight and that the flying experience is a pleasant one. They attend to passengers' needs and provide a high level of customer service, serving refreshments and selling duty-free goods.

4.4

Key Responsibilities The majority of a flight attendant's duties are safety related. Prior to each flight, flight

attendants attend a safety briefing with the pilots and lead flight attendant. During this briefing they go over safety and emergency checklists, the locations and amounts of emergency equipment and other features specific to that aircraft type. Boarding particulars are verified, such as special needs passengers, small children travelling as unaccompanied or VIPs. Weather conditions are discussed including anticipated turbulence. Prior to each flight a safety check is conducted to ensure all equipment such as life vests, torches and firefighting equipment are on board, in the right quantity, and in proper condition. Any unserviceable or missing items must be reported and rectified prior to takeoff. They must monitor the cabin for any unusual smells or situations. They assist with the loading of carry-on baggage, checking for weight, size and dangerous goods. They then must do a safety demonstration or monitor passengers as they watch a safety video. They then must "secure the cabin" ensuring tray tables are stowed, seats are in their upright positions, armrests down and carry ones stowed correctly and seat belts fastened prior to takeoff. All the service between boarding and take-off is called Pre Take off Service. Once up in the air, flight attendants will usually serve drinks and/or food to passengers. When not performing customer service duties, flight attendants must periodically conduct cabin checks and listen for any unusual noises or situations. Checks must also be done on the lavatory to ensure the smoke detector hasn't been deactivated and to restock supplies as needed. Regular

cockpit checks must be done to ensure the pilot's health and safety. They must also respond to call lights dealing with special requests. During turbulence, flight attendants must ensure the cabin is secure. Prior to landing all loose items, trays and rubbish must be collected and secured along with service and galley equipment. All hot liquids must be disposed of. A final cabin check must then be completed prior to landing. It is vital that flight attendants remain aware as the majority of emergencies occur during takeoff and landing. Upon landing, flight attendants must remain stationed at exits and monitor the airplane and cabin as passengers disembark the plane. They also assist any special needs passengers and small children off the airplane and escort children, while following the proper paperwork and ID process to escort them to the designated person picking them up. Flight attendants are highly trained to deal with a wide variety of emergencies, and are trained in First Aid. More frequent situations may include a bleeding nose, illness, small injuries, intoxicated passengers, aggressive and anxiety stricken passengers. Emergency training includes rejected takeoffs, emergency landings, cardiac and in-flight medical situations, smoke in the cabin, fires, depressurization, on-board births and deaths, dangerous goods and spills in the cabin, emergency evacuations, hijackings, water landings, and sea, jungle, arctic, and desert survival skills.

4.4

Other Benefits y y y y y y y Good Remuneration Package Holiday Entitlement Free Uniform Bonus Healthcare schemes Opportunities for reduced air fare travel and travel discounts / Free air tickets Sports and social facilities