Working and Leading People: Cabin Crew Selection Process Report

This report provides a detailed analysis of the human resource management practices within an airline, specifically focusing on the selection, training, and management of cabin crew. The report begins with a job analysis, job description, and person specifications for a flight attendant role, emphasizing the importance of these roles in customer service and safety. It then assesses the legal, regulatory, and ethical considerations relevant to the recruitment process, including compliance with labor laws and anti-discrimination regulations. The report suggests effective selection techniques, such as application forms, CV reviews, simulation exercises, and interviews, to identify ideal candidates. Furthermore, the report explores the benefits of team working within the cabin crew, including leadership and conflict resolution. Finally, it addresses performance planning, monitoring, and assessment methods, along with recommendations for evaluating the success of the assessment process, with the ultimate goal of enhancing customer satisfaction and operational efficiency within the airline.

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Working with and leading
people

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Contents
Introduction......................................................................................................................................4
Task 1...............................................................................................................................................5
1.1 Answer to include: the preparation of job analysis, job description, person specifications. .5
1.2 Assess the impact of legal, regulatory and ethical considerations that are needed to be
considered for the recruitment and selection process for the airline...........................................8
1.3 What are the selection techniques you would suggest that are best suited to recruit the ideal
candidate....................................................................................................................................10
1.4 How have you contributed to the selection process to make it more effective?..................12
Task 3.............................................................................................................................................13
3.1 Assess the benefits of team working in the airline and the team should be the cabin crew
consisting of at least six members.............................................................................................24
3.2 Demonstrate working in a cabin crew team as a leader and member towards specific goals,
dealing with any conflict or difficult situations that you may have faced of recent..................25
3.3 As a leader of the cabin crew review the effectiveness your team has achieved in their
recent goal of increasing customer satisfaction.........................................................................26
Task 4.............................................................................................................................................27
4.1 What factors will you need to consider in planning and monitoring and assessment of work
performance for the cabin crew.................................................................................................27
4.2 How can you plan and deliver the assessment to ensure needs of the cabin crew is
developed...................................................................................................................................28
4.3 What methods can you suggest that the airline should use to evaluate the success of the
assessment process.....................................................................................................................29

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Conclusion.....................................................................................................................................30
References......................................................................................................................................31

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Introduction
Human resource is perhaps the most important resource of an organization in the current
business environment. Human resource is helpful for the company to make efficient use of other
resources and creation of value for the customer. The value creation helps the company to
differentiate it’s offering from those of competitors and thus earn profit. The best company in
this regards tries its best to select the best human resource which can take the goodwill of the
company forward in times to come. Following the process of recruitment, it is the task of the
leaders to guide the recruited people in the right direction so as to help in achieving the company
goals and objectives. The leaders are also required to establish system of ensuring performance
monitoring of the employees and motivate or train them at specific times. In the following pages
different areas of human resource in an organization is described.

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Task 1
1.1 Answer to include: the preparation of job analysis, job description, person
specifications
In an airline the job of a flight attendant is very important one as they are the face of the airline
in front of passengers. The passengers select a particular airline based on the service that they
receive from the flight attendant.
Job analysis
In case of a commercial airline, it’s the flight attendants who are required to take care
about the safety and security of the passengers while they are traveling aboard a particular
airline. The job provides the person with a great opportunity to travel and have contact with a
various people. The flight attendant or a cabin crew is required to have important and great
responsibility and it’s important to point that the job is both emotionally and physically
demanding. While dealing with a particular passenger, it is required that the cabin crew should
act in a diplomatic manner. They should ensure the safety and instruct the passenger regarding
the safety; assist them and the cabin members about the weather condition and other related
problems. As per the job requirements a cabin crew is required to stay close to the airport,
maintain a smile on their faces as they travel through different time zones and spend most of
time while being on feet. As per the job a cabin crew might be required to work for long
durations and work at unsocial hours and even sometimes on public holidays. However, the job
on the positive note offers an unparallel opportunity to meet different people and explore leading
destinations across the globe.
Job description
Starting is done pre-flight briefing of the flight details. Insure adequate supplies,
refreshment and cleaning the cabin. Then cabin crew requires to greet passengers as they enter
the plane and guide them to their respective seats. They are required to give specific attention to
certain class of passengers that are elderly or disabled. Reassure passengers during flight. They
need to serve the onboard passengers with news papers, magazines and other forms of on board

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entertainment. They are required to sell duty free goods to the passengers while in flight and
provide a written report after journey completion. The cabin crew is also required to check the
condition of emergency equipment before the flight takes off and inform the passengers about
safety procedures. During emergencies they are required to provide first aids and deal effectively
with the situation.
Person Specifications
The person specification that is requisite of a person so as to land him or her job as the cabin
crew member varies from one airline to another. However, some of the general person
specifications are as follows:
 Requirements of minimum qualification (specific details varies according to airlines)
 Requirements about height and weight that is proportionate to height (specific details
varies according to airlines)
 Requirements about minimum and maximum age (specific details varies according to
airlines)
 Fluency in English or other language (Other language is preferably the native language of
a particular region)
 Some airlines require the applicant to have a minimum arm length
 Should be medically fit and not have any visible piercings or tattoos
 Survival skills including the ability to swim, survive in a jungle etc. (specific details
varies according to airlines) (Payne, 2015)
In respect of personal specification, there is the need to take into consideration Rodger’s 7-point
plan. This plan comprises of physical make-up, attainments, intelligence, special aptitudes,
interests, disposition as well as circumstances. A brief detailing regarding the plan is as follows,
 Physical Appearance – It includes speech, physical, looks, bearing and health.

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 Achievements– It includes educational training, mental development, studies, experience
as well as achieve something
 Intellectual and Mentality level – It includes brain based skills, recognizing power, ability
to visualize, articulate and solving complex problem and combining ability
 Special aptitudes – It includes abilities regarding construction, equipment, dexterity,
mathematics as well as IT
 Interests – It includes intellectual, practical, active as well as social aspects.
 Disposition – It comprises of maturity, self-reliance, compassion as well as humour
 Circumstances – It includes geographical mobility that excludes discriminatory factors
like age, children, marital status and so on unless having specific relevance with the job.

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1.2 Assess the impact of legal, regulatory and ethical considerations that are needed to be
considered for the recruitment and selection process for the airline
Like in case of every other field, recruitment of a particular person in the position of a cabin
crew is guided by certain legal and regulatory requirements. The impact that different ethical,
legal and regulatory considerations has on the process of recruitment and selection is discussed
next
The person who is being recruited as a member of the cabin crew is required to pass through a
thorough background check. The person to be recruited as a cabin crew is required to pass
through these checks and the recruitment is provisional till the background checks of the person
extending in some cases up to 10 years yields satisfactory results.
Although there can be great variations in the working hours of a cabin crew and the cabin crew
might have to fly at unsocial hours, the maximum number of hours that the cabin crew is
required to fly on a day and in a week is limited by agreement with unions (Townley, 2014).
While recruiting a person in this position the airline is not permitted to discriminate on basis of
his race, nationalism, ethnicity or sex.
The interviewer should not ask questions that can hurt the ethnic or religious sensitivity of a
person.
In some cases the airlines need to train the cabin crew in special survival skill that might be
required in emergency situations.
Impact of Sex Discrimination Act, 2010 – The organization must ensure that they are not
violating the Sex Discrimination Act. The recruitment and selection of a candidate will not be
depending on whether the person is male or female. Therefore, it can be clearly stated that there
should not occur any sort of gender discrimination in the organization.
Impact of Race Relations Act, 1976 – In respect of recruitment and selection of an appropriate
candidate for the organization, there should occur the violation of the Race Relations Act if the
candidates are selected as well as recruited only from a particular race or nationality. Any person

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having the legal work permit as well as eligibility for working in a particular country can get
recruited as well as selected in the organization irrespective of which nationality or race the
candidate is belongs to.
Equal Pay Act, 2010 – In respect of recruitment and selection, this Act states that the there
should not be any kind of discrimination between male and female candidates in terms of pay
structure as well as employment conditions after they are recruited by the organization.

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1.3 What are the selection techniques you would suggest that are best suited to recruit the
ideal candidate
As the cabin crews are the face of the airline in front of the passengers, they play a major role in
either promotion or degrading the goodwill of the brand in times to come. Thus in this case it is
required that the company should design a recruitment procedure that helps in selecting the best
talents. The selection technique in this regards that would help in the selection of ideal candidate
is given below
In order to perform initial screening of the candidates the methods that would be used are CV,
application form and references
Application forms- The candidates applying for the job would be required to fill the application
form. Herein several physical details about themselves including their height, weight, a picture,
languages known and the relevant educational qualification needs to be described. The
candidates are also required to fill in their detailed name, religion, address and fathers name in
the application form (Van den Brink, 2010). Additionally there might be a section in the
application form wherein they could upload their CV
CV- in the CV, the candidates would be required to give details of their educational
qualifications along with the percentages earned in different degrees. Any additional
extracurricular activities known should also be mentioned. There should be a mention of any
previous work experience and any other relevant and important details.
References- References are required to verify the credentials of the candidate and judge the
suitability of the person in the particular position.
Simulation- An important requirement in the job of a cabin crew is that the person has to face a
lot of different and situations while in flight including emergency situations. In order to check
the emotional stability of the person and his or her suitability to face such situations, simulation
exercise can be conducted.

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Interviews: Interview can be used as the last step in the selection process. It is a very good tool
that helps to judge a lot of different aspects about the person simultaneously. Interviews are
useful to judge the emotional stability, language proficiency, domain knowledge and
communication skills of the person.

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1.4 How have you contributed to the selection process to make it more effective?
The selection procedure was designed as a team work or team activity in which different persons
came together to design the selection procedure with the ultimate aim of selecting the best
candidate/s for the job role. The ultimate aim is to select candidates who can increase the
goodwill of the airline in times to come. In this regards it was of utmost necessity that all the
members of the selection team would have to perform their own tasks with élan and efficiency
while they had good collaboration with other team members. I as the team lead of the selection
committee had a major role to play in the selection process. In addition to defining the job of
each team member, I had to keep a watch that the collaboration between the members was
happening at the right spirit. Along with another two team members who had knowledge about
legal and ethical issues I set about to define the person specifications. In addition to that I
extended a helping hand to another group who were busy in defining the selection procedure.
After designing the person specifications, I had to select the best media in which the
advertisement for the post was to be posted. In defining the salary structure of the new
incumbent and their position in the organizational hierarchy along with future growth prospects,
I had to consult with the finance department. My work, in addition to the work of others and the
mutual collaboration amongst the team members ultimately resulted in the formation of a great
selection tool that helped in selecting the right candidates.
 Planning the selection process – For doing this, I have undertaken the process of
selection by doing the review of the provided information from the candidates via
resumes as well as application forms. Other selection techniques that I have used for
interviewing includes samples of work, written tests, oral presentations, personality as
well as tests for aptitudes.
 Woking with a selection panel – I will be working with a selection panel in respect of
the selection process that comprised of a senior staff member, a board member, and also
an efficient colleague. I contributed to the selection panel by doing the screening of
resumes, doing the preparation of questions in respect of the interview, providing input
regarding the final selection process.