What skills does a ground steward/ground stewardess need?

A ground steward/ground stewardess needs 9 essential skills including air passenger behaviour, air transport law, communicate with customers, check in luggage, manage the customer experience. Core competencies include .

Will AI replace ground steward/ground stewardess jobs?

The AI disruption score for ground steward/ground stewardess is 57/100 (high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

RetailCustomer services clerksISCO 4221

ground steward/ground stewardess

Ground stewards/ground stewardesses assist rail passengers before they board. They check in passengers and also perform customer service duties such as booking train tickets and helping passengers to apply for refunds after a delay or cancellation.

European Skills Framework

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

Essential (9)

air passenger behaviourair passenger behaviourThe study and analysis of the expectations of air passengers in order to predict air passenger behaviour and generate appropriate responses.air transport lawair transport lawThe rules and regulations governing air transport, including international law.communicate with customerscommunicate with customersRespond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.check in luggagecheck in luggageWeigh luggage to ensure it does not exceed the weight limit. Attach tags to bags and place them on the luggage belt.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.check in passengerscheck in passengersCompare passenger identity documents with the information in the system. Print boarding passes and direct passengers to the correct boarding gate.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.tolerate stresstolerate stressMaintain a temperate mental state and effective performance under pressure or adverse circumstances.

Optional (14)

customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.guarantee customer satisfactionguarantee customer satisfactionHandle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.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...handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.sell ticketssell ticketsExchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.upsell productsupsell productsPersuade customers to buy additional or more expensive products.process bookingprocess bookingExecute a booking of a place according to client's requirement in advance and issue all appropriate documents.assist VIP guestsassist VIP guestsHelp VIP-guests with their personal orders and requests.board aircraft passengersboard aircraft passengersCheck passenger boarding passes and identity documents before they board a plane.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.conduct airport security screeningconduct airport security screeningMonitor passenger flow through the screening checkpoint and facilitate the orderly and efficient processing of passengers; inspect luggage and cargo following screening procedures.communicate by telephonecommunicate by telephoneLiaise via telephone by making and answering calls in a timely, professional and polite manner.ensure flights run to scheduleensure flights run to scheduleMonitor the departure and arrival times of aircraft; ensure that flights run on time.conduct security screeningsconduct security screeningsMonitor human flow through the screening checkpoint and facilitate the orderly and efficient processing of people; inspect luggage and handbags following screening procedures.