HR Corner Preparing for a career at cruising altitude by Susanna Tai Shirley Au Yeung, cabin crew manager, Cathay Pacific Airways Photo: Edde Ngan Training programme behind airline's service accolades Cathay Pacific will have to find some extra space in the corporate trophy cabinet because the company has just picked up another prestigious industry award. Named as "Airline of the Year 2006" by Air Transport World magazine, this is seen as recognition for outstanding performance, as well as for maintaining a consistent standard of excellence over the years. "We will continue to strive to be the best, but an award like this is testament to the teamwork and commitment of every member of staff," says cabin crew manager Shirley Au Yeung. She notes that the company has always aimed to hire cabin crew who are service-minded and dedicated to helping customers. With plans to expand both the fleet and the service network, this will remain a priority. Possibly as many as 800 cabin crew will be taken on this year. This follows on from the hiring of 600 flight attendants in 2004 and a further 1,200 recruits in 2005. "We look for attitude and train for skills," says Shirley. The recruitment process entails a series of selection interviews and assessments. Group exercises are used to check candidates' ability to work and communicate as part of a team, and their strengths and weaknesses are measured in a number of key competencies. We look for attitude and train for skills Establishing rapport "We always emphasise the need for good language skills, since it obviously helps if cabin crew can speak to passengers from different countries in their own languages," Shirley explains. "This facilitates communication and establishes rapport." One of the company's goals is to strengthen Hong Kong's position as a global aviation hub and gateway to China. Consequently, it is now a prerequisite for new joiners to be able to read and speak Mandarin fluently in day-to-day dealings with passengers. Besides being proactive and outgoing, applicants for cabin crew positions must also be sensitive to cultural differences. For instance, trainees are reminded never to be too casual when serving passengers and are taught that, although Asian and Western travellers may have contrasting expectations, these should be respected equally. To do this, it is necessary to be observant and have a responsible attitude. Training policies All new flight attendants undertake an intensive six-week training programme. This thoroughly familiarises them with all aircraft technical and safety procedures, plus the duties and practices related to passenger service. Included in this are in-flight service flow, knowledge of first-aid, and instruction on how to operate cabin facilities such as personal TVs. There are also classes in grooming, projecting a positive service image for Hong Kong and for the airline, and making in-flight service announcements. The underlying philosophy is to bring out the best in all trainees by applying varied teaching methods and taking into consideration their different aptitudes and skills. Trainers provide comprehensive guidance every step of the way, but trainees must be prepared to assume full responsibility for making progress and achieving results, Shirley says. Cathay's cabin crew also receive ongoing training and internal bulletins on a wide range of work-related topics. There are sessions to share experiences about cultural differences, fine-dining workshops, and an annual refresher programme on safety and service procedures. To keep pace with the current expansion plans, periodic reviews are conducted of hiring needs and entry requirements, so that they are in alignment with operational developments. "We must continuously improve, so that we are ready to take up new challenges," Shirley concludes. Salient Points - Named "Airline of the Year 2006" by Air Transport World magazine, a recognition for outstanding performance and consistently high service standards - Ultimate goal set to strengthen Hong Kong's position as global aviation hub and gateway to China - Intensive six-week training programmes offered to all new flight attendants - Cabin crew receive ongoing training and internal bulletins on work-related topics - Periodic reviews conducted of hiring needs and entry requirements aligned with operational developments Taken from Career Times 19 May 2006, p. A20 Your comments are welcome at [email protected]