Ground steward/ground stewardess jobs in Finland
Ground stewards and 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.
Ground steward/ground stewardess - Which skills are essential?
Respond 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.
Weigh luggage to ensure it does not exceed the weight limit. Attach tags to bags and place them on the luggage belt.
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
Compare passenger identity documents with the information in the system. Print boarding passes and direct passengers to the correct boarding gate.
Generate appropriate responses to the expectations of air passengers; analyse and respond to air passenger behaviour.
Keep 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 requirements.
Know air transport laws and regulations. Due to the nature of aviation, knowledge of air transport laws partially overlaps with knowledge of international law.
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Ground steward/ground stewardess - Which skills are useful but not essential?
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Processes 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.
Build 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 services and by supplying after-sales information and service.
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Exchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.
Persuade customers to buy additional or more expensive products.
Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.
Help VIP-guests with their personal orders and requests.
Check passenger boarding passes and identity documents before they board a plane.
Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.
Screen luggage items in aerodrome through use of CBS system; conduct troubleshooting and identify fragile or oversized baggage.
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
Monitor the departure and arrival times of aircraft; ensure that flights run on time.
Monitor human flow through the screening checkpoint and facilitate the orderly and efficient processing of people; inspect luggage and handbags following screening procedures.