LEADERSHIP, CUSTOMER SERVICE / PUBLIC RELATIONS AND COMMERCIAL AWARENESS

LEADERSHIP

The Commander should:

• Lead by example;
• Ensure appropriate decisions are made and implemented;
• Motivate the crew;
• Develop the skills of the flight crew;
• Co-ordinate inter-related activities concerning the flight;
• Demonstrate and support team working;
• Involve crew members in the operation and decision making process;
• Monitor flight crew performance and give constructive advice to the crew members;
• Encourage a good working atmosphere;
• Demonstrate an understanding for the work of other staff involved in the flight;
• Encourage cabin crew and ground staff optimum performance and feedback observations;
• Create a climate for open communication and listen effectively;
• Establish good working relationships with all staff related to the flight;
• Clearly communicate intentions and required standards.

CUSTOMER SERVICE / PUBLIC RELATIONS

The Commander should:

• Instill confidence in the airlines reliability and security by his leadership;
• Retain a sense of responsibility for passengers when he is off the aeroplane;
• Project the image of the airline by personal example;
• Endeavour to ensure aeroplane departure/arrival are punctual;
• Communicate with passengers as appropriate;
• Establish good working relationships with ground staff and cabin crew to produce consistent service of high quality.

COMMERCIAL AWARENESS

The Commander should :

• have sufficient understanding of the rationale behind marketing decisions to effectively encourage customers to fly The Company;
• exercise good judgment when making decisions taking into account the cost and commercial implications and alert the company to more effective ways of operating;
• utilize knowledge provided of the route flown, together with relevant competitor information, to maximize The Company’s potential to compete; and
• alert The Company of any commercial opportunity he encounters and be provided with feedback on the decision reached.