Flight Attendant KRA/KPI

**Flight Attendant Job Description**

As a Flight Attendant, you play a crucial role in ensuring the safety, comfort, and well-being of passengers during flights. Your primary responsibilities include providing excellent customer service, adhering to safety protocols, and maintaining a high level of professionalism at all times.

**Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)**

**1. Passenger Safety and Security**
– **KRA:** Ensuring the safety and security of passengers during the flight.
– **Short Description:** Passenger safety and security oversight.
– **KPIs:**
– Percentage of successful safety briefings conducted.
– Response time to emergency situations.
– Compliance with safety protocols.
– Passenger satisfaction ratings on safety measures.

**2. Customer Service Excellence**
– **KRA:** Providing exceptional customer service to enhance the overall passenger experience.
– **Short Description:** Delivering top-notch customer service.
– **KPIs:**
– Average response time to passenger requests.
– Number of positive customer feedback received.
– On-time performance in serving meals and beverages.
– Handling passenger complaints effectively.

**3. Cabin Crew Coordination**
– **KRA:** Collaborating effectively with the cabin crew to ensure smooth operations.
– **Short Description:** Coordinating cabin crew activities.
– **KPIs:**
– Team communication effectiveness.
– Time taken to resolve crew conflicts.
– Adherence to crew scheduling.
– Team performance in emergency drills.

**4. Emergency Preparedness**
– **KRA:** Being prepared to handle emergency situations and evacuations.
– **Short Description:** Emergency response readiness.
– **KPIs:**
– Successful completion of emergency training drills.
– Time taken to evacuate the aircraft in a simulation.
– Emergency equipment inspection compliance.
– Passenger feedback on emergency procedures.

**Real-Time Example of KRA & KPI**

**Example:** In a recent flight emergency, the Flight Attendant team successfully evacuated passengers within the required time frame, leading to zero casualties. This exemplary performance was a result of continuous training and adherence to emergency protocols.

**Key Takeaways**
– **KRA defines what needs to be done**, while **KPI measures how well it is done**.
– **KPIs should always be SMART** (Specific, Measurable, Achievable, Relevant, Time-bound).
– **Regular tracking and adjustments** ensure success in the Flight Attendant role.

This structured content layout provides clear, concise, and measurable KPIs for Flight Attendants, ensuring professional readability and effectiveness in performance evaluation.