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Qantas - The Customer Service Supervisor  
User currently offlinejackbr From Australia, joined Dec 2009, 679 posts, RR: 0
Posted (3 years 8 months 2 weeks 4 days 3 hours ago) and read 8859 times:

At Qantas, what duties does the Customer Service Supervisor have?

My understanding is they are second in charge (in Cabin Crew ranks) to the Customer Service Manager and mostly look after the economy cabin.

Do they work exclusively on the 744/A380? Can they ever operate as the CSM if rostering requires it?

I believe they originally had the title of "Chief Flight Attendant", second to "Flight Service Director"

5 replies: All unread, jump to last
User currently offlineVH-BZF From Australia, joined Oct 1999, 866 posts, RR: 0
Reply 1, posted (3 years 8 months 2 weeks 4 days 2 hours ago) and read 8729 times:

Not sure about the good old days but my understanding is the Customer Service Supervisor is a Long Haul only position, so therefore they operate on any aircraft where long haul crew operate? You're right, they over see the W/C & Y/C cabins. They can be called out of category to operate as a Customer Service Manager when required as Qantas see this position as a managerial position. That's what Ive been told.


Ansett Australia - (was) One of the worlds great airlines!
User currently offlineZkpilot From New Zealand, joined Mar 2006, 5282 posts, RR: 10
Reply 2, posted (3 years 8 months 2 weeks 4 days ago) and read 8493 times:

Yup they are part of the OBM team (CSM+CSS). They mostly look after Economy and Premium Economy. They are in-charge of the whole cabin crew when the CSM is on break/incapacitated. It doesn't happen very often but yes a CSS can act as a CSM although this would not be rostered (sickness/injury/short staffed/disruptions etc).
The other term used for them is Second Senior...
Aircraft are A380, 744, A330, 763.

56 types. 38 countries. 24 airlines.
User currently onlinesmi0006 From Australia, joined Jan 2008, 1789 posts, RR: 0
Reply 3, posted (3 years 8 months 2 weeks 3 days 10 hours ago) and read 5872 times:

When opertaing international sectors or widebody flight short-haul crew have an equvilant 'Team-Leader' position, however they just wear the normal uniform.

Are US airlines the only ones that don't have such clearly defined roles?

User currently offlineLufthansa From Christmas Island, joined May 1999, 3290 posts, RR: 9
Reply 4, posted (3 years 8 months 2 weeks 3 days 6 hours ago) and read 4869 times:

while we are at it how many crew on the 744 these days?

User currently offlineqfatwa From New Zealand, joined Jun 1999, 761 posts, RR: 0
Reply 5, posted (3 years 8 months 2 weeks 3 days 3 hours ago) and read 4124 times:

Quoting jackbr (Thread starter):
I believe they originally had the title of "Chief Flight Attendant", second to "Flight Service Director"

The Chief Flight Attendant was in charge of first class only and a number of Senior Flight Attendants were supervisors in Business and Economy.

There were at times, 5 supervisors/managers on the 744 aircraft.

The first change was to replace the Chief with merit-selected First Class Flight Attendants who were trained in fine dining, wines, epicurean syles and skills along with the implementation of the Neil Perry / Rockpool food and service style.
The three First Class flight attendants were a self managed team.

The next move was to replace the 3 Senior FAs with the Customer Service Supervisor - so those who were SFAs could choose to remain as the CSS [by seniority], become a FA [better for bidding] or take a redundancy. About 50 junior SFAs did not maintain their position. All CSSs were trained for 2 days in management technique and refreshed their role as the designated 2IC on the aircraft.

Thus the two person OnBoard Management team was created. Crew in the two business class cabins [on 744] were also self-managed teams, with the CSM as their direct Manager.

As noted by VH-BZF, they were responsible for Economy class [and have since added Premium Y/C], backed up the CSM onboard and could operate as the CSM in adhoc situations. There were many CSMs who actively encouraged and developed their CSSs - at times mentoring them on flights to help them in future selcetion processes to become CSMs.

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