Jackbr
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Joined: Wed Dec 09, 2009 4:14 am

Qantas - The Customer Service Supervisor

Sun Sep 09, 2012 9:12 am

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"
 
VH-BZF
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Joined: Fri Oct 29, 1999 1:28 pm

RE: Qantas - The Customer Service Supervisor

Sun Sep 09, 2012 10:01 am

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.

BZF
Ansett Australia - (was) One of the worlds great airlines!
 
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Zkpilot
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Joined: Wed Mar 08, 2006 8:21 pm

RE: Qantas - The Customer Service Supervisor

Sun Sep 09, 2012 11:37 am

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.
 
smi0006
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Joined: Wed Jan 16, 2008 7:45 am

RE: Qantas - The Customer Service Supervisor

Mon Sep 10, 2012 1:53 am

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?
 
Lufthansa
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Joined: Thu May 20, 1999 6:04 am

RE: Qantas - The Customer Service Supervisor

Mon Sep 10, 2012 5:35 am

while we are at it how many crew on the 744 these days?
 
qfatwa
Posts: 490
Joined: Wed Jun 16, 1999 5:39 pm

RE: Qantas - The Customer Service Supervisor

Mon Sep 10, 2012 8:22 am

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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