1.

Introduction
Brief information about the company
Bamboo Airways was established in 2017, a member of FLC Group. Bamboo Airways is
Vietnam's first airline operating under the Hybrid model, combining traditional airlines
and low-cost airline models, aiming to meet the diverse needs of all customer segments.
Mission
Bamboo Airways sets out is to connect the tourist lands of Vietnam, enhancing the image of
the country and its people on the international map. Besides, Bamboo Airways also wishes
to cooperate with leading brands in the aviation field in the world (Vietair, n.d)dietaryr
Vision
Bamboo Airways has broadened our commercial reach by offering flights to crucial locations
where our sibling firms have invested considerably in construction (Bamboo Airways,
n.d)Bamboo Airways, n.d  
Brief information about the job (main responsibilities, main requirements)
The flight attendant is a field that has many responsibilities and requirements. In terms of the
primary duties, flight attendants guide passengers during flight to keep safety and order. They
also serve the food, entertainment equipment for customers and solve pop-up problems. Due to
communicating with customers and lifting substantial items for passengers, flight attendants are
required to meet the standard of physical requirements such as having over 1m6 for women and
1m7 for men and can lift about 10 kilograms. Flight attendants’ education level is required; they
have to graduate high school and have an English certification and cabin crew certification.
The importance of topic? Why you choose this topic
Bamboo Airways is a new airline, has only been established for four years, so it is still in the
development and branding phase. Therefore, workflow analysis for a flight attendant is essential
to determine service quality and human resources at Bamboo Airways. The more accurate the
workflow, the higher the productivity, efficiency in business, customer satisfaction, and
employee engagement. Additionally, workflow analysis assists managers in comprehending the
steps that lead to job fulfillment. When a project is assigned to flight attendants, a workflow
analysis shows the management what occurs next (Roselyn, n.d)Roselyn, n.d. Realizing the
importance of workflow analysis, this essay will recommend to the human resource manager
how to design a workflow analysis for flight attendants based on the information about Bamboo
Airways.
2. Workflow analysis
          2.1. Perform a workflow analysis on this job, including job output, activities, and inputs.
               A Job output analysis
Airline service which transports passengers to the destination
Bamboo Airways has four quality services (Bamboo Airway, n.d) 
1. Ticket classes operated by Bamboo
 Economy Class - Bamboo Eco
Bamboo Eco is the cheapest ticket used by Bamboo, suitable for passengers who want to have
an economical flight. In this ticket class, the passengers can pay at the time of booking.
However, they are not allowed to change the flight information or cancel the ticket in any way. 
 Flexible economy class - Bamboo Plus
Bamboo plus is similar to Bamboo Eco, but it has more utility services. In this class, the
passengers can change the flight information and carry more baggage free of charge to be
more convenient
 Business Class - Bamboo Business
With this class, passengers can experience the perfect flight, reclining into the flatbed and
relaxing massage mode. Moreover, the passengers can sit for a wait in the VIP lounge at the
airport, have an airport shuttle,  private boarding, and be free to check in to any seat   
 First Class - First Class
This ticket class is for international flights. Passengers can own a secret compartment to create
a personal space with a variety of entertainment services. Also, the passenger’s priority check-
in, priority boarding, use of VIP lounge, and airport shuttle service.
2. Luggage service
        If the passengers have luggage exceeding the standard weight for each ticket class, the
passengers can refer to the table of fees for buying additional checked baggage of Bamboo
Airways to carry more bags. 
3. Unaccompanied children service
       The passengers can report the unaccompanied children case for Bamboo Airways before
the flights. Moreover, the passengers can book flight attendants to keep children during the
flights.
4. Special medical support services available on Bamboo Airways Flights 
Passengers with visual or hearing impairments
Special medical support
 Medical oxygen service
 In-flight stretcher service
 In-flight wheelchair service
Bamboo Airways arranges staff and uses specialized equipment such as wheelchairs,
forklifts, and other devices to help passengers travel in the terminal, board, or disembark
and in the aircraft bin.  
               B, Job activities analysis
Flight attendant
Stage 1: Before take-off
Firstly, the flight attendants are responsible for ensuring that sufficient refreshments and
emergency equipment are ready. This prepares for the particular medical support services 
Secondly, checking tickets, seat positions for passengers, stabilizing seats for passengers,
detecting fake tickets or mistaken tickets and seats. Because Bamboo Eco does not allow
passengers to change the name or date of flight, these activities help flight attendants control the
passenger with different ticket classes because each ticket class has additional services and
demands.
Thirdly, flight attendants assist passengers in arranging hand luggage, personal items allowed to
carry and check baggage validity and safety to make sure luggage service performs well. No case
of luggage exceeds the regulation of Bamboo Airway to guarantee fairness for all passengers in
the flight. 
Stage 2: During the plan
Flight attendants have to provide customer care services for passengers such as eating, resting,
headphones, newspapers, books, personal hygiene, etc. As mentioned above, the Bamboo
Business or First Class highly attaches the entertainment, resting service. Thus, to produce that
output, the activities of flight attendants focus mainly on customer care services to satisfy
customers.
Furthermore, flight attendants instruct passengers to use emergency equipment, assist the
passengers with visual and hearing impairments, supply exceptional medical support for
passengers as soon as needed to perform medical support service available on Bamboo Airway
as mentioned above. 
If the flight attendants are booked to keep the children before, they have to sit next to them or
constantly ask to assist them in need. This is the task of flight attendants to do for the
unaccompanied children’s service. 
Also, if the passengers book the in-flight wheel service, the flight attendant has the responsibility
of arranging seats and helping the passengers travel in aircraft (if necessary)
 
Stage 3: After landing
Flight attendants assist passengers in dismounting the plane safely, checking for any stowaways
or suspicious goods on board, as well luggage left in overhead lockers. They also instruct
passengers to exit the aircraft to reduce the confusion among the ticket class because the
passengers who purchase Bamboo Business and First Class tickets exit first and have a private
boarding pass.
               C, Job input analysis
                      Raw materials
Before take-off, flying degrees and certificates, employee identification cards, papers related to
the flight, check-list of passengers, and luggage suitcases, including necessary items, are
prepared by flight attendants. 
Flight attendants prepare food, drink, and flight safety equipment to instruct the passengers on
using it in an emergency. In some cases, they also prepare medical supplies or wheel-chair.
After landing, a flight report has to be written immediately. 
                      Equipment
Flight attendants use walkie-talkies to conveniently communicate with other cabin crew
members, serving customers quickly when required.
Ipad is also an indispensable equipment for flight attendants because they use Ipad to store all
flight information instead of thick notebooks like before
                      Human skills

2.2 What are the knowledge, skills, and abilities necessary to perform the tasks?
Prepare a job specification based on your analysis.
          A, Knowledge, skills, and abilities
1. Knowledge
Because flight attendant is a specific profession that needs to be highly specialized, well-
trained, and needs professional certificates, flight attendants must have Cabin crew certification
first. Besides, education level also reflects the knowledge of flight attendants; they are required
to graduate from high school or equivalent qualification at least to have a better healthy lifestyle
and behavior recognition (HealthyPeople, n.d).
Industry expertise and comprehension of the federal legislation and regulations that airlines
must follow are also required knowledge for flight attendants. The Federal Aviation
Administration (FAA) sets forward the rules and rules that airlines must follow to operate safely.
A flight attendant must master FAA requirements and essential responsibilities to ensure the
safety of passengers (Federal Aviation Administration, n.d) 
Importantly, as the primary job of flight attendants is to keep passengers safe (Rachel, 2018),
flight attendants must be aware of the safety standards and procedures that must follow during
the three stages of flight. Also, when a medical emergency arises during a flight, rapid medical
assistance is restricted. Thus, flight attendants are trained to practice first aid, essential medical
support such as self-defense, and customer service knowledge to solve dilemma situations to
protect themselves and the passengers. They are equipped with deep knowledge about
handling all possible scenarios (Skybrary, n.d). 

2. Skills
Flight attendants have to communicate with a variety of customers from different cultures,
countries. Besides, flight attendants must be good communicators because they must instruct
passengers on safe emergency protocols and communicate information accurately. It is critical
to pay attention to the customer's request and answer promptly (Paul, 2005). Hence, they have
communication skills, language skills to satisfy all customers, giving them the most welcoming,
comfortable atmosphere followed by the standard of flight attendants.

Since flight attendants cannot avoid conflict situations or challenging customers, they have to
apply problem-solving skills to solve the problem, which still maintains the regulation of Bamboo
Airways and keeps the customer relationship. Additionally, flight attendants use their training
and skills to handle emergencies and help passengers and the flight crew. Problem-solving
abilities are also required to resolve passenger disagreements and complaints effectively.

Strong customer service abilities are essential for flight attendants since they contact
passengers frequently. On lengthier flights, passengers rely on flight attendants to help them
with requirements, such as providing comfort and entertainment, such as food and beverages,
magazines, and movies. 

Flight attendants also apply special aviation situation handling skills in the training program to
ensure the best possible solution in the warranted situation. They are trained to be able to predict
the potential dangers and how to deal with them. For example, suppose the passengers are too
drunk, resulting in misbehaving actions in the flight. In that case, flight attendants have to
develop a way to communicate with those passengers to prevent chaos and maintain convenience
and safety. 

3. Abilities
Due to managing the cabin crew, the minimum physical requirements are pulling, lifting, moving,
or assisting the passengers. However, flight attendants must have stable health and withstand
tremendous pressure to protect passengers against emergencies. The goal of a fitness-to-fly
examination is to explain the personal health conditions required to execute cabin crew tasks by
combining national aviation administrative authorities' rules and regulations (Andrea, 2021).

Flight attendants are considered a “PR” product for Bamboo Airways, so the standard for
appearance is more important. If flight attendants are good-looking, it brings goodwill at first
sight to customers. Many passengers think that the more attractive the flight attendant, the
better the service (Ben, 2018) 

          B, Job specification 

Bamboo Airways
Job Specification
Job Title: Flight Attendant
Department: In-Flight Services
Reports To: Head of In-Flight Services

Job Overview:
This position improves customer satisfaction by conducting safety inspections, attending pre-
flight briefings, and serving passengers food.

Requirements:
1. Knowledge:
 Know about first-aid, self-defense, and customer service 
 High school diploma or equivalent qualification
 Cabin crew certification 
 FAA policies and regulations

2. Skills:
 Customer-service skills
 English skills (fluency in multiple languages is an advantage)
 Communication skills
 Special aviation situation handling skills
 Troubleshooting skills
 Critical thinking skills
 Problem-solving skills 

3. Ability:
3.1. Physical Requirements:
 Long durations of standing and moving across the cabin, involving turbulence in flight
 Be able to lift 25 pounds, with the occasional need to raise to 50 pounds.
 Good general health and fitness
3.2. Appearance:
 Age: 20-30
 Male: 1m70 - 1m80; Female: 1m60 - 1m75
 Good-looking/well-balanced
 No bad marks of congenital appearance (defects, scars, etc.)

2.3 Discuss how the following trends are changing the skill requirements for
the job: increasing use of social media; increasing international
competition; and increasing work-family conflicts?
A, Increasing use of social media
Social media is used by 65 million Vietnamese individuals, approximately 67 percent of the
country's total population (figure 1). Residents of Vietnam spend an average of 6 hours 30
minutes online, with 2 hours 22 minutes spent on social media sites and 2 hours 09 minutes
spent watching videos (Simon, 2020)Simon, 2020. Vietnamese people use the Internet and
social media more than those in other Asian countries (Quy, 2021)Quy, 2021. As can be
seen, social media in Vietnam has developed significantly and has become an integrated part
of life. People use social media for chatting, relaxing, or gaining information. Thus, the
passengers tend to search for information about Bamboo Airways on social media; they are
likely to read the comments and reviews before experiencing flight service. This forms the
initial thoughts of new customers for Bamboo Airways. Whether good or bad, it also
dramatically affects customer behavior while experiencing the service. Hence,  flight
attendants should be trained about handling false information of Bamboo Airways if the
passengers mention it in the flight. They are responsible for explaining and supplying the
correct information to build the customers’ trust. Moreover, flight attendants need to ask
 passengers about the source of information to report to the Bamboo Airways office to clarify
the information and avoid misunderstanding, which negatively affects the image of Bamboo
Airways. Therefore, the human resource managers will appreciate the listening and sharing
skills of flight attendants when recruiting to enhance the quality of service.

In addition, watching videos online is the most prominent media habit in Vietnam, with 95
percent of people watching videos online at least once a month on YouTube (Simon, 2020). It
would be fantastic if Bamboo Airways could take advantage of this chance and engage in video
marketing in Vietnam. Aside from its high consumption rate, video has a far greater interaction
rate than any other advertising media in Vietnam. To encourage potential buyers to watch the
video and enhance the view-through rate, the company must offer engaging and easy-to-
understand video content (Asianpac, 2020) Asianpac, 2020. As mentioned above, flight
attendants are representative of Bamboo Airways when communicating with customers.
Whether the company's image is good or not depends significantly on the flight attendant. Also,
flight attendants are the ones who convey Bamboo Airways's messages and values to
customers through service. Thus, flight attendants can interact and give instructions about flight
safety for watchers who may become Bamboo Airways’s customers soon through video format.
This brings Bamboo Airways' image closer to customers, creates friendliness, increases
interaction, and provides accurate information about flight safety to help passengers equip basic
knowledge to protect themselves against emergencies in the flight. Therefore, to meet these
requirements, flight attendants must have confident acting skills in front of the camera to
demonstrate certainty in professional knowledge and create a feeling of sharing or chatting
rather than a promotional or introductory video.

B, Increasing international competition

=> Skill requirements follow the international standards

Bamboo Airways has 26 international competitions in Vietnam (Alotrip, 2018) Alotrip, 2018. To
compare more specifically and simply, this SWOT table focuses only on Air France, one of the
leading competitions.  
Strength Weakness

 Supported by the governments of  Cannot supply the national flights in

France Vietnam
 A direct flight from Vietnam to the  There is no initiative because there
France (Air France, n.d) Air France must be managed the taking off and
website  landing by Vietnam airlines
 Besides direct flights, AIR FRANCE  Brand awareness is low in the
also offers customers flight options Vietnamese market 
from Vietnam to Europe via other
Asian cities such as Singapore,
Bangkok (Hangkhongquocte, n.d) Air
France
 The airline has 237 aircraft and flies
to 183 destinations around the world
(Alotrip, 2018).

 Opportunity Threat

 Customers can experience the direct  Vietnamese customers can only

flight without exchanging among the
airline brands
 Customers can easily purchase
tickets in Vietnam because Air France
has offices in HCM city or Ha Noi city
evaluate the quality when they travel
to Europe or France. 
 Reopening international flights is now
mainly for business. Whereas, the
number of international passengers to
Vietnam is increasing slowly due to the
Covid-19 pandemic. This reduces the
number of flights of Air France (Long,
2021). Long, 2021  

Based on the SWOT table, the flight of Air France from VN is ordinarily long. Thus, the flight
attendant of Air France must have better physic to be able to serve customers on such a long
flight. Also, they must have a stable emotion to solve any pop-up situation during the flights. To
compete in international competitions like Air France, flight attendants of Bamboo Airways need
to learn positive thinking skills. This helps them maintain their mentality and behavior on long
flights. Besides these skills will transmit the positive energy, good image about Bamboo Airways
to passengers who are tired of too long flights. Besides, international flight usually serves
passengers from all countries around the world. Hence, if Bamboo Airways wants to expand the
market and go global, its flight attendants should perceive cross-cultural adaptation skills, which
means they have to understand the differences in customs, lifestyles, and taboos to avoid when
communicating with customers from different cultures. For instance, when serving the
passengers from Arabic, the flight attendants avoid serving pork because eating pork is
forbidden in Arab culture (Leavenworth, 2006). To sum up, this skill shows professionalism and
shows deep concern for customers through the service, gestures, and actions of flight
attendants. 
C, Increasing work-family conflicts.
Although being a flight attendant is one of the most favorite jobs, some parents are not
supportive of their children working as flight attendants. According to McNeely and
colleagues' research, flight attendants had greater incidences of various illnesses and
ailments, such as female reproductive malignancies, sleep difficulties, and depression.
Hence, most parents will worry about their children's health when they mention becoming
flight attendants. Besides, flight attendants often have to live far away from home, have
irregular hours, and do not have time for their families during holidays and New Year
because of the busy schedule with long flights (Drew, 2004) Drew, 2014. This leads to family
distance, causing conflicts, disagreements about time and way of thinking. 
In addition, if flight attendants have children, they will have no time for their children. Thus,
the children feel like they are not getting enough love, feel lonely or create behavior disorders
because they are all immature and need someone to share the obstacles in life (Jennifer,
2018) Jenifer 2018. To have a work-life balance, flight attendants should learn life balance
skills and persuasion skills,  which means they should allocate time reasonably for family and
work. For instance, if there are crucial days for the family, flight attendants can persuade the
colleagues to exchange the flight schedule, then enjoy the time with family to tighten the
relationship. By contrast, if the flights are more critical, flight attendants can persuade family
members to sympathize with this inconvenience of being absent in the days for the family. As
can be seen, persuasion skills and know-how balance life skills can minimize the work-life
conflicts for flight attendants, which helps them perform the task more effectively. 
2.4 Which job design approach is the most influential in redesigning this job?
 Redesigning flight attendants after the Covid-19 pandemic: the workload may increase to
meet the customers’ demand. There has been a gradual increase in local flying and travel
since the Vietnamese government encouraged tourism to recover. Also, international
travelers are rising steadily as the global search for Vietnamese accommodation is on an
upward trend (Anh, 2021) Tuan Anh 2021. In addition, the labor supply of Bamboo is
shortage but not severe. The dramatic drop in passenger air transport demand due to the
COVID-19 pandemic is threatening many people working in the aviation industry, particularly
flight attendants (Vietnamplus, 2021) Vietnamplus 2021. As a result, Bamboo Airways may
face many challenges in retaining or recruiting new flight attendants, although BamBoo
Airways did not lay off employees (Dan, 2021) Dan 2021. Given that many of them have
decided to quit or transfer their jobs. Therefore, the workload for current flight attendants of
Bamboo Airways may be overloaded until the company recruits more flight attendants. 

Flight attendants have other tasks of checking the full vaccination certificate of passengers,
body temperature, RT-PCR negative for COVID-19 certification, and reminding about
the 5K message during the flight (Huyen, 2021)Huuyen 2021. These tasks comply with the
law and protect the community from the spread of the pandemic. Therefore, flight attendants
must strictly implement this because these tasks are probably the most important when the
government reopens flights.

As seen in the analysis above, a motivational approach can be the most influential in
redesigning the job. It concentrates on enhancing the value of work by job enlargement,
which means expanding the variety of duties done. This helps flight attendants understand
the noble responsibility of the job that dramatically affects the community’s safety. Thanks to
this task, the passengers can be protected from virus infection, which is also the main job of
flight attendants - keeping safety for passengers. Additionally,  Bamboo Airways can perform
a motivational approach by job enrichment, giving flight attendants decision-making to realize
the meaningfulness of their job. Given that a flight attendant is a person who brings
happiness to others in the flight by helping them reach their destination safely. For instance,
the particular flight brought Vietnam citizens home from the US. The flight attendants are
brave when facing the covid-19 virus to get their compatriots back to their country. Although
the pandemic is controlled well shortly, flight attendants still confront the risk of the virus. This
directly affects the health of flight attendants. Hence, the flight attendant is coping with many
difficulties in the recovery period after the pandemic. However, suppose flight attendants can
freely raise ideas and decide how to do the job to develop the company after COVID-19. In
that case, they will be motivated and understand the importance of the job more clearly. 

3. Conclusion

In conclusion, one of the most straightforward methods for human resource managers to keep
track of flight attendants’ efficiency is to design work-flow analysis. Besides, the flight attendants
can base on it to understand what they should do for the organization and reduce the time to
communicate with others to ask about their duties. Therefore, Employees may spend more time
producing genuine value for their company because of this benefit 
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