Railway crew offers service with a smile

Attendants receive a high level of training to ensure passengers have safe, enjoyable trip

As the commissioning date for Kenya's first modern railway draws near, social media platforms are awash with pictures of the new locomotives and coaches. But the showstopper photo shows the smartly dressed and primed train crew, wearing black, green and red dresses with red blazers and yellow scarves - the nation's official colors.

Kenyans are excited because a brand new career has been added to the country's list of skills. With many Kenyans unable to experience the cabin crew services on planes, the Standard Gauge Railway has finally put these services within reach and increased the appetite of locals to use this mode of transportation - as opposed to buses - when going for holiday or on business trips to the port city of Mombasa.

The crew will be responsible for the comfort, safety and welfare of passengers. According to Louise Hagayana, one of the train crew members, the service will be professional and friendly.

"Our training was high-level and intensive, both in theory and practical aspects. It focused on enhancing passengers' safety and security, and equipped us with the necessary knowledge of emergency procedures," she says.

The 25-year-old has completed two months of training at the Railway Training Institute, a government agency run by Kenya Railways Corp. She says the training gave crew members a good understanding of their roles and responsibilities. The nearest comparison would be the training given to airplane flight attendants.

China Road and Bridges Corp, the company that will operate the railway for the next 10 years, wanted to set high standards.

"Out trainers are keen on setting high safety standards and thus used the best global practices," says Hagayana.

The crew members have ready smiles and an amiable demeanor that puts passengers at ease immediately. They are required to help passengers locate their seats quickly when boarding. Because safety is paramount, they alert passengers on the height and distance between the carriage entrance and the platform while embarking and disembarking to avoid mishaps.

"This will be the first time many Kenyans have experienced such transport. Everything is unfamiliar but we will be on hand to enhance everyone's traveling experience."

To ensure that everything goes smoothly, the team on duty will be required to report to work two hours before departure. A briefing by the operation team will keep them up to date on the number of passengers expected, any special requests and anything else that needs attention.

"The team will be prepped on passengers' needs to increase comfort, especially for those who are accompanied by children or are physically or mentally challenged," says Hagayana.

The training also emphasized teamwork so that the crew members perform their duties respectfully and are proficient in emergency procedures such as evacuation, firefighting, crowd control and even health emergencies.

Test runs have alerted them to the tendency of passengers to open windows when approaching the coastal region, known to have higher temperatures than Nairobi.

"The windows must remain closed at all times and instead passengers should request the air conditioning system be switched on. This is more comfortable," says the former model. who has always wanted a career as a cabin crew member.

She reveals that one of the requirements for recruitment was to have previous training in another profession. Hospitality-related experience was preferred. The job also requires excellent interpersonal skills.

"I think this criterion called for young people who have a higher level of maturity, to handle even the most difficult passengers. We are ready to take care of everyone," she says.

Hagayana acknowledges the high expectations Kenyans have for the new railway. She therefore expects a large number of passengers to travel once it has been launched by President Uhuru Kenyatta on May 31.

"Handling passengers is a challenging task since all of them have different dispositions. But we are ready and understand that the customer comes first."

Besides the comfortable interior, soothing and comfortable music will be played during journeys to further relax the passengers. Information will also be relayed through the intercom about the scenery along the way, thus increasing awareness of local features. Tourism is Kenya's second-largest source of foreign exchange revenue, following agriculture.

Lucymorangi@chinadaily.com.cn

(China Daily Africa Weekly 05/26/2017 page19)