by Kiki Ward
This is the question the recruiter will use to get an indication of your professionalism by determining whether or not you remembered his/her name. What is the name of the person to your left (or right)?
Again, a test of your listening skills and professionalism.
Tell me something you learned today about someone in this room.
I remember this question from my own interview. Throughout your interview listen to what is being said around you and you will be able to pick up on something to use for this question. It can be where another applicant is from, what another applicant does for a living, etc..
Describe the way you work under a tight deadline or time constraint.
This question is going to give the recruiter a feel for whether or not you are going to be able to complete a service on a thirty minute flight for a plane full of people and also whether you will be able to endure the rigors of the training schedule. Again, relate your ability to adapt and jump into a situation ready to perform under any circumstances.
How is your attendance record at your current employer and at previous employers?
Airlines have very strict attendance policies. At most airlines you are limited in the number of trips you can call in sick for in a specified period. Answer this question honestly as all of your references are going to be thoroughly checked by the airline.
What do you consider a reasonable number of days to miss work?
The recruiter would like to hear a minimal amount. Relate that you take good care of yourself physically and maintain an orderly personal life so as to avoid having to miss work.
Tell me about a time you made a quick decision.
As a flight attendant, you will be making quick decisions all of the time. An American Airlines flight attendant recently saved a passengers life who was having a heart attack in the terminal by running onto an airplane parked at a gate and retrieving a heart defibrillator and immediately beginning life saving procedures. Now that was a quick decision! You will be expected to think fast as a flight attendant. Think of an instance where your quick thinking was beneficial to a customer or assisted someone.
What have you done in the past or do currently to better enhance your knowledge or yourself?
Think of your own personal interests and how you research and learn about those interests. This would be a good time to include volunteer work. Also include your interest in meeting new people and learning from them.
When have you not agreed with policy or procedure at your current job or in past work?
If you have had an experience like this then mention it but relate that you have always adhered to procedure and do not normally make exception to company policy.
What is the most difficult thing you have had to overcome at your current job?
Avoid anything about personality differences with your boss or co-workers. Avoid relating that the work is too hard or that the hours are too long. A good answer is the fact that you have had to overcome the realization that your current job is not where you desire to be and so you are pursuing your dream of becoming a flight attendant.
How do you handle a new procedure aat work? The best answer is that you take on new procedure and change with enthusiasm and enjoy enacting new, innovative ways of doing things.
How have you helped someone with special needs?
As a flight attendant you will be coming in contact with special needs passengers. You will be trained to accommodate them with respect and professionalism. If you have dealt with a special needs person at any point in your life, then relate your understanding and knowledge.
What is your greatest achievement?
This is a very personal answer and again will give the recruiter some insight into your personal life. This could be your family, your marriage, your children, educational accomplishments, career achievements, etc..
If there were no transportation, no airplanes, no trains and no automobiles, what would you be doing for a living?
Relate that you would be working with the public in some capacity.
What annoys you about people?
Relate that you are not easily annoyed. A good answer is again observing people who do not strive to do their best in their work.
What qualities do you possess that would make you a good flight attendant?
Good adjectives to use: professionalism, responsibility, adaptability, flexibility, integrity, enthusiasm, self-motivation, energy.
Tell me about a time when you handled a customer complaint effectively.
As a flight attendant you will be placating passengers every day. It is important that you relate to your recruiter that you know that a customer complaint must be handled with professionalism, effectively and to the satisfaction of the customer.
How do you normally get along with others?
Another question gauging your ability to work as part of a crew. Relate that you are an adaptable individual who finds it easy to get along with all personality types. Describe a positive experience in your life. Again, a glimpse into your personal life. Think of something that has happened to you in your life that possibly changed your way of thinking or has had an impact on you.
Describe when you have used your abilities or skills to help a co-worker.
Relate an experience and emphasize that you are always concerned about the common goal and so you freely offer your assistance as needed to co-workers.
Would you be willing to alter your appearance , in terms of cutting or restyling your hair?
As you will read in the following chapter your appearance is going to change somewhat while you are in training as far as hair length, makeup, etc.. The recruiter needs to hear a yes.
Name some pluses and minuses about the flight attendant position.
Make out a list before your interview of what you really feel are the pluses. Avoid talking about the benefits you will be receiving. Pluses might include: The ability to work in an exciting environment like aviation, the ability to meet new people and see new places. Instead of listing minuses tell your recruiter that you are at a perfect place in your life to begin a new career and so the aspects of the job that may seem like minuses to others for example relocation and being away from home, are actually pluses for you.
What brought you to our airline?
Mention the outstanding reputation, the impeccable safety record, the commitment to customer service. You may also include that your own customer service philosophies seem to fit well with the philosophies in place at the airline and you would love an opportunity to be a part of the (airline name) family. Tell me about a time you had to go away and how you prepared for your time away from home.
As a flight attendant you will be leaving home every few days for up to three days. It is imperative that you relate to the interviewer that you have a personal life that will afford you this flexibility. Relate that when you have had to leave home in the past you always took the appropriate steps to effectively prepare in all areas of your life for your time away so that you could depart focused on your trip.
How would you feel about conforming to our uniform standards?
You should be willing to comply with all uniform standards. You can even add how excited and proud you would be to wear the uniform of (airline name). What does the word uniform mean to you? Relate that you understand it to represent compliance, neatness, identification, unity.
Where do you see yourself in five years?
Relate that you see yourself five years into your flight attendant career and as excited about the profession as you are today. If you have aspiration to enter into airline management or a supervisory position, you could mention that as well.
Persuade me to move to your city.
This question will really give you a chance to show your personality. This will also give your recruiter an indication of your abilities to handle an impromptu question and to perform.
As a new employee of this airline what kinds of things would you do to gain respect from
your co-workers?
Relate that you would work hard, perform your duties consistently and as trained, maintain complete compliance with all company regulations and learn from and respect your co-workers and their experience.
How would you gain the respect of your supervisor as new employee?
Again, by working hard, reporting to work on time, performing your duties as expected and respecting your supervisor and his/her position.
If you were a fruit, what fruit would you be and why? (Or, what is your favorite pie?)
Avoid any acidic fruits like lemons, limes etc.. A good answer is a red apple, because red apples are shiny, sweet and just about everyone likes them!
Tell me about a day you had your day planned and then it completely changed.
As a flight attendant your scheduled day is subject to change. This question will give the recruiter an indication of your flexibility and adaptability. Whatever situation you relate be sure you emphasize that you were able to acclimate quickly and proceed with enthusiasm. Include that a sudden change in plans is not disruptive to you.
What are some of your favorite things to do when you are not working?
This gives the recruiter another glimpse into your personal life. Include a couple of your hobbies, perhaps your family, sports or volunteer work.
Is there anything you would change about yourself?
It is completely up to you as to whether you would like to change something about yourself. If you do opt to change something, avoid anything to do with your personality or particular traits about yourself. You could easily use this question to be humorous. I had a reader who said he would be 2 inches taller and have more hair. He got a big laugh. Make sure you feel comfortable enough with the interviewer to joke with him/her. Another client of mine responded by saying that she had a great life and felt it had shaped who she was today and she would not change a thing about who she had become. Both great answers.
Describe your current job duties.
Try and extract the points of your job that involve customer service.
What do you like the least about what you do?
Speak positively about your job, about your employer and never indicate that you dislike your current job.
I have a reader who was recently hired at a major airline. His job when he began interviewing was working in a retail store, and he was very bored with it. When asked the question about what he liked the least, he first related that he enjoyed his co-workers, his boss, and had met some really nice people working there but would prefer to pursue his goal of becoming a flight attendant. He completely turned the question around from a negative to a positive.
What kinds of opportunities do you hope to create for yourself if hired by this airline?
This question will give the recruiter an indication of whether or not you intend to be a career flight attendant. The airline is going to spend a great deal of time and money training you and try to hire applicants who plan on staying with the company. Don’t be shy about this answer. Relate that you hope to take advantage of some of the wonderful opportunities as far as flying different routes and if you are interviewing with a major airline, perhaps flying internationally. Again, if you have aspirations to move within the company include it, but indicate that your first goal is to become a professional flight attendant. Did this day go as you expected?
You may indicate to your recruiter that you had prepared for the interview by reading various materials and researching the airline website and so you had some idea of what to expect. You will appear much more interested and motivated. Add how nice and courteous each recruiter and staff member had been and how at home you felt.
Tell me a question you thought you would be asked today and how you had planned to answer it.
This answer is a great opportunity to reiterate your willingness to relocate. Relate that you thought you would be asked if you were willing to relocate and you are at a place in your life where you are able and willing to relocate for the position.
Do you have visible tattoos or visible body piercing?
If you have a tattoo that is highly visible it may be cause for elimination. For example, any tattoos on hands, neck area or forearms. If you have a tattoo that is not visible in what you are wearing in the interview and would not be visible while in uniform, you can answer no. Same for body piercing. Pierced ears are fine but any other part of your body that is visible while in uniform should not be pierced.
What is it about you that I should remember after you leave today?
Relate again your sincere desire to become a part of the airline and your desire to achieve your goal of becoming a flight attendant. Try and add another unique thing about yourself to help the recruiter remember you. Include a couple of your traits that would be an asset to the airline.
Why should I choose you for the flight attendant position?
Relate that your personality and commitment to customer service would be an exceptional asset to the airline. Include that you are willing to relocate.
Think of one word to describe yourself.
Again, think of some of your best qualities and choose a word. Some good examples include: enthusiastic, outgoing, personable, friendly, self-motivated, responsible, dependable, team player, energetic.
Role-playing
Some airline interviews will involve role playing scenarios. These will be onboard scenarios and can be difficult if you are not prepared for them. Following are some common scenarios you may hear in your airline interview along with an appropriate response. It is imperative that if you are asked to actually role play you maintain a real sense of professionalism and act as if you are truly a flight attendant handling an onboard situation. The airlines who conduct role playing will usually have you read the scenario to yourself and then start immediately into the role-playing.
Scenario:
Two passengers have been assigned the same coach seat. A gentlemen is seated in the seat and a lady approaches you and tells you someone is in her assigned seat. She becomes irate and tells you she bought the ticket over four months ago and why can’t this airline get anything right. What would you do? Response:
Let the lady know that you fully understand her frustration and would be more than happy to assist her. Offer her an unoccupied seat while you retrieve her boarding pass as well as the gentlemen’s boarding pass. Check the passes carefully to ensure that each of them has been assigned the same seat. Tell both passengers that you will go out to the gate agent and rectify the situation and you will return momentarily. Offer the lady a beverage while she waits and again assure her that you will take care of the situation.
Scenario:
Two business associates are seated in first class prior to departure from the gate. One of the them has been assigned a first class seat and the other has been assigned a coach seat. The one with a coach seat assignment asks if he may remain in first class for the flight since the seat is empty anyway and they have work to do. What would you do?
Response:
Tell the gentleman you understand that the two of them have business to conduct but it is the policy of the airline to allow only those passengers holding a first class boarding pass to be seated in the first class cabin. Offer your apologies but inform him that he will have to take his regular seat assignment for the flight.
Scenario:
You are serving a hot dinner on a full airplane and are working from a cart. You have about thirty meals left to serve and a passenger approaches you from behind and asks to be let by to use the bathroom. What would you do?
Response:
You would move the cart and allow the passenger to pass by to the bathroom. The customer comes first!
Scenario:
There are a group of passengers who have become loud and boisterous and are disrupting other passengers. What would you do?
Response:
Calmly approach them and request that they lower their voices. Be professional and diplomatic in your r
equest. Try and create a calm atmosphere while speaking to them. You might offer onboard amenities, for example, playing cards, magazines, etc., to occupy them. Explain that their behavior is disruptive to other passengers who are trying to rest, work, etc..
Scenario:
You are working a flight with a very senior flight attendant who is obviously not completing his/her share of the duties on board. What would you do? Response:
You would absolutely maintain communication with the flight attendant, especially on all safety related issues. You would work harder in your on board duties to ensure that the passengers were satisfied.
Scenario:
You have an obviously drunk passenger aboard a flight you are working. How would you handle it?
Response:
You would offer nonalcoholic beverages such as coffee or water to the passenger if he/she requested a drink. If he/she persisted in being served an alcoholic beverage you would explain that the policy of the airline is to stop serving alcohol once it becomes apparent that a passenger is intoxicated. You would repeatedly offer coffee or another non-alcoholic beverage.
Scenario:
You are the lead flight attendant on a flight and two of the flight attendants on the crew are not getting along. What would do?
Response:
Remind the flight attendants in a professional, calm manner that you are all on the same team and must constantly be working toward safety and customer satisfaction.
Again, you might be asked to role play the scenario or just really your thoughts about the scenario to the recruiter. As you have read, these scenarios will test your ideas about being professional, authoritative, pleasant and in control all at the same time, a task you will have to master as a flight attendant.
You may also be given scenarios that do not involve on board situations. For example: You have eight tasks to assign and five individuals to assign them to. Some tasks are considered to be better than others, how do you go about assigning the tasks?