What Every Applicant
Needs to Know
To eliminate any confusion, all positions in the aviation
industry are regarded as customer service oriented positions.
Every second an employee spends with a customer or potential
customer is critical. Most customers choose to buy, fly,
or purchase based on the quality of service received. Customers
may never see you, but they will remember their telephone
conversation, the comfort of their flight, and the way their
baggage or package arrived; safely, timely at the correct
destination. They will thank you by buying, flying, and
purchasing from your company over and over again.
Today's Aviation Industry requires you to possess the
following Core Competencies to be successful in your job
search, and on the job.
Customer Service Orientation
Successful applicants must genuinely enjoy providing caring,
professional customer service. This is an expectation to
provide outstanding service to customers not only to the
first customer of each day, but every customer throughout
the day. Customers at the end of the day should receive
the same high level of service as the customers at the beginning
of your day, even though you may have been on duty 14 hours
Flexibility and Adaptability
Applicants must be extremely flexible and adaptable. As
an employee in the aviation industry you may be required
to work in many different locations, environments, schedules,
with different people, and even on different aircraft types.
Your work schedule may change monthly and the people you
work with may change daily. The types of service provided
are different depending on the company, product, service,
location, flight length, destination, service levels, and
customer amenities. You must also be willing to relocate
to domicile to which you are assigned if it is a requirement
of the job.
Successful applicants must be highly empathetic. Interpersonal
Skills are important social skills that include a positive
outlook and a sincere concern for others. It means you are
sensitive to the needs and feelings of others, in other
words, diplomatic. You may be asked to deal with difficult
situation in a positive, non confrontational manner. Listening
effectively, being polite and diplomatic to people from
all walks of life and all areas of the world is essential
to the interpersonal skills you already have.
Applicants must be able to deliver a clear and accurate
message in a manner that is appropriate for the individual
or audience. It also includes the ability to share information
openly and honestly in a respectful way. Actively listening
and presenting concepts in an organized fashion which enables
an understanding of your message is one of the keys to effective
communication skills. Additionally, you should be able to
communication in a calm fashion during stressful situations.
Successful applicants must have the ability to maintain
a healthy balance between the ability to work independently
and as part of a team. As a team member on a flight crew,
sales organization, assembly line, or office environment,
you actively contribute to the team and maintain positive
working relationships with all team members, in the air
and on the ground. Being part of the team means you treat
others fairly and with respect, while sharing resources
and information with other team members. From time to time,
this means seeking opportunities to help others before being
asked or required. Something to keep in mind is that teamwork
means, the work of the crew isn't done until every crewmember's
work is done.
Successful applicants must possess a high degree of cultural
sensitivity and exhibit respect for diversity of all types.
This means you must be fair, balanced and considerate towards
all people. Your cultural sensitivity is demonstrated by
your ability to adapt and effectively manage circumstances
related to cultural differences, and identifying potential
problems relating to diversity and seeking out solutions.
Integrity and High Ethical Standards
Successful applicants are expected to be honest and ethical.
You may be responsible for inventorying and handling valuable
equipment, as well as collecting, managing cash and credit
sales. You must have a high work ethic and standard. Your
treatment of customers and co-workers is expected to be
truthful and sincere.
Established Values System
Successful applicants must be primarily self-motivated and
have the ability to work unsupervised. Self-satisfaction
must be found by treating others well, since feedback will
come more often from customers than from supervisory personnel.
This will allow you to maintain high standards even under
pressure from peers to relax those standards. You must be
self-confident and take responsibility for your actions,
preferring to earn rewards rather than expecting entitlements.
Dependability is extremely important to a successful career
in the aviation industry. The aviation industry requires
generally greater levels of dependability than other industries.
Your position may require you to be 'on call', or to work
on holidays, or even during your scheduled days off and
you must arrive on-time - every time. Failure to maintain
a dependable work record is the primary reason most new
employees are released during the first six months of employment.
Successful applicants must be conscientious about their
schedule, paperwork, follow-up for customers, sales and
inventory, reporting and completion of required reading.
Your training requirements and FAA required manuals must
be kept up-to-date. Reports about situation occurring on
the job must be filed in a timely manner according to company
Successful applicants must be professional and pleasant
in both image and demeanor and adhere to any on-the-job
uniform regulations. You must uphold the image of your company
performance, productivity, public image, and branding.
Some of these standards include:
- A conservative hairstyle; natural looking with no
extreme shape or color.
- Make-up appropriate for daytime business wear.
- Nails are to be well groomed.
- Jewelry is to be conservative. No more than
2 earrings per ear. Men may not wear earrings.
Nose, tongue, or eyebrow jewelry may not be worn.