Aviation Employee Competencies
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 or more.
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.
Interpersonal Skills
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.
Communication Skills
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.
Teamwork
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.
Cultural Sensitivity
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
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.
Conscientiousness
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 guidelines
Professional Image
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.
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