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
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
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 guidelines
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
- 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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