The assessment day is the most difficult part of the whole recruitment process for cabin crew. There is no shortage of competition, and you will almost certainly be put on the spot.
Though challenging, coming out of this process with the job of your dreams is the expectation – so it’s worth putting in the extra effort beforehand to prepare for different elements of the day. Today, we’ll be focusing on the interview questions you could be asked during the assessment.
Q1.What do you think are your best qualities?
This question is designed to challenge core competencies required for the role. Take some time to think about what your best traits are and why they are applicable to the job. How will they be useful as a member of cabin crew?
- If you have a friendly demeanour, customers will feel welcomed and well looked after by you on a flight.
- Outgoing personality? Your desire to assist people during the flight will go a long way.
- Strong leadership and listening skills? You’ll be able to work well with others in a more senior role.
- Excellent overall communication skills? When faced with difficulties on a flight where communication will be key to resolve any issues, this will be essential to the job.
Q2.Tell us about a time when you have had to persuade someone to your way of thinking?
This interview question requires a detailed example regarding your communication skills, namely, persuasion – it’s also a way of presenting strong problem-solving and decision-making skills too.
A good interviewer will be looking to identify when you influenced someone, the circumstances of the situation and what you specifically did, and the eventual outcome.
For example, if you previously worked in a health and beauty shop e.g. Boots, bring an example from work in to the mix like the following:
At my company, we had been continuing to work with a specific vendor for a number of years, simply due to inertia. It was easiest to simply renew the vendor’s contract rather than consider alternatives. While my manager initially objected to alternatives, I explained that it would take time to evaluate top vendors and present the alternatives, and that it would still be her final decision on who to work with over the long term. We considered a total of five vendors, including the one we dealt with now. The end result was the selection of a newer, cheaper vendor with better features for our department at a cost savings of £20,000 per year…
Q3.Can you give us an example of a time where you’ve dealt with an unhappy customer and how you resolved their issue?
Here, the interviewer is looking to find out how you defused a difficult situation in the past – during a flight, you could have a very unhappy, unruly customer to deal with, so you have to show you have the skills to manage this type of situation when there’s no other alternative (after all, you’ll be 38,000 feet in the air). You must show the interviewer that you have both the people and problem-solving skills needed to help satisfy the customer.
Good points to make for this include:
- Not being judgemental towards their character
- Carefully considering the situation to figure out what the problem was
- Showing that you wanted to help
- Seeing things from your customer’s perspective
At my last job, a customer came in absolutely furious, yelling at our staff. I knew it was out of frustration, so I didn’t take it personally and I made sure the customer knew their concerns were being heard. I listened carefully and apologised for the issue they were having. She was complaining about an item she wanted to return, however she didn’t have her receipt. I explained that I wasn’t able to give her a cash refund without the receipt, but that I could allow her to have the same amount in store credit. It ended up being a win-win situation for everyone, and she walked away happier than when she came in.
This type of answer shows that you possess the necessary skills to assess and fix a negative situation.
Q4. Do you work better in a team or independent setting?
If you succeed in your interview, you’ll be a part of a large cabin crew, so you’ll need to have the ability to work as part of a team. By showing that you enjoy working in a team, but also feel comfortable working on a single task alone, you show that you can adapt to both situations appropriately. A good way to represent this at interview stage is to give an example of a time where you demonstrated a project or task where each member of your team had an individual task to complete, that would contribute to an overall team goal. Just be sure to acknowledge both independent and team work so you can acknowledge the importance of each approach.
While working in customer service, we ran a campaign on a particular product during Christmas, which required us to hit a certain cash target for the month. In addition to this, we knew how busy we would be due to the busy period, where we would be required to have a lot more face to face time with customers. Before the store opened in the morning, we would all sit down as a team and acknowledge what everyone would be working on individually throughout the day to encourage these sales, and at the end of the day we would identify where we were up to, to see if as a team we were meeting expectations. Each of us knew what we had to do individually to achieve what was expected of us as a team.
Q5. Why do you want to become a member of cabin crew?
“Why do you want this job?” is a crucial question that you must think carefully about in advance. Employers want to see your genuine passion for the job and what it entails – they want to know that you have applied for this job for the right reasons, and that you are the right fit. So be honest here, and tell them why you think it’s the job for you. Here’s a good example:
I have always had a passion for customer service, because I feel that I thrive in this type of setting. While I loved working in my previous role, becoming a member of cabin crew would allow me to pair the excitement I have for helping others with another desire, which is to travel the world. I remember reading about a girl who had said it had been her passion to become a member of cabin crew, and that it took her years to pluck up the courage to apply – and she never looked back. I already knew I didn’t want to wait though, and that blog in particular made me realise that time is precious, so you should do what you love. This wouldn’t just be a job for me, it would be a dream come true.
This answer encompasses a passion for the job (which is also a demand in the individual due to the lack of time spent at home), mentioning someone who inspired you to pursue it, and showing your desire to help others.
Now that you have some great tips for interview questions you might be asked, the final tip we have is to try your best! Assessment days are gruelling, so the best way to combat your nerves on the day is to over-prepare for each element of the day.