If you are familiar with American Airlines before your interview, you will likely know a little bit about their goals when it comes to customer service. Tie in your knowledge of the company with your personal service standard.
"I understand through my research and exposure to your company that customers always come first. I wholeheartedly agree that the customer must be taken care of, even beyond their expectations."
"I will ensure that your customer service standards are continually met by following your service protocols, exactly. I am always willing to lend a hand, and am a happy person, which creates a positive environment for customers."
It is essential, for your success, that the hiring manager knows how to keep you motivated and excited to come to work every day. Share with the interviewer what they could do to ensure that you are happy and productive.
"I am most motivated, on the job, when tasks are organized, and the vibe is positive. I value strong teamwork and good leadership."
"I am most motivated on the job when I feel like an active contributor and an important member of the team. When I feel listened to and valued, I am excited to do my best work."
Give an example of a time you when you couldn't seem to explain what you needed from other team members or, talk about how one of your team members couldn't communicate effectively. Be sure to include what the overall outcome was of the situation, and what you did to repair the communication issue.
"I worked on a team to solve a problem that could have potential effects on our ability to grow the business and reach our goals. Each person on the team was tasked with a different aspect, such as gathering data and analyzing it. We came together to discuss the results but couldn't seem to agree. We were struggling to listen to each person's opinion. I explained my observation, and I suggested we give each person a chance to talk through their findings and opinions, which helped us take a more collaborative approach."
"My current company recently went through a merger which has caused a lack of communication between the team because people are flooded with thoughts of job security. I suggested my department head that we have a team building event. Gathering everyone together to remind them that we are still a team was beneficial."
The best way to discuss your salary expectations is to use your current earnings as an example. Be open, and honest. Transparency is the best choice when salary based questions arise.
"Currently, I earn a base salary of $45,000 per year plus a potential 20% annual bonus. Last year my earnings were $52,000, and I would like to stay in the same range or slightly higher."
"Although my current salary is $45K/year, I am seeking $52K in my next position. Because I work for a very small organization, they are not able to offer me a competitive compensation compared to the industry marketplace."
Everyone handles the stress and disappointment of setbacks differently. Discuss with the interviewer how you typically cope with setbacks in the workplace.
"Experiencing a setback is always disappointing, and can be a bit disheartening, but I understand that it happens from time to time. If I experience a major setback, I will take a few moments to debrief with my manager and discuss what I could have done differently. Then, I move on!"
"I allow myself a moment to be frustrated when a setback occurs, but never publicly. I may go for a quick walk on my lunch break, for instance. When a setback occurs, I prefer to take from the experience rather than have it take energy away from me."
Show the interviewer that you work well with most personalities even though you recognize there are some folks out there who are quite difficult to please. Think about that one person at work who is seen as hard to please. Perhaps there is someone at work who tries to intimidate others. Talk to the interviewer about what made this person challenging and what their relationship was with you. Avoid speaking poorly of anyone and be sure to end your response on a positive note.
"I once worked at a locally owned shop where the owner was very demanding. When the owner would walk into the store, employees would announce over their headset system that the owner was in the building, so that everyone could be prepared for his entrance into their department. The owner had great intentions; however, his people skills were a little rough. I could see that he meant well, and I recognized that he wanted to do a lot of good things. When we interacted, I always took his feedback with the understanding that he didn't mean things as harshly as he might say them."
"I struggled most with the new VP of Sales at my previous company. She was brought on with no experience in our industry and seemed to have little interest in it To win her over; I invited her on a business trip for an out of town client. I wanted her to meet my clients and spend one-on-one time together. We bonded as humans, mothers, and sales executives. She learned a lot about the company and industry, and I learned a lot about what skills she brought from her previous roles."
It's impossible to know where you will be in 5 years but do assure the interviewer that, given all possible circumstances, you could see yourself as a long term fit for their position.
"Ideally, 5 years from now, I would love to see myself growing into a more prominent leadership role within your organization. My career interests align very nicely with your company's goals which helps me to see a great long term fit here."
"I am looking for a long-term fit in my next position. As you can see, I had strong progress and career growth in my previous company. I would love to see the same success with American Airlines. I did notice on your website that you have global leadership opportunities. If I could work my way into a role like that, I would be thrilled."
There are many options for communication software and messaging applications. Give the interviewer a brief overview of the apps you are experienced in and assure them that you can learn their internal system, should it be new to you.
"I have used a variety of team-based messaging applications. I am best versed in Brosix, AOL Instant Messenger, and Freedcamp. No matter which system you use I am sure that I can pick it up very quickly."
"I love team-based messaging applications! I have utilized many of them with direct teams and remote teams. They are effective for updating communications and keeping on track with the progress of team-based work projects."
When you feel torn between multiple projects or tasks, how do you decide which one needs your attention the most? Assure the interviewer that you can be diligent when it comes to assessing your priorities.
"I will determine which project requires my attention by the number of hours we are behind and then the project size. I am comfortable delegating tasks when needed, but I am also aware that these times will require an additional commitment of hours from me. Never have I under delivered on a deadline."
"When I have multiple priorities at a time, I will ask my boss to rank them based on most urgent. This method helps me to remain focused and then I know I am concentrating where she needs me to."
Workplace relationships are essential to nurture. Talk to the interviewer about how you plan to earn the trust of your new co-workers, should you be offered the position.
"I feel that the best way to earn the trust of my co-workers is to be helpful, always do what I promise, and be honest with them at all times. Strong relationships have to be built on these principles."
"Here are some ways that you can build trust with your coworkers at American Airlines: - Show common courtesy. Say hello, hold the elevator door, bring coffees now and then - Be respectful in your communication, avoid over cc'ing unnecessarily in emails - Avoid being a distraction, and respect the use of their time - Respect their personal space and the line between work life and personal life - Always ask if they have time before diving into a conversation - Try to find the answer to your questions before running to ask a manager or co-worker - Connect with them on LinkedIn but avoid more personal social media platforms - Treat everyone the same, regardless of their job title - Do not complain about your job to your coworkers - Reach out to new employees and make them feel comfortable - Own up to your mistakes and fix them - Be timely with your followups and meet your deadlines "
Is this particular position a good fit? Is it a step up in your career or - a stagnant move that you are just complacent with taking until something better comes along? Assure the interviewer that this position will be challenging for you, is a step up in responsibilities, and that it fits with your overall career goals.
"My primary goal in my career as a flight attendant is to become a senior team member and eventually train others in the airline industry. I feel that what American Airlines offers is a strong path towards those goals and I am excited about what this position has to offer."
"This position offers the next steps in my career and the growth that I am ready for. I have spent the last couple of years attending additional coursework to get me here, and I'm excited to show American Airlines what I can do!"
Have you been asked to change your priorities on a dime? How do you react to this kind of shift in priorities? Assure the interviewer that you can respond professionally when it comes to sudden changes.
"In my current role, our schedule is changed on a regular basis and always at short notice. I have been able to adapt very well to these frequent, sudden changes."
"The airline industry is full of sudden changes, most frequently, when flight times are changed. This affects everyone's schedule when it happens. I can roll with the punches and understand that I need to respond positively and swiftly when sudden changes are made."
Regardless of any industry related training that you have been through, you will need to complete training specific to American Airlines. If you do not have any industry-specific training, perhaps you have training that would be transferable to this role (IE: Sales, Safety, Customer Service, Technical, etc.). Walk the interviewer through any on-the-job training you feel would be helpful.
"I have taken industry-related safety and customer service training with company ABC. In addition to this training, I have four years of industry experience."
"Although I have not taken specific airline related training, I do have some current certifications that I believe will be helpful. These include CPR, First Aid, and WHMIS training."
First Aid and CPR training is a requirement for many roles in the airline industry. Assure the interviewer that you have current and valid certification in CPR and First Aid. If you do not, be sure to express your willingness to do so.
"I do not currently hold a valid CPR and First Aid certification; however, I am happy to complete this requirement right away."
"Yes, I have formal training in First Aid and CPR. I have brought my certifications here for you to see."
If an in-flight emergency occurred, would you know what to do? Assure the interviewer that you are confident in your ability to handle an emergency situation in a professional manner. If you are new to the industry and do not have the related training, be honest about that and comment on any other training you've completed, that may be relevant or helpful.
"In my role with Company ABC, I received over 100 hours of in-flight situational training. I am confident in my ability to react professionally and appropriately in an emergency situation."
"As I am new to a career in the airline industry, I have not received in-flight emergency training; however, I have taken emergency response training in my current position at the hospital. I am confident in my ability to react professionally and appropriately in an emergency situation, and I look forward to taking the in-flight training with American Airlines."
Assure the interviewer that you are aware of the inconsistent schedule associated with being a Flight Attendant. Use examples if you have some experiences to draw on.
"In my most recent position with Airline XYZ, I had an inconsistent schedule that required me to often be on call. I worked many weekends and holidays. This is part of the lifestyle of a Flight Attendant, I completely understand. I'm happy to work any hours that are offered to me."
"I am available for a wide range of hours and overtime. I prefer to be made aware of my schedule ahead of time so that I can make appropriate childcare arrangements."
A clean criminal record is a must for all airline related roles. You must be able to pass the criminal background check and may even be asked to present one in your interview. Your answer can be short and to the point.
"You will find that I have a clean criminal background. I'm willing to participate in any background check that you require."
"I can complete a full criminal background check as well as any drug testing, or other background checks that you require."
Discus with the interviewer your experience working in customer service based roles. Take them through your resume and highlight your customer service skills.
"I started working at a young age in a restaurant as a server. From there, I moved into a restaurant management role and also attended post-secondary education with a focus on Restaurant and Hotel management. Most of what I've done has been customer service focused."
"I am new to my career, so this will be my first customer service based role. I do have volunteer experience with the local Food Bank which gave me valuable exposure to working with the public, and collaborating with a team."
Provide examples to the interviewer on times when you have shown dedication on the job. Assure the hiring manager that you possess the qualities and characteristics they are looking for.
"In my most recent position I was often recognized for being flexible with my availability. I believe in being 10 minutes early for work. I come with solid references who will be happy to speak to you about my reliability and dedication on the job."
"I am very dedicated, and would show my appreciation for the role by being a reliable team member of American Airlines."
What makes you the best candidate for American Airlines? Talk to the interviewer about what makes you a stand out candidate for this role. Be sure to discuss unique skills and characteristics that will make you a memorable candidate.
"I feel that I am the top candidate for American Airlines because I already bring five years of industry experience. My customer service skills are unmatched, and I am fluent in 3 languages which allows me to communicate smoothly with a large range of customers."
"As you can see, I am invested in this interview process with American Airlines and will bring this same level of dedication to you if I am hired. You won't be disappointed."
Uniforms can be a controversial discussion in many organizations; however, in the airline industry uniform use is more common than not. Discuss with the interviewer your experience working in uniform and your willingness to abide by the dress code within American Airlines.
"Uniforms are very important in this industry so, yes, I am comfortable with this policy. I would love to see the uniforms before I fully commit, of course."
Airlines will always have strict safety protocols. Talk to the interviewer about how you would react in a situation where you felt safety was at risk.
"My reaction to a safety threat would rely on my on-the-job training. I would want to make sure that I follow company protocol and safety regulations. I believe that if I were faced with a safety threat, I would do everything to ensure passengers remained calm."
"I am well trained on how to react in urgent, distressed, and mayday situations. In any emergency, my first course of action is to ensure the passengers are prepared."
When you are asked to list your top skills, it's best to tie in your rock-star skills with the requests contained in the company's job description. Which skills do you possess that are the most helpful for this role with American Airlines?
"I see that your job description requests candidate who is organized, honest, and driven by customer satisfaction. These skills are at the top of my list, but in addition to these, I am a proven leader and can work well under pressure."
"Try to include a variety of words that the interviewer does not hear all the time. Be unique! Here are some ideas: - Adaptable - Considerate - Diligent - Intuitive - Persistent - Resourceful - Sincere - Witty"
The interviewer would like to see that you are wholeheartedly interested in working for American Airlines. What are your hopes and expectations from your time with American Airlines? Talk to the interviewer about the ways you feel you would benefit from this position.
"After reviewing the culture and mission of American Airlines, I feel that I would be able to find a long-term fit here and that is most important to me. Your training programs are industry renowned and well respected which is also interesting to me."
"What I hope to gain most by working with American Airlines is an unmatched level of training and expertise in the airline industry. Your company is well known for its second-to-none training."
How you face unexpected difficulty can say a lot about your character. Talk to the interviewer about a time when you have encountered an unexpected challenge. How did you handle the situation?
"The biggest difficulty that I have faced was my unexpected lay off during the last recession. I had to adapt to a new economy and search deeply for other skills and opportunities. I was able to earn enough to avoid financial strain and am quite proud of my ability to be versatile when required."
"I face unexpected difficulty frequently in my current position. The company is under financial strain, and some days we are not able to deliver the customer experience that we should. I overcome this by giving everything I have when it comes to service. I strive to leave a good impression."
There are some things that your resume cannot do. Showing off your fabulous personality is one of them, for instance! Talk to the interviewer about some of your unique qualities and be sure to tie these qualities into how they will benefit the company, should they hire you.
"I have a unique ability to strike up a conversation and build rapport with nearly anyone. This is a great help when it comes to customer service and sales. My up-selling percentages are always very high."
"I speak three languages and have a degree in International Studies which would be significant assets to American Airlines should I be hired as your next Flight Attendant / Call Service Agent / Security Personnel (insert the job description you are interviewing for)."
American Airlines, Inc. (AA) is a major U.S. airline headquartered in Fort Worth, Texas. It operates an extensive international and domestic network, with scheduled flights throughout North America, the Caribbean, South America, Europe, and Asia. Its route network centers around five "cornerstone" hubs in Dallas/Fort Worth, New York, Los Angeles, Miami, and Chicago. Its primary maintenance base is located at Tulsa International Airport (TUL).