Finnair is consistently in the Top 10 safest airlines in the world, with zero fatalities reported since 1963. This accomplishment is quite remarkable, also considering they are the 6th oldest airline in the world. If you are familiar with Finnair 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, and they have since your inception in the 1960's. I wholeheartedly agree that the customer must be taken care of, even beyond their expectations. This service standard starts with safety, which Finnair has down to a science."
"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 when thoughts of job security flood people. 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!"
"Setbacks happen for a reason, and they do not affect me emotionally in the least. I am a very pragmatic thinker and stay focused on my project despite the challenges that come my way. I am a creative thinker, so setbacks are often used as a new jumping off point to something even better."
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 to 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 felt 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 they came out."
"I once worked for an executive who was very difficult in meetings and with interacting with groups of others. I took it upon myself to help this person interact better with others. When she would bark orders, I would reiterate what she was trying to say to the group more professionally. It took some time, but she learned to behave in a way that made people want to work with her."
Interviewing and on-boarding is a costly and time-consuming process for any company and hiring manager. Assure the interviewer that you are seeking a long-term fit with your next employer. Take a look at the career growth options with the company. If any of these stand out to you, it's a great idea to mention them to the interviewer explicitly. Your expressed interest in those particular internal opportunities will solidify the fact that you are, indeed, seeking a long-term fit with them.
"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 your company. 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."
"It's impossible to know where you will be in 5 years but be sure to assure the interviewer that, given all possible circumstances, you could see yourself as a long-term fit for their position. For example: "Ideally, five 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."
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."
"Our current company uses Slack for most projects. Slack stands for 'Searchable Log of All Conversation and Knowledge,' which helps describe why it's so useful for a sales team. All knowledge of clients, products, and projects are at our fingertips. Which team-based applications do you use here?"
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."
"If, for example, I have more than one customer who needs me, I will page for assistance so that nobody is left waiting. It's essential to have team members that you can rely on to step in when you become too busy."
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: - 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 Finnair 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 Finnair 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 change 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 Finnair. 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 Finnair."
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 schedule is part of the lifestyle of a Flight Attendant, I completely understand. I'm happy to work any hours 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."
Finnair prides themselves on excellent customer service. With approximately 12 million passengers served per year, excellent service is a must-have in order to keep their positive reputation. 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."
Finnair operates a fleet of approximately 80 planes with over 12 million passengers per year, with just under 6,000 employees getting these passengers to over 130 destinations. This volume of work takes true dedication from every employee. Provide examples to the interviewer on times when you have shown commitment on the job. Assure the hiring manager that you possess the qualities and characteristics for which they are seeking.
"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 Finnair."
What makes you the best candidate for Finnair? 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 Finnair because I already bring five years of industry experience. My customer service skills are unmatched, and I am fluent in 3 languages which allow me to communicate smoothly with a large range of customers."
"As you can see, I am invested in this interview process with Finnair and will bring this same level of dedication to you if 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 Finnair.
"I am accustomed to wearing a uniform at work and am happy to abide by any dress code requirements to work with Finnair."
"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."
Finnair is one of the safest airlines in the world, and they achieved this by ensuring that safety measures are ahead of anything else. 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 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 Finnair?
"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 Finnair. What are your hopes and expectations from your time with Finnair? Talk to the interviewer about the ways you feel you would benefit from this position.
"After reviewing the culture and mission of Finnair, 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 Finnair 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 in 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 skill is a great help when it comes to customer service and sales. My up-selling percentages are always very high."
"I have a strong ability to lead teams of people no matter their background or personality. I can relate to many people because I approach them on their level and get to know them in a way they are most comfortable."
Finnair Plc is the flag carrier and largest airline of Finland, with its headquarters in Vantaa and its main hub at Helsinki-Vantaa Airport. Finnair and its subsidiaries dominate both domestic and international air travel in Finland. Its major shareholder is the government of Finland, with 55.8% of the shares. Finnair is the fifth oldest airline in the world with uninterrupted existence. With no fatal or hull-loss accidents since 1963, it has also been ranked one of the safest airlines in the world.