Guest Services, Airline

• Airport security is more critical than ever, so Guest Service agents may need to complete a background check, including a drug test
• If working in an airport, you’ll need to qualify for a Secured Identification Display Area (SIDA) badge
  • Requirements to qualify include having “no convictions, guilty pleas, or judgment-not-guilty for the reason of insanity within the last 10 years for a variety of criminal offenses”
• Intern and network with people in the industry: The industry is competitive.  It's difficult to get-in.  If you know someone it's very helpful.  Many new hires get positions as a result of knowing someone.
• Apply Online: If you don’t know anybody, apply online. Sign up for alerts on job portals like Indeed, Simply Hired, and Glassdoor. Check out individual airline websites and their career pages, too! 
• Interview process
  • Test for communication skills, ability to be good under pressure, outgoing demeanor: If you have ever been on an airplane and travelled during the holidays, you know and have seen the environment in which these guest services agents are in. Emotions are high, people are tired and the guest services agent has to be able to please and appease the customer. They will test you in the interview if you can handle yourself in these types of situations.
  • Key Values: Research the key values of the airline and be able to incorporate them into your interview.
  • Know what sets that airline apart from the other airlines.
  • Know why you want to work for that airline.
  • Be able to describe a difficult customer you’ve dealt with in a previous job and how you handled the situation.
• Relocate to a town where you can commute to a nearby airport. Use AirNav to find airports based on city, town, or zip code info
• You may only need to fill out an application versus submitting a resume. But check out Airline Guest Services resume templates just in case!
• Review sample Airline Guest Services interview questions. Pay attention to what sort of responses employers could be looking for
• Study the potential employer’s website to learn about the company. During an interview, be ready to speak about how your values align with theirs
• Be able to explain why you want to work for — and represent — that particular airline!
• Airlines want to ensure their public-facing employees embody their company’s core values, have integrity, strong communication skills, exhibit exceptional customer service, are calm under pressure, and can be on time for work
  • If you’ve ever flown during the holidays, you’ve seen how stressed out passengers can get. Emotions are high but Guest Service agents must maintain a professional disposition. An interviewer might ask you to describe an experience dealing with a difficult customer at a previous job
• Be ready to demonstrate your abilities during interview testing. Note, hiring managers may conduct group interviews, as well
• Make sure to conduct a few practice mock interviews to prepare
• Always dress for interview success!

• Get involved in everything they throw at you (committees, charities, activities).
• Make friends with everyone.
• Get trained in all positions available to you.
• Volunteer ideas to make your position and the station better.

Websites

• Alaska Airlines
• Allegiant Air
• American Airlines
• Delta Air Lines
• Envoy Air
• Frontier Airlines
• Hawaiian Airlines
• JetBlue
• Republic Airways
• SkyWest Airlines
• Southwest Airlines
• Spirit Airlines
• United Airlines

Books

• Be Our Guest: Perfecting the Art of Customer Service, by the Disney Institute
• Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results, by Renee Evenson
• The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists, by Shep Hyken