Как стать бортпроводником Etihad?

4 вопроса:

• At Etihad, we value individuals who are driven, purposeful, and always looking ahead. Can you tell us about a time when you were excited to pursue a new opportunity or challenge? What motivated you to go after it, and how did that experience lead you to apply for this role at Etihad?
• Please give an example of a time you witnessed an individual not following established rules, policies, procedures, or safety protocols. What actions did you take, and what were the results?
• Describe a time when you needed to establish a connection quickly with someone at work, school, or university. How did you do it, and what steps did you take to build that relationship?
• Tell us about a situation where you effectively handled a dissatisfied Guest in a thoughtful and courteous manner. Please describe the situation, your actions, and the outcome.

8 сценариев
На каждый сценарий тебе нужно выбрать:

• наиболее вероятный ответ
• наименее вероятный ответ

2 реальных примера сценариев

📑You notice that a guest is struggling to adjust the armrest on their seat. They can't seem to figure out how to adjust the armrest.
Which statement is MOST like how you would respond?
Which statement is LEAST like how you would respond?

1. Make a mental note to yourself. If they are still having a difficult time when you are serving drinks in 10 minutes, offer to help them.
2. Make sure that you are available if the guest wants to ask for help. The guest may be embarrassed if you offer help and draw attention to their confusion.
3. Pause and let the guest know that these seats can sometimes be difficult to figure out. Ask if they would like some help.
4. Since you are already busy with other duties, do not worry about this issue for now. The guest will likely figure it out, or another guest may offer to help

📑While the aircraft is landing and the seatbelt sign is on, a guest allows their small child to take off their seatbelt and stand in the seat to see out of the window. It was a long flight and the child was getting restless in their seat.
Which statement is MOST like how you would respond?
Which statement is LEAST like how you would respond?

1. Children usually listen to authority figures before their parents. Explain the rules directly to the child in words that they can understand.
2. Explain to the parent that flight policy requires that all guests are seated with seatbelts until the plane lands.
3. Find something that might distract the child. Give the child something to play with to deter them from standing up.
4. Children can be temperamental and hard to control. For the sake of the parents, allow the child to stand but keep a close watch.

В этой части будут вопросы, связанные с конкретным рейсом. Ответы нужно будет найти в предоставленных вам ресурсах.
В левом верхнем углу можно нажимать на доступные разделы и просматривать информацию, например:

• Flight details — информация о рейсе
• Inventory — информация о наличии/загрузке
• Seat plan — схема рассадки пассажиров

Вам нужно будет изучить эти данные и использовать их для ответа на вопросы.

Примеры вопросов:

You have served soft drinks to 83 of the passengers on Flight 627. How many more soft drinks will you still need to serve, assuming that all remaining passengers would like a soft drink? Use the information in the Resources to answer this question.

• 81
• 59
• 102
• 129

A passenger on Flight 627 is concerned about missing a connecting flight. He asks if he can move seats to be as close to the front of the plane as possible. However, he does not feel comfortable sitting in an exit row. Using the Resources provided, select how you would respond to this passenger.

• Offer to move the passenger to seat 1C.
• Offer to move the passenger to seat 3B.
• Offer to move the passenger to seat 4E.
• Offer to move the passenger to seat 6C.

20 вопросов
Примеры вопросов

If contacted, how would your supervisor rate your customer service skills compared to others?

• The very best
• Among the best
• Above average
• Average
• Needing some development
• Needing substantial development
• Not applicable

How much experience do you have in jobs in which interacting with customers has been your primary responsibility?

• None
• Less than 6 months
• 6 months-1 year
• 1-2 years
• 2-5 years
• 5-10 years
• More than 10 years

How many times have you broken a safety rule on the job?

• 0
• 1
• 2
• 3
• 4-5
• More than 5
• Not applicable

В последней части будут представлены утверждения. Тебе нужно выбрать ответы, которые отражают твои личность и отношение.

Примеры

I don't mind detail-oriented work:
Most | Somewhat
OR
I really enjoy detail-oriented work:
Somewhat | Most

When I disagree with people, I try to see things from their point of view:
Most | Somewhat
OR
When I'm sure I'm right, I try to persuade others to see my point of view:
Somewhat | Most

I think carefully before I speak:
Most | Somewhat
OR
I say what is on my mind:
Somewhat | Most

Примеры вопросов:

• Essential milestones
• Who is the founder?
• Who is the CEO?
• What is NPS?

Примеры последних групповых заданий, которые попадались нашим клиентам:

• Система NPS: что это за система, как её улучшить, зачем она нужна компании, какую систему вознаграждений бортпроводник может из неё получить.
• Каждый из вас вслепую выберет 2 заведения, чтобы разместить их на карте. Объясните в своей группе, куда и почему вы хотите их поместить. Затем рекрутер даст заведение аэропорта. Как группа, вы должны убрать 2 заведения из числа ваших выборов и обсудить, почему.

Вопросы, которые задавали нашим клиентам в этом месяце:

• There are so many airlines, why do you want to join Etihad?
• Why is NPS (Net Promoter Score - the rating customers give to the company) so important for the brand image and why does a flight attendant have a huge role in NPS?
• If you become a cabin crew at Etihad, how will you stay committed?
• Tell me about a time in your previous job when you made a happy customer even happier?
• Tell me about a time in your previous job you dealt with an upset customer, how did you handle it?
• Role-play situation: an angry customer found hair in their food
• Role-play situation in a restaurant: an angry customer found plastic in their food (pizza

Тест на основе ИИ или тестов KTE (Kaplan) (также могут быть тесты Cubiks).
Состоит из 4 частей:

• Введение (подборка разных типов заданий/вопросов)
• Аудирование со случайными темами, наиболее частые — путешествия, исторические эпохи (например, эпоха динозавров), работы известных художников, писателей, музыкантов, факты из их карьеры (например, Бэнкси) — вы слушаете короткие диалоги и отвечаете на вопросы, например, «Выберите главный вопрос из этого диалога», «Выберите наиболее подходящий ответ».
• Чтение: тексты со случайными темами — о NASA, биологии, выборе темы для научной работы, исторических эпохах (например, эпоха динозавров), работах известных художников, писателей, музыкантов, фактах из их карьеры.
• Грамматика

Примеры заданий:

Choose the underlined phrase that is wrong in the paragraph.
Thank you to all of our volunteers for helping us raise almost $5,000 tonight! The event was a huge success, but unfortunately the work isn't over yet. If any of you would be willing to stick around, please do, as we need a bit more help. In about a half hour, we will be taking down the stage and putting away the chairs. If we have a large crew, the work won't take long to complete. With your help, we wouldn't have to stay too late.

• would be willing
• will be taking
• won't take
• wouldn't have

Choose the correct sentence for the conversation.
Tom: How was your tour of New York City?
Jim: Amazing! ________________________.

• The city has a beautiful architecture.
• The city has beautiful architectures.
• The city has beautiful architecture.
• The city has the beautiful architecture.