Hi there, I went to the recruitment day on the 27th of February in BNE....
The day went like so….
Waited outside Qantas departure lounge with other applicants(about 20-25).
The recruitment organiser (QLD CC manager) collects group and escorts inside to meeting area/crew room. We are told to organise paperwork (birth cert, passport etc) 3 other Qantaslink CC are sitting at desks to process our application. Take name badge, get height checked.
We are given a table number. Go and join group at table. One assessor sits at each table.
CC manager introduces herself. Assessor at group table introduces herself to the group and then everyone introduces themselves and explains why they want to be CC.
CC manager starts a group discussion about what F/As do/should be like. Eg. Safety is important, customer service, emphasising with pax, presentation.
Group activity 1: Group is given packet of ‘craft’ things (egg carton, straws, glue, cotton wool balls, play doh) and told to make something airline related but not an aircraft. My group made ‘the view from a qantaslink aeroplane on a bright sunny day’. The object is to make something in a team. Groups then designate someone to stand up and explain what the group made to the rest of the groups.
Group activity 2: CC manager reads out situation. Something like: group of 6 people are trekking in Nepal, guides go missing, they have enough supplies for 24 hours, the group includes a homemaker, a monk, a yoga instructor, a doctor, a music teacher & an artist. What roles do each individual play? Who goes for help? Why? work as a team to discuss ideas etc. Groups then pick someone to stand up and explain what you decided and why to everyone else.
--Short coffee break.--
Back in groups, youre given 3 questions to answer in 20mins. Write fast, some people didn’t finish this one in time.
Q1.) Give an example of when you have exceeded a customers expectations and why? also something about your customer orientation?
Q2.) Give an example of when a customer has asked for something that is against procedure. Explain how you pleased the customer but also stuck to the rules.
Q3.) Read through a situation about customer service (you work at a car hire booth. One person on phone line 1, 3 agitated customers walk up, phone line 2 starts ringing, foreign customer starts talking to you about the shuttle bus, prioritise who you serve first, second, third etc and why) and answer question.
Personality test. Answer 400 questions in 45 mins (true or false OR I agree, undecided, I disagree) be honest and quick. Don’t read into the statements too much.
CC manager tells you all to go and have lunch and wait for a call for a panel interview. If you don’t receive a call within half an hour you can go home.
Tips….. if you’re wearing a skirt, wear stockings! Speak up and make yourself noticed. Make conversation with other applicants. Take pens, pencils and an eraser with you. Also take something to eat quickly in the break as they don’t give you long and don’t offer anything to eat except biscuits. Suit jackets and pencil skirts were popular options. Also closed in heels.
Best of luck!!
