國泰航空｜詳細空服員招聘2017 2016 Flight Attendant Interview @ ★黑貓☆邪↗

面試屆滿一年的日子，那時毅然決然投遞了履歷、一個月的準備時間、一天結束完整面試、隔天便進入體檢階段的緊湊行程，回憶起來還是珍惜和感動，雖然最後因個人因素婉拒的錄取資格，但整個過程還是回味無窮！

＊此次應試為海外組流程濃縮於1~3天內結束，本地組可能長至半年(包含等候通知下一階段面試等時間)

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國泰航空報名網站

首先，目前召聘已無任何台籍補助租屋合約，所有報考人須擁有永久香港居留證！

國泰航空空服員應試資格

Requirements:

Permanent Hong Kong resident status

Minimum age of 18

Minimum pass rate in 5 HKCEE/HKDSE subjects including English Language; or equivalent

Proficiency in English and one of the following Asian Languages:

* Bahasa Malaysia                         * Cantonese                             * Hindi

* Indonesia                                * Japanese                               * Korean

* Mandarin                               * Tagalog                 * Thai

Mandarin as a third language is preferable

A minimum arm-reach of 208cm on tiptoe and to pass the pre-employment medical assessment for physical fitness

應試流程：

國泰航空集合》公司介紹、永久香港拘留證件核對、確認離港航班時間、唱名分組》待面試官叫組別後前往各自應試房間、開始小組討論關卡》多益測驗時間(若有繳交多益成績則可休息)》個人面試》若通過則由行政人員帶你登記體檢時間》隔日體檢

詳細面試過程：

【國泰航空集合】

當天在國泰航空公司集合後，會先和所有的應試者見面，該次應試者有相當多印度籍和海外留學等剛畢業學生回來面試，所有人的英文都相當流利、個性也相對外向，工作環境和文化熔爐是主要響應試國泰的原因。面試當天dress code: Business Casual.身為組員，我仍以套裝包頭出席，當天驚艷了許多應試的考生，男生多半西裝應試，女生則許多素顏、球鞋、內搭褲、褲裝等形形色色的面試服出席，相對我玩裝出席可能有些突兀，但個人認為這是對應試的尊重。以前在Ogilvy人資問我，你覺得你今天的服裝面試適合嗎？你不覺得林宗緯任何時刻出席都穿著西裝是對這份工作的尊重嗎？是的，我想你的服裝是第一印象，也是尊重你自己和尊重面試官的要件，後續同梯次錄取的也未見太過隨性服裝面試的應試員，但這不代表全部提供您參考。

【公司介紹、永久香港拘留證件核對、確認離港航班時間、唱名分組】

這個階段所有人隨機找位子坐下，但你剛認識的新朋友不一定和你同組，你可以趁這個機會認識一下大家互相打氣加油。主要介紹公司的Kelly會帶著你看投影片和介紹公司，旁邊會有兩到三位行政人員協助你和對報名資料，檢查多益成績單正本，永久香港居留證，如果你是海外報考，會與您確認離港航班時間。待資料查核完畢，確認所有人員的應試資格後，開始唱名分組A1,A2,A3...B1,B2,B3,...等等以此類推，A為同組、123...為後續座位編號，待面試官引你入小房間後，依照座位上的名牌標示坐下，並別上代號名牌。

【小組討論關卡】

小組討論其實沒有大家想像中的緊繃，關於出風頭一說其實網路上都找得到，什麼不要第一個發言之類的，其實如果處理得宜，第一個發言並不是問題。

第一題：Please introduce your partner sitting next to you, What is her name, where is she/he from, and which is her/his favorite magazine? You have five minutes to chat and 1 minute to introduce each other. And start.

考官會有計時器給大家看時間，計時時間到時便即刻停止討論。

基本上你可能沒有最喜歡的雜誌，你也可以說一本你喜歡的書和喜歡的理由，由於我的partner英文不太好，題目聽不太懂所以花了一些時間跟他解釋考官需要我們做的事，當然整個過程需要講英文不能說任何中文，所以當下我的策略是先把我的資訊告訴我的夥伴，再用最快的速度問一下他從哪來，喜歡什麼雜誌？為什麼等等？因為時間相當緊湊，所以必須速戰速決。其他組別的介紹得很順利，我們那間都是溫哥華留學回來的畢業生。介紹時，我的夥伴有些卡住，雖然她多次眼神尋求我幫助，但因為是她的答題時間我暫且沒有幫忙她講，直到考官示意我可以說話和回答時，我補充他介紹我的部分。

第二題：Now you are in two groups and here is the company name you are going to run. Please discuss the criteria of your company. You have 5 minutes to discuss and you may use the white board behind you. You will have 5 minutes presentation for each group and everyone has to present.

當天兩組題目分別是Bar & Massage Consultant Center.

我們這組是Massage Consultant Center，首先我們討論了massage提供顧客的感覺和服務，再詳細劃分目標客群來到後，給予他們身心靈放鬆。由於日前去DC有遇到一位專門做按摩顧問的英國人，他有聊了一下他當顧問的想法，當下也有提供一些意見給組員一起討論。因為整組有五個人，所以我們劃分了開場白、三個優點、結語五個部分大家分頭講，不過要有心理準備大家剛剛考論的最後上台發表可能大而化之的簡短，所以你必須心裡有底要補充說明，因為簡報時間必須用完，考官也會提示你還有多少時間可以講，絕對不要放空留白，而且你的組員可能會任意cue你作答，所以最好自己先留一個備案，可能因為我已經是組員，整個小組討論過程，一直被同組的直接點名毫無準備的作答。小組討論除和團體合作外，臨場反應非常重要，同時英文表達能力也不能太差，不用太艱澀的字詞但必須清楚表達你要敘述的意思。如果你想補充一些稍早尚未討論到，但又不希望聽起來是你自己額外多加的，請加上we also discuss about...表示是團體的意見，不是你個人，因為後續的客訴題也是一起作答。

（詳細兩方論點我再回去找找當天的小筆記）

接下來進入客訴：Now each group of you have two complain, you may discuss for 5 minutes and I will randomly choose two person to be the servers from your group and two customers from the other. Just a reminder, if you are not satisfy with the response and makeup solution, you may give out the question and request. But don't be too DRAMATIC. And if you think you are satisfied, you may close the conversation. Please give out a short-term and long-term solution and avoiding the voucher and coupon stuff.

客訴應對其實相當直接，因為你不知道對方會提出的問題和要求，如同你服務客人時你可能也沒有心理準備，但你必須知道你手邊可用運的資源。盡可能避免打折或是折價卷也是很合理，在機上處理顧客事務，這些都不是你能運用和掌握的部分，所以處理客人情緒、緩和當下氣氛、給予幫助，都是很重要的。

以下為大致上應對紀錄，因為當下無法使用自己的筆記本。

BAR Q1: You have been waiting for half hour and you still in line without any drink.

本組飾演顧客A 對方為服務組B
A1: We have been here in line for more than 30 minutes, and we are really thirsty.
B1: We are so sorry for keep you waiting so long. Here I provide two glasses of water and wish they can make you feel better.
A2: Thanks for the water. But when will we be able to order a drink? I have to pick up my children at 16:00 and it's already 15:30?
B2: Again, we do apologize for a long wait. If you are willing to come by tomorrow with your family, here is a order ticket for a next visit, you may have a express order!
A2: Oh, okay. Then I can pick up my children now, thanks

BAR Q2: The lemon juice is not fresh.

本組飾演顧客A 對方為服務組B
A1: I thought your bar only use fresh pressed juice and this smells bad!
B1: I am sorry for the bad smell of the juice. May I take it back and check with our chain provider and original ingredient?
A1: Please! How could you provide this to the customer? I may get sick.
B1: If you feel any uncomfortable, please let us call the doctor for you and we will pay for the cost.
A1: I think I am fine now, but you have to check through those materials. I don't want to have that kind of drink again.

Massage Q1: You broke your leg at the corner of stairs.

本組飾演服務組B 對方飾演顧客A

A1: Oh I fell down from the stairs at the dark corner.
B1: What happened! Take a seat here first.
B2 brings a seat for her.
B2: Would you like us to call the doctor now?
A1: No, I want to rest for a while...
B1: Would you describe how it happened and where did you fall down? I think we have to enhance the safety equipment in that area.
A1: I don't know how. There is no light near by the stairs and it's slippery. And you guys don't have staff to direct us.
B1: We are really sorry and we apologize for not providing enough lighting. We will enhance our lighting system in case anybody gets hurt again. And most importantly, we will take responsibility for your wound and the cost of medication.

(此組B2為我一開始的partner，你會發現他幾乎沒有說幾句話，英文能力會決定你當下發言的比例和機會，和你同組飾演的角色也可能影響你，要記得適時發言和表達)

Massage Q2: You get allergy after going to the massage center.

A1: Hey, my skin get itch after coming to your massage center!
B1: I am sorry Madam, may I ask when did you come to the center and what makes you allergic?
A1: I came here last week and I think it is because of the massage oil.
B1: We will check through the product right away.
A2: And the towel, you see my skin, here on my arm, face, and my whole body. You guys should be responsible for it. And I want to see your manager!
B1: Sir, we are very sorry for the circumstance and here is our manager.
B2: Madam and Sir, I heard about our massage oil and towels make you two allergy. May I ask about the condition of your allergy now? Have you go to the doctor yet? Did you feel better now?
A2: Yes, we did go to the doctor and now is still itchy. You should give us a good response. How are you going to fix the problem?
B2: We do sincerely apologize for causing the allergy. From now we will close for a week to check through all the materials, products and make a full cleaning process including the equipments and rooms. And please let us know if you need any further medication assistance and we will pay for it. We would like to invite you to our center again after the cleaning process and wish we can bring you a brand new experience for relaxing.
A1, A2: Okay, good, thank you.

(如同先前提到被推坑的部分，夥伴又突然推說我是經理，所以任何情況你都要準備好。當時的回答策略我主要放在，先關心客人狀況、再尋找解決辦法做為短程方案、長程方案則放在日後如何請客人回來，不流失客戶)

此部分結束後考官會將門打開，請叫到名字的人離開，謝謝他們的參加！這部分我很喜歡因為你馬上知道結果，之前Merrill Lynch也是如此直接的公布結果，相當有效率。

考官細心提點需要大家多帶笑容，雖然可能不習慣，但這對面試和這個職位相當有幫助，此外答題切記不要太戲劇化，真實經歷回答即可。

【多益測驗時間】

多數人未繳交測驗成績，因此必須參與電腦考試，根據同梯應考考生，約需要花兩小時時間，此時你可以到員工餐廳休息和準備個人應試。考試方式基本上跟多益沒有太大差別，但如果你有應試此部分，前一天真的要睡飽，到個人應適時我已經覺得有些累，整個過程很緊湊。

【個人面試】

此時需要到招聘部門區等待，是一個沙發座椅區，到時桌上有許多空白表格，請先填寫。行政人員會一個一個叫過去校正電腦填寫之資料，以及請你唸粵語新聞，如果你有時間可以先唸一些國泰公開的新聞稿，由於新聞稿是比較制式的文章，用字比較艱澀，母語是粵語的考生也覺得有些困難。我則是粵語為第二語言，免強念完。我有告訴考官，對話沒有問題，但新聞用字對我來說較難。

平均一對一面試約20分鐘，不過我出來的時候其他考生跟我說我進去了45分鐘，其實我沒料到面試這麼久，只覺得面試相當愉快和考官相談甚歡。

Do you have any question before we start? No, so far no. I would like to ask some question after the interview. Thank you. Okay, the we start the interview now.

Can you introduce yourself first?

So, why did you come here and apply for Cathay? Since you have been working for China Airlines now. I came here because my family moved back to Hong Kong recently and I would like to have more time with them. As you know, the roster for flight attendant are pretty tight and rest for random week day and less weekend. It will be better to base n Hong Kong. And as I know Cathay recruit multi-culture crews. It is no doubt the best airline and environment to work and learn.

I saw there are many experiences from your resume in different industry. Why did you work there and what make you here? I don't see your plan for your career? Are you going to stay here for a long time or leave soon?

What it your philosophy of service? It is base on the customer's demand. I like to fly for long haul flight and stick to the same flight for around half year. In this way, you may get familiar with the demand and special request for specific route. And I also like to chat with passengers. As they might not tell you what they really need when you serve them according to service plan, they might secretly give you some information during casual talk. So that you may have chance to give what they need and surprise them. Here are some stories I experienced and I would like to share... (這部分暫且審略，若你有故事可以分享給考官我想他們相當願意聽，且他們會逐字抄下)

Any thing you don't like about this job? Not really. I mean people might don't like to clean up the lavatory. However, I don't like to see the lavatory in a mess so I will clean it up whenever I pass by them. So the answer is no.

Any interesting happened in your flight? Any irregular thing you encounter? What is your action? (有諸多關於工作上的問題，因為已經有同產業工作經驗所以跟畢業生應試的問題完全不同)

接著需要看圖說故事，四格漫畫，內容基本上是祖孫電話對談，奶奶請孫子幫忙買東西，但買的東西全都錯了。(故事部分簡單帶過，詳細回答放在後續問題)

Can you tell me the story?
Grandmother asks her grand child to buy some flour, ****, ****, and so on. But the grand child didn't buy the right things back. Not even one.

What cause the problem?
They have a miss conversation during the phone call and also because the products name are with similar pronunciation. And the grand child didn't confirm if he took the note right.

How can we avoid from making the same problem?
For make sure not having a miss communication, we may double check the word and items verbally by repeating. Or you may describe in a different way, but using the word that both of you and me can understand. So that we can make sure both of us are clear and using the words without misunderstanding.

朗誦中文廣播

考官會給你一份中文廣播詞，和國泰航空公司機上使用的相同，你可以先閱讀一遍之後，準備好再通知考官你要開始朗誦了。由於機上廣播給予粵語為母語的組員執行，但起出香港提倡普通話教育時，多半使用北京腔，事後國泰有致電認為我的中文不好，覺得發音不標準，但我有提出腔調問題，同時也需要適度放慢朗誦速度，讓大家能夠清楚聽見每個字詞。

朗誦粵語新聞

考官再提供一次機會讓我唸粵語新聞，希望了解粵語程度，同樣是剛才在準備資料時的新聞稿，所以閱讀有稍微順暢一些。

最後提問時間

稍早有提出面試完後才要提問，所以考官回頭問我有沒有其他問題。

How do Cathay arrange the aircraft for new Airbus 350? Does it depends on regional flight, long-haul flight?
Do you have preference in specific aircraft? No, not really. As it related to the job and experience of passenger. So if I have the information, I may introduce and provide it to the passenger. In addition, I am now in the group of A350 service optimization group, so I would like to know more about the design and dispatch about different aircraft.

How does the crew being dispatch in Cathay and Dragon?

How long does it take to be a qualified Business class crew?

When will we get the result after this interview?

It's my pleasure to have this interview with you. Thank you.

【體檢】

當下面試完之後在外面稍等了一會，考官拿著面試資料給行政人員，行政人員轉交資料給我請我到人事部登記體檢時間，由於我隔天便離港，所以隔天早上一早便去體檢，約需花費一個早上的時間到中午，體檢為後便離開等候電郵通知。

【後續通知】

約在六週內會得到電郵通知，如果沒收到則表示未被錄取，收到郵件時間通常會在第六週所以不用太擔心，因為有大量的人事資料需要處理，也有考生打電話詢問，人事部也會耐心回覆您請您再等等。後續因為訓練課程安排和人數限制，我也在飛行過程中有遇到國泰的學員長(負責training時帶班)，他們告訴我約是今年四月左右會開始安排訓練。最後一起報考的兩位朋友有參加訓練也順利開始飛行，很為他們開心，而我依然留在原本的公司服務，婉拒了錄取資格。