HR management
An airline reservation clerk is responsible for synthesizing flight information, pricing, and customer preferences under significant time constraints while maintaining a courteous and professional relationship. The ability to think critically under pressure is paramount to the success of any employee in this position. This is a problem-solving job where each scenario may present a new set of constraints and require flexible solutions. The ability to think flexibly, would allow an employee to maintain a calm, pleasant demeanor under pressure and give good, efficient customer service. The structured interview, described in the 2004 article by Ryans and Tippins, would provide the best insight into critical thinking skills for this position.
Structured interviews have high validity, and will prove to be a useful predictor of future performance while circumventing any perception of discrimination caused by the use of tests that are not directly related to the position. The interview questions should be largely situational in nature, requiring an applicant to respond to scenarios that typically occur on the job. The interviewers will be able to assess the applicants past performance, logic and thought process, and future success in the position.
To maintain reliability of the structured interview, individual candidates should receive the same questions administered by the same team of interviewers . The ideal team would include one member of HR as well as at least one or two line staff – for example Reservation Clerk Manager and/or supervisor or someone else who has lived the everyday responsibilities of the job earlier in their career. It should also be scored numerically relative to predetermined benchmarks to consistency and ease of comparision NOTEREF _Ref264353092 \f \h 3.
A structured interview that assesses the critical thinking skills of applicants would include the following set of questions adapted from Ready Prep Interview :
1. Share an experience
Structured interviews have high validity, and will prove to be a useful predictor of future performance while circumventing any perception of discrimination caused by the use of tests that are not directly related to the position. The interview questions should be largely situational in nature, requiring an applicant to respond to scenarios that typically occur on the job. The interviewers will be able to assess the applicants past performance, logic and thought process, and future success in the position.
To maintain reliability of the structured interview, individual candidates should receive the same questions administered by the same team of interviewers . The ideal team would include one member of HR as well as at least one or two line staff – for example Reservation Clerk Manager and/or supervisor or someone else who has lived the everyday responsibilities of the job earlier in their career. It should also be scored numerically relative to predetermined benchmarks to consistency and ease of comparision NOTEREF _Ref264353092 \f \h 3.
A structured interview that assesses the critical thinking skills of applicants would include the following set of questions adapted from Ready Prep Interview :
1. Share an experience