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Creating a Hospitality Culture at American Airlines

Creating A Hospitality Culture At American Airlines

Director of Talent Development Cheryl Harris talks about how using predictive a talent assessment for flight attendants has helped strengthen the hospitality culture at American Airlines. This was an important initiative at American Airlines, and one of the biggest Talent Acquisition challenges the wanted OutMatch to help solve.

The initiative began by defining the vision – what it means for American Airlines to ‘create a hospitality culture on an airplane,’ and what that looks like in terms of flight attendant behaviors. Then, the assessment provided a model to help Talent Acquisition teams hire toward that vision, and continue to improve hiring over time. Cheryl explains:

The hospitality culture that a flight attendant creates is really important to how the customer feels about the company. We’re improving hospitality on the airplane because of the selection process that helps us bring in the right people.”

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