Like they said in the job description, they're looking for " A warm welcome, gracious service and a safe and comfortable feeling, makes our customers' journey something they will always remember. " " If you are a highly customer-focused individual who strives for the best and takes pride in getting the job done, we would like to hear from you." "Competent in handling difficult situations, problem solving and complaint resolution •Excellent communication and interpersonal skills; friendly reception of all customers" so you gotta be super likeable and smooth with people. aka getting nervous about the interview will be your demise as you must be in a comfortable excellent mood. I think I did well in the video interview and now I'm waiting for a chance in person. I really hope it works out as I really want to do this and blew it with delta and united. I think the key is being normal and having confidence in yourself. anxiety will be a death