Senior Airport Services Agent

at  The Emirates Group

Job Purpose: To provide a quality service to passengers in respect to check-in, boarding, special services, baggage services, ticket desk and Emirates Lounge as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures. Ensure all operational criteria are completed within specified time frames as per applicable procedures.

Job Outline:

• Identify and meet the standard and special service requirements of the passengers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
• Adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight. Post the flight, ensure flight coupon reconciliation and head count confirmation is in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and passenger satisfaction.
• Guide and advise team members to ensure that superior passenger service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights.
• To liaise and monitor the Emirates Chauffeur drive company on arrival and departure. Ensure eligible passengers are provided with this service on arrival and any passengers that require assistance are met on departure.
• Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assist passengers with missing or damaged bags referring them to Emirates GHA to complete necessary paperwork and follow up on missing bags for Premium passengers ensuring passengers are kept fully informed.
• To monitor queues at check-in ensuring priority given to Premium passenger card holders. To assist and deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such as, keeping passengers informed of any delays, disruptions and denied boarding including the implementation of the ’Options’ scheme.
• Assist with the preparation and completion of pre and post flight documentation and complete all relevant station statistical information and filing.
• Ensure all safety instructions are compiled with at all times and report any damage to aircraft, ULDS, immediately and assist with preparation of relevant reports.
• Cover the absence of check-in supervisor and prepare flight briefs regarding passenger information ensuring that all staff, GHA and service providers are fully aware of this information. Ensure all operational areas are covered and that staff are aware of what is expected of them to ensure high levels of passenger service in all operational areas.
• Provide ad hoc coverage at the Ticket Desk when there are shortfalls due to leave and sickness.
• Carry out credit card verification and travel documents checks diligently.
• Admin Accountabilities (back office duties).

Undertake various administrative functions as directed from time to time by the Airport Services Manager/Airport Services Officer/Airport Services Supervisor.

• Provide comprehensive support to the ASM/ASO in developing rosters for the team. Ensure all discrepancies in attendance are highlighted in a timely manner so that it does not impact month end payroll processing.
• Plan & assist with the execution of ad hoc projects/assignments liaising with relevant internal/external stakeholders and provide updates to management on the progress and of any concerns that needs escalation.
• Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence. Assist with enquiries from CASA and other authorities.
• In the event of resource shortfalls, provide frontline assistance and support to the operational team. Assist with flight delays, disruptions, excess baggage or denied boarding, including implementation of the ’Options’ Scheme, within the guidelines provided by management in order to retain customer confidence and loyalty. Make/amend reservations as and when necessary.
• Ensure post flight activities are completed such as compilation and dispatch of TLS, reconciliation of flight coupons and assemble flight file so that future queries can be dealt with. Ensure expenditure on meals and accommodation for transfer or delayed passengers are in accordance with company procedures.
• Ensure all invoices are processed within specified time frame, as per Accounts SLA.
• Monitor and replenish stocks of revenue and other airline stationery to ensure a smooth operation.
• To create and maintain appropriate record and filing systems for easy retrieval and proper maintenance of records.
• Coordinate with service suppliers for regular, preventive or in the event of breakdown of office equipment. Ensure all deficiencies are accurately reported/logged and corrective action is taken to maintain to EK standard of service.
• To ensure that correct action is taken by the GHA in respect of any AHL or OHD on the flight and ensure that subsequent follow-up action is taken and that passengers are kept informed.
• Share responsibility with Airport Services Manager/Airport Services Officer on the induction process of new hires into the department by conducting briefing sessions on administrative matters.

Qualifications & Experience: Airport Operations. Other : 3+ Years
10 Years schooling or equivalent:
Must have completed relevant and recognized professional training courses in Passenger Services and Handling, Ground Operations and Reservations, Fares & Ticketing Given the specific requirements at outstations, airline industry experience is required.
Knowledge/Skills: Knowledge of a Departure Control System and Computerized Reservation System. Knowledge of check-in procedures. Customer Service Delivery. Fluent in spoken and written English. Proficiency in Microsoft Office applications.
Salary & Benefits: Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays

Please refer the Job description for details