AIRPORT SERVICES AGENT

Job Purpose: Working under the direction of senior Airport Services
colleagues, to represent Emirates and enhance customer service to both
arriving and departing customers. Ensure all operational criteria are
completed within specified time frames as per the criteria set forth by the
Company's commercial, safety and security policies, standards and procedures.
Job Outline: - Provide assistance to customers on arrival and departure,
ensuring high quality and professional customer service is maintained at all
times. These include ascertaining the requirements of various categories of
customers such as unaccompanied minors, customers with reduced mobility etc.
ensuring appropriate special services and facilities are provided to meet the
special service requirements of the customers. - Co-ordinate the airport
operation of chauffeur-driven limousines for eligible customers after arrival,
and open the Emirates arrival information desk. - Monitor the arrival
immigration problems, retrieve relevant documentation and report accordingly
ensuring adherence to all procedures with regard to travel, immigration and
safety regulations. Monitor check-in including 'queue-combing' to keep
customers informed of checking delays, identifying and giving priority to
Premium customers and ensure service standards are maintained. - Assist in the
preparation and completion of pre and post flight documentation and
statistical information to ensure all data is accurately accounted for. -
Provide cover in the absence of the senior team members during
leave/sickness/training as directed by the Airport Services Officer or other
senior colleague. - Assist in dealing with problems such as delays,
disruptions, excess baggage or denied boarding including implementation of
'Options' within the guidelines provided by the Senior Staff on Duty in order
to retain customers confidence and loyalty. Also ensure eligible customers are
provided with accommodation and transport as per applicable procedures. -
Where required, assist with check-in, boarding at the gates as per laid down
procedures, provide announcements, and carry out hand baggage removal,
handling of late-to gate customers, flight coupon reconciliation and head
count confirmation to ensure safe and on time departure of flights. - Monitor
baggage delivery performance against agreed standards, keeping customers
informed about any delays or irregularities with their baggage to maintain an
efficient baggage delivery service to customers and monitor files creation and
quality of baggage services as per Emirates Standard Operating Procedure. -
Support and cover the Emirates Ticket Desk functions, where applicable, and
undertake ticketing/reservation duties to ensure seamless service to
customers. Offer full range of Emirates products and services to all customers
to maximize ticketing revenue. Issue tickets, EMD, EBT, make and amend
reservations as and when necessary. Re-issue and re-calculate fares for
customers changing itinerary and make any additional collection as required.
Carry out Credit Card verification. Complete daily ticket sales returns and
assist with banking duties as required. - When required support duties in the
Emirates lounge. Liaise with service providers and supervise contracted staff,
overseeing catering, cleaning and maintenance operations and ensure service
standards are met and maintained.
Qualifications & Experience: Airport Operations.Passenger Handling : : Minimum
`O' Level or equivalent. Must have completed relevant and recognized
professional training courses in Customer Services and Ground Operations.
Knowledge of Basic Fares and Ticketing would be advantageous. Experience:
Given the specific requirements at outstations, a minimum of ‎2 years' Airline
Industry experience is required. Knowledge/Skills: Fluency in written and
spoken English and Local Language. Customer Service Delivery. Please note that
you must have the right to live and work in Egypt
Salary & Benefits: Join our growing team and enjoy a competitive remuneration
package, discounts on flights and hotel stays.