Senior Airport Services Agent

Job Purpose: To provide a quality service to customers in respect to check-in,
boarding, special services, baggage services, ticket desk and Emirates Lounge
as per the criteria set forth by the Companys 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 customers at check-in, transfer desk, special services and boarding gates
by adhering to the set service standards and procedures so that the customers
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 customer satisfaction. - Guide and advise team
members to ensure that superior customer 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 customers are provided with this service on arrival
and any customers 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 customers with missing or damaged bags referring them to
Emirates GHA to complete necessary paperwork and follow up on missing bags for
Premium customers ensuring customers are kept fully informed. - To monitor
queues at check-in ensuring priority given to Premium customer 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 customers 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 customer 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 customer service in all operational areas. - Support and
cover the Emirates Ticket Desk functions 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 and Passenger Handling :
Minimum O level or equivalent. Must have completed relevant and recognized
professional training courses in Customer Services and Handling, Ground
Operations and Reservations, Fares & Ticketing. Experience: A minimum of ‎3
years airline industry experience is required. Knowledge/Skills: Knowledge of
a Departure Control System and Computerized Reservation System, knowledge of
check-in procedures, and customer Service Delivery. Fluent in spoken and
written English and Arabic. Proficiency in Microsoft Office applications.
Please note that in order to be considered for this job opportunity, it is
necessary for you to have the ability to live and work in Saudi Arabia.
Salary & Benefits: Join our growing team and enjoy a competitive remuneration
package, discounts on flights and hotel stays.