Marhaba Services Agent

Job Summary

To provide a comprehensive escort service to all VIP, CIP, Marhaba clients,
Unaccompanied Minors and
Passengers with special needs. That includes check-in, immigration, Mishandled
Baggage, onward
connections, reservations, and assistance while resolving issues such as mis-
connections, cancelled
bookings, improper documentation (visas) etc.

Accountabilities

• To meet, greet and escort passengers as per the laid down service standards (smile, address by name,
  cheerful outlook, briefing, grooming standards etc) in order to provide a
  quality service that projects dnata 's


• image as a service provider.


• To meet (capture/ screen) the designated passengers by monitoring flight arrivals / departures and
  aircraft parking bays in order to ensure that passengers are promptly received
  and escorted.
  Issue revenue documents/ service vouchers and update the system as per booking
  requests and service
  provided in order to ensure the collection of revenue from airlines and
  corporate clients.


• Assist the Sr Marhaba Service Agent in updating the database (AGSS/ TSS) with information of the
  service provided and outstanding requests (delayed flights etc.) from the
  current shift in order to provide
  customers feedback on the service provided and coverage by the next shift for
  delayed passengers and no
  shows.


• Resolve customer issues pertaining to reservations, onward connections, visa formalities etc. in order to
  ensure minimum inconvenience to passengers and safeguarding the image of
  DNATA, the airlines (incl
  Emirates) and Dubai.


• Provide information and guidance to customers of flight schedules, airline formalities, visa requirements,
  hotel information, currency exchanges, transport arrangements etc in order to
  reflect an image of a
  knowledgeable quality service enhancing dnata?s image as a service provider.
  Monitor usage and condition of all items at the lounge and inform the
  supervisor of any requirements,
  maintenance and changes in order to ensure that the lounge facility is up to
  the standard projected to the
  customers.


• Attend and brief all customers using the lounge facilities available, procedures for boarding and facilities
  available in the concourse in order to ensure a convenient and a pleasant stay
  at the lounge followed by an on time completion of boarding formalities.


• To carry out the HB collection and EBT issuance at Gate for Customer Airlines, as per the laid down
  service standards.


• Start activity on time by positioning equipment at Gate , follow the allocation through RTC to ensure that
  the passengers are promptly intercepted.


• Issue revenue documents / tally cash and EBT/ report sale to SMSA.


• Attend to and brief all customers using the facilities available in the lounge, including procedures for
  boarding and facilities available in the concourse, in order to ensure a
  convenient and pleasant stay at the
  lounge, followed by an on time compliance with boarding formalities.


• Monitor usage and conditions of all items at the lounges, informing the supervisor of any requirements,
  maintenance issues, sudden/required changes on lounges menu display,
  maintenance schedule, AC
  functioning, etc in order to ensure that the lounge facility is maintained to
  Marhaba standards.


• Discusses safety concerns openly and reports them to the concern supervisor.


• Complies with all relevant safety , quality and environmental management policies ,procedures and
  control to ensure a healthy and safe work environment.


• 
  

  Acts as a role model for the desire safety behaviours, and wears the appropriate PPE and ensures that
  work is conducted in a safe manner.

  
  


• 
  

  Company: dnata

  
  


• Employment Type: Part Time


• Experience: ‎3 Years


• Job Type: Customer Service, Part-Time