Posted on :
16 Aug, 2018
16 Aug, 2018
Working under the direction of Senior Airport Services colleagues, to represent Emirates and enhance passenger service to both arriving and departing passengers. 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 Title: Airport Services Agent
Provide assistance to passengers on arrival and departure, ensuring high quality and professional passenger service is maintained at all times. These include ascertaining the requirements of various categories of passengers such as unaccompanied minors, passengers with reduced mobility etc. ensuring appropriate special services and facilities are provided to meet the special service requirements of the passengers.
Co-ordinate the airport operation of chauffeur-driven limousines for eligible passengers 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 passengers informed of checking delays, identifying and giving priority to Premium passengers 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 Passenger confidence and loyalty. Also ensure eligible passengers 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 passengers, flight coupon reconciliation and head count confirmation to ensure safe and on time departure of flights.
Monitor baggage delivery performance against agreed standards, keeping passengers informed about any delays or irregularities with their baggage to maintain an efficient baggage delivery service to passengers and monitor files creation and quality of baggage services as per Emirates Standard Operating Procedure.
Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to ensure seamless service to passengers.
Carry out Credit Card verification and travel document 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.
Please note,you must have the right to live and work in Ghana.The company will not assist in processing of visas.
Qualifications & Experience
Minimum ‘O’ Level or equivalent
Must have completed relevant and recognized professional training courses in Passenger Services and Ground Operations
Knowledge of Basic Fares and Ticketing would be advantageous
Given the specific requirements at outstations, a minimum of 2 years’ Airline Industry experience is required.
Fluency in written and spoken English and Local Language
Customer Service Delivery