AIRPORT SERVICES AGENT - London Gatwick Airport
Job Purpose
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 ACCOUNTABILITIES
- 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.
- OTHER RELATED JOB INFORMATION
The job holder may also be required to assist at the Ticket Desk and other areas of Airport Operations as necessary.
The job holder is also responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.
Qualification
Minimum level of secondary education, including English Language and Mathematics.
Must have completed relevant and recognized professional training courses in Passenger Services and Ground Operations
Knowledge of Basic Fares and Ticketing would be advantageous
Two years airline experienec
Knowledge/Skills
Fluency in written and spoken English
Customer Service Delivery
CRITICAL COMPETENCIES
- Delivering
- Drive
- Open to Opportunity
- Collaboration
- Engaging Others
Working for the worlds largest international airline, you can expect a leading reward package including:
- Competitive salary
- Contractual bonus in your first five years of one weeks salary, after five years we increase this to two weeks, paid every November.
- Pension contributions of up to 9%
- Health insurance for you
- Complimentary health cash plan, giving you access to spend a certain amount of money on your health and wellbeing each year.
- Profit share (this year we hit the news for paying out 22 weeks salary as a bonus)
- Employee Assistance Programme and access to high street discounts
- In your leisure time, you can explore the world utilising your access to flight and hotel benefits.
- Dry cleaning vouchers for your uniform and car parking at the airport
- Season ticket loans
- Access to socials
