Senior Airport Services Agent

3 weeks ago

Jeddah, Saudi Arabia The Emirates Group Full time

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 company's commercial, safety and security policies, standards and procedures. Ensure all operational criteria are completed within specified time frames as per applicable procedures.

Job Outline:

- Ensure Premium passengers are provided with the highest level of customer service at all times. Greet passengers as they enter the Lounge and introduce them to all aspects of the Lounge product, advising them of all available services and offering assistance where required to maintain customer loyalty.
- Liaise with service providers and supervise staff, overseeing catering, cleaning and maintenance operations, so that service standards are met and maintained.
- Assist operational staff in a proactive manner from time to time based on the directions of the Supervisor/Airport Services Manager with the airport operations to ensure passenger needs are met by undertaking various operational functions (i.e. carry seat changes, issuing of boarding cards, check-in of transit passengers, reservation changes and the boarding process etc.).
- Keep all passengers in the lounge informed of flight departures and other relevant information pertaining to their flight.
- Ensure the expeditious and accurate completion of all reports & statistical data including passenger trends, meal wastage and recording of inwards goods and confirmation of invoices. Undertake daily/weekly stock control. Control expenditure on food, beverages & other consumables in order to minimise waste and unnecessary costs while still meeting the needs of EK passengers. Identify any potential areas of development with product delivery and address this with the Airport Services Manager.
- Work with lounge Supervisor in developing lounge menu changes.
- Undertake various administrative functions and other duties as directed from time to time by the Lounge Supervisor, Airport Services Manager and other senior staff on duty.
- Cover during the absences of the Lounge Supervisor ensuring that optimum customer service levels are maintained.
- Respond to queries and complaints in an efficient and timely manner in order to restore passenger confidence.

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.

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.

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