JOB PURPOSE
- To provide consistent quality service to the customers at any designated area (Check-in, Gates Transfer Desk) in line with agreed Service Standards and Standard Operating Procedures (SOP). Ensure Safety policy and security standards are applied to work area set by the Company and Local Authorities.
JOB ACCOUNTABILITIES
- Report for duty at the allocated area on-time, maintaining the Company uniform & grooming standards.
- Establish quality atmosphere at work place by delivering consistent quality service, which complies with agreed Service Standard, and Standard Operating Procedures (SOP) in-order to achieve customer satisfaction and reduce complaints related to service failure or attitude.
- To plan and act according to the briefing received from the Supervisor or Airline on various functions to be performed as per the required procedures for handling specific flights.
- Ensure that the equipment at the designated work area (check-in / boarding gates / transfer desks) are functional before starting the flights and any faults are reported promptly.
- Maintain safety and security by consistently applying the Company?s Safety Policy and security standard while executing their duties.
- Be proactive in assisting co-workers and seniors in specific passenger service activities pertaining to (but not limited to) functions performed at check-in, Gates, and Transfer Desk.
- Prepare for the Performance Matters (PM) reviews by compiling evidence for accomplished objectives and proof of any achievements.
- Effectively implement contingency procedures in the event of System outage.
MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS
- Pass ?O? level or equivalent standard of education.
- Excellent communication skills in English.
- Arabic and other language knowledge is advantageous.
- Minimum 2 years experience in frontline customer services
- Should have completed all basic Passenger Services mandatory courses for grade 4.
- Working knowledge of Airport Communication Systems would be advantageous.
OTHER RELATED JOB INFORMATION
- The job holder has to perform in an extremely dynamic operational environment where the situation constantly changes and may turn critical at any time.
- Staggered shift timings which is as per the work load profile (flight schedules & load factors). Adaptability to adjust is of critical importance.
- Inconsistent local handling procedures of respective airlines
- Due to cross-utilisation of manpower, check-in staff and boarding control staff is switched from one flight to another at a very short notice. Requires strong efforts from the agent to adapt to the needs of different situations.
- Acceptability to work in a multi-cultural environment with Staff from different nationalities is essential.
