Senior Airport Services Agent

Job Purpose

• Identify and meet the standard and special service requirements of the customers at check-in, transfer desk, special services, and boarding gates, by adhering to the set service standards and procedures so that the customers are handled in a friendly and efficient manner.
• Adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight. Post the flight, ensure flight coupon reconciliation, and head count confirmation is in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and customer satisfaction.
• Guide and advise team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights
• To liaise and monitor the Emirates Chauffeur drive company on arrival and departure. Ensure eligible customers are provided with this service on arrival and any customers that require assistance are met on departure.
• Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assist customers with missing or damaged bags referring them to Emirates GHA to complete necessary paperwork and follow up on missing bags for Premium customers ensuring customers are kept fully informed.
• To monitor queues at check-in, ensuring priority given to Premium customer card holders. To assist and deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such as keeping customers informed of any delays, disruptions and denied boarding including the implementation of the 'Options' scheme.
• Assist with the preparation and completion of pre and post flight documentation and complete all relevant station statistical information and filing.
• Ensure all safety instructions are complied with at all times and report any damage to aircraft, ULDs, immediately and assist with preparation of relevant reports.
• Cover the absence of check-in supervisor and prepare flight briefs regarding customer information ensuring that all staff, GHA and service providers are fully aware of this information. Ensure all operational areas are covered and that staff are aware of what is expected of them to ensure high levels of customer service in all operational areas.
• When required support and oversee excess baggage and ancillary revenue collection during check-in and at the gate to maximize revenue.
• To assist the Lounge Supervisor in managing the Emirates lounge, providing assistance to all our passengers.
• The job holder will be required to work in all areas of the operation, supporting, as necessary, check-in, boarding, lounge, and other areas of Airport Operations as directed by senior staff on duty.
• The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

Qualification

• Minimum of a 2-year post-secondary degree required.
• Must have completed relevant and recognized professional training courses in Customer Services and Handling, Ground Operations.
• Minimum of 3 years' airline industry experience is required
• Experienced with MACS and World Tracer systems/Knowledge of Baggage Tracing and Claims Handling
• A good knowledge of Reservations/Fares and Ticketing and Departure Control System
• A good knowledge of Microsoft Word / E-mail / Excel
• Excellent airport passenger service and interpersonal skills.
• Knowledge of check-in procedures.

Critical Competencies

• Delivering
• Drive
• Collaboration
• Engaging Others
• Open to Opportunity

Other Information

• Applicants must have the legal right to live and work in France. The Company will not provide assistance with obtaining work permits.
• Fluency in written and spoken English and French is essential.

Salary & benefits

• Profit Share eligibility
• Meal Allowance
• Transport Allowance
• Travel Industry Benefits