Senior Airport Service Agent

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.

• Identify and meet Emirates standard and special service requirements of the customers across key airport services touchpoints (including Lounge, Check-in, Arrivals, Boarding, and Ramp Operations) 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 to achieve EK standards and customer satisfaction.

• Ensure Premium passengers are always provided with the highest level of customer service. 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 shift in charge/Airport Services Manager with the airport operations to ensure passenger needs are met by undertaking various operational functions across key airport services touchpoints (Check-in, Arrivals, Boarding, Lounge and Ramp Operations).

• 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.

• 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.

• 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.

• Work with lounge Supervisor in developing lounge menu changes.

• 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 to restore passenger confidence.

• 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 always compiled with and report any damage to aircraft, ULDS, immediately and…