AIRPORT SERVICES AGENT - SHANGHAI

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 &39;queue-combing&39; 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 &39;Options&39; 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. Offer full range of Emirates products and services to all customers to maximize ticketing revenue. Issue tickets, EMD, EBT, make and amend reservations as and when necessary. Re-issue and re-calculate fares for customers changing itinerary and make any additional collection as required. Carry out Credit Card verification. Complete daily ticket sales returns and assist with banking duties as required.

• When required support duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards are met and maintained.

•  Minimum ‘O’ Level or equivalent


•  Experience of ground handling, knowledge of Basic Fares and Ticketing would be advantage.

• Fluency in written and spoken English and Local Language


• Customer Service Delivery