Passenger Service Agent UAE National

Job Details

Position Title
Passenger Service Agent

Reports to
Ground Handling Supervisor

Division
Ground Handling

Department
Airport Operations

Job Purpose

Efficiently accomplish ground handling tasks and assignments including check-in, boarding, bma, ramp and assisting passengers. Ensure adherence to safety protocols and provide exceptional service to all passengers, including VIPs and those with special needs. Coordinate with stakeholders for smooth operations and uphold high service standards incompliance with regulations and airline expectations.

Functional Accountabilities

Financial

• Preparation of charge notes against published tariff and cash collection if applicable.
• Preparation of excess baggage coupons or miscellaneous coupons if applicable.

Process

• Greet and welcome passengers and guide them to the appropriate areas.
• Checking passengers' identification, travel documents verification, and tickets and issuing boarding passes
• Weighing, labelling, and loading passengers' luggage and ensuring that they comply with the baggage allowance and security regulations.
• Assign counters and ensure appropriate stationery is available as per airlines requirements. Ensure all counter systems are operational and ready before commencement of check-in activities.
• Providing information and assistance to passengers regarding flight schedules, gate changes, delays, cancellations, airlines travel requirements and other travel-related information's.
• Coordinate with internal and external stakeholders to ensure smooth and efficient operations and passenger flow.
• Assisting passengers with special needs, such as wheelchair users, unaccompanied minors, or passengers with medical conditions.
• Following safety and security procedures and reporting any incidents or breaches.
• Performing ground handling functions based on skills and experience such as BMA, Gates, Ramp, Check-in, Load Control, Baggage Reconciliation.
• Preparation of reports, documents filing, preflight editing and any other ops related task advised by ground handling supervisor.
• Supervision at baggage build up area and Preparation of manual BRS.
• Coordination & Supervision of aircraft loading & offloading at Ramp.
• Meeting aircraft upon arrival, assisting crew and assisting passengers in arrival hall.
• Assist GH Supervisor in their duties & other official duties as instructed.
• With a valid UAE license, may apply for GSE/GSV training, complete the assessments, and obtain an ADP to support operations and multitask.
• Deliver Services as per the Standard Ground Handling Agreement and expectations.
• Ensure upkeep of all terminal facilities & manage queue at all passenger processing zones.
• Provide exceptional services to VIP/CIP/PRM.
• Floor management, FIDS management and coordinate for trolley management.
• Ramp functions, security, and safety adherence (FOD management & Equipment Pre inspections).
• Emergency response awareness, coordination, and familiarization.
• Manage porters, loaders, equipment operators and cabin appearance staff.
• Coordinate for MHB and familiar with world tracer.

Customer and Reporting

Reports to – Ground Handling Supervisor

Communication & Working Relationships

Internal

• GHM & Ground Handling Supervisor
• ADO and Ramp Supervisor

Reasons for Interaction

• Operational, Administrative & Departmental
• Operational

External

• Police, Immigration, Custom, Alpha, Airlines ATC, MET and DCA

Reasons for Interaction

• Operational

Qualifications, Experience, & Skills

Qualifications

• Graduate and Fluent in the English language (both spoken and written).
• Excellent written and verbal communication skills in English (Arabic is an added advantage)

Professional Qualifications

• Diploma or Certification in Ground handling or Ground Operations preferred.

EXPERIENCE

Required Experience

• Prior 01 year of work experience in aviation or customer services
• Prior experience with reputed airline or hospitality industry is preferred (Load Control License, World Tracer, Dangerous Good and DCS knowledge will be added advantage)

Other Requirements- Safety accountability and responsibilities

All staff has the following safety responsibilities and is accountable to their supervisor(s) and Head of Department:

• To comply with the relevant safety requirements and procedures outlined in the Aerodrome Operations Manual and Safety Management System and any other instructions or notices issued by Ras Al Khaimah International Airport.
• To comply with the safety requirements detailed within their training.
• To advise their Head of Department and the Airport Duty Officer team of any safety occurrence or system failure and to identify and report any situation of potential risk or concern affecting safety via one of the following means.
• Report directly to the Safety Department or an immediate supervisor.
• Submitting an Accident/ Incident Report.
• Support safety audits as and investigations as they occur.

Competencies

Level of Proficiency

Behavioural Competencies - High

Ability to learn things fast and implement them - Medium

Excellent customers services & communication skills required - Medium

Focused, positive attitude and disciplined- medium

Coordination, Presentation & Follow-up skills high

Requires problems solving skills and Strong in-house employee relationship - Medium

Takes Initiatives, responsibilities, and ownership - High

Team Player, Adaptable, Share Feedback, ideas, and suggestions- medium

Flexible with Roster and duty hours (Day/Night Shifts)- High

Hardworking & Passionate - Medium

Maintain Grooming, Punctuality and Compliance- High

Technical Competencies

Computing skills in MS Word and MS Excel -Medium

Presentation skills - Medium

Email drafting skills - Medium

DCS & BRS - High

Load Control & DG - High