Airport Services Agent

Job Purpose: To provide a quality service to EK and Code share passengers in respect to check-in, boarding, special services, layover hotels, arrivals/visa services and baggage services as per company commercial and safety standards and procedures so that EK and code share passengers and their baggage are handed in a consistent and efficient manner.

Job Outline:
General Objectives:

- To provide our customers both internal and external, with the best services.
- To cheerfully greet every customer with a smile, 100% of the time.
- To ensure that, I receive no valid complaints from Emirates customer about the quality of services.
- To maintain Emirates professional image by adhering to all applicable corporate grooming guidelines.
- To deal professionally with my peers and managers.

Check-in / boarding:

- Fully adhere to all operational procedures (SOP) with regards to travel, immigration and safety regulations.
- Identify and meet the standard and special service requirements of the passengers at check-in, connection desk, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
- Collect briefing sheet and staff allocation, check all the counters equipment and stationary, report technical fault to EGIT through EMACS.
- Provide a proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding passenger, staff passengers, helping families, identifying those with special needs and code share passengers, so that they are directed to the relevant check-in counters and are handled efficiently.
- Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of EK flights. For flights boarding from remote, ensure the handling procedure applies.
- Deliver an efficient service at the Connection desks for arriving EK passengers who are connecting to another EK / OAL flights by verifying that their baggage details are recorded in DCS system prior to checking in passenger and issuing boarding cards and meal voucher where appropriate so that the transfer passengers are processed accurately and expeditiously.
- Monitors baggage delivery performance against agreed standards, keeping passengers informed about any delays or irregularities with their baggage, so that a positive image of our ground product is maintained in the eyes of EK passengers.
- Ascertain the handling requirements of the various categories of passengers (e.g. unaccompanied minors, wheelchair, elderly and incapacitated etc.) then ensures that appropriate special services and facilities are provided to meet the special services requirements of the customers.
- Provide cover for role above when operational requirements demand this i.e. 'Act Up'

Baggage Services:

- Checks messages from outstations relating to short shipped baggage and ensures that those passengers who are affected are assisted/notified as soon as they reach the baggage arrival carousels, then escorts or directs passengers to the Baggage Services Office where necessary and assists with the raising of Property Irregularity reports or updating the report with customer information, the issuance of Interim relief payments and/or overnight kits and the restoration of items left on board aircraft, so that passengers are not kept waiting unnecessarily. Assist passengers who arrive at the landside desk to locate and collect bags, to hand it over to its owner.
- Coordinates with dnata Baggage Services concerning the return of checked in bags to passengers who have been offloaded, the re-tagging of short tagged baggage to final destination, and the dispatch of rush baggage on other flights, so that bags are restored to their owners quickly.
- Handles arriving Rush bags from EK and OAL flights, ensuring that the owners in Dubai are contacted to advise them of delivery arrangements to liaise with the transport company to deliver on a cost effective basis
- Assist the passengers who arrive at the land side desk to collect, locate, and handover the baggage to its owner.
- Handle the Telephone calls received at EK Baggage Services & deal with internal & external Customers professionally
- Monitor baggage delivery performance, keeping passengers informed about any delays or irregularities with their baggage. Identify unclaimed baggage and ensures that details are quickly updated in EK baggage system,, contents/inventory checked and unclaimed bag file updated and placed in the baggage store where necessary,
- Conducts primary tracing for delayed baggage to find and restore the bag to the customer on time.

Premium Services:

- Provide excellent experience in customer journey across different parts of the airport.
- Assist passengers and make sure their journey across diff