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For Companies At a Glance
- Tasks: Assist customers at Heathrow, ensuring top-notch service during arrivals and departures.
- Company: Join Emirates, a leading global airline known for its exceptional service and innovation.
- Benefits: Enjoy competitive pay, bonuses, private medical insurance, and travel discounts worldwide.
- Why this job: Be part of a dynamic team, gain valuable experience, and explore the world while working.
- Qualifications: Minimum 'O' Level or equivalent; customer service training and airline experience preferred.
- Other info: Full-time entry-level position with opportunities for growth in a vibrant airport environment.
The predicted salary is between 24000 - 36000 £ per year.
Airport Services Agent – Heathrow
Location: Hounslow, England, United Kingdom.
Job Purpose
Provide assistance to customers on arrival and departure, ensuring high quality and professional customer service is maintained at all times.
Responsibilities
- Ascertaining the requirements of various categories of customers such as unaccompanied minors, customers with reduced mobility etc. ensuring appropriate special services and facilities are provided to meet the special service requirements of the customers.
- Co-ordinate the airport operation of chauffeur-driven limousines for eligible customers 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 ‘queue-combing’ to keep customers informed of checking delays, identifying and giving priority to Premium customers and ensure service standards are maintained.
- Assist in, and if necessary, conduct, the preparation and completion of pre and post flight documentation and statistical information/reports 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 ‘Options’ within the guidelines provided by the Senior Staff on Duty in order to retain customers confidence and loyalty. Also ensure eligible customers are provided with accommodation and transport as per applicable procedures.
- Where required, assist with, and if necessary, conduct, check-in, boarding at the gates as per laid down procedures, provide announcements, and carry out hand baggage removal, handling of late-to gate customers, flight coupon reconciliation and head count confirmation to ensure safe and on time departure of flights.
- Monitor baggage delivery performance against agreed standards, keeping customers informed about any delays or irregularities with their baggage to maintain an efficient baggage delivery service to customers and monitor files creation and quality of baggage services as per Emirates Standard Operating Procedure.
- 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.
- The job holder will be expected to make decisions affecting operations on a day to day basis in line with applicable local procedures.
- As an Emirates Airport Services Agent, you will work in all areas of the Airport operation, supporting and overseeing check‑in, boarding, ramp and lounge.
- The job holder is also responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.
Qualifications
- Minimum ‘O’ Level or equivalent.
- Airline Industry experience is required.
- Experience within a Premium Lounge environment, hospitality, or F&B industry would also be an advantage.
- Must have completed relevant and recognized professional training courses in Customer Services and Ground Operations.
- Knowledge of Basic Fares and Ticketing would be advantageous.
- Customer Service Delivery.
- Fluency in written and spoken English.
Legal Requirements
Applicants must have the legal right to live and work in the United Kingdom. The Company will not provide assistance with obtaining work permits.
Salary and Benefits
Competitive base salary along with a range of allowances, including shift pay, transport, and meal allowances.
- Every November, you’ll receive a guaranteed bonus.
- Private medical insurance.
- A health cash plan.
- Employee assistance programmes.
- Generous annual leave.
- Travel discounts on flights and hotels worldwide.
Other
As Emirates Airport Services Agent, you will work in all areas of the Airport operation: check‑in, boarding, ramp, lounge, and support duties.
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Airport Services Agent - Heathrow employer: Emirates
Contact Detail:
Emirates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Airport Services Agent - Heathrow
✨Tip Number 1
Familiarise yourself with the specific services Emirates offers, especially for customers with special needs. Understanding how to assist unaccompanied minors and those with reduced mobility will show your commitment to customer service.
✨Tip Number 2
Brush up on your knowledge of airport operations and procedures. Being well-versed in check-in processes, baggage handling, and safety regulations will help you stand out as a knowledgeable candidate.
✨Tip Number 3
Practice your communication skills, particularly in English, as fluency is essential for this role. Being able to convey information clearly and confidently will enhance your ability to assist customers effectively.
✨Tip Number 4
Network with current or former Emirates employees if possible. They can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
We think you need these skills to ace Airport Services Agent - Heathrow
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and qualifications required for the Airport Services Agent position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Customer Service Skills: Since the role focuses heavily on customer service, make sure to emphasise any previous experience in hospitality or customer-facing roles. Use specific examples to demonstrate how you've provided excellent service in challenging situations.
Showcase Relevant Experience: If you have experience in the airline industry or working in a premium lounge environment, be sure to mention this prominently in your CV and cover letter. Detail any training or certifications related to customer service and ground operations.
Proofread Your Application: Before submitting your application, double-check for any spelling or grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial in the airline industry.
How to prepare for a job interview at Emirates
✨Showcase Your Customer Service Skills
As an Airport Services Agent, you'll be dealing with a variety of customers. Be prepared to share specific examples from your past experiences where you provided exceptional customer service, especially in challenging situations.
✨Familiarise Yourself with Airport Operations
Understanding the basics of airport operations, including check-in procedures and baggage handling, will give you an edge. Research Emirates' specific processes and be ready to discuss how you can contribute to their efficiency.
✨Demonstrate Problem-Solving Abilities
The role involves handling delays and disruptions. Prepare to discuss scenarios where you've successfully resolved issues or conflicts, highlighting your ability to think on your feet and maintain customer confidence.
✨Emphasise Teamwork and Flexibility
You'll be working closely with other team members and may need to cover for senior staff. Share examples that demonstrate your ability to work well in a team and adapt to changing circumstances, showing that you're a reliable team player.