AIRPORT SERVICES AGENT - London Gatwick Airport in Guildford

Working under the direction of senior Airport Services colleagues, to represent Emirates and enhance passenger service to both arriving and departing passengers. Ensure all operational criteria are completed within specified time frames as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures.

Job Accountabilities

• Provide assistance to passengers on arrival and departure, ensuring high quality and professional passenger service is maintained at all times.
• 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 'queue-combing' 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 'Options' within the guidelines provided by the Senior Staff on Duty.
• 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.
• Monitor baggage delivery performance against agreed standards, keeping passengers informed about any delays or irregularities with their baggage.
• Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to ensure seamless service to passengers.
• Carry out Credit Card verification and travel document checks diligently.

Other Related Job Information

• The job holder will be expected to make decisions affecting operations on a day to day basis in line with applicable local procedures.
• The job holder may also be required to assist at the Ticket Desk and other areas of Airport Operations as necessary.
• The job holder is also responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

Qualification

• Minimum level of secondary education, including English Language and Mathematics.
• Must have completed relevant and recognized professional training courses in Passenger Services and Ground Operations.
• Knowledge of Basic Fares and Ticketing would be advantageous.
• Two years airline experience.

Knowledge/Skills

• Fluency in written and spoken English.
• Customer Service Delivery.

Critical Competencies

• Delivering.
• Drive.
• Open to Opportunity.
• Collaboration.
• Engaging Others.

Salary & Benefits

Working for the world's largest international airline, you can expect a leading reward package including:

• Competitive salary.
• Contractual bonus in your first five years of one week's salary, after five years we increase this to two weeks, paid every November.
• Pension contributions of up to 9%.
• Health insurance for you.
• Complimentary health cash plan, giving you access to spend a certain amount of money on your health and wellbeing each year.
• Profit share.
• Employee Assistance Programme and access to high street discounts.
• In your leisure time, you can explore the world utilising your access to flight and hotel benefits.
• Dry cleaning vouchers for your uniform and car parking at the airport.
• Season ticket loans.
• Access to socials.