Senior Airport Services Agent

About the Role

Emirates is seeking a Senior Airport Services Agent to join their team in Riyadh. This full-time position involves providing quality service to customers across various airport functions, ensuring adherence to company policies and operational standards. The role requires 0-1 years of experience in a relevant field.

Role Purpose

The primary purpose of this role is to deliver high-quality service to customers in areas such as check-in, boarding, special services, baggage services, ticket desk operations, and the Emirates Lounge. The agent will ensure all services comply with the company's commercial, safety, and security policies, standards, and procedures, completing operational criteria within specified timeframes.

Key Responsibilities

• Identify and meet customer service requirements at check-in, transfer desks, special services, and boarding gates, maintaining established service standards.
• Adhere to internal boarding procedures, including priority boarding, announcements, hand baggage management, staff briefings, and equipment availability to ensure safe and on-time departures.
• Guide and advise team members to uphold superior customer service levels and support the smooth departure of flights.
• Liaise with and monitor the Emirates Chauffeur drive company for arriving and departing eligible customers, ensuring assistance is provided as needed.
• Oversee baggage arrival, prioritize premium bags, and assist customers with missing or damaged luggage, coordinating with Emirates GHA for documentation and follow-up.
• Monitor check-in queues, prioritize premium cardholders, and address excess baggage and visa issues. Inform customers of delays, disruptions, and denied boarding, implementing the 'Options' scheme.
• Assist with pre and post-flight documentation, complete statistical information, and ensure compliance with safety instructions, reporting any damage immediately.
• Cover for the check-in supervisor, prepare flight briefs with customer information for staff and service providers, and ensure operational area coverage and service standards.
• Support Emirates Ticket Desk functions, performing ticketing and reservation duties, offering Emirates products and services, and handling re-issues, fare recalculations, and credit card verification.
• Provide support in the Emirates lounge when required, liaising with service providers and supervising contracted staff for catering, cleaning, and maintenance operations.

Qualifications and Experience

• 0-1 years of experience in airport services or a related customer service environment.
• Demonstrated ability to adhere to commercial, safety, and security policies and procedures.
• Strong customer service skills with an ability to handle diverse customer needs efficiently.

Work Environment

This is a full-time position based in Riyadh, requiring active engagement in various airport operational areas to ensure seamless service delivery and adherence to all company standards.