Senior Airport Service Agent📣 Job Ad

About the Role

Emirates is seeking a Senior Airport Service Agent to join its full-time team in Jiddah, Makkah, Saudi Arabia. This role is responsible for delivering high-quality service to customers across various airport touchpoints, including Check-In, Boarding, Special Services, Baggage Services, Ticket Desk, and the Emirates Lounge. The successful candidate will ensure all operational criteria are met efficiently and in accordance with the Company’s commercial, safety, and security policies and procedures, contributing to a competitive salary package.

Key Responsibilities

• Identify and meet Emirates' standard and special service requirements for customers across key airport service touchpoints, including Lounge, Check-in, Arrivals, Boarding, and Ramp Operations.
• Adhere to internal operating boarding procedures, ensuring laid down boarding priorities, announcements, hand baggage removal, regular staff briefing, and stationary/equipment availability before flights.
• Ensure post-flight coupon reconciliation and headcount confirmation are in order to assist the smooth process of safe and on-time departures.
• Liaise with service providers and supervise staff, overseeing catering, cleaning, and maintenance operations to ensure service standards are met and maintained.
• Assist operational staff proactively with airport operations as directed by the shift in charge or Airport Services Manager, undertaking various functions across Check-in, Arrivals, Boarding, Lounge, and Ramp Operations.
• Guide and advise team members to uphold superior customer service levels and assist in ensuring the safe and on-time departure of flights.
• Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assisting customers with missing or damaged bags.
• Monitor queues at check-in, ensuring priority is given to Premium customer cardholders, and assist with excess baggage and visa issues.
• Assist with the preparation and completion of pre and post-flight documentation and relevant station statistical information and filing.
• Ensure all safety instructions are always complied with and report any damage to aircraft or ULDs immediately.

Customer Service and Coordination

• Provide Premium passengers with the highest level of customer service, greeting them in the Lounge and introducing them to all aspects of the Lounge product.
• Liaise with and monitor the Emirates Chauffeur drive company on arrival and departure, ensuring eligible customers receive this service.
• Respond to customer queries and complaints efficiently and timely to restore passenger confidence.
• Assist in dealing with problems such as keeping customers informed of delays, disruptions, and denied boarding, including the implementation of the 'Options' scheme.
• Support and cover Emirates Ticket Desk functions, undertaking ticketing and reservation duties to ensure seamless service to customers.
• Offer the full range of Emirates products and services, issue tickets, EMD, EBT, make and amend reservations, re-issue and re-calculate fares, and carry out Credit Card verification.

Administrative and Operational Support

• Ensure the expeditious and accurate completion of all reports and statistical data, including passenger trends, meal wastage, recording of inwards goods, and confirmation of invoices.
• Undertake daily/weekly stock control and control expenditure on food, beverages, and other consumables to minimize waste and unnecessary costs.
• Identify any potential areas of development with product delivery and address them with the Airport Services Manager.
• Undertake various administrative functions and other duties as directed by the Lounge Supervisor, Airport Services Manager, and other senior staff on duty.
• Work with the Lounge Supervisor in developing lounge menu changes.
• Cover during the absences of the Lounge Supervisor, ensuring optimum customer service levels are maintained.
• Cover the absence of the check-in supervisor and prepare flight briefs regarding customer information, ensuring all staff, GHA, and service providers are fully aware.

Qualifications and Experience

• Minimum O level or equivalent education.
• Completion of relevant and recognized professional training courses in Customer Services and Handling, Ground Operations, and Reservations, Fares & Ticketing.
• A minimum of 3 years of airline industry experience is required.
• Knowledge of a Departure Control System and Computerized Reservation System.
• Knowledge of check-in procedures.

Required Skills and Attributes

• Demonstrated customer service delivery skills.
• Fluency in spoken and written English and the local language.
• Proficiency in Microsoft Office applications.
• Must possess the right to live and work in Saudi Arabia (KSA).