1. JOB PURPOSE
To provide a quality service to customers in respect to check-in, boarding, special services, baggage
services, ticket desk and Emirates Lounge as per the criteria set forth by the Company’s commercial,
safety and security policies, standards and procedures. Ensure all operational criteria are completed
within specified time frames as per applicable procedures.
2. JOB ACCOUNTABILITIES
*Identify and meet the standard and special service requirements of the customers at check-in, transfer
desk, special services and boarding gates by adhering to the set service standards and procedures so that
the customers are handled in a friendly and efficient manner.
*Adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities,
announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before
the flight. Post the flight, ensure flight coupon reconciliation and head count confirmation is in order to assist
the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and
customer satisfaction.
*Guide and advise team members to ensure that superior customer service levels are upheld and assist the
process of ensuring the safe and on-time departure of EK flights.
*To liaise and monitor the Emirates Chauffeur drive company on arrival and departure. Ensure eligible
customers are provided with this service on arrival and any customers that require assistance are met on
departure.
*Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assist
customers with missing or damaged bags referring them to Emirates GHA to complete necessary
paperwork and follow up on missing bags for Premium customers ensuring customers are kept fully
informed.
*To monitor queues at check-in ensuring priority given to Premium customer card holders. To assist and
deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such as,
keeping customers informed of any delays, disruptions and denied boarding including the implementation of
the 'Options' scheme.
*Assist with the preparation and completion of pre and post flight documentation and complete all relevant
station statistical information and filing. Ensure all safety instructions are compiled with at all times and
report any damage to aircraft, ULDS, immediately and assist with preparation of relevant reports.
*Cover the absence of check-in supervisor and prepare flight briefs regarding customer information ensuring
that all staff, GHA and service providers are fully aware of this information. Ensure all operational areas are
covered and that staff are aware of what is expected of them to ensure high levels of customer service in all
operational areas.
*Support and cover the Emirates Ticket Desk functions and undertake ticketing/reservation duties to ensure
seamless service to customers. Offer full range of Emirates products and services to all customers to
maximize ticketing revenue. Issue tickets, EMD, EBT, make and amend reservations as and when
necessary. Re-issue and re-calculate fares for customers changing itinerary and make any additional
collection as required. Carry out Credit Card verification. Complete daily ticket sales returns and assist with
banking duties as required.
*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.
3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS
Qualifications:
Minimum O level or equivalent.
Must have completed relevant and recognized professional training courses in Customer Services and
Handling, Ground Operations and Reservations, Fares & Ticketing.
Experience:
Given the specific requirements at outstations, a minimum of 3 years’ airline industry experience/ passenger handling is required.
Knowledge/Skills:
Knowledge of a Departure Control System and Computerized Reservation System.
Knowledge of check-in procedures.
Customer Service Delivery.
Fluent in spoken and written English and local language.
Proficiency in Microsoft Office applications.
