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AIRPORT SERVICES AGENT - London Gatwick Airport

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Emirates

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • London, +13

AI generated summary

  • You need GCSE Maths and English, airline experience, hospitality background, customer service training, basic fares knowledge, and fluency in English.
  • You will assist customers with check-in, monitor services, handle issues like delays, manage luggage, and support lounge operations while ensuring safety and service standards are met.

Requirements

  • Good level of secondary education including GCSE Maths and English
  • 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

Responsibilities

  • Provide assistance to customers on arrival and departure, ensuring high quality and professional customer service is maintained at all times. These include 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 / reporting 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.

FAQs

What is the job title for this position?

The job title is Airport Services Agent at London Gatwick Airport.

What are the main responsibilities of an Airport Services Agent?

The main responsibilities include providing assistance to customers on arrival and departure, coordinating chauffeur-driven limousines, monitoring check-in and baggage delivery, handling delays and disruptions, and supporting duties in the Emirates lounge.

What qualifications are required for this position?

A good level of secondary education including GCSE Maths and English is required, along with airline industry experience. Experience in a Premium Lounge environment, hospitality, or the F&B industry is advantageous.

Is knowledge of Basic Fares and Ticketing required?

Knowledge of Basic Fares and Ticketing is advantageous but not mandatory.

What language proficiency is necessary for this role?

Fluency in written and spoken English is required.

Are there any legal requirements for applicants?

Yes, applicants must have the legal right to live and work in the United Kingdom, and the company will not provide assistance with obtaining work permits.

What type of experience is preferred for this position?

Experience in the airline industry and within a Premium Lounge environment or hospitality/F&B industry is preferred.

What benefits do employees receive in this role?

Employees receive a competitive remuneration package, discounts on flights and hotel stays.

Will I receive training for this position?

Yes, applicants must have completed relevant and recognized professional training courses in Customer Services and Ground Operations.

What is the working environment like for an Airport Services Agent?

The working environment involves supporting and overseeing check-in, boarding, ramp, and lounge operations in a dynamic airport setting.

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Emirates

Transportation
Industry
10,001+
Employees
1985
Founded Year

Mission & Purpose

Emirates is a global airline based in Dubai, known for its extensive international flight network and high-quality passenger services. Their mission is to connect the world with their exceptional travel experiences, focusing on innovation, comfort, and customer satisfaction. Emirates aims to be the world's leading airline by delivering superior service and operational excellence, enhancing travel for people globally while promoting Dubai as a major travel hub.