Job Details

Position TitlePassenger Service AgentReports toGround Handling SupervisorDivisionGround HandlingDepartmentAirport Operations

Job Purpose

Efficiently accomplish ground handling tasks and assignments including check-in, boarding, bma, ramp and assisting passengers. Ensure adherence to safety protocols and provide exceptional service to all passengers, including VIPs and those with special needs. Coordinate with stakeholders for smooth operations and uphold high service standards incompliance with regulations and airline expectations.

Functional AccountabilitiesFinancialPreparation of charge notes against published tariff and cash collection if applicable.

Preparation of excess baggage coupons or miscellaneous coupons if applicable.

ProcessGreet and welcome passengers and guide them to the appropriate areas.

Checking passengers' identification, travel documents verification, and tickets and issuing boarding passesWeighing, labelling, and loading passengers' luggage and ensuring that they comply with the baggage allowance and security regulations.

Assign counters and ensure appropriate stationery is available as per airlines requirements. Ensure all counter systems are operational and ready before commencement of check-in activities.

Providing information and assistance to passengers regarding flight schedules, gate changes, delays, cancellations, airlines travel requirements and other travel-related information's.

Coordinate with internal and external stakeholders to ensure smooth and efficient operations and passenger flow.

Assisting passengers with special needs, such as wheelchair users, unaccompanied minors, or passengers with medical conditions.

Following safety and security procedures and reporting any incidents or breaches.

Performing ground handling functions based on skills and experience such as BMA, Gates, Ramp, Check-in, Load Control, Baggage Reconciliation.

Preparation of reports, documents filing, preflight editing and any other ops related task advised by ground handling supervisor.

Supervision at baggage build up area and Preparation of manual BRS.Coordination & Supervision of aircraft loading & offloading at Ramp.

Meeting aircraft upon arrival, assisting crew and assisting passengers in arrival hall.

Assist GH Supervisor in their duties & other official duties as instructed.

With a valid UAE license, may apply for GSE/GSV training, complete the assessments, and obtain an ADP to support operations and multitask.

Deliver Services as per the Standard Ground Handling Agreement and expectations.

Ensure upkeep of all terminal facilities & manage queue at all passenger processing zones.

Provide exceptional services to VIP/CIP/PRM.Floor management, FIDS management and coordinate for trolley management.

Ramp functions, security, and safety adherence (FOD management & Equipment Pre inspections).

Emergency response awareness, coordination, and familiarization.

Manage porters, loaders, equipment operators and cabin appearance staff.

Coordinate for MHB and familiar with world tracer.

Customer and Reporting
Reports to
Ground Handling Supervisor
Communication & Working Relationships
Internal
GHM & Ground Handling Supervisor
ADO and Ramp Supervisor
Reasons for Interaction
Operational, Administrative & Departmental
Operational
External
Police, Immigration, Custom, Alpha, Airlines ATC, MET and DCAReasons for Interaction
Operational

Qualifications

Qualifications, Experience, &

Skills

Graduate and Fluent in the English language (both spoken and written).

Excellent written and verbal communication skills in English (Arabic is an added advantage)Professional

Qualifications

Diploma or Certification in Ground handling or Ground Operations preferred.
Experience

Required Experience

Prior 01 year of work experience in aviation or customer servicesPrior experience with reputed airline or hospitality industry is preferred (Load Control License, World Tracer, Dangerous Good and DCS knowledge will be added advantage)Other

Requirements

Safety Accountability And

Responsibilities

All staff has the following safety responsibilities and is accountable to their supervisor(s) and Head of Department:
To comply with the relevant safety requirements and procedures outlined in the Aerodrome Operations Manual and Safety Management System and any other instructions or notices issued by Ras Al Khaimah International Airport.
To comply with the safety requirements detailed within their training.
To advise their Head of Department and the Airport Duty Officer team of any safety occurrence or system failure and to identify and report any situation of potential risk or concern affecting safety via one of the following means.
Report directly to the Safety Department or an immediate supervisor.
Submitting an Accident/ Incident Report.
Support safety audits as and investigations as they occur.

Competencies

Level of Proficiency
Behavioural Competencies
High
Ability to learn things fast and implement them
Medium
Excellent Customers Services & Communication Skills Required
Medium
Focused, positive attitude and disciplined- medium
Coordination, Presentation & Follow-up skills high
Requires problems solving skills and Strong in-house employee relationship
Medium
Takes Initiatives, responsibilities, and ownership
High
Team Player, Adaptable, Share Feedback, ideas, and suggestions- medium
Flexible with Roster and duty hours (Day/Night Shifts)
High
Hardworking & Passionate
Medium
Maintain Grooming, Punctuality and Compliance
High
Technical

Competencies

Computing skills in MS Word and MS Excel -Medium
Presentation skills
Medium
Email drafting skills
Medium
DCS & BRS
High
Load Control & DG
High