Location:
Johannesburg, Gauteng
Job Description
Job Purpose
To deliver high-quality service to Emirates (EK) and code-share passengers across check-in, boarding, special services, layover hotels, arrivals/visa services, and baggage handling. This role ensures that passengers and their baggage are managed efficiently and in compliance with company commercial and safety standards.
Key Responsibilities
General Responsibilities:
- Provide exceptional service to both internal and external customers.
- Greet every customer with a smile, ensuring a warm and welcoming experience.
- Maintain a professional image by adhering to corporate grooming standards.
- Handle passenger interactions professionally, fostering positive relationships with peers and managers.
- Strive to minimize valid customer complaints regarding service quality.
Check-in & Boarding:
- Adhere strictly to operational procedures (SOPs) related to travel, immigration, and safety regulations.
- Identify and accommodate standard and special service needs of passengers at check-in, connections, special services, and boarding gates.
- Collect briefing sheets, verify staff allocations, and ensure operational equipment is in working order.
- Assist passengers proactively before check-in by managing queues, handling denied boarding cases, supporting families, and directing special needs passengers to designated counters.
- Oversee the boarding process by following priorities, making announcements, managing hand baggage, reconciling flight coupons, and ensuring a headcount before departure.
- Provide efficient service at connection desks for transferring EK/OAL passengers by verifying baggage details and issuing boarding passes and meal vouchers as needed.
- Monitor baggage delivery performance, keeping passengers informed of any delays or irregularities to maintain a positive brand image.
- Assist special category passengers (e.g., unaccompanied minors, wheelchair users, elderly travelers) by ensuring they receive the necessary services and support.
- Step into higher-level roles when operational demands require additional coverage.
Baggage Services:
- Review messages from outstations regarding short-shipped baggage and assist affected passengers upon arrival.
- Direct passengers to the Baggage Services Office to raise Property Irregularity Reports, issue interim relief payments, and facilitate the return of lost items.
- Coordinate with dnata Baggage Services to manage offloaded baggage, re-tagging, and dispatching of rush baggage to final destinations.
- Handle unclaimed baggage by updating details in the EK baggage system, checking inventory, and storing items appropriately.
- Provide primary tracing for delayed baggage to ensure timely recovery for customers.
- Respond professionally to inbound telephone inquiries at EK Baggage Services, assisting internal and external customers efficiently.
Premium Services:
- Enhance the customer experience by ensuring seamless passenger movement throughout the airport.
- Support passengers in navigating terminal facilities efficiently and on time.
- Manage premium service devices and complete necessary administrative tasks.
- Proactively check passenger profiles and preferences to personalize their travel experience.
Qualifications & Experience
- Background in airport operations or a related field.
