Job Purpose
To deliver high-quality service to customers in areas including check-in, boarding, special services, baggage handling, the ticket desk, and the Emirates Lounge, adhering to the company’s commercial, safety, and security standards. Ensure all operational tasks are completed within designated time frames according to applicable procedures.
Job Accountabilities
- Meet standard and special service requirements at check-in, transfer desks, special services, and boarding gates, following established service standards and procedures to ensure friendly and efficient customer handling.
- Follow internal boarding procedures, including boarding priorities, announcements, hand baggage removal, staff briefings, and ensuring the availability of necessary equipment before flights. Post-flight, reconcile flight coupons and confirm head counts to support the safe and timely departure of EK flights, ensuring customer satisfaction.
- Guide and advise team members to maintain superior customer service levels and assist in ensuring the safe and timely departure of EK flights.
- Coordinate with the Emirates Chauffeur drive service on arrival and departure to ensure eligible customers receive this service and assist customers requiring help on departure.
- Supervise baggage arrival in the baggage hall, ensuring priority bags are first on the carousel and assist customers with missing or damaged bags by referring them to Emirates GHA for paperwork and follow-up, especially for Premium customers.
- Monitor check-in queues, prioritize Premium customers, handle excess baggage and visa issues, and manage delays, disruptions, and denied boarding, including implementing the ‘Options’ scheme.
- Assist with pre- and post-flight documentation, station statistical information, and filing. Ensure safety instructions are followed and report any aircraft or ULD damage immediately, preparing relevant reports.
- Cover for the check-in supervisor, preparing flight briefs with customer information to ensure all staff, GHA, and service providers are well-informed. Ensure all operational areas are covered and staff know their responsibilities to maintain high customer service levels.
- Support the Emirates Ticket Desk, performing ticketing/reservation duties to ensure seamless service. Offer a full range of Emirates products and services, issue tickets, EMD, EBT, amend reservations, recalculate fares, perform credit card verification, complete daily ticket sales returns, and assist with banking duties as required.
Qualifications & Experience
- Qualifications: Graduate with completed professional training courses in Customer Services and Handling, Ground Operations, Reservations, Fares, and Ticketing.
- Experience: At least 3 years of airline industry experience.
- Knowledge/Skills:
- Proficiency with a Departure Control System and Computerized Reservation System.
- Familiarity with check-in procedures.
- Strong customer service skills.
- Fluency in spoken and written English and the local language.
- Proficiency in Microsoft Office applications.
The candidate must have the right to live and work in India.
