As a Ground Staff member, you will be an integral part of the airport or airline operations, ensuring the smooth and efficient functioning of various ground-based activities. Your primary responsibility will be to assist passengers and provide them with exceptional customer service while ensuring adherence to safety and security protocols. You will work in a dynamic and fast-paced environment, interacting with passengers, airline crew, and other airport personnel.
Job Responsibilities:
- Check-in and Boarding: Perform check-in procedures, including verifying travel documents, issuing boarding passes, and assigning seats. Coordinate the boarding process, ensuring timely and efficient boarding of passengers and adherence to safety protocols.
- Baggage Handling: Handle passenger baggage, including tagging, loading, and unloading onto aircraft. Ensure proper handling and routing of baggage to the correct destination, minimizing loss or damage.
- Security and Safety: Collaborate with security personnel to maintain a safe and secure environment for passengers and staff. Follow security procedures, conduct baggage screenings, and enforce safety regulations, such as seatbelt usage and emergency protocols.
- Flight Coordination: Communicate with the flight crew and ground staff to ensure smooth flight operations. Coordinate aircraft arrivals and departures, gate assignments, and flight information updates for passengers.
- Passenger Assistance: Provide assistance and guidance to passengers with special needs, such as unaccompanied minors, elderly individuals, or passengers with disabilities. Offer support during boarding, deplaning, and connecting flights.
- Flight Documentation: Maintain accurate and updated flight documentation, including passenger manifests, baggage records, and incident reports. Record and report any irregularities, incidents, or customer complaints promptly and accurately.
Requirements for Customer Service Associate:
- Excellent interpersonal and communication skills.
- Customer-focused with a strong commitment to providing exceptional service.
- Ability to remain calm and composed under pressure and handle difficult situations tactfully.
- Strong problem-solving skills and the ability to think quickly on your feet.
- Attention to detail and accuracy in completing tasks.
- Basic computer proficiency and familiarity with airport systems and software.
- Physical fitness and the ability to lift heavy baggage, stand for extended periods, and work in various weather conditions.