Senior Airport Services Agent - BNE

Job Purpose

At Emirates, we connect the world through our global hub in Dubai. Across the network, our Airport services teams work hard to keep our operations running smoothly, efficiently, and safely—ensuring our customers always enjoy a seamless experience and ‘Fly Better’.

As an Emirates Senior Airport Services Agent, you will work in all areas of the Emirates Airport operation, supporting and overseeing check-in, boarding, ramp and the Emirates lounge to provide a quality service to passengers and ensure all operational criteria is completed in line with the companies commercial, safety and security policies, standards and procedures.

Outline

• Identify and meet the standard and special service requirements of the passengers when overseeing check-in, transfers, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
• Oversee & adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight. Post the flight, ensure flight coupon reconciliation and head count confirmation is in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and passenger satisfaction.
• Guide and advise team members/GHA to ensure that superior passenger service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights
• To liaise and monitor the Emirates Chauffeur drive company on arrival and departure. Ensure eligible passengers are provided with this service on arrival and any passengers that require assistance are met on departure.
• Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assist passengers with missing or damaged bags referring them to Emirates GHA to complete necessary paperwork and follow up on missing bags for Premium passengers ensuring passengers are kept fully informed.
• To monitor queues at check-in ensuring priority given to Premium passenger card holders. To assist and deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such as, keeping passengers informed of any delays, disruptions and denied boarding including the implementation of the 'Options' scheme.
• Assist with the preparation and completion of pre and post flight documentation and complete all relevant station statistical information and filing.
• Conduct 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.
• Ensure all safety instructions are compiled with at all times and report any damage to aircraft, ULDS, immediately and assist with preparation of relevant reports.
• Ensure that correct action is taken by the GHA in respect of any AHL or OHD on the flight and ensure that subsequent follow-up action is taken and that passengers are kept informed.
• Carry out credit card verification and travel documents checks diligently.
• Undertake various administrative functions as directed from time to time by the Airport Services Manager/Airport Services Officer/Airport Services Supervisor.
• Plan & assist with the execution of ad hoc projects/assignments liaising with relevant internal/external stakeholders and provide updates to management on the progress and of any concerns that needs escalation.
• Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence. Assist with enquiries from CASA and other authorities.
• In the event of resource shortfalls, provide frontline assistance and support to the operational team. Assist with flight delays, disruptions, excess baggage or denied boarding, including implementation of the "Options" Scheme, within the guidelines provided by management in order to retain customer confidence and loyalty.
• Ensure post flight activities are completed such as compilation and dispatch of TLS, reconciliation of flight coupons and assemble flight file so that future queries can be dealt with. Ensure expenditure on meals and accommodation for transfer or delayed passengers are in accordance with company procedures.
• Ensure all invoices are processed within specified time frame, as per Accounts SLA.
• To create and maintain appropriate record and filing systems for easy retrieval and proper maintenance of records.
  
  

Qualification

To be considered for the opportunity to join our team, you must meet the below requirements:

• Minimum education to a High School level or equivalent
• Airline industry experience, working directly for an Airline or Ground Handler
• Experience using a Departure Control System (DCS) and Reservation System
• Completed relevant professional training courses in Passenger Services and Handling, Ground Operations and Reservations, Fares & Ticketing
• Skilled in customer service delivery, with effective interpersonal and cross-cultural communication skills
• Knowledge of check-in procedures
• Fluent in spoken and written English
• Proficiency in Microsoft Office applications
  
  

Additional Information

• This position will see the successful candidate working across the Emirates Brisbane operation, which includes the Emirates Lounge.
• The roster is driven by operational requirements with the current flight schedule requiring a rotating shift roster of shifts performed between the range of 0530 - 0230 and includes working early mornings, night shifts, weekends and public holidays.
• Only applicants with the legal right to work and live in Australia unrestricted will be considered. The company will not provide or assist with obtaining work permits.
  
  

Salary & benefits

Our global airline connects people to new places, experiences, and cultures across six continents, and our route network is expanding all the time. By joining Emirates, you’ll receive a competitive salary along with benefits such as discounted travel and subsidised private health insurance. Beyond the financial benefits, we provide comprehensive training programs to support professional growth, recognise outstanding contributions through our employee reward and recognition program and promote a diverse and inclusive workplace with employees from over 170 nationalities. Opportunity awaits.