Senior Airport Services Agent (First-class lounge)

Emirates

Job Description

About the job

As an Airport Service Agent you will need to provide quality service to EK, UL and Code share and passengers in respect to check-in, boarding, special services, lounges, airport hotel and baggage services as per company's commercial and safety standards and procedures so that EK, UL and Code share passengers and their baggage are handled in a consistent and efficient manner. To raise mishandled baggage files, conduct primary baggage tracing in the World Tracer System, process & finalise claims (for EK passengers) at Dubai airport in order to provide a quality service to EK and UL passengers, whose baggage has been mishandled, so that their confidence is restored and their inconvenience is minimised, through efficient service recovery.

Champion the First-Class Lounge experience on shift, ensuring smooth day-to-day operations and consistently high service standards. Your role is key in creating a refined and memorable environment for our most valued customers. Build genuine relationships with high value customers, including VIPs, iO members, and Skywards customers, by anticipating their preferences and delivering thoughtful, brand aligned service. Strengthen customer loyalty and enhance the First-Class experience through attentive, personalised engagement that reflects Emirates premium hospitality standards.

In This Role You Will

• Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction. Strive with your team to avoid complaints and earn compliments.
• Support, coach, empower, develop and motivate all team members, and peers, to build morale and ensure excellent discipline and grooming standards. Be a Role Model for this. Encourage friendly and professional multi cultural work environment.
• Encourage team members and peers to come-up with bright ideas and generate Service Improvement Feedback (SIF). Be a role model for this.
• Identify and meet the standard and special service requirements of the passenger at check-in, transfer desk, 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.
• Acts as a mentor to Airport Services Agents and Assistants as and when required, in order to give them confidence and to impart the knowledge and experience necessary for the Agents/Assistant to progress within the Airport Services Organisation. Conducts performance reviews for the Airport Services Assistants so that the review process is completed in a timely manner.

Boarding Gates

• 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 in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and customer satisfaction.
• Liaising with Dispatchers, hub control, SAT team and duty officer on duty with regards to any operational issues during the flight boarding.

Transfer Desk

• Monitor the connecting load for each arrival flight and identify short connections using established indicators in order to optimise service delivery and to co-ordinate & communicate with Supervisor and staff at transfer desk as well as gates staff so as to ensure that all connecting passengers are able to travel on designated flights as planned and their baggage is also connected on these flights.
• Liaise with ASO/SAS and monitor attendance in order to obtain updated information on the number of staff available/reported as per roster. Plan the allocation of staff to each transfer desk according to the operational requirements as well as rotation of staff between desks as per arrival schedules. In addition, releasing staff to the boarding gates for assistance and for their breaks must also be planned and monitored in co-ordination with the ASO/SAS.
• Monitor the Deportee Handling staff, EK Security offloading and JFK handling staff in order to check if any additional help is required and any problems faced or may require authority from ASO/SAS.
• Monitor the security screening machines in order to ensure enough security points are open and manned by the police to ensure smooth flow of passengers. Also allocate guiding staff to page for passengers and clearing them through to the boarding gates. Inform HCC if any congestion situation is faced so the boarding gates can be duly informed and also keep ASO/SAS in the loop so the issue may be escalated to higher authority.
• Monitor any security removed items that may be received from the police and ensure these are dispatched on the appropriate flight. Also, ensure that all FIMS, hotel ad telephone vouchers issued by staff in the shift have been dispatched to the Revenue Office.
• Check on all counters and the serviceability of equipment, availability of stationery and overall organisation of counters on a timely basis in order to be prepared for handling of regular transfer loads as well as disruption situations.

Check-in

• Leads a team of Airport Services Agents (ASA) on all issues relating to check-in. Monitor, guide and advice team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights as SOP processes.
• Monitor the Self Check-in Kiosks and ensure Passengers are briefed on the process and usage of the kiosks
• Analyse trends which are noted at the check-in area and highlight such trends to higher management where applicable so that appropriate action can be initiated with suggested recommendations.
• Conduct shift briefings with team members to ensure that EK SOPs are strictly adhered to. Use these briefings to raise awareness levels among team members in an effort to minimise discrepancies and possible customer complaints and maximise customer satisfaction.
• Get involved in On Job Training of new joiners and familiarisation of people new to the area. Act as a role model, fulfilling the role of a `buddy'. Ensure new joiners are fully aware of EKAS standards and procedures and guide them in using all available resources to find information and update their knowledge.
• Suggest feasible improvements to procedures based on observed trends and analysis.

F/J Lounge