Based at Manchester Airport, the job holder will be required to:
Provide assistance to customers on arrival and departure, ensuring high quality and professional customer service is maintained at all times. These include ascertaining the requirements of various categories of customers such as unaccompanied minors, customers with reduced mobility etc. ensuring appropriate special services and facilities are provided to meet the special service requirements of the customers.
· Co-ordinate the airport operation of chauffeur-driven limousines for eligible customers for departure and arrival.
· Monitor the arrival immigration problems, retrieve relevant documentation and report accordingly ensuring adherence to all procedures regarding travel, immigration and safety regulations. Monitor check-in including 'queue-combing' to keep customers informed of any delays, identifying, and giving priority to Premium customers and ensure service standards are maintained. Monitor GHA performance throughout the check-in process ensuring they deliver to EK required standards and assisting them where needed.
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· Assist in, and if necessary, conduct, the preparation and completion of pre and post flight documentation and statistical information / reporting to ensure all data is accurately accounted for.
· Provide cover in the absence of the senior team members during leave/sickness/training as directed by the Airport Services Officer or other senior colleagues.
· Assist in dealing with problems such as delays, disruptions, excess baggage or denied boarding including implementation of 'Options' within the guidelines provided by the Senior Staff on Duty in order to retain customers’ confidence and loyalty. Also ensure eligible customers are provided with accommodation and transport as per applicable procedures.
· Assist with, and if necessary, conduct, check-in, boarding at the gates as per laid down procedures, provide announcements, and carry out hand baggage removal, handling of late-to gate customers and head count confirmation to ensure safe and on time departure of flights.
· Monitor baggage delivery performance against agreed standards, keeping customers informed about any delays or irregularities with their baggage to maintain an efficient baggage delivery service to customers and monitor files creation and quality of baggage services as per Emirates Standard Operating Procedure. Respond to baggage claims as directed by the Airport Services Officer or other senior colleagues.
· Conduct duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, oversee catering, cleaning and maintenance operations and ensure service standards are met and maintained.
· The job holder will be expected to make decisions affecting operations on a day-to-day basis in line with applicable local procedures.
· The job holder will be required to work in all areas of the operation, supporting and overseeing, as necessary, check-in, boarding, ramp, lounge and other areas of Airport Operations as directed by senior staff on duty.
· The job holder is also responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.
Job Types: Full-time, Permanent
Salary: £22,400.00-£28,000.00 per year
Benefits:
- Company pension
- Employee discount
- Health & wellbeing programme
- Sick pay
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Manchester: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Have you completed professional training courses in Passenger Services and Ground Operations?
- Do you have knowledge of Departure Control systems?
- Do you have knowledge of Reservations & Ticketing ?
Education:
- GCSE or equivalent (preferred)
Experience:
- travel/airline industry: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Application deadline: 23/07/2023
Reference ID: 230001E9
