Guest Services Agent

Purpose

The Guest Services Agent is responsible for delivering safe, efficient, and customer-focused passenger processing services from check-in through boarding. The role ensures accurate documentation checks, baggage acceptance, boarding control, and compliance with airline policies, airport security regulations, and aviation safety standards, while maintaining a high level of customer service and on-time departure performance.

Accountabilities

• Perform a wide range of airport services (e.g. guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality and operational objectives


• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high-quality delivery of services to guests


• Support passengers with connecting flights to ensure complete and timely information are provided


• Liaise with Cabin crew to ensure boarding operations are executed on-time and according to safety procedures


• Execute initial security screens to ensure access to the airport is properly monitored


• Receive, process and respond to daily enquiries on a wide range of services by providing timely and high-quality support to internal / external customers to meet their requirement


• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner


• Support customers on a wide range of generic services following established policies and procedure to ensure passenger needs are met in the most effective manner


• Coordinate and elevate complex or specialized enquiries to responsible teams to ensure adhoc support is provided


• Work closely with supervisors to improve the execution of assigned activities


• Track major customer complaints and report key issues to supervising colleagues


• Interact with internal teams to ensure consistent and reliable customer service


• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation


• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations


• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

Education & Experience

• A bachelor's degree or a diploma in Finance, Business administration or equivalent


• Minimum 2 years' experience in an airport terminal or above-the-wing operations from an airline carrier or ground handling company


• Hands-on experience in at least two Departure Control Systems (DCS) such as Amadeus, Sabre, Navitaire, Galileo, Maestro, etc.

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