Guest Services Agent

About the role

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

Key responsibilities

• Perform a wide range of airport services such as guest and baggage handling, check-in and boarding operations, and screening of tickets and boarding passes, in line with safety, quality and operational objectives
• Collaborate with handling agents to deliver timely, high-quality services to guests
• Support passengers on connecting flights with complete and timely information
• Liaise with cabin crew so boarding runs on time and follows safety procedures
• Carry out initial security screens to monitor access to the airport
• Receive, process and respond to daily enquiries from internal and external customers, and receive and analyse complaints so they are resolved effectively
• Support customers on generic services following established policies and procedures, and coordinate and escalate complex enquiries to the right teams
• Work closely with supervisors to improve the execution of assigned activities, track major complaints and report key issues
• Identify potential areas of improvement and proactively carry out assigned and emerging activities in line with standards and procedures

Required profile

• Bachelor's degree or diploma in Finance, Business Administration or equivalent
• At least 2 years' experience in an airport terminal or above-the-wing operations from an airline carrier or ground handling company

Required skills

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