Passenger Service Agent - Lobby Agent

Passenger Service Agent - Lobby Agent

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

The Lobby Agent is responsible for assisting passengers within the airport terminal by providing customer service, managing lobby flow, and supporting airline check-in and operational activities. This role helps create a positive travel experience by assisting passengers with directions, kiosks, baggage procedures, and general airport inquiries while maintaining efficient and organized lobby operations.

Greet passengers and provide professional customer service in the airport lobby and check-in areas

Assist passengers with self-service kiosks, check-in procedures, boarding passes, and baggage tagging

Direct passengers to appropriate lines, gates, ticket counters, or airport services

Help manage passenger flow and reduce congestion in lobby and check-in areas

Provide assistance to passengers with special needs, families, and travelers requiring additional support

Verify travel documents and identification as required by airline procedures

Communicate flight updates, delays, and operational changes to passengers professionally

Ensure compliance with airline policies, airport procedures, and security requirements

Coordinate with ticketing agents, baggage service teams, wheelchair attendants, and airport operations staff

Monitor lobby areas for safety concerns, suspicious activity, or operational issues and report them promptly

Maintain a clean, organized, and welcoming passenger service environment

Support irregular operations during delays, cancellations, and peak travel periods

Perform other duties as requested

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

High school diploma or GED

Must be 18 years of age or older

Strong communication and interpersonal skills

Ability to work in a fast-paced, customer-focused environment

Basic computer proficiency and ability to learn airline systems

Ability to remain professional under pressure and manage difficult situations calmly

Ability to work flexible schedules, including nights, weekends, holidays, and overtime as needed

Reliable attendance and punctuality

Must have reliable telephone and transportation

Previous customer service, hospitality, retail, or airport experience

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.