CLT - Baggage Service Agent

Baggage Service Agent

VIP Hospitality Services | FIS Baggage Operations | CLT Airport

Role - Baggage Service Agent - Team - FIS PM Operations

Reports To - Team Lead, Supervisor, and Management Team - Responsible For - Supporting safe, smooth, efficient, and guest-focused international baggage claim operations

Job Summary

The Baggage Service Agent supports safe, smooth, efficient, and customer-focused operations in the international baggage claim area. This role assists passengers with wayfinding and baggage support, maintains an organized baggage environment, coordinates with VIP Hospitality leadership and airport partners, and provides proactive, positive service to help passengers move through the FIS baggage claim process with confidence and care.

Primary Responsibilities

Deliver proactive, positive, and professional customer service by greeting passengers, offering assistance early, and responding to questions in a calm and respectful manner.

Direct passengers to the appropriate baggage carousel, claim area, or next step in the process using clear and friendly instructions.

Assist passengers in locating their bag or bags while maintaining a safe, courteous, and service-focused approach.

Maintain awareness of passenger flow and baggage volume, and communicate concerns to the Team Lead, Supervisor, or Management Team as needed.

Organize baggage coming down from the carousel in a safe and orderly manner so passengers can retrieve bags without unnecessary congestion or risk.

Move, relocate, or stage bags as needed to support safe operations and efficient baggage claim activity.

Return baggage carts to the proper staging area and help keep assigned work areas clean, organized, and ready for passenger use.

Work collaboratively with CBP officers, CLT Airport partners, and VIP Hospitality leadership to support applicable FIS rules, standards, and operational expectations.

Follow instructions from supervisors and airport partners during irregular operations, high-volume periods, service disruptions, or other operational changes.

Customer Service Expectations

Represent VIP Hospitality with a helpful, approachable, and solutions-focused attitude during every passenger interaction.

Look for opportunities to assist passengers before being asked, especially during peak travel periods, delays, or crowded baggage claim conditions.

Provide clear, patient, and accurate information to passengers while avoiding speculation when information is unknown; escalate questions when appropriate.

Treat all passengers, coworkers, clients, and airport partners with dignity, respect, and professionalism.

Handle passenger concerns with empathy and urgency, and promptly involve leadership when additional support or escalation is needed.

Safety, Security, and Compliance Responsibilities

Follow VIP Hospitality, CLT Airport, CBP, client, baggage-area, safety, and security rules and regulations applicable to the assignment.

Maintain a safe work environment by identifying, avoiding, and reporting hazards such as blocked walkways, unsecured baggage, spills, congestion, or unsafe lifting conditions.

Use safe lifting, moving, and positioning practices when handling baggage or operational items.

Use radios and approved communication tools professionally and efficiently to communicate statuses, requests, and operational concerns.

Protect confidential or sensitive operational information and follow company procedures when communicating with passengers and airport partners.

Qualifications

At least 18 years of age where required by law, airport credentialing, client requirements, or job assignment standards.

High school diploma, GED, or equivalent preferred or required where applicable by contract or airport credentialing standards.

Previous baggage service, airport, hospitality, customer service, guest service, or similar experience preferred.

Ability to obtain and maintain required airport badge, credentials, clearances, training, and any client or regulatory requirements for the assignment.

Strong communication and interpersonal skills with the ability to engage passengers in a professional, friendly, and respectful manner.

Ability to communicate effectively in English as required to perform job duties, provide safety-related instructions, use radios, and coordinate with airport partners.

Basic knowledge of airport layout preferred; ability and willingness to learn assigned CLT Airport areas, FIS procedures, and baggage claim expectations.

Dependable, punctual, observant, and able to remain professional in a fast-paced airport environment.

Essential Functions and Physical Requirements

Stand and remain alert for extended periods at designated baggage claim locations, with or without reasonable accommodation.

Walk, bend, reach, push, pull, lift, move, or relocate baggage and baggage carts as required by the assignment, with or without reasonable accommodation.

Lift, move, or relocate baggage or operational items up to 70 pounds when required by the assignment, with or without reasonable accommodation.

Provide clear verbal instructions and assistance to passengers in a busy airport baggage claim environment.

Operate radios and communicate efficiently with team members, supervisors, and airport partners.

Work various shifts as assigned, including evenings, weekends, holidays, and irregular schedules based on operational needs.

Respond to changing passenger flow, baggage volumes, and operational directions in a timely and professional manner.

Compliance, Equal Opportunity, and Additional Notes

VIP Hospitality is an equal opportunity employer and considers qualified applicants without regard to protected characteristics under applicable federal, state, and local law.

Reasonable accommodations may be available to qualified individuals with disabilities to perform the essential functions of the position, unless doing so would create an undue hardship.

This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications.

Employment and continued assignment may be subject to successful completion and maintenance of required background checks, airport badging, security training, and client or regulatory requirements.

Nothing in this job description creates a contract of employment or alters any applicable at-will employment relationship, where permitted by law.