Passenger Service Agent

Job Title

Provide check-in services for passengers, ensuring that all security procedures are met. Exhibiting exceptional customer service and communication skills. Process passenger luggage and claims. Serve as gate agent for the outbound flight, including boarding of passengers.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions

1. Working at the front counter assisting passengers with check-in. Using the airline system, issues tickets, create or change reservations and provides flight information. Will solve ticket-related travel problems.
2. Check-in the passenger baggage using the airline internal baggage system. Will provide assistance and handle baggage claims for inbound and outbound flights.
3. Review all necessary documentation to travel, following all regulations and security procedures, including company and government agencies regulations.
4. Greet and provide excellent customer service, ensuring each passenger feels welcome and supported.
5. Communicate clearly and effectively to address concerns and resolve issues on the spot, strong communication and interpersonal skills. Check in guests, verify documents, and ensure all details are accurate.
6. Multitask efficiently in a fast-paced environment, staying calm and organized under pressure.
7. Take ownership of your area, always ensuring a safe and professional environment.
8. Accurately enter passenger data into our systems and uphold a professional appearance.
9. Stay attentive to our standards and policies.
10. Taking initiative throughout your duties.
11. Attention to details
12. Issue boarding passes & baggage tags

Competencies

• Teamwork Orientation
• Stress Management
• Ethical Conduct
• Good Communication
• Customer/Client Focus

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates at an airport setting (inside terminal).

Physical Demands

This position is very active and requires stand or walk constantly (for up to an entire shift) on various surfaces (tile, concrete, carpet). Occasionally bend/twist at waist/knees/neck, pulling and pushing to perform various duties. The employee occasionally lift and/or move up to 70 pounds or more.

Position Type and Expected Hours of Work

This is a full-time or part-time position. Days and hours of work varied from Monday through Sunday, with different shifts (service provided to customers is 24/7).

Travel

No travel is expected for this position.

Required Education and Experience

• High school diploma or GED.
• Computer and reservation system knowledge in Amadeus & World Tracer required

Additional Eligibility Qualifications

• Must exhibit exceptional customer service
• As a condition of employment, employee must successfully complete a background investigation.
• Must be able to read, write and speak English.
• Maintain a relationship with both employees and clients
• Long period of standing and interacting with large crowds.
• Must be flexible and able to adapt to last-minute schedule changes
• Must possess effective interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner.
• Must be able to read and understand all operating and airport procedures and instructions.
• Must be able to handle pressure of working with high volume general public (constantly to occasionally depending on assignment)
• Follow Grooming standards