Senior Airport Services Agent
Qatar Airways
Total years of experience :12 years, 4 Months
Constant liaison with Check-in, and
other related areas for the smooth acceptance of passenger
Work with GHA and ensure smooth passenger handling.
Assist passengers in regards to entry requirements, visas,
Residence permits, etc.
Ensure passengers are assisted smoothly through airport
facilities.
Ensure that airport operation meets QR’s standards,
policies and procedures satisfy local and international safety and
security standards and conform to aviation regulatory
requirements.
Ensure all areas of operations, i.e. flight OPS (OTP), aircraft
loading, baggage handling, departure, arrival, cargo handling run
smoothly and efficiently.
Monitors all Gate and Check in activities ensuring the accurate,
service oriented acceptance and boarding of passengers.
Ensure smooth handling of Customer service at the station.
Liaises with ramp and GHA staff and support Airport Services
Supervisors in all areas.
Very Good
2
Perform the Aircraft Turnaround Check (ATC) duty as assigned
by the ASM to ensure safe operation of QR ground ramp product.
Brief GHA on new procedures and ensure that they are
implemented accurately and fully.
Ensure required pre and post flight administration in conducted
timely, record accurately all flight activities.
Handle administrative issues related to monthly/quarterly
reports. Ensure requests on operational service failure matters
are responded to immediately with a high degree of accuracy
and correctness.
Ensure utmost priority is given to all security and safety related
norms laid down by company, local authorities and relevant
procedure is implemented/executed through GHA staff.
Monitoring the staff, assisting them to
clear their doubts, arranging the break timings for the staff, and
check their grooming and attendance. Checking the visas,
documents, accepting Falcons and AVIH at the Check in
counters. Assisting the customers when the staff is seeking for
my help especially with Premium and Frequent traveler
customers. Handling the Medical cases specially the Stretcher.
Conducting the briefings along with the supervisor and the duty
officer. Handling the groups, Deportees, Umrah, Hajj, and US
flights. Handling denied boarding passenger, and managing the
queues. Action (Upgrade on Departure) requests at the customer
service desk.
• At the Check in Counters:
Providing proactive service to passengers prior to check-in such
as managing queues, removing old baggage tags, handling
denied boarding passenger, staff passengers, helping Families,
identifying those with special needs and code share passengers
so that they are Directed to the relevant check-in counters and
are handled efficiently. Ensure that Passengers' identifications
are verified and checked such as passport validity and relevant
Visa depending on destination. Action (Upgrade on Departure)
requests at the customer service desk.
• At the Boarding Gates:
Initiate boarding at the gates, following laid down boarding
priorities, announcements, hand Baggage removal, flight coupon
reconciliation and head count confirmation in order to assist the
process for a safe and on time departure of QR flights.
• At the Transfer Desk:
Deliver efficient service at the transfer desks for arriving QR
passengers who are connecting to other flights and ensuring that
all information such as baggage details are recorded. Issuing
boarding cards and meal vouchers where applicable so that the
transfer Passengers are processed accurately and expeditiously,
and Handling the disruption flights.
I was working in Vodafone account, I was
responsible for answering the calls, validate the new sim cards,
solving the customer`s problems, and following up with the
customer in case if there was pending case.
Faculty of Tourism and Hotels Management