Senior Airport Service Agent
Emirates Airlines
مجموع سنوات الخبرة :14 years, 10 أشهر
Senior Airport Services Agent
Emirates Connection Desk, Jan 2017 - Sept 2020
• Displays excellent motivational leadership, delegation and mentoring in-order to
facilitate customer satisfaction while striving with the team to avoid complaints and earn
compliments
• Supports, coaches, empowers, develops and motivates all team members and peers to
build morale and ensures excellent discipline and grooming standards while encouraging
friendly and professional multi-cultural work environment
• Encourages team members and peers to come up with bright ideas and generate Service
Improvement Feedback
• Identifies and meets the standard and special service requirements of the passenger at
check-in, transfer desk, special services and boarding gates by adhering to the set service
standards and procedures for passengers to be handled in a friendly and efficient manner
• Acts as a mentor to Airport Services Agents and Assistants as and when required, in
order to give them confidence and to impart the knowledge and experience necessary for
them to progress within the Airport Services organization
• Monitors the connecting load for each arrival flight and identify short connections using
established indicators in order to optimize service delivery and to coordinate and
communicate with Supervisor and staff at transfer desk as well as gates staff so as to
ensure that all connecting passengers are able to travel on designated flights as planned
and their baggage is also connected on these flights
• Monitors the security screening machines in order to ensure enough security points are
open and manned by the police to ensure smooth flow of passengers. Also allocates
guiding staff to page for passengers and clearing them through to the boarding gates.
Informs Hub Control Center (HCC) if any congestion situation is faced so the boarding
gates can be duly informed and keep Airport Service Officer (ASO)/Service Airport
Supervisor in the loop for any escalation to higher authority
• Monitors any security removed items that may be received from the police and ensure
these are dispatched on the appropriate flight. Also, ensure that all ticket, hotel and
telephone vouchers issued by staff during shifts have been dispatched to the Revenue
Office
• Checks all counters and the service ability of equipment, availability of stationeries and
overall organization of counters on a timely basis in order to be prepared for handling of
regular transfer loads as well as disruption situations
Senior Airport Services Agent
Service Assistance Team (SAT) - Administrator, Jan 2014 - Dec 2016
• Briefs and verifies all allocated staff at the beginning of duty and takes handover from
the previous shift; ensures handover of any concern to the next incoming shift
• Coordinates with Resource Allocator and request for staff allocated for selected flights
which require bluetooth hand baggage systems
• Makes allocation for the bluetooth handbag collection
• Ensures PDA and printer are in working condition and enough baggage tag rolls are
available. Records and monitors the staff, number of collected PDA device and printers
for audit purpose. Ensures all PDA and printers are returned to the SAT office at the end
of the shift
• Monitors staff allocations and breaks to make sure all areas are covered round the clock
• Coordinates with IT in the event of systems errors and alert all team members for follow
up
• Checks the roster and summarizes the list of staff scheduled for duty for the incoming
shift and coordinates with Airport Admin department with regards to staff replacements
for the day
• Checks with Resource Allocator and Gate Admin for any absent staff and ensures proper
resource allocation at information counters and security guiding points
• Assumes the responsibility of Team Leader in his/her absence
Airport Services Agent
Check-in/Boarding Gates Customer Service, Jun 2006 - Dec 2007
Was assigned in multiple departments and job roles can discuss during interview
• Opening and closing of rental agreements for walk-in and fleet customers
• In-charge of availability, condition and cleanliness all of vehicles
• Arranging deliveries, replacements and collecting of vehicles
• Coordinating with head office for service/repair/accident vehicles
• Scheduling driver movement and checking of driver’s log-book
• Sorting, filing and photocopying office related documents
• Preparing sales reports for the management
• Preparing quotations for customers
• Screening calls, welcoming clients and assisting them in their requests
• Coordinating with the Sales Executives and reporting to the Manager
• Maintaining the highest standards of customer service and merchandising in the retail shop at all times
• Multitasking effectively under pressure while ensuring that customer service standards are maintained
• Ensuring all customers are properly greeted and attended to in a professional manner to maximize shop sales
• Ensuring that promotions and special offers are communicated to customers to keep them informed at all times
• Monitoring, organizing and maintaining stocks availability