Emirates Group Latest Job Recruitment

Ref No: 2200005E

Job Purpose

• Working under the direction of senior Airport Services colleagues, to represent Emirates and enhance customer service to both arriving and departing customers.
• Ensure all operational criteria are completed within specified time frames as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures.

Job Outline

• Provide assistance to customers on arrival and departure, ensuring high quality and professional customer service is maintained at all times.
• These include ascertaining the requirements of various categories of customers such as unaccompanied minors, customers with reduced mobility etc. ensuring appropriate special services and facilities are provided to meet the special service requirements of the customers.
• Co-ordinate the airport operation of chauffeur-driven limousines for eligible customers after arrival, and open the Emirates arrival information desk.
• Monitor the arrival immigration problems, retrieve relevant documentation and report accordingly ensuring adherence to all procedures with regard to travel, immigration and safety regulations. Monitor check-in including 'queue-combing' to keep customers informed of checking delays, identifying and giving priority to Premium customers and ensure service standards are maintained.
• Assist in the preparation and completion of pre and post flight documentation and statistical information to ensure all data is accurately accounted for.
• Provide cover in the absence of the senior team members during leave/sickness/training as directed by the Airport Services Officer or other senior colleague.
• Assist in dealing with problems such as delays, disruptions, excess baggage or denied boarding including implementation of 'Options' within the guidelines provided by the Senior Staff on Duty in order to retain customers confidence and loyalty. Also ensure eligible customers are provided with accommodation and transport as per applicable procedures.
• Where required, assist with check-in, boarding at the gates as per laid down procedures, provide announcements, and carry out hand baggage removal, handling of late-to gate customers, flight coupon reconciliation and head count confirmation to ensure safe and on time departure of flights.
• Monitor baggage delivery performance against agreed standards, keeping customers informed about any delays or irregularities with their baggage to maintain an efficient baggage delivery service to customers and monitor files creation and quality of baggage services as per Emirates Standard Operating Procedure.
• Support and cover the Emirates Ticket Desk functions, where applicable, and undertake ticketing/reservation duties to ensure seamless service to customers. Offer full range of Emirates products and services to all customers to maximize ticketing revenue. Issue tickets, EMD, EBT, make and amend reservations as and when necessary.
• Re-issue and re-calculate fares for customers changing itinerary and make any additional collection as required. Carry out Credit Card verification. Complete daily ticket sales returns and assist with banking duties as required.
• When required support duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards are met and maintained.

Qualifications & Experience
Airport Operations.Passenger Handling: 

• Minimum of O'Level or equivalent. Must have completed relevant and recognized professional training courses in Customer Services and Ground Operations.
• Knowledge of Basic Fares and Ticketing would be advantageous.

Experience:

• Given the specific requirements at outstations, a minimum of 2 years Airline Industry experience is required.

Knowledge / Skills:

• Fluency in written and spoken English and Local Language. Customer Service Delivery.

Salary & Benefits

• Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays.

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Ref No: 2200005F

Job Purpose

• Ensure that the service offered is timely, efficient, and professional and of the highest level, as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures.
• Supervise and coordinate all internal and external agencies, such as Handling agents, Service Providers, other airlines and various authorities. Ensure that all relevant areas of operations are fully covered.

Job Outline

• Analyse anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to minimise disruption to customers.
• Ensure that Handling Agent, Caterer and other service providers are fully briefed regarding Emirates requirements for the day's operation (including any special handling) and that this information is updated as necessary in order to ensure a smooth and cost effective operation and that any inconvenience to our customers are minimised.
• Ensure that all post flight activity is completed correctly in order to protect Company revenue and to facilitate the handling of customers and dead load at an-route stations and destinations.
• Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence.
• Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or Airport Services Officer.
• Process all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
• Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to ensure seamless service to customers.
• Support, coach and develop airport services agents and other relevant personnel to ensure that they are fully briefed/debriefed of the operational requirements and they provide the required Customer service levels.
• Assist the ASM in conducting staff performance reviews in line with Performance Matters (i.e. setting staff's objectives and development plan) and support the PM process by ensuring feedback is provided to staff PM reviews within stipulated time limits.
• Carry out credit card verification and Travel documents checks diligently.
• When required support duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards are met and maintained.

Qualifications & Experience
Airport Operations. Passenger Handling:

• Minimum of O' Level or equivalent.
• Must have completed relevant and recognised professional training courses in Customer Services and Ground Operations.

Experience:

• Given the specific requirements at outstations, a minimum of 4 years Airline Industry experience is required.

Knowledge/Skills:

• A working knowledge of Reservations / Fares and Ticketing, Departure Control Systems. Knowledge of Baggage Tracing and claims handling.
• Knowledge of Microsoft Word/ E-Mail/ Excel advantageous.
• Fluent in spoken and written English and local language.
• Advanced skills in Customer Service Delivery.

Salary & Benefits

• Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays.