Guest Services Agent

Velora Aviation; Abu Dhabi; On-site; AED 50,000 - 80,000; Full time

Job summary

Velora Aviation is seeking a Guest Services Agent to deliver safe, efficient passenger processing from check-in to boarding. You will ensure accurate documentation, baggage handling, boarding control, and adherence to airline policies and security standards.

The role requires hands-on DCS experience and at least 2 years in airport terminal operations, with a strong emphasis on customer service, on-time departures, and cross-functional collaboration with cabin crew and supervisors.

Qualifications

• Hands-on experience with at least two Departure Control Systems (DCS) such as Amadeus, Sabre, Navitaire, Galileo, Maestro, etc.
• Bachelor’s degree or diploma in Finance or Business Administration (or equivalent).
• Minimum 2 years’ airport terminal or above-the-wing operations experience with an airline carrier or ground handler.

Responsibilities

• Perform a wide range of airport services including guest/baggage handling, check-in and boarding operations, and screening of tickets and boarding passes.
• Collaborate with handling agents to ensure timely, high-quality delivery of services to guests.
• Support passengers with connecting flights and provide timely information across services.

Skills

DCS systems

Education

Bachelor’s or Diploma in Finance/Business Administration

Job description

Purpose

The Guest Services Agent is responsible for delivering safe, efficient, and customer‑focused passenger processing services from check‑in through boarding. The role ensures accurate documentation checks, baggage acceptance, boarding control, and compliance with airline policies, airport security regulations, and aviation safety standards, while maintaining a high level of customer service and on‑time departure performance.

Purpose

The Guest Services Agent is responsible for delivering safe, efficient, and customer‑focused passenger processing services from check‑in through boarding. The role ensures accurate documentation checks, baggage acceptance, boarding control, and compliance with airline policies, airport security regulations, and aviation safety standards, while maintaining a high level of customer service and on‑time departure performance.

Accountabilities

• Perform a wide range of airport services (e.g. guest/baggage handling, check‑in and boarding operations, tickets and boarding passes screening) to ensure high‑quality services are delivered to all guests in compliance with safety, quality and operational objectives
• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high‑quality delivery of services to guests
• Support passengers with connecting flights to ensure complete and timely information are provided
• Liaise with Cabin crew to ensure boarding operations are executed on‑time and according to safety procedures
• Execute initial security screens to ensure access to the airport is properly monitored
• Receive, process and respond to daily enquiries on a wide range of services by providing timely and high‑quality support to internal / external customers to meet their requirement
• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
• Support customers on a wide range of generic services following established policies and procedure to ensure passenger needs are met in the most effective manner
• Coordinate and elevate complex or specialized enquiries to responsible teams to ensure adhoc support is provided
• Work closely with supervisors to improve the execution of assigned activities
• Track major customer complaints and report key issues to supervising colleagues
• Interact with internal teams to ensure consistent and reliable customer service
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service
  

Education & Experience

• A bachelor’s degree or a diploma in Finance, Business administration or equivalent
• Minimum 2 years’ experience in an airport terminal or above‑the‑wing operations from an airline carrier or ground handling company
• Hands‑on experience in at least two Departure Control Systems (DCS) such as Amadeus, Sabre, Navitaire, Galileo, Maestro, etc.