Guest Services Agent

Velora; Abu Dhabi; On-site; AED 90,000 - 140,000; Full time

Job summary

Velora is seeking a Guest Services Agent for airport terminal operations in Abu Dhabi. You will handle check‑in, boarding and passenger processing while ensuring safety, security, and high‑quality service.

You will work with handling agents and cabin crew to maintain on‑time departures and compliance with airline policies. The role requires a bachelor’s degree or diploma in Finance/Business Admin and at least 2 years’ airport experience, with hands‑on DCS experience (Amadeus, Sabre, Navitaire,

Qualifications

• 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.
• Hands‑on experience in at least two Departure Control Systems (DCS) such as Amadeus, Sabre, Navitaire, Galileo, Maestro, etc.

Responsibilities

• Deliver safe, efficient and customer‑focused passenger processing from check‑in through boarding.
• Support in collaborating with handling agents to ensure timely, high‑quality services.
• Assist passengers with connections and provide timely information.
• Coordinate with Cabin crew to ensure on‑time boarding and safety procedures.
• Perform initial security checks to monitor access to the airport.
• Receive, process and respond to inquiries with quality support for customers.
• Receive and analyse complaints to resolve them efficiently.
• Provide guidance on a wide range of services following established policies.
• Escalate complex inquiries to the appropriate teams for resolution.
• Work with supervisors to improve execution of activities.
• Track major customer complaints and report key issues.

Skills

Guest services

Airport operations

Customer service

Security procedures

DCS experience

Education

Bachelor’s degree or diploma in Finance or Business Administration

Tools

Amadeus

Sabre

Navitaire

Galileo

Maestro

Job description

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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 escalate 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.