Passenger Service Agent

RAK Airport; Ras Al Khaimah; On-site; AED 90,000 - 120,000; Full time

Job summary

RAK Airport is seeking a Ground Handling Agent to efficiently manage passenger flow, assist VIPs and passengers with special needs, and ensure compliance with safety regulations. You will coordinate with internal and external stakeholders to maintain smooth airport operations and high service standards, including baggage control and check-in activities.

The role requires an English-fluent graduate with aviation or customer service experience, knowledge of World Tracer, and willingness to work in

Qualifications

• Minimum 1 year experience in aviation or customer services.
• Diploma or Certification in Ground handling or Ground Operations preferred.
• Load Control License, World Tracer, Dangerous Goods and DCS knowledge is a plus.

Responsibilities

• Greet passengers and guide them to the correct areas.
• Check IDs, travel documents and tickets; issue boarding passes.
• Perform ground handling tasks including BMA gates, ramp, check-in, and baggage handling.
• Ensure safety compliance and report incidents or breaches; coordinate with stakeholders.

Skills

Customer service

Communication

Problem solving

Team player

Adaptable

Education

Graduate

Diploma in Ground Handling

Tools

World Tracer

DCS

Load Control

Job description

Efficiently accomplish ground handling tasks and assignments including check-in boarding bma ramp and assisting passengers Ensure adherence to safety protocols and provide exceptional service to all passengers including VIPs and those with special needs Coordinate with stakeholders for smooth operations and uphold high service standards incompliance with regulations and airline expectations

Functional Accountabilities

Preparation of charge notes against published tariff and cash collection if applicable Preparation of excess baggage coupons or miscellaneous coupons if applicable

Process

Greet and welcome passengers and guide them to the appropriate areas Checking passengers identification travel documents verification and tickets and issuing boarding passes Weighing labelling and loading passengers luggage and ensuring that they comply with the baggage allowance and security regulations Assign counters and ensure appropriate stationery is available as per airlines requirements Ensure all counter systems are operational and ready before commencement of check-in activities Providing information and assistance to passengers regarding flight schedules gate changes delays cancellations airlines travel requirements and other travel-related information Coordinate with internal and external stakeholders to ensure smooth and efficient operations and passenger flow Assisting passengers with special needs such as wheelchair users unaccompanied minors or passengers with medical conditions Following safety and security procedures and reporting any incidents or breaches Performing ground handling functions based on skills and experience such as BMA Gates Ramp Check-in Load Control Baggage Reconciliation Preparation of reports documents filing preflight editing and any other ops related task advised by ground handling supervisor Supervision at baggage build up area and Preparation of manual BRS Coordination Supervision of aircraft loading offloading at Ramp Meeting aircraft upon arrival assisting crew and assisting passengers in arrival hall Assist GH Supervisor in their duties other official duties as instructed

With a valid UAE license

may apply for GSE GSV training complete the assessments and obtain an ADP to support operations and multitask Deliver Services as per the Standard Ground Handling Agreement and expectations Ensure upkeep of all terminal facilities manage queue at all passenger processing zones Provide exceptional services to VIP CIP PRM Floor management FIDS management and coordinate for trolley management Ramp functions security and safety adherence FOD management Equipment Pre inspections Emergency response awareness coordination and familiarization Manage porters loaders equipment operators and cabin appearance staff Coordinate for MHB and familiar with world tracer Customer and Reporting Reports to Ground Handling Supervisor Communication Working Relationships Internal GHM Ground Handling SupervisorADO and Ramp SupervisorReasons for Interaction Operational Administrative Departmental External Police Immigration Custom Alpha Airlines ATC MET and DCAReasons for Interaction Operational

Qualifications Experience Skills

Graduate and Fluent in the English language both spoken and written Excellent written and verbal communication skills in English Arabic is an added advantage Professional Qualifications Diploma or Certification in Ground handling or Ground Operations preferred EXPERIENCE Required Experience Prior 01 year of work experience in aviation or customer services Prior experience with reputed airline or hospitality industry is preferred Load Control License World Tracer Dangerous Good and DCS knowledge will be added advantage

Other Requirements

Safety accountability and responsibilities All staff has the following safety responsibilities and is accountable to their supervisor s and Head of Department To comply with the relevant safety requirements and procedures outlined in the Aerodrome Operations Manual and Safety Management System and any other instructions or notices issued by Ras Al Khaimah International Airport To comply with the safety requirements detailed within their training To advise their Head of Department and the Airport Duty Officer team of any safety occurrence or system failure and to identify and report any situation of potential risk or concern affecting safety via one of the following means Report directly to the Safety Department or an immediate supervisor Submitting an Accident Incident Report Support safety audits as and investigations as they occur

Competencies

Level of Proficiency Behavioural Competencies High Ability to learn things fast and implement them Medium Excellent customers services communication skills required Medium Focused positive attitude and disciplined Medium Coordination Presentation Follow-up skills High Requires problems solving skills and Strong in-house employee relationship Medium Takes Initiatives responsibilities and ownership High Team Player Adaptable Share Feedback ideas and suggestions Medium Flexible with Roster and duty hours Day Night Shifts High Hardworking Passionate Medium Maintain Grooming Punctuality and Compliance High

Technical Competencies

Computing skills in MS Word and MS Excel Medium Presentation skills Medium Email drafting skills Medium DCS BRS High Load Control DG High Graduate and Fluent in the English language (both spoken and written). Excellent written and verbal communication skills in English (Arabic is an added advantage) Diploma or Certification in Ground handling or Ground Operations preferred Prior 01 year of work experience in aviation or customer services Prior experience with reputed airline or hospitality industry is preferred (Load Control License, World Tracer, Dangerous Good and DCS knowledge will be added advantage) All staff has the following safety responsibilities and is accountable to their supervisor(s) and Head of Department: To comply with the relevant safety requirements and procedures outlined in the Aerodrome Operations Manual and Safety Management System and any other instructions or notices issued by Ras Al Khaimah International Airport. To comply with the safety requirements detailed within their training. To advise their Head of Department and the Airport Duty Officer team of any safety occurrence or system failure and to identify and report any situation of potential risk or concern affecting safety via one of the following means. Report directly to the Safety Department or an immediate supervisor. Submitting an Accident/ Incident Report. Support safety audits as and investigations as they occur Ability to learn things fast and implement them Excellent customers services & communication skills required Focused, positive attitude and disciplined Coordination, Presentation & Follow-up skills Requires problems solving skills and Strong in-house employee relationship Takes Initiatives, responsibilities, and ownership Team Player, Adaptable, Share Feedback, ideas, and suggestions Flexible with Roster and duty hours (Day/Night Shifts) Hardworking & Passionate Maintain Grooming, Punctuality and Compliance Computing skills in MS Word and MS Excel Presentation skills Email drafting skills DCS & BRS Load Control & DG