Passenger Service Agent - UAE NATIONAL ONLY

RAK Airport; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

RAK Airport is seeking a Ground Handling Agent to efficiently manage passenger check-in, boarding, and luggage handling while ensuring compliance with safety protocols. The ideal candidate will have a graduate degree, strong customer service skills, and at least one year of experience in aviation or customer service.

Qualifications

• Fluent in English; Arabic is an advantage.
• At least 1 year of experience in aviation or customer service.
• Knowledge of Load Control and Dangerous Goods is a plus.

Responsibilities

• Perform ground handling tasks including check-in and boarding.
• Assist passengers, especially those with special needs.
• Ensure compliance with safety protocols and regulations.

Skills

Customer Service

Communication

Safety Awareness

Education

Graduate

Diploma in Ground Handling

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 in compliance with regulations and airline expectations.

Functional Accountabilities

Area of Contribution

Key Activities

• 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 appropriate areas.
• Check passengers' identification, verify travel documents, tickets, and issue boarding passes.
• Weigh, label, and load passengers' luggage, ensuring compliance with baggage allowance and security regulations.
• Assign counters and ensure availability of appropriate stationery as per airline requirements. Ensure all counter systems are operational before check-in activities commence.
• Provide information and assistance regarding flight schedules, gate changes, delays, cancellations, and travel requirements.
• Coordinate with internal and external stakeholders for smooth operations and passenger flow.
• Assist passengers with special needs, such as wheelchair users, unaccompanied minors, or medical conditions.
• Follow safety and security procedures; report incidents or breaches.
• Perform ground handling functions based on skills and experience, including BMA, Gates, Ramp, Check-in, Load Control, Baggage Reconciliation.
• Prepare reports, file documents, perform preflight editing, and other operations tasks as advised by the supervisor.
• Supervise baggage buildup and prepare manual BRS.
• Coordinate and supervise aircraft loading and offloading at the ramp.
• Meet arriving aircraft, assist crew, and help passengers in the arrival hall.
• Assist Ground Handling Supervisor and perform other official duties as instructed.
• With a valid UAE license, apply for GSE/GSV training, complete assessments, and obtain ADP to support operations and multitasking.
• Deliver services as per the Standard Ground Handling Agreement and expectations.
• Maintain terminal facilities and manage queues at passenger processing zones.
• Provide exceptional service to VIP/CIP/PRM passengers.
• Manage floor, FIDS, and trolley operations.
• Perform ramp functions, ensure security and safety (FOD management, equipment pre-inspections).
• Maintain emergency response awareness and coordination.
• Manage porters, loaders, equipment operators, and cabin appearance staff.
• Coordinate for MHB and be familiar with WorldTracer.

Customer and Reporting

Report to Ground Handling Supervisor

Communication & Working Relationships

Internal

• ADO and Ramp Supervisor

Reasons for Interaction

• Operational, Administrative & Departmental

External

• Police, Immigration, Customs, Airlines, ATC, MET, DCA

Reasons for Interaction

• Operational

Qualifications, Experience, & Skills

Qualifications

Educational Qualifications

Graduate and fluent in English (spoken and written). Arabic is an advantage.

Professional Qualifications

Diploma or certification in Ground Handling or Ground Operations preferred.

Experience

At least 1 year of experience in aviation or customer service; experience with reputed airlines or hospitality preferred. Knowledge of Load Control, WorldTracer, Dangerous Goods, and DCS is an advantage.

Other Requirements - Safety Responsibilities

All staff must adhere to safety requirements outlined in the Aerodrome Operations Manual, Safety Management System, and other airport instructions. Report safety occurrences and system failures, support safety audits and investigations, and comply with safety procedures.

Industry

• Airlines
• Aviation

Department / Area

• Administration

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