Passenger Service Agent - UAE NATIONAL ONLY

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

Job summary

A leading airport is seeking ground handling staff to efficiently manage passenger services, including check-in and boarding. The role requires excellent communication skills, adherence to safety protocols, and the ability to assist passengers with special needs. Candidates should have a graduate degree and prior experience in aviation or customer service.

Qualifications

• Fluent in English, both spoken and written.
• Prior 1 year of work experience in aviation or customer services.
• Experience with a reputed airline or hospitality industry preferred.

Responsibilities

• Efficiently accomplish ground handling tasks including check-in and boarding.
• Ensure adherence to safety protocols and provide exceptional service.
• Coordinate with stakeholders for smooth operations.

Skills

Customer Service

Communication Skills

Coordination

Problem Solving

Education

Graduate

Diploma or Certification in Ground Handling

Tools

MS Word

MS Excel

DCS

BRS

Job description

Job Description

Job Purpose

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

Financial

• 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 informations.
• 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 que 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 Supervisor
• ADO and Ramp Supervisor
  
  
  

Reasons for Interaction

• Operational, Administrative & Departmental
• Operational
  
  
  

External

• Police, Immigration, Custom, Alpha, Airlines ATC, MET and DCA
  
  
  

Reasons for Interaction

• Operational
  
  
  

Qualifications

Qualifications, Experience, & Skills

Educational Qualifications

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

Ability to learn things fast and implement them.

High

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