Guest Services Agent

Virgin Australia; Sydney; On-site; AUD 50,000 - 70,000; Part time

Benefits offered by this job

Free wellbeing app and counselling

On-site physio

Generous annual leave

Flight credits for you and family

Staff discounts on travel and services

Virgin Family staff offers

Uniform provided and staff parking

Job summary

Virgin Australia is seeking Guest Services Agents to join our airport team in a part-time capacity. You will check guests in, verify documents, assist with re-bookings, and support passengers during disruptions. You’ll handle diverse guest needs with empathy and clear communication.

You’ll work on-site, with a minimum guaranteed 50 hours per fortnight and opportunities for additional shifts as needed.

Qualifications

• Experience in caring for people or customers in a fast-paced environment.
• Strong communication and de-escalation skills.
• Proven ability to learn new computer systems quickly.
• High emotional intelligence and empathy.

Responsibilities

• Check in guests and verify documentation at the airport.
• Re-book flights and assist with disruptions or cancellations.
• Support guests with special requirements (disabilities, unaccompanied minors).
• Assist with boarding and arrival/departure tasks, including service announcements.

Skills

Customer service

Communication

Problem solving

Empathy

Resilience

Tools

Airport computer systems

Job description

Hello. We’re Virgin Australia, and we’re looking for Guest Services Agents to join our airport team.

We’re the airline that’s always done things a little different. We go the extra mile, in the air and on the ground, to create genuine experiences that put our guests firmly at the heart of everything we do. And we need you to help make our guests’ time at the airport, before and after their journey, truly wonderful!

Our values are at the core of what we do, and we pride ourselves on being our unique, authentic selves, while ensuring our guests have a seamless journey.

Who we’re looking for

Problem solving, solutions focused professionals who pride themselves on their empathetic, warm and caring nature. You will be a confident communicator with the ability to connect with a diverse range of guests and team members. You are resilient, you keep cool under pressure, and you love to solve complex problems.

You’ll effectively navigate computer systems to find the best solutions for our guests, whilst anticipating needs and having strong awareness of your surroundings.

You’ll be the first face our guests see, so it’s important that you’re naturally caring and empathetic as you’ll be ambassadors for everything that makes Virgin Australia great.

What you’ll be doing

You’ll be helping our guests when they arrive at the airport, checking them in and making sure all their documentation is correct. You’ll re-book flights and provide support to them, through flight disruptions and cancellations. You’ll be supporting guests with specific requirements, such as; unaccompanied minors, guests with disability, or others who require some assistance. At the gate, you’ll help board flights and complete other arrival and departure tasks – including some time in the spotlight doing service announcements for our guests.

You’ll be great in this role if you…

• Are at least 18 years of age
• Are an Australian Citizen or Permanent Resident
• Have had at least 3 years of previous employment in part-time or full-time hours, in roles that focus on caring for people/customers
• Have demonstrated experience working in a high-pressure, fast paced environment
• Have recent experience learning a new computer system or program
• Are a strong communicator with the ability to de-escalate situations while remaining calm and solutions focused
• You have high emotional intelligence and empathy
• Have a reliable means of transport to and from the airport, even at hours when public transport is not operating
• Can work a rotating shift roster (including early starts, late finishes, weekends, public holidays and peak periods)
• Are available 365 days per year (Monday – Sunday) with no restrictions
• Are comfortable being around cats and dogs who may travel with us from time to time

Please note, this role is permanent, part-time. You are guaranteed a minimum of 50 hours per fortnight, with the ability to pick up extra shifts.

What you’ll get from us

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• Free onsite physio
• Generous annual leave
• Heavily discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• Discounts on travel insurance, Virgin Australia Lounge membership, car hire, accommodation and worldwide experiences
• Access to the 'Virgin Family' platform, connecting you with staff-only special offers with Virgin brands around the world
• Hospitality, retail, technology, beauty services and wellness discounts
• Extensive training from the industry’s best
• Career progression opportunities
• Full uniform and staff parking
• And a lot more…

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQIA+ community, and anyone else who wants to join our family.