Senior Airport Services Agent - Lyon

Emirates; Lyon; Sur place; EUR 28 000 - 42 000; Plein temps

Avantages offerts par ce poste

Travel privileges

Emirates Platinum Card

Profit sharing plan

Meal allowance

Travel allowance

Health Insurance

Résumé du poste

Emirates is seeking a customer service professional for airport ground operations in France. You will identify and meet service requirements at check-in and boarding, oversee baggage handling, and ensure smooth flight operations for on-time departures while maintaining high customer satisfaction.

The role requires coordination with various teams, proficiency in Reservations/Fares and Ticketing, and fluency in English and French.

Qualifications

• Must have completed relevant and recognized professional training courses in Customer Services and Handling, Ground Operations.
• Minimum of 3 years airline industry experience is required.
• Fluency in written and spoken English and French is essential.

Responsabilités

• Identify and meet the standard and special service requirements of customers at check-in, transfer desk, special services and boarding gates.
• Adhere to boarding procedures and ensure timely departures and customer satisfaction.
• Guide and advise team members to uphold superior customer service levels.

Connaissances

Customer service

Team coordination

Communication

Formation

Professional training in Customer Services & Ground Operations

Outils

Reservations/Fares & Ticketing

Departure Control Systems

MS Office (Word/Excel)

Description du poste

Job Purpose

A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally friendly and technologically advanced-fleet of over 260 aircraft.

A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally friendly and technologically advanced-fleet of over 260 aircraft. Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries. Our services span almost every aspect of our industry. Behind it all are more than 70,000 colleagues from over 200 nationalities across our 50 business units and associated firms, making us one of the biggest employers in the region. Passengers flying with Emirates enjoy an exceptional onboard experience, with world-class products and services, regionally inspired menus and over 6,500 on-demand entertainment channels through ICE, Emirates’ award-winning in-flight entertainment system. Joining Emirates means becoming part of a global leader that truly invests in its people. Along with the opportunity to work on one of the world’s most advanced aircraft fleets, you’ll enjoy a market-leading reward package that recognises your contribution and supports your wellbeing.

• Identify and meet the standard and special service requirements of the customers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the customers are handled in a friendly and efficient manner.
• Adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight. Post the flight, ensure flight coupon reconciliation and head count confirmation is in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and customer satisfaction.
• Guide and advise team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on‑time departure of EK flights.
• To liaise and monitor the Emirates Chauffeur drive company on arrival and departure. Ensure eligible customers are provided with this service on arrival and any customers that require assistance are met on departure.
• Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assist customers with missing or damaged bags referring them to Emirates GHA to complete necessary paperwork and follow up on missing bags for Premium customers ensuring customers are kept fully informed.
• To monitor queues at check-in ensuring priority given to Premium customer card holders. To assist and deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such as, keeping customers informed of any delays, disruptions and denied boarding including the implementation of the 'Options' scheme.
• Assist with the preparation and completion of pre and post flight documentation and complete all relevant station statistical information and filing. Ensure all safety instructions are compiled with at all times and report any damage to aircraft, ULDS, immediately and assist with preparation of relevant reports.
• Cover the absence of check‑in supervisor and prepare flight briefs regarding customer information ensuring that all staff, GHA and service providers are fully aware of this information. Ensure all operational areas are covered and that staff are aware of what is expected of them to ensure high levels of customer service in all operational areas.
• Support and cover the Emirates Ticket Desk functions and undertake ticketing/reservation duties to ensure seamless service to customers. Offer full range of Emirates products and services to all customers to maximize ticketing revenue. Issue tickets, EMD, EBT, make and amend reservations as and when necessary. Re‑issue and re‑calculate fares for customers changing itinerary and make any additional collection as required. Carry out Credit Card verification. Complete daily ticket sales returns and assist with banking duties as required.
• When required support duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards are met and maintained.

Qualification

• Must have completed relevant and recognized professional training courses in Customer Services and Handling, Ground Operations.
• Minimum of 3 years’ airline industry experience is required.
• Given the specific requirements at outstations, a minimum of 5 years’ experience is required in Airport Passenger Handling / Operations.
• A working knowledge of Reservations/Fares and Ticketing, Departure Control Systems.
• Knowledge of Dangerous Goods Regulations & Weight & Balance, Baggage Tracing and Claims Handling.
• Proficiency in Microsoft Office Applications, including Word/Excel.
• Fluency in written and spoken English and French is essential.

Critical Competencies

• Delivering
• Drive
• Providing Direction
• Collaboration
• Engaging Others
• Developing Talent

Information

• Staff can apply if they have been in their current position for at least 1 year. Staff who have moved to their current position following a lateral transfer may apply at any time.
• Applicants must have the legal right to live and work in France. The Company will not provide assistance with obtaining work permits.

Salary & benefits

Competitive

At Emirates,we don’t just connect destinations—we create journeys defined by excellence, ambition, and opportunity. As part of our global team, you will represent a brand synonymous with world‑class service while shaping our continued success in Austria.

• Exclusive travel privileges, with access to our global network of flights and hotels from day one through staff travel benefits.
• Emirates Platinum Card, offering exclusive discounts and lifestyle offers across the UAE and beyond.
• Participation in our non‑contractual profit share plan, rewarding your contribution to our collective success.
• Meal allowance
• Travel allowance
• Health Insurance