Airport Customer Experience Agent

1Aviation Groundhandling Services, Corp.; General Santos; On-site; PHP 167,000 - 234,000; Full time

Job summary

1Aviation Groundhandling Services, Corp. is hiring a Customer Service Agent at General Santos Station on a probationary basis. You will greet guests, handle check-in assistance, and ensure smooth counter operations in line with company policies.

Key tasks include attending briefings, processing guest documents, managing inquiries, handling cash collections for sales, and maintaining counters and signage. This role requires hospitality-oriented service and clear communication.

Qualifications

• Must be a graduate of a 4-year course preferably in Hospitality Management/Tourism.
• Preferably with work experience in a Customer Service environment.
• Service oriented.
• Above-average communication skills.

Responsibilities

• Attend pre-flight briefing conducted at least thirty (30) minutes before the opening of check-in counters; Attend post-flight briefing.
• Observe on-time opening and closing of counters/gates as required by the Carrier.
• Maintain cleanliness and orderliness of counters/gates at all times.
• Attending guests’ inquiries and aid and solutions based on company policies and procedures.
• Handle flight disruption-related issues within authorized parameters and established standards. Escalate to station management issues/challenges beyond authority.
• Generates ancillary reports and ensures all irregularities are recorded.
• Prepare documents and endorse special handling guests to designated personnel.
• Prepare Sales reports and handle cash collections/sales for safekeeping and bank remittances for deposit.
• Shall remain at the airport for at least thirty (30) minutes after dispatching the last flight for the day, as a precaution in case the flight returns for whatever reason.
• Perform other tasks as may be assigned by immediate superior.
• Ensure availability of check-in paraphernalia such as DG & Security questions countertop, roll-up banners/standees, signage, baggage tag labels, boarding pass printer, office supplies, boarding pass, baggage handling stickers, ASD forms, etc. at least fifteen (15) minutes before counters are opened. Any inoperative facility must be reported to the concerned.
• Review pre-flight documents such as but not limited to the following: PNL, SSR, and onward connections for appropriate handling preparations.
• Perform basic check-in functions such as but not limited to: guest/s profiling, checking of travel documents of guest’s prior acceptance for international flights, attend to special handling cases at the check-in counters, acceptance, and collection of applicable fees for check – in baggage of passengers, processing and issuance of boarding pass, etc.
• Ensure availability of boarding gate materials such as but not limited to two-way radio, flight and boarding gate information placards updated flight booking, announcement guidelines and required forms ( e.g. PHF, INAD/Deportee Passenger Declaration Form, etc.) prior to start of duty.
• Must be at the gate as prescribed by the Carrier.
• Verify guests’ flight details prior acceptance for boarding.
• Check hand-carry bags for size and weight restrictions and apply intercepted baggage handling procedure of the Carrier. Relay pieces of intercepted baggage to the DS-Ramp for monitoring, PPBM, and W/B purposes.

Skills

Service oriented

Communication skills

Education

4-year degree in Hospitality/Tourism

Job description

1Aviation Groundhandling Services, Corp. is hiring a Customer Service Agent at General Santos Station on a probationary basis. You will greet guests, handle check-in assistance, and ensure smooth counter operations in line with company policies.

Key tasks include attending briefings, processing guest documents, managing inquiries, handling cash collections for sales, and maintaining counters and signage. This role requires hospitality-oriented service and clear communication.