Senior Airport Services Agent

The Emirates Group; Riyadh; Presencial; SAR 120.000 - 180.000; Jornada completa

Descripción de la vacante

The Emirates Group in Riyadh requires staff to deliver high-quality check-in, boarding, special services, and baggage handling for Emirates flights. You will manage ticketing, reservations, and desk operations with a focus on safety, efficiency, and customer satisfaction at the airport.

You will assist premium customers, coordinate lounge and service providers, and ensure accurate pre/post flight documentation and reporting, while adhering to safety and security policies.

Formación

• Minimum O level or equivalent with relevant professional training.
• Experience in airline operations and customer service delivery.
• Fluent in English; local language proficiency required.
• Right to live and work in Saudi Arabia.

Responsabilidades

• Oversee check-in, boarding, and luggage handling to ensure smooth operations.
• Provide ticketing, reservations, and fare adjustments as needed.
• Assist premium customers and manage special services at desks and lounges.
• Coordinate with service providers to maintain safety and service standards.

Conocimientos

Customer service

Ground operations

Reservations

Microsoft Office

English proficiency

Educación

O level or equivalent

Professional training courses in CS, Ground Ops & Reservations

Herramientas

Departure Control System

Computerized Reservation System

MS Office

Descripción del empleo

Job Purpose

To provide a quality service to customers in respect to check-in boarding special services baggage services ticket desk and Emirates Lounge as per the criteria set forth by the Company s commercial safety and security policies standards and procedures Ensure all operational criteria are completed within specified time frames as per applicable procedures 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.

Qualifications and Experience

Minimum O level or equivalent. Must have completed relevant and recognized professional training courses in Customer Services and Handling, Ground Operations and Reservations, Fares & Ticketing. Experience: Given the specific requirements at outstations, a minimum of 3 years airline industry experience is required. Qualification Knowledge/Skills: Knowledge of a Departure Control System and Computerized Reservation System. Knowledge of check-in procedures. Customer Service Delivery. Fluent in spoken and written English and local language. Proficiency in Microsoft Office applications. Please note that you must have the right to live and work in Saudi Arabia.