CLT - Baggage Service Agent

Work with VIP, Apply Today; Charlotte (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

VIP Hospitality Services at CLT Airport seeks a Baggage Service Agent to support international baggage claim operations and assist passengers with wayfinding and baggage support.

You will maintain an organized baggage environment, coordinate with VIP leadership and airport partners, and provide proactive, positive service to help passengers move through the FIS baggage claim process with confidence and care.

Qualifications

• 18 years of age or older where required by law or contract.
• High school diploma, GED, or equivalent preferred or required by contract or credentialing standards.
• Experience in baggage service, airport, hospitality, customer service, or guest service is preferred.
• Ability to obtain and maintain required airport badge, credentials, clearances, and client or regulatory requirements.
• Strong communication and interpersonal skills to engage passengers professionally and respectfully.
• Ability to communicate effectively in English to perform duties, use radios, and coordinate with airport partners.
• Basic knowledge of airport layout and willingness to learn CLT areas, FIS procedures, and baggage expectations.
• Dependable, punctual, observant, and professional in a fast-paced airport environment.

Responsibilities

• Greet passengers and provide proactive, positive customer service in a calm, respectful manner.
• Direct passengers to baggage carousels, claim areas, or next steps with clear instructions.
• Assist passengers in locating bags while maintaining safety and courtesy.
• Monitor passenger flow and report concerns to leadership as needed.
• Organize baggage on the carousel to avoid congestion and keep pathways clear.
• Move, relocate, or stage bags to support safe operations and efficiency.
• Return baggage carts to the staging area and keep areas clean and ready for use.
• Collaborate with CBP officers, airport partners, and VIP leadership to meet FIS rules and expectations.
• Follow instructions during irregular operations, high-volume periods, or disruptions.
• Represent VIP Hospitality with a helpful, approachable, solutions-focused attitude.
• Look for opportunities to assist passengers, especially during peak travel periods or delays.
• Provide clear, patient information to passengers and escalate when needed.
• Treat all passengers, coworkers, clients, and partners with dignity, respect, and professionalism.
• Handle passenger concerns with empathy and urgency, involving leadership when escalation is needed.
• Follow safety, security, and compliance rules applicable to the assignment.

Skills

Communication skills

Interpersonal skills

English fluency

Customer service mindset

Punctuality

Education

High school diploma or equivalent

Job description

Incorporated in 2004, our company seeks to efficiently elevate the experience of valued patrons and guests served by our contractees exclusively within the hospitality, travel, and tourism industries.

VIP Hospitality Services | FIS Baggage Operations | CLT Airport

Team

FIS PM Operations

Reports To

Team Lead, Supervisor, and Management Team

Responsible For

Supporting safe, smooth, efficient, and guest-focused international baggage claim operations

Job Summary

The Baggage Service Agent supports safe, smooth, efficient, and customer-focused operations in the international baggage claim area. This role assists passengers with wayfinding and baggage support, maintains an organized baggage environment, coordinates with VIP Hospitality leadership and airport partners, and provides proactive, positive service to help passengers move through the FIS baggage claim process with confidence and care.

Primary Responsibilities

• Deliver proactive, positive, and professional customer service by greeting passengers, offering assistance early, and responding to questions in a calm and respectful manner.
• Direct passengers to the appropriate baggage carousel, claim area, or next step in the process using clear and friendly instructions.
• Assist passengers in locating their bag or bags while maintaining a safe, courteous, and service-focused approach.
• Maintain awareness of passenger flow and baggage volume, and communicate concerns to the Team Lead, Supervisor, or Management Team as needed.
• Organize baggage coming down from the carousel in a safe and orderly manner so passengers can retrieve bags without unnecessary congestion or risk.
• Move, relocate, or stage bags as needed to support safe operations and efficient baggage claim activity.
• Return baggage carts to the proper staging area and help keep assigned work areas clean, organized, and ready for passenger use.
• Work collaboratively with CBP officers, CLT Airport partners, and VIP Hospitality leadership to support applicable FIS rules, standards, and operational expectations.
• Follow instructions from supervisors and airport partners during irregular operations, high-volume periods, service disruptions, or other operational changes.
• Represent VIP Hospitality with a helpful, approachable, and solutions-focused attitude during every passenger interaction.
• Look for opportunities to assist passengers before being asked, especially during peak travel periods, delays, or crowded baggage claim conditions.
• Provide clear, patient, and accurate information to passengers while avoiding speculation when information is unknown; elevate questions when appropriate.
• Treat all passengers, coworkers, clients, and airport partners with dignity, respect, and professionalism.
• Handle passenger concerns with empathy and urgency, and promptly involve leadership when additional support or escalation is needed.

Safety, Security, and Compliance Responsibilities

• Follow VIP Hospitality, CLT Airport, CBP, client, baggage-area, safety, and security rules and regulations applicable to the assignment.
• Maintain a safe work environment by identifying, avoiding, and reporting hazards such as blocked walkways, unsecured baggage, spills, congestion, or unsafe lifting conditions.
• Use safe lifting, moving, and positioning practices when handling baggage or operational items.
• Use radios and approved communication tools professionally and efficiently to communicate statuses, requests, and operational concerns.
• Protect confidential or sensitive operational information and follow company procedures when communicating with passengers and airport partners.

Qualifications

• At least 18 years of age where required by law, airport credentialing, client requirements, or job assignment standards.
• High school diploma, GED, or equivalent preferred or required where applicable by contract or airport credentialing standards.
• Previous baggage service, airport, hospitality, customer service, guest service, or similar experience preferred.
• Ability to obtain and maintain required airport badge, credentials, clearances, training, and any client or regulatory requirements for the assignment.
• Strong communication and interpersonal skills with the ability to engage passengers in a professional, friendly, and respectful manner.
• Ability to communicate effectively in English as required to perform job duties, provide safety-related instructions, use radios, and coordinate with airport partners.
• Basic knowledge of airport layout preferred; ability and willingness to learn assigned CLT Airport areas, FIS procedures, and baggage claim expectations.
• Dependable, punctual, observant, and able to remain professional in a fast-paced airport environment.

Essential Functions and Physical Requirements

• Stand and remain alert for extended periods at designated baggage claim locations, with or without reasonable accommodation.
• Walk, bend, reach, push, pull, lift, move, or relocate baggage and baggage carts as required by the assignment, with or without reasonable accommodation.
• Lift, move, or relocate baggage or operational items up to 70 pounds when required by the assignment, with or without reasonable accommodation.
• Provide clear verbal instructions and assistance to passengers in a busy airport baggage claim environment.
• Operate radios and communicate efficiently with team members, supervisors, and airport partners.
• Work various shifts as assigned, including evenings, weekends, holidays, and irregular schedules based on operational needs.
• Respond to changing passenger flow, baggage volumes, and operational directions in a timely and professional manner.

Compliance, Equal Opportunity, and Additional Notes

• VIP Hospitality is an equal opportunity employer and considers qualified applicants without regard to protected characteristics under applicable federal, state, and local law.
• Reasonable accommodations may be available to qualified individuals with disabilities to perform the essential functions of the position, unless doing so would create an undue hardship.
• This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications.
• Employment and continued assignment may be subject to successful completion and maintenance of required background checks, airport badging, security training, and client or regulatory requirements.
• Nothing in this job description creates a contract of employment or alters any applicable at-will employment relationship, where permitted by law.