Passenger Service Agent - UAE NATIONAL ONLY

Job Description

Key Responsibilities:Operational Duties: Greet and assist passengers, guiding them through check-in, boarding, and arrival proceduresVerify passenger identification, travel documents, tickets, and issue boarding passesWeigh, label, and load passenger luggage, ensuring compliance with baggage allowance and security standardsAssign counters, ensure availability of stationery, and confirm all counter systems are operational before check-in beginsProvide passengers with flight information, gate updates, delays, cancellations, and travel requirementsAssist passengers with special needs (wheelchair users, unaccompanied minors, medical conditions)Perform ground handling functions such as BMA, gate, ramp, check-in, and load control based on skills and experienceSupervise baggage build-up and prepare manual Baggage Reconciliation System (BRS) reportsCoordinate aircraft loading and offloading at ramp, ensuring safety and efficiencyMeet arriving aircraft, assist crew, and support passenger arrivals in the terminalManage terminal facilities, passenger queuing, and trolley managementDeliver VIP/CIP/PRM services with professionalismManage security, FOD (Foreign Object Debris) control, and safety inspections of ramp equipmentSupport emergency response procedures and coordinate with relevant teamsSupervise porters, loaders, equipment operators, and cabin appearance staffCoordinate MHB (Missing Hand Baggage) procedures and utilize WorldTracer systemReporting & Documentation: Prepare operational reports, file documents, and assist with pre-flight checks and other tasks as directed by the Ground Handling SupervisorSupport safety audits, incident reporting, and system failure notificationsCommunication & RelationshipsInternal: Ground Handling Supervisor & Ground Handling ManagerRamp Supervisor & ADO (Aircraft Duty Officer)Support departments within ground handling operationsExternal: Police, Immigration, Customs, Airlines, ATC (Air Traffic Control), MET (Meteorological Department), DCA (Department of Civil Aviation)External stakeholders involved in airport and airline operationsQualifications & Skills:Educational & Professional Qualifications: Graduate in any discipline; fluency in English (spoken and written)Knowledge of Arabic is an advantageDiploma or certification in Ground Handling or Ground Operations preferredExperience: Minimum 1 year experience in aviation or customer service rolesExperience with reputed airlines or hospitality industry is preferredKnowledge of Load Control, WorldTracer, Dangerous Goods handling, and DCS systems is advantageousSkills & Competencies: Excellent communication and interpersonal skillsSafety-conscious mindset with accountability for safety responsibilitiesAbility to work under pressure in a fast-paced environmentTeamwork orientation and coordination skillsSafety Responsibilities:All staff are accountable for complying with safety procedures outlined in the Aerodrome Operations Manual and Safety Management System. Responsibilities include reporting safety incidents, supporting safety audits, and adhering to airport safety protocols.

Keyskills :
Excellent customers services & communication skills