Job Description

Main Objectives

To oversee & coordinate GHA staff in various customer handling areas at airport.

Main Duties

• Coordinate the GHA staff and ensure the efficient pre-flight check, passenger/baggage check-in, validating travel documents, handling revenue documents etc.
• Ensure efficient and adequate handling of transit passengers:
• Passengers entitled for STPC are handled as per company procedure/policy.
• Meals/refreshments provided to passengers as per company procedure/policy.
• Direct passengers to their respective onward flight as necessary.
• Ensure attending arrival flights as applicable, escort passengers requiring special handling.
• Unaccompanied minors

Wheelchairs

Medical cases

• Provide assistance to passenger at baggage reclaim area as applicable; liaise with ramp agent for quick delivery of baggage.
• Liaise with baggage service (lost and found section); follow up cases of mishandled baggage as applicable.
• Anticipate contact with high yield passengers prior to check-in and extend necessary courtesy as required.
• Undertake passenger’s escort and service duties as directed by station management with particular emphasis on passengers requiring special service.
• Provide maximum attention/care to passengers on delayed flight and denied boarding passengers.
• Ensure accuracy of post flight and timely dispatch of messages.
• Assist in transfer loads to achieve OTP & no misconnections.
• Assist in managing immigration formalities to gain customers convience & queue management.
• Ensure aircraft documentations presented.
• Passengers information list
• Passengers manifest
• General declarations
• Assist in handling seating issues onboard aircraft with cabin crew & emphasis on smooth passenger’s settling.
• Hand baggage control at boarding point to ensure smooth & safe boarding.
• Ensure timely communication with aircraft dispatcher for passengers related issues.

Off loadings

On loadings

Changes

• Support in handling long delays resulting consequences of disruptions & misconnections to ensure maximum service recoveries are provided.

Education & Training

• OND or equivalent.

Experience

• Minimum 3 years of relevant experience

Skills Required

• Customer Service