Job Purpose

Support the efficient and effective operation of terminal services, ensuring high standards of customer service, safety, and operational performance. 

Position Accountability Description

Operational Support and Efficiency: 
1. Assist in overseeing and executing daily terminal operations, including check-in procedures, baggage handling, and passenger assistance, ensuring seamless service delivery. 
2. Monitor passenger flow within the terminal, proactively addressing congestion or bottlenecks to maintain efficient operations. 
3. Identify operational issues or inefficiencies and promptly report them to the Terminal Services Supervisor for resolution. 
4. Support the implementation of process improvements and operational enhancements to streamline terminal operations and enhance service efficiency. 

Compliance and Safety: 
5. Strictly adhere to established safety and security protocols during all terminal activities, prioritizing the safety of passengers and personnel. 
6. Ensure full compliance with airline and airport regulations, procedures, and standards to maintain operational integrity and passenger safety. 
7. Participate actively in emergency response drills and procedures, effectively responding to terminal-related incidents or emergencies. 
8. Assist in managing terminal disruptions by coordinating with relevant authorities and stakeholders to minimize impact and ensure swift resolution.

Customer Service and Experience: 
9.  Provide exceptional customer service by assisting passengers with special needs or requests, demonstrating empathy and professionalism. 
10. Resolve passenger complaints and issues promptly and courteously, aiming to enhance customer satisfaction and maintain a positive airport experience. 
11. Deliver accurate and timely information to passengers regarding flight details, airport services, and facility amenities, ensuring clear communication at all times. 
12. Maintain a clean, safe, and welcoming terminal environment to enhance passenger comfort and satisfaction. 
13. Uphold a positive and professional airport image through courteous and helpful interactions with passengers and visitors.

Minimum Job Requirements

Skills Description 
Excellent communication skills 
- Strong organizational and multitasking abilities 
- Attention to detail 
- Ability to work under pressure 
- Proficiency in using airport operational systems 
- Knowledge of airport security procedures 
- Problem-solving skills 
- Team management and leadership capabilities 

Competencies