Guest Services Agent

Purpose

The Guest Services Agent is responsible for delivering safe, efficient, and customer‑focused passenger processing services from check‑in through boarding. The role ensures accurate documentation checks, baggage acceptance, boarding control, and compliance with airline policies, airport security regulations, and aviation safety standards, while maintaining a high level of customer service and on‑time departure performance.

Accountabilities

• Perform a wide range of airport services (e.g. guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality and operational objectives
• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high-quality delivery of services to guests
• Support passengers with connecting flights to ensure complete and timely information are provided
• Liaise with Cabin crew to ensure boarding operations are executed on-time and according to safety procedures
• Execute initial security screens to ensure access to the airport is properly monitored
• Receive, process and respond to daily enquiries on a wide range of services by providing timely and high-quality support to internal / external customers to meet their requirement
• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
• Support customers on a wide range of generic services following established policies and procedure to ensure passenger needs are met in the most effective manner
• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure adhoc support is provided
• Work closely with supervisors to improve the execution of assigned activities
• Track major customer complaints and report key issues to supervising colleagues
• Interact with internal teams to ensure consistent and reliable customer service
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

Education & Experience

• A bachelor’s degree or a diploma in Finance, Business administration or equivalent
• Minimum 2 years’ experience in an airport terminal or above-the-wing operations from an airline carrier or ground handling company
• Hands-on experience in at least two Departure Control Systems (DCS) such as Amadeus, Sabre, Navitaire, Galileo, Maestro, etc.