Passenger Services Agent

Job Description

Job Title: Passenger Service Agent
Department: Ground Operations
Reports To: Designated Supervisor
Location: Entebbe International Airport, Uganda

Job Summary:

The Passenger Service Agent is responsible for delivering exceptional service to passengers at various touchpoints, ensuring a seamless and positive travel experience. This role involves assisting passengers with check-in, baggage handling, and addressing inquiries or concerns promptly and professionally.

Key Responsibilities:

• Assist passengers with check-in procedures, including verifying travel documents and issuing boarding passes.
• Provide information about flight schedules, delays, cancellations, and baggage policies.
• Handle passenger inquiries and resolve complaints in a courteous and efficient manner.
• Manage baggage check-in, ensuring proper tagging and compliance with weight restrictions.
• Assist passengers with special needs, such as unaccompanied minors, elderly travelers, or those requiring wheelchair assistance.
• Coordinate with other airline staff to ensure smooth boarding processes.
• Monitor and report any irregularities or issues to the appropriate departments.
• Maintain up-to-date knowledge of airline policies, procedures, and services.
• Promote additional services and products to passengers, enhancing their travel experience.
• Always ensure compliance with safety and security regulations.

Qualifications:

• A minimum high school diploma: a bachelor’s degree in a related field is advantageous.
• At least 1 year of experience in passenger service, preferably in the airline or hospitality industry.
• Proficiency in using computer systems and airline reservation software.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations and resolve conflicts effectively.
• Attention to detail and organizational skills.
• Knowledge of airline safety and security procedures.

Key Competencies:

• Passenger-focused with a commitment to providing excellent service.
• Adaptability and flexibility in a dynamic work environment.
• Problem-solving skills and the ability to think quickly on your feet.
• Team player with the ability to work collaboratively with colleagues.
• Professional demeanor and appearance.
• Fluency in English; proficiency in additional languages is a plus.

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