Job Purpose
\nEmirates connects the world to, and through, our global hub in Dubai. We operate modern, efficient and comfortable aircraft, and our culturally diverse workforce delivers award-winning services to our customers across six continents every day.
\nJob Purpose:
\nTo provide a quality service to customers in respect to check-in, boarding, special services, baggage services, ticket desk and Emirates Lounge as per the criteria set forth by the Company\u2019s commercial, safety and security policies, standards and procedures. Ensure all operational criteria are completed within specified time frames as per applicable procedures.
\nJob Outline:<\/p>\n
Identify and meet the standard and special service requirements of the customers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the customers are handled in a friendly and efficient manner.
\nAdhere to the internal operating boarding procedures by ensuring that laid down boarding priorities,\u00a0announcements, hand baggage removal, regular staff briefing and stationary\/equipment availability before\u00a0the flight. Post the flight, ensure flight coupon reconciliation and head count confirmation is in order to\u00a0assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards\u00a0and customer satisfaction.
\nGuide and advise team members to ensure that superior customer service levels are upheld and assist\u00a0the process of ensuring the safe and on-time departure of EK flights.
\nTo liaise and monitor the Emirates Chauffeur drive company on arrival and departure. Ensure eligible\u00a0customers are provided with this service on arrival and any customers that require assistance are met on\u00a0departure.
\nOversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and\u00a0assist customers with missing or damaged bags referring them to Emirates GHA to complete necessary\u00a0paperwork and follow up on missing bags for Premium customers ensuring customers are kept fully\u00a0informed.
\nTo monitor queues at check-in ensuring priority given to Premium customer card holders. To assist and\u00a0deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such\u00a0as, keeping customers informed of any delays, disruptions and denied boarding including the\u00a0implementation of the \u2018Options\u2019 scheme.
\nAssist with the preparation and completion of pre- and post-flight documentation and complete all relevant station statistical information and filing. \u00a0Ensure all safety instructions are complied with at all times and report any damage to aircraft, ULDS, immediately and assist with preparation of relevant reports.
\nCover the absence of check-in supervisor and prepare flight briefs regarding customer information ensuring that all staff, GHA, and service providers are fully aware of this information. \u00a0Ensure all operational areas are covered and that staff are aware of what is expected of them to ensure high levels of customer service.
\nSupport and cover the Emirates\u2019 Ticket desk functions and undertake ticketing\/reservation duties to ensure seamless service to customers. \u00a0Offer full range of Emirates\u2019 products and services to all customers to maximize ticketing revenue. \u00a0Issue tickets, EMD, EBT, make and amend reservations as and when necessary. \u00a0Re-issue and re-calculate fares for customers changing itinerary and make any additional collection as required. \u00a0Cary out credit card verification. \u00a0Complete daily ticket sales returns and assist with banking duties as required.
\nWhen required support duties in the Emirates\u2019 lounge. \u00a0Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards are met and maintained.<\/p>\n
Qualification
\nQualifications:\u00a0
\nMinimum O level or equivalent.
\nExperience:
\nAirport Operations and Passenger handling
\nMust have completed relevant and recognized professional training courses in customer services and handling, ground operations and reservations, fares and ticketing.
\nGiven the specific requirements at outstations, a minimum of 3 years\u2019 airline industry experience is required.
\nKnowledge\/Skills:
\nKnowledge of a departure control system and computerized reservation system.
\nKnowledge of check-in procedures.
\nCustomer service delivery.
\nFluent in spoken and written English and local language.
\nProficiency in Microsoft Office applications.
\nMust be able to live and work in Zambia.
\nSalary & benefits
\nCompetitive market-related salary
\nCompetitive market-related salary
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