Passenger Service Representative I Job Description Sample

Hallmark Aviation Services is seeking a professional Airline Passenger Services Supervisor for a Prestigious Korean Airline. The Supervisor assists the Account Manager with the airline operational and administrative processes while coordinating with the airline to meet high quality standards.

DEPARTMENT: San Francisco, CA (SFO)

REQUIREMENTS AND SKILLS NEEDED:

Proven LEADERSHIP abilities and ORGANIZATIONAL skills

Experience with coaching and counseling employees

Self-driven focus on Customer and Client satisfaction

Ability to excel under pressure of meeting extreme deadlines

Able to communicate effectively, both verbally and in writing

Able to solve daily problems and make quick decisions within the operation

Minimum 2 yrs Airline Experience preferred

Flexible and able to promote positive attitudes from subordinates

Computer Software (Word & Excel), typing, and ticketing experience

Able to work varied hours

SPECIFIC DUTIES INCLUDE:

Provide hands-on supervision of the staff

Provide direct customer relations support

Ensure that account operates according to schedule and service level agreements

Handle discipline and motivation issues

Enforce safety, security, and grooming standards

Completing daily reports

Essential Requirements:

PREVIOUS AIRLINE EXPERIENCE

At least 18yrs old, with a High School Diploma or G.E.D.

English proficient, other languages may be required

Basic Math Skills:
Adding, Subtracting, Division, and Multiplying

Computer Literate

Able to stand, bend, squat, reach, grasp and pick up items; occasional lifting up to 70lbs

Reading & comprehension of reference materials, instructions, policies & procedures

Valid US work authorization

Professional demeanor and exceptional presentation

Flexible schedule & availability

Background Check, Fingerprinting required

Drug Screen required on day of hire

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Long periods of sitting

• Continuous typing and PC usage

• Continuous interaction with agents, load control and management

• Constant telephone and radio usage

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Airport Station

• Moderate Noise level to occasional jet noise

• Stressful and fast paced environment

• Repetitive motion involving PC Keyboard

• Long hours of reading a PC Monitor

Required Skills

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Required Experience

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Responsible for coordinating passenger service related activities.

Computerized check-in of passengers for international and domestic travel.

Designate seat assignments.

Verify documentation for international and domestic flights.

Ensure correct boarding passes are provided to each passenger for the assigned charter flight.

Verify ticket and seat reservations.

Match manifest to on-board count

Assist with various governmental agency requirements.

Connect and disconnect Jet way/stairs as necessary.

Announce arrivals and departures as necessary.

Assists with baggage tagging and bagging claim reports.

Maintain current knowledge of all flight times during shift.

Provide information to customers.

Maintain liaison with Airlines and Customer Representatives and Ground Handlers.

Comply with the Location's attendance/tardiness standards.

RequirementsMust be 18 years of age;

Must have a High school diploma, GED or six months' work experience as Passenger Service Agent;

Ability to proficiently read, write and speak English;

Excellent communication skills;

Able to remain calm and efficient under pressure;

Must have current driver's license with no violations over the past 5 years

Competent in handling difficult situations;

Advanced computer skills

Able to continuously lift/move/push 70 lbs.

Must pass pre-employment drug test.

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Passenger Service Agents

Our Passenger Service Agents are the people responsible for providing a friendly and courteous service at the International Airport of Tocumen. The Copa Airlines Passenger Service Agent is a vital pillar in our organization, since he ensures the punctuality and safety of the flights in transit through the Hub of the Americas.

Requirements

• Focus on customer service

• Advanced English

• Proactivity

• Intermediate skills of MS Office

• Problem-solving abilities

• Ability to work under pressure

• Availability to work on a rotating shifts schedule

Selection process

The selection process for the Passenger Service Agents includes the following steps:

• Interviews with Human Resources

• Interviews in the area of Passenger Service

• A 24-day training session at the International Airport of Tocumen

It is essential to successfully pass each step, so that the candidates will have the essential tools to start their work as Copa Airlines Passenger Service Agents.

• Information available only in Spanish.

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• Requirements for First Officer

• Requirements for Crew member

• Requirements for executives

• Electronic check-in of passengers for domestic and international travel.

• Verification of documents for international and domestic flights.

• Assign passenger seats.

• Ensure correct boarding passes are provided to each passenger for the assigned flight.

• Verify ticket and seat reservations.

• Match manifest to on-board count.

• Announce arrivals and departures as necessary.

• Provide information to passengers/customers as requested.

• Connect/disconnect Jetway/stairs as necessary.

• Assist with baggage tagging and baggage claim reports.

• Maintain current knowledge of all flight times during designated shift.

• Maintain liaison with Airlines, Customer Service Representatives and Ground Handlers.

• Perform other duties as assigned

ESSENTIAL JOB FUNCTIONS

The following functions may be performed in variable weather and environmental conditions such as jet engine fumes, dust or jet engine noise. Must have ability to:

• Regularly stand, walk, use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

• Regularly lift and/or move up to 50 pounds.

• Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

• Read, write and fluently speak and understand the English language.

• Read and comprehend simple instructions, short correspondence and memos.

• Write simple correspondence.

• Effectively present information in one-on-one and small group situations to customers, clients and employees.

• Apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

• Deal with problems involving several concrete variables in standardized situations.

• Wear uniform and insignia as prescribed by the Company.

• Report to work in a regular and timely basis.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

High school diploma or general education degree (GED) plus three (3) to six (6) months related experience and/or training, or equivalent combination of education and experience. Good communication and customer service skills needed. Work effectively under pressure. Ability to learn and apply computer skills. Must successfully complete Company's PST program.

Equal Opportunity Employer M/F/Disability/Vet

SUMMARY: Overseeing passenger services station operations including but not limited to ticket counter and gate, lounge, primary customer service and liaison, and identification of new business opportunities.

ESSENTIAL DUTIES AND RESPONSIBILITIES - include the following. Other duties may be assigned.

• Understand contract requirements and customer expectations.

• Thorough knowledge base of budgetary responsibilities and financial responsibilities.

• Provides reports on the budget and sales activities.

• Serves as a point of escalation for issues or activities that the customer encounters and expedites resolutions.

• Determine and maintain the necessary and appropriate amount of personnel and equipment necessary to fulfill these requirements.

• While understanding the work requirements, plan and organize the most efficient use of resources to meet these requirements through development and analysis of employee and equipment work schedules.

• Direct and manage employees and equipment to efficiently complete the tasks within established company standards. This is achieved through disciplined following of work schedules in line with established company standards.

• Know company policies and interpret manuals in order to relate the interpretations to subordinates.

• Monitor and/or conduct required training of personnel.

• Conduct employee performance evaluations.

• Provide employee counseling and discipline as needed.

• Be responsible for the security of company funds, supplies and equipment.

• Be responsible for insuring compliance with established company safety policies and procedures.

• Maintain working relationship with customers and provide prompt response to service requests.Requirements ● ExigencesMINIMUM REQUIREMENTS:

• Must be at least 18 years of age.

• Must possess at least a High School Diploma / GED equivalent.

• Must be able to pass a drug test/ background check and be able to obtain airport security clearance.

• Must posses a valid driver's license and provide a Motor Vehicle Record/ MVR. (Varies by Airport.)

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 70 pounds.

• Must be able to stand, lift, bend, push and pull for an extended time.

• Must be willing to work in all types of elevated noise levels within the airport environment.

BACKGROUND QUALIFICATIONS:

• Three years' progressive management experience including customer service.

• Knowledge of applicable FAA regulations, including standard security program and OSHA regulations or Bachelor's Degree in business.

• Must be flexible to work various shifts, weekends, or irregular shifts.

• Excellent computer skills.

LOCATION/SPECIFIC WORKING HOURS:

• • Specific shifts to be determined

• Must be able to work extended hours on short notice during non-routine operations

• Some travel required

M/F Disabled and VET EEO/AA EMPLOYER

Responsible for coordinating passenger service related activities. Computerized check-in of passengers for international and domestic travel.

Designate seat assignments. Verify documentation for international and domestic flights. Ensure correct boarding passes are provided to each passenger for the assigned charter flight.

Verify ticket and seat reservations. Match manifest to on-board count Assist with various governmental agency requirements. Connect and disconnect Jet way/stairs as necessary.

Announce arrivals and departures as necessary.

Assists with baggage tagging and bagging claim reports. Maintain current knowledge of all flight times during shift.

Provide information to customers. Maintain liaison with Airlines and Customer Representatives and Ground Handlers. Comply with the Location's attendance/tardiness standards.

RequirementsMust be 18 years of age;

Must have a High school diploma, GED or six months' work experience as Passenger Service Agent;

Ability to proficiently read, write and speak English;

Excellent communication skills;

Able to remain calm and efficient under pressure;

Must have current driver's license with no violations over the past 5 years

Competent in handling difficult situations;

Advanced computer skills

Able to continuously lift/move/push 70 lbs.

Must pass pre-employment drug test.

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An Agent Passenger Service performs all aspects of airport and passenger service functions including: making reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, checking baggage, collection of excess baggage charges, providing passengers with general travel information; meets aircraft at gate or loading area, performs duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, checks passenger ticket for validity and lifts appropriate coupon, completes all necessary arrangements for accommodating passengers holding reservations, standbys and their luggage, determines flight close-out time and prepares, completes and checks various flight forms for accuracy, invalidates tickets and completes post-departure procedures; performs lost and found activities, initiates tracing procedures for lost passenger articles, keeps owner informed of progress of search and returns found articles to customer, processes claims for damaged or lost baggage and personal articles and makes on-the-spot settlement of minor claims, forwards reports on larger claims to proper Company personnel, prepares and maintains required records and reports of lost and found activities; receives airfreight shipments, establishes acceptability, determines routing, classifies, computes rates and other tariff charges and collects payments, prepares routing data, carrier releases, transfer manifest drayage documents and various domestic and international forms, maintains inventory and records of shipments accepted, warehoused, dispatched and delivered to customers; and other duties and functions related to the foregoing as directed by management. Remain cognizant of WFS staff, security contractors, and visitors' activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS whistleblower program.

Required Skills

Twist, turn, stoop, bend, reach, and grip while checking baggage throughout an eight hour shift.

Ability to stand and walk for an eight hour shift.

Hear and respond to customers.

Ability to speak and be understood in giving directions/information to passengers.

Tolerate and answer repetitious questions from customers in a friendly, outgoing manner.

Ability to count money.

Ability to lift up to 70 pounds (31.9kg).

Ability to judge distance.

Must be willing to wear uniform and insignia as prescribed by the Company.

Personal appearance and grooming that will present a favorable corporate image.

Reports to work on a regular and timely basis.

Required Experience

High school diploma or equivalent preferred. Computer experience necessary.

Demonstrates qualities of leadership, initiative, and judgment. Excellent interpersonal and communication skills required. Must have ability to work under pressure.

Must be able to lift up to 70 pounds (31.9kg). Ability to work weekends (ie. Friday, Saturday, Sunday), holidays, and days off. Must be able to read, write, speak and understand the English language. May be necessary to speak other language(s), in addition to English, depending on customer contract.

An Customer Service Agent performs all aspects of airport and passenger service functions including: making reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, checking baggage, collection of excess baggage charges, providing passengers with general travel information; meets aircraft at gate or loading area, performs duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, checks passenger ticket for validity and lifts appropriate coupon, completes all necessary arrangements for accommodating passengers holding reservations, standbys and their luggage, determines flight close-out time and prepares, completes and checks various flight forms for accuracy, invalidates tickets and completes post-departure procedures; performs lost and found activities, initiates tracing procedures for lost passenger articles, keeps owner informed of progress of search and returns found articles to customer, processes claims for damaged or lost baggage and personal articles and makes on-the-spot settlement of minor claims, forwards reports on larger claims to proper Company personnel, prepares and maintains required records and reports of lost and found activities; receives airfreight shipments, establishes acceptability, determines routing, classifies, computes rates and other tariff charges and collects payments, prepares routing data, carrier releases, transfer manifest drayage documents and various domestic and international forms, maintains inventory and records of shipments accepted, warehoused, dispatched and delivered to customers; and other duties and functions related to the foregoing as directed by management. Remain cognizant of WFS staff, security contractors, and visitors' activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS whistleblower program.

Required Skills

Twist, turn, stoop, bend, reach, and grip while checking baggage throughout an eight hour shift.

Ability to stand and walk for an eight hour shift.

Hear and respond to customers.

Ability to speak and be understood in giving directions/information to passengers.

Tolerate and answer repetitious questions from customers in a friendly, outgoing manner.

Ability to count money.

Ability to lift up to 70 pounds (31.9kg).

Ability to judge distance.

Must be willing to wear uniform and insignia as prescribed by the Company.

Personal appearance and grooming that will present a favorable corporate image.

Reports to work on a regular and timely basis.

Required Experience

High school diploma or equivalent preferred. Computer experience necessary.

Demonstrates qualities of leadership, initiative, and judgment. Excellent interpersonal and communication skills required. Must have ability to work under pressure.

Must be able to lift up to 70 pounds (31.9kg). Ability to work weekends (ie. Friday, Saturday, Sunday), holidays, and days off. Must be able to read, write, speak and understand the English language. May be necessary to speak other language(s), in addition to English, depending on customer contract.

We believe that true excellence is only delivered by people with the knowledge, tools and passion to set standards rather than chase them. Do you catch yourself searching the sky when you hear an airplane flying overhead?

Embrace your passion for aviation and let your career take off with Menzies Aviation. As a leading global provider of Passenger Services, Ramp Handling, Cargo Handling, Technical Support and Fuelling services, we provide a range of career opportunities. View our video to see how members of our leadership team started their careers with Menzies Aviationhttps://youtu.be/O-EYcIUrOks

View our Passenger Services Agent video here:https://youtu.be/BZpbmlbdAtk

As a member of our passenger services team you will be assisting passengers and their property to arrive safely at their destinations. Since you will be in a public facing role and because we want to ensure that you always look your very best when interacting with our customers, you will be issued with a company uniform. You will be expected to always wear your uniform and to keep it neat and clean.

You will be responsible for assisting our passengers at ticket counters to ensure they are properly checked in as well as their luggage. You will also assist in the gate area where passengers' documents need to be verified prior to boarding their aircraft. Other responsibilities in the gate area include making announcements, checking baggage, and assigning seats.

You may be required to drive and operate small specialized commercial vehicles at times and as such you will require a valid driver's license with a clear driving record.

You will need to be able to perform simple mathematical functions such as adding, subtracting, multiplying, and dividing as you will need to interpret aircraft weight and balance loading instructions, hazardous material, identification labels, aircraft loading manifests, and baggage and cargo routing tags. You and your team will be required to maintain a safe and secure work environment, in accordance with local health, safety, and security policies and procedures.

We cross-train our employees so you may be expected to work in other areas of the operation. While previous experience may be beneficial, it is not required as we provide classroom and on the job training to ensure you are fully trained for your new position prior to starting.

Requirements

To be part of our high performing team, you will need to be at least 18 years of age, be able to speak, read and write in English proficiently and have authorization to work in the US. Computer skills are required as you will be using computer based systems to perform your primary job duties.

All airport staff working airside must be badged by the relevant airport authority. In order to obtain an airport identification badge with a customs seal, you will need to pass all FBI and other background checks.

We take the safety of our staff, customers and passengers seriously and as such, you will have to be willing to submit and pass a drug and physical abilities test. You will be handling passenger's luggage which will require you to lift and move up to 70lbs.

The job is primarily done indoors but at times you will be required to work outdoors. A flexible schedule is needed due to the ever changing airline schedules.

Apply now to join the Menzies team – a team that delivers excellence from touchdown to take-off

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