Passenger Services Agent

• Host our customer airline passengers and exercise flexibility to deliver a personalised and outstanding service
• Assist passengers as needed with check-in processes including support for passengers with special requirements such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance
• Deliver exceptional customer service to our customer airline passengers in the Lounge including welcoming, hosting, resolving issues, exploiting ancillary revenue opportunities and taking payment
• To assist transfer customers to meet their flight connections, making alternative arrangements as required
• To assist customers in the International Departures Lounge with any flight queries they may have, including support for any on-load or off-load issues
• To restore all mishandled baggage and lost property to customer airline passengers
• Record all information via PIR or direct entry into Bahamas system for lost and found bags including their contents with their value and basic claim
• Reunite passengers with lost / mishandled baggage via dispatch to their home address
• Arrange the disposal of unclaimed articles and storage of confiscated items in line with GGS and customer airline processes and procedures
• Processing and handling of excess baggage fees and payments from our customer airline passengers
• Handling of flight reservation changes and new reservation sales for our customer airline passengers
• Deal with difficult conversations tactfully and efficiently with offloaded, stand-by and other disrupted passengers
• helping to arrange hotel accommodation, re-routes as required and PIR completion
• Assist passengers at self-service check-in kiosks and to drop luggage at appropriate drop off point
• Inspect and verify passenger documentation such as passports, visas and ESTA
• To follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance to the regulations laid down by the ICAO and IATA
• Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraft
• To follow all GGS’ SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirements
• To forge professional and effective working relationships with own team, other GGS departments, supervisors, airline representatives, crew and their customers, in order to maintain and develop GGS’s reputation. To willingly share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved
• To consistently demonstrate a high standard of appearance and time keeping, to maintain the visual and professional status of GGS
• To complete any related tasks allocated by the Passenger Services Officers and Passenger Services Duty Managers

• Good communication and influencing skills, both verbal and written
• Ability to prioritise in a fast-paced environment and manage workload to deliver to tight deadlines
• Ability to clearly and accurately interpret and communicate relevant and information
• Ability to establish credibility quickly by building effective working relationships
• Resilient and tenacious
• able to pursue goals in the face of obstacles
• Strong team approach
• Pragmatic and solution focused
• Ideally you will be able to demonstrate previous ground handling experience or alternatively previous experience with the airline/travel industry
• A good working knowledge of Airlines and Airport Regulations
• Excellent customer service and communication skills
• Keyboard skills
• Must be flexible
• Must be able to obtain and retain a full airside pass including a satisfactory criminal record check

Knowledge of an additional European language would be desirable

• Overtime paid at time and a half during the week, and double time at weekends and Bank Holidays
• Access to discounted flights known as hotline fares, standby tickets and concessions with British Airways and other code share airlines
• If made permanent and after completing 1 full year of service, access to an Annual Bookable Concession flight of higher onload and cabin priority
• Health benefits including free winter flu jab and access to the HSF Health Plan
• Cycle to work scheme
• Free staff parking
• Discounts on public transport and airport food vendors
• A generous leave allowance, increasing annually for the first 5 years of employment
• Pension scheme