Summary of Duties: Provide customers with assistance in air transportation and other products and services offered by the company while ensuring compliance with company procedures, Federal Aviation Administration (FAA), U.S. Department of Transportation, and other applicable regulations.
Specific Tasks:
- Passenger Assistance: Provide exceptional customer service by assisting passengers with ticketing, checking-in, preparing load manifests, issuing boarding passes, boarding procedures, and handling any special requests or accommodations.
2. Flight Reservations: Manage flight reservations for passengers, ensuring accurate booking, modification, and cancellation of flight itineraries. Provide information on flight schedules, fares, and policies.
3. Ground Handling: Assist with ground handling operations, including marshaling aircraft, loading and unloading luggage, fueling, and preparing the aircraft for departure. Ensure all ground handling activities are performed safely and efficiently, following established protocols and regulations.
4. Flight Coordination: Coordinate with flight crew, ground and maintenance staff to ensure smooth and timely departure and arrival of flights. This may involve communicating any changes in schedule or flight status to passengers in a timely manner.
5. Baggage Handling: Oversee baggage handling procedures, ensuring that luggage is properly tagged, loaded onto the aircraft, and retrieved upon arrival. Handle any issues or complaints related to lost or damaged baggage with professionalism and efficiency.
6. Cargo Handling: Manage the loading, unloading, and secure handling of cargo. Ensure all cargo is properly documented, labeled, and stored in compliance with safety regulations. Coordinate with cargo handlers and ensure timely processing of cargo shipments.
7. Problem Resolution: Act as the primary point of contact for resolving customer inquiries, complaints, and issues. Utilize problem-solving skills and company policies to address customer concerns in a timely and effective manner, striving to ensure customer satisfaction and loyalty.
8. Safety Compliance: Maintain a thorough understanding of safety regulations and procedures, ensuring compliance with airline and aviation regulations at all times.
9. Communication: Communicate effectively with passengers, colleagues, and other airline personnel via phone, email, and in-person interactions to keep all parties informed of relevant information such as flight delays, flight changes, and other updates.
10. Sales and Promotions: Advise customers of additional services and special promotions, maximizing revenue opportunities for the airline.
11. Financial Transactions: Confer with the accounting department to determine charges for services requested, accurately process sales, collect payments, or arrange for billing as applicable. Ensure all financial transactions are handled accurately and in compliance with company policies.
12. Documentation and Reporting: Maintain accurate records of passenger interactions, flight data (flight following), and operational activities. Generate reports as needed for management review and analysis, providing insights and recommendations for improving customer service and operational efficiency.
13. Continuous Improvement: Proactively identify areas for improvement in customer service processes and procedures. Offer suggestions for enhancing the passenger experience, streamlining operations, and optimizing resource allocation to drive overall success for the airline.
14. Team Support: Collaborate with other customer service specialists, ground crew members, and airline staff to ensure a cohesive and efficient operation. Offer support and assistance to colleagues as needed, fostering a positive and productive work environment.
