Guest Experience Agent

Maximus Global Services•Atlanta, GA

17h•Onsite

About The Position

The Guest Experience Agent provides passenger check-in services while ensuring required security procedures are followed. The role delivers customer service, processes passenger luggage and baggage claims, and serves as a gate agent for outbound flights, including boarding passengers. The position is based inside an airport terminal and has no supervisory responsibilities. Workdays and shifts vary from Monday through Sunday to support customer service available 24/7. No travel is expected.

Requirements

High school diploma or GED.
Knowledge of computers and reservation systems, including Amadeus and World Tracer.
Exceptional customer service.
Successfully complete a background investigation as a condition of employment.
Read, write, and speak English.
Read, write, and/or speak at least one of the following languages: Hindi, Bengali, Marathi, Telugu, Tamil, Gujarati, Urdu, Kannada, Odia, Malayalam, or Punjabi.
Maintain relationships with employees and clients.
Adapt to last-minute schedule changes.
Effective interpersonal skills and the ability to deal professionally and effectively with personnel at all levels and the general public.
Ability to read and understand operating and airport procedures and instructions.
Ability to handle the pressure of working with a high-volume general public.
Follow grooming standards.

Responsibilities

Assist passengers at the front counter with check-in, tickets, reservations, flight information, and ticket-related travel problems using airline systems.
Check passenger baggage using the airline’s internal baggage system and assist with baggage claims for inbound and outbound flights.
Review travel documentation and follow applicable company, government, and security regulations.
Greet passengers and provide welcoming, excellent customer service.
Communicate effectively, address passenger concerns, and resolve issues.
Check in guests, verify documents, and ensure passenger details are accurate.
Multitask in a fast-paced environment while remaining calm and organized under pressure.
Maintain a safe and professional work area and take ownership of assigned duties.
Enter passenger data accurately into systems and maintain a professional appearance.
Follow standards and policies, take initiative, and pay attention to detail.
Issue boarding passes and baggage tags.
Serve as a gate agent for outbound flights, including boarding passengers.