Passenger Service Agent
About The Position
The Passenger Service Agent provides passenger check-in services while ensuring security procedures and applicable regulations are followed. The role assists passengers with tickets, reservations, flight information, travel documentation, baggage, and baggage claims, and serves as a gate agent for outbound flights, including boarding passengers. The agent provides welcoming, effective customer service, communicates clearly to resolve concerns, enters passenger information accurately, and maintains a safe, professional environment while following company standards and policies. This role works inside an airport terminal and has no supervisory responsibilities. Workdays and hours vary from Monday through Sunday, with different shifts to support customer service 24/7. The position may be full-time or part-time. No travel is expected. The work is very active and involves standing or walking constantly for up to an entire shift on tile, concrete, or carpet. The employee may occasionally bend or twist at the waist, knees, or neck; push and pull while performing duties; and lift or move up to 70 pounds or more. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
- High school diploma or GED.
- Computer and reservation system knowledge in Amadeus and World Tracer.
- Exceptional customer service.
- Successfully complete a background investigation as a condition of employment.
- Ability to read, write, and speak English and Spanish.
- Flexibility and ability to adapt to last-minute schedule changes.
- Effective interpersonal skills and ability to deal professionally with all levels of personnel and the general public.
- Ability to read and understand operating and airport procedures and instructions.
- Ability to handle the pressure of working with high volumes of the general public.
- Ability to stand for long periods and interact with large crowds.
- Attention to detail.
Responsibilities
- Assist passengers at the front counter with check-in.
- Use the airline system to issue tickets, create or change reservations, provide flight information, and resolve ticket-related travel problems.
- Check in 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, security, and airport procedures.
- Greet passengers and provide excellent customer service so they feel welcome and supported.
- Communicate effectively to address concerns and resolve issues.
- Check in guests, verify documents, and ensure details are accurate.
- Multitask efficiently while staying calm and organized in a fast-paced environment.
- Take ownership of the assigned area and maintain a safe, professional environment.
- Enter passenger data accurately and maintain a professional appearance.
- Follow standards and policies and take initiative in performing duties.
- Issue boarding passes and baggage tags.
- Maintain relationships with employees and clients.
- Follow grooming standards.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
