The role of Passenger Service Agent at Ras Al Khaimah International Airport offers an exciting opportunity for individuals who are passionate about aviation, customer service, and airport operations. This position plays a vital role in ensuring a smooth, safe, and pleasant journey for passengers while maintaining high operational standards on both terminal and airside activities. If you are looking to build or grow your career in ground handling and airport services, this role provides excellent exposure and professional development.
Job Overview
As a Passenger Service Agent, you will work under the Ground Handling Department and report directly to the Terminal Supervisor. The position does not involve direct reports, but it requires strong coordination with multiple teams across terminal, ramp, and airside operations. Your primary purpose is to manage terminal operations, airside support, and the airport information desk in line with organizational standards to deliver a seamless customer experience.
Key Responsibilities and Duties
Passenger Service Agents are responsible for a wide range of operational and customer-facing tasks. These include:
- Providing passenger services in accordance with the Standard Ground Handling Agreement
- Carrying out passenger check-in, boarding gate operations, flight preparation, and load control duties as per shift allocation
- Managing passenger flow and queues across all processing zones
- Ensuring cleanliness and upkeep of terminal facilities at all times
- Making arrangements for PRM (Passengers with Reduced Mobility) and other passengers requiring special assistance
- Preparing charge notes as per published tariffs and handling cash collection when applicable
In addition to terminal duties, the role involves active participation in airside and ramp operations:
- Supervising baggage make-up areas and preparing manual Baggage Reconciliation Sheets (BRS)
- Supervising aircraft loading and offloading activities
- Meeting flight crew upon aircraft arrival as assigned
- Managing the passenger arrival process efficiently and professionally
- Coordinating ramp functions while ensuring strict adherence to safety and security standards, including FOD management and equipment pre-inspections
Customer Service and Coordination
A key aspect of this role is delivering exceptional service to all passengers, including VIP and CIP guests. Passenger Service Agents are also responsible for:
- Floor management and FIDS (Flight Information Display System) monitoring
- Coordinating trolley availability and movement
- Performing document checks and passenger profiling as per regulations
- Supporting emergency response awareness and coordination
- Managing porters, loaders, equipment operators, and cabin appearance staff
- Coordinating mishandled baggage cases and being familiar with WorldTracer systems
You will also assist the Passenger Services Supervisor with assigned duties and contribute to overall operational efficiency.
Skills, Competencies, and Qualifications
To succeed in this role, candidates should possess strong interpersonal and technical skills, including:
- Proficiency in MS Office and Excel
- Excellent customer service and problem-solving abilities
- Strong interpersonal communication and professional grooming standards
- Ability to learn quickly and apply procedures effectively
- Knowledge of weight and balance and DCS systems (considered an added advantage)
Educational and Experience Requirements:
- Graduate qualification with fluency in English (spoken and written)
- Strong written and verbal communication skills in English
- Knowledge of Arabic is an added advantage
- Prior experience with a reputed airline or ground handling agency is preferred
Physical and Work Requirements
Candidates must be medically fit and capable of working in an airport operational environment that complies with federal and international aviation laws. Applicants should be below 30 years of age as of 1 July 2024.
How to Apply
Interested candidates can apply online through the official application link provided below. Early application is encouraged due to the competitive nature of airport service roles.
This Passenger Service Agent position is an excellent opportunity to gain hands-on experience in airport operations while delivering world-class customer service in a dynamic aviation environment.
