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**JOB DESCRIPTIONJob title**: Passenger Service AssociateReporting to: Duty Manager (PAX) and Passenger Service Specialist (PSS)Grade: GE 3Overall Responsibilities: Reporting to the Duty Manager (PAX) and Passenger Service Specialist (PSS), you are responsible for creating a pleasant experience for passengers’ departure.Duties & Responsibilities:
- Take charge of flight assigned
- Report to the PSS for pre-flight briefing on any special instructions issued for the flight and specific duties assigned to him/her
- Ensure the flight number, destination and departure time are displayed correctly
- Process documentation for departing passengers according to set procedures and handle the passengers in a polite and friendly manner
- Ensure that passengers have the necessary travel documents, passports and ticket validity checks carried out before passenger acceptance
- Account for the passengers as they proceed into the gate hold-room, verify their boarding pass against passport and ensure they are at the correct flight gate
- Liaise with the cabin crew for boarding, and ensure passenger flow is regulated
- Handle difficult passengers tactfully, including those on standby and refer them to the PSS or DM if they are beyond his/her ability to handle effectively.
- Provide aid as and when required to e.g. WCHR, invalids, MEDA, UM, YPs, and other passengers who requiring special attention.
- Guide delayed passengers for meals at transit restaurants or clear CIQ to coaches bound for hotel.
- Process standby passengers, interline passengers, upgrading and other passenger that required special handling
- Assist and guide passengers on the use of Self-Service Kiosk and Auto Bag Drops
- Perform administrative duties e.g. sort out / action telexes, send delay messages for misconnected passengers, prepare and distribute General Declaration and Passenger Manifests; etc.
- Responsible for housekeeping and cleanliness of the work area
- Do full counter sweep of boarding passes and baggage tags at the end of flight/ day
- Ensure all balance boarding passes and baggage tags are to be retrieved from all check in counters at the end of the flight / day
- To perform service desk duties when assigned (e.g. Ticket sales, excess baggage payment collection, collection of rebooking fees)
- Ensure the Sales tally against the transactions by the end of the shift
- Ensure all records and documentation at Sales Desk are kept in good order
- Adhere strictly to the grooming guidelines and be customer-centric
- In compliance with Personal Data Protection Commission’s regulations, PSA are to ensure that all flight related printout, documents or forms containing passenger(s)’ names and other information is not made accessible to public which may result to leakage of passenger’s personal data. These forms should be disposed into the document disposal waste bins (800 Super Waste) at designated operations offices
- Perform any other duties as assigned by his/her superiors.Key Attributes:
- Minimum GCE ‘O’ Level or equivalent
- Able to perform rotating shift work including weekends and public holidays
- Customer Oriented and a good team player
- Comfortable with using computer
- Able to converse and write in English confidently
- Good people management skills
Not Specified
