Passenger Services Specialist

**JOB DESCRIPTION**

Job title: Passenger Services Specialist

Reporting to: Duty Manager (PAX) and Airline Relation Manager (ARM)

Grade: GE 4

**Overall Responsibilities**:
Reporting to the Duty Manager (PAX) and Airline Relation Manager (ARM), you are responsible for providing overall day to day supervision and creating a pleasant experience for passengers’ departure.

**Duties & Responsibilities**:

- Utilizing the staff strength (staff deployment) to ensure that all the gate duties and check-in counters are fully optimized
- Ensuring each area is fully manned depending on operation requirement
- Brief the team of staff assigned to handle the flight on any special instructions issued for the flight and distributes the duties amongst them
- Conduct pre-flight briefing and ensure that his subordinates are conversant with the standing regulations and procedures. Ensure that each flight is handled according to precision timing.
- Assist and guide Passenger Service Associate (PSA) facing difficulty in handling passengers
- Conduct periodic reviews of rosters with teams to ensure optimal deployment and cross team supports
- Coordinate the supply and delivery of required airline stocks and supplies for operational use
- Provide periodic feedback to service crew provider on their crew performance to ensure the performance of service crew meets the service levels
- Counsel errant staff and respond to staff feedback and needs
- Ensure daily operational reports are submitted and follow up actions carried out
- Ensuring check-in counter queues are well managed
- Ensuring flight departure/arrival operations are smooth and OTP is not compromised
- Sort out discrepancies and last-minute requests at the counter and gate (e.g. duplicate check-in, immigration cases, seat duplication, missing passengers, upgrading and seat change, etc.)
- Process standby passengers, interline passengers, upgrading and other passengers that required special handling
- Ensure flight are finalized on time and all required APIS are sent
- 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
- Monitoring of gate departure
- Provide support and guidance to Gate staff during exception gate handling / disruption handling
- Responsible for housekeeping and cleanliness of the work area
- Ensuring staff complies with the company/airline regulations and to maintain discipline
- Perform administrative duties e.g. prepare and distribute General Declaration and Passenger Manifests, etc
- Adhere strictly to the grooming guidelines and be customer-centric
- In compliance with Personal Data Protection Commission’s regulations, PSSs 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 superiors.

**Key Attributes**:

- Minimum GCE ‘O’ Level or equivalent with minimum 3 years of aviation service industry experience
- Able to perform rotating shift work including weekends and public holidays
- Customer Oriented and a good team player
- Good computer skills (especially in Microsoft words and excel)
- Able to converse and write in English confidently
- Good people management skills