The Passenger Service Agent is responsible for delivering exceptional customer service to passengers at Orlando Sanford International Airport. This role includes assisting passengers with check-in, boarding, baggage handling, and addressing various passenger needs and concerns. The Passenger Service Agent ensures that passengers have a smooth and pleasant experience while complying with airport and airline regulations.
ESSENTIAL DUTIES:
- Customer Service:
- Assist passengers with check-in processes, including issuing boarding passes, tagging luggage, and handling special requests.
- Provide support to passengers with special needs, such as unaccompanied minors, elderly passengers, or those with disabilities.
- Address and resolve passenger inquiries, complaints, or issues promptly and professionally to ensure high levels of customer satisfaction.
- Operational Duties:
- Verify passenger identification and travel documents, ensuring compliance with airline and regulatory requirements.
- Manage and process baggage handling, including checking in, tracking, and resolving issues related to lost or delayed baggage.
- Facilitate smooth boarding procedures, including scanning boarding passes, managing boarding gates, and assisting with boarding priority.
- Information and Assistance:
- Provide accurate and timely information to passengers regarding flight schedules, gate assignments, and airport services.
- Assist passengers in navigating the airport, including directing them to gates, lounges, or other facilities as needed.
- Problem Resolution:
- Handle and resolve passenger issues or disruptions, such as flight delays or cancellations, with empathy and efficiency.
- Work closely with airline staff and other airport departments to address and resolve operational challenges affecting passengers.
- Compliance and Safety:
- Ensure adherence to all airport and airline policies, procedures, and regulatory requirements.
- Follow established safety protocols to ensure a safe environment for passengers and staff.
- Report any security or safety concerns to appropriate authorities.
- Documentation and Reporting:
- Maintain accurate records of passenger interactions, including incidents, complaints, and any unusual occurrences.
- Prepare and submit reports on daily passenger services activities, highlighting any significant events or issues.
- Team Collaboration:
- Work collaboratively with fellow team members and other departments to deliver efficient and effective passenger services.
- Participate in training and development programs to stay current with procedures, systems, and best practices in customer service.
EDUCATION:
- High school diploma or equivalent required; associate's or bachelor's degree in Hospitality, Aviation Management, or a related field preferred.
- Minimum of 1-2 years of experience in a customer service role, preferably in an airport or airline environment.
- Strong interpersonal and communication skills, with the ability to interact effectively with passengers, colleagues, and airline staff.
- Excellent problem-solving abilities and the capability to handle challenging situations with professionalism and sensitivity.
- Familiarity with airport operations, passenger services, and relevant regulations is a plus.
- Proficiency in using computer systems and standard office software.
- Flexibility to work various shifts, including nights, weekends, and holidays as needed.
- Must be able to pass a 10-year background investigation and have an excellent driving record
- Legally able to work in the US without sponsorship
KEY COMPENTENCIES:
- Customer Service Excellence
- Operational Efficiency
- Information and Assistance
- Problem Resolution
- Compliance and Safety
- Documentation and Reporting
- Team Collaboration
TOOLS AND EQUIPMENT USED:
Computer hardware/software, phones, other equipment
Compensation:
- Competitive salary commensurate with experience.
- Comprehensive benefits package including health, dental, and retirement plans.
This job description for the Passenger Service Agent at Orlando Sanford International Airport details the essential responsibilities, qualifications, and skills required for delivering high-quality customer service, ensuring a smooth passenger experience, and maintaining compliance with airport and airline policies.
