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Based
in Dubai, the Emirates Group is a highly profitable business with
a turnover of approximately US$18.4 billion and over 50,000
employees. The Group comprises of dnata, one of the largest air
services provider globally and Emirates airline, the Group’s
rapidly expanding and award-winning
international carrier. Currently,
Emirates flies to over 125 destinations across 6 continents on a
modern fleet of 180 wide-bodied aircraft.
Job Title: Ticket Desk Agent
Job Purpose
- Ensure a high standard of Customer Service is maintained at
all times and be able to project the EK image at all times by
being fully conversant with EK ticketing and fares procedures;
responding to customer queries; complaints and claims in an
efficient and timely manner in order to restore passenger
confidence.
- Make/amend reservations as and when necessary, handle
rebooking of flights accommodation and re-issuing tickets and
issuance of FIMs in the event of disruptions for EK and other
airlines.
- Recalculate fares for passengers changing itinerary; making
additional collection as required; completing daily ticket
sales returns and ensuring monies are banked.
- Monitor both inbound and outbound transfer passengers. Make
arrangements to expedite their journey through the airport.
Compile various statistics on transfer numbers and provide
daily shift reports.
- Undertake Check-in for transfer passengers at the Transfer
Desk. Allocate seats process transfer baggage requirements and
ensure visas and other documentation is in order for travel.
- Assist other Airport Services team members as and when
required and undertake various administrative functions and
other duties as directed from time to time by the Airport
Services Manager and Ticket Desk Supervisor.
- Deal with problems arising such as delays; disruptions;
excess baggage or denied boarding; including implementation of
the ‘Options’ Scheme; in order to retain customer confidence
and loyalty.
- Ensure expenditure on meals and accommodation for transfer
or delayed passengers are in accordance with company
procedures.
- Ensure the expeditious and accurate completion of all
documentation including tickets; MCOs; Excess baggage tickets;
PTAs; DSR’s etc
Qualifications & Experience
- High school level of education or equivalent
- Must have good customer service and interpersonal skills;
and the ability to work under pressure.
- Fluent in written and spoken English.
- Knowledge of Reservations and Ticketing (preferably with
some airport experience).
- Completed basic courses in MARS Reservations and Fares and
Ticketing.
- A working knowledge of Departure Control Systems (DCS)
Job Title: Supervisor Airport Services
Job Purpose
- Deploying available Emirates resources to best advantage in
order to satisfy passenger and operational requirements arising
during each duty period.
- Investigating and responding to queries, complaints and
claims received from various Head Office Departments or
passengers direct, in an efficient and timely manner in order
to restore passenger confidence.
- Dealing with problems arising such as delays, disruptions,
excess baggage or denied boarding including implementation of
the ‘options’ scheme, within the guidelines provided by the
Airport Services Manager in order to retain customer confidence
and loyalty.
- Ensuring that Ground Handling Agent and other suppliers are
fully briefed regarding EK requirements and that they deliver
them in a timely and efficient manner so that the service
handling proceeds smoothly and Emirates passengers’
expectations are met or exceeded.
- Other duties as directed from time to time by the Airport
Services Manager or Senior Airport Official on duty e.g.
assistance with Immigration Fines (where appropriate), in order
to meet the needs of the operation.
Qualifications & Experience
- Educated to ‘A’ level standard or equivalent.
- Should have a working knowledge of Departure Control
Systems (DCS)
- Fluent spoken and written English.
- Must have good interpersonal skills and a pleasant outgoing
personality.
- Minimum 5 years experience in Airport Ground Handling, with
at least 2 years experience as a senior station assistant and
with proven ability or aptitude to lead a team.
- Must have completed relevant professional training courses.
(Advanced courses in Passenger Services, Reservations &
Ticketing, Ground Operations & Cargo, Weight and Balance,
Baggage Services & Claims and Behavioral Skills etc.)
How to Apply
Interested and suitably qualified candidates should
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Apply