Services Agent

Job Summary

The role involves providing a comprehensive escort service to VIPs, CIPs, Marhaba clients, Unaccompanied Minors, and passengers with special needs. This includes assistance with check-in, immigration, mishandled baggage, onward connections, reservations, and resolving issues such as misconnections, cancelled bookings, and improper documentation.

Accountabilities

1. Meet, greet, and escort passengers according to service standards to project dnata’s image as a service provider.
2. Monitor flight arrivals/departures and parking bays to promptly receive and escort passengers.
3. Issue revenue documents/service vouchers and update the system as per booking requests.
4. Assist the Sr Marhaba Service Agent in updating the database with service information and outstanding requests.
5. Resolve customer issues related to reservations, onward connections, visa formalities, etc.
6. Provide information on flight schedules, airline formalities, visa requirements, and more.
7. Monitor and report on the usage and condition of lounge items to ensure standards are maintained.
8. Attend and brief customers using lounge facilities on procedures and boarding.
9. Perform HB collection and EBT issuance at the gate for Customer Airlines.
10. Start activities on time, following allocation through RTC for prompt passenger interception.
11. Issue revenue documents, tally cash and EBT, and report sales to SMSA.
12. Discuss safety concerns openly and report them to the supervisor.
13. Comply with safety, quality, and environmental management policies and procedures.
14. Act as a role model for desired safety behaviors, wear appropriate PPE, and ensure safe work practices.

This position requires a strong focus on customer service, operational efficiency, and safety standards to ensure a positive passenger experience.