Airport Passenger Services Aide

Overview

NATURE OF WORK:
This is an entry-level customer service position assisting passengers requiring wheelchair assistance to/from assigned gate (Wheelchair/Skycap). This job encompasses assistance to the departure gate, baggage claim area, and common areas of the airport. The position requires carrying personal items of passengers and working in a fast-paced environment with time constraints to meet arrival and departure goals. A professional and positive image must be consistently displayed by the employee.

The position reports to the Airport Customer Service Coordinator.

The following responsibilities were developed through a job analysis; it is not exhaustive and other duties may be required and assigned.

• Assists passengers through arrival and check-in processes.
• Provides support for passengers with special needs such as unaccompanied minors (UM), VIP passengers, and passengers needing wheelchair assistance.
• Checks to ensure wheelchairs, strollers, and gate-checked bags are available for loading upon departure and delivery to passengers upon arrival.
• Assists passengers with their personal needs.
• Lifts bags up to 50 lbs to assist baggage handling and passenger needs.

• Knowledge of Montgomery Airport and various airline policies and procedures.
• Knowledge of personal standards regarding dress, language, personal hygiene, attendance, and attitudes toward the public.
• Knowledge of courtesy and etiquette when interacting with the public and co-workers.
• Knowledge of available services to fulfill passenger needs and preferences.
• Knowledge of authority limitations in addressing and resolving customer complaints.
• Ability to identify and adapt to work conditions, rules, regulations, and relationships with others to maintain an efficient organization.
• Ability to read written sentences and paragraphs to research airline procedures, local directions, and patron requests/questions.
• Ability to communicate orally and in writing with individuals from varying backgrounds to understand requests and provide instructions and information concerning airport services.
• Ability to translate boarding passes, flight plans, itineraries, and standard flight codes as needed to assist customers.
• Ability to convey information concisely without losing necessary detail.
• Ability to understand spoken instructions or procedures provided by supervisors or others.
• Ability to interpret and implement management instructions.
• Ability to express apologies or explanations for inconveniences to others.
• Ability to use appropriate timing, tact, and discretion in communicating with passengers and the public.
• Ability to coordinate work with others through conversation and discussion where effectiveness depends on understanding others.
• Ability to analytically determine customer needs and provide appropriate assistance.
• Ability to establish and maintain effective working relationships with others.
• Ability to work effectively with others in stressful situations.
• Ability to work without close supervision.

Must be willing to work nights, weekends, and holidays.

• Entry level

• Part-time

• Sales, General Business, and Education

• Wireless Services, Telecommunications, and Communications Equipment Manufacturing

Referrals increase your chances of interviewing at Montgomery Regional Airport (MGM) by 2x