DNATA
EMIRATES
JOB DESCRIPTION
Job Title : Senior Airport Services Agent
Department : Check In/Boarding, Hub
Control/Operations Control, STPC/Hotel, PRO,
Transfer Desk, Baggage services, Central Baggage
Tracing & Ramp Services- QTU (EKAS)
Job Number : ECG 21, 22, 23, 24, 26, 28 – 1196 Various
Reports To (Title) : Supervisor Airport Services
Grade:
EK.05
Reports To (Job No) : 1284
1. JOB PURPOSE
To provide quality service to EK, UL and Code share and passengers in respect to check-in, special services,
lounges, airport hotel and baggage services as per company’s commercial and safety standards and
procedures so that EK, UL and Code share passengers and their baggage are handled in a consistent and
efficient manner.
To raise mishandled baggage files, conduct primary baggage tracing in the World Tracer System, process &
finalise claims (for EK passengers) at Dubai airport in order to provide a quality service to EK and UL
passengers, whose baggage has been mishandled, so that their confidence is restored and their
inconvenience is minimised, through efficient service recovery.
2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)
General Accountabilities:
 Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer
satisfaction. Strive with your team to avoid complaints and earn compliments.
 Support, coach, empower, develop and motivate all team members, and peers, to build morale and ensure
excellent discipline and grooming standards. Be a Role Model for this. Encourage friendly and professional
multi cultural work environment.
 Encourage team members and peers to come-up with bright ideas and generate Service Improvement
Feedback (SIF). Be a role model for this.
 Identify and meet the standard and special service requirements of the passenger at check-in, transfer
desk, special services and boarding gates by adhering to the set service standards and procedures so that
the passengers are handled in a friendly and efficient manner.
 Acts as a mentor to Airport Services Agents and Assistants as and when required, in order to give them
confidence and to impart the knowledge and experience necessary for the Agents/Assistant to progress
within the Airport Services Organisation. Conducts performance reviews for the Airport Services Assistants
so that the review process is completed in a timely manner.
Transfer Desk
 Monitor the connecting load for each arrival flight and identify short connections using established indicators
in order to optimise service delivery and to co-ordinate & communicate with Supervisor and staff at transfer
desk as well as gates staff so as to ensure that all connecting passengers are able to travel on designated
flights as planned and their baggage is also connected on these flights.
 Liaise with ASO/SAS and monitor attendance in order to obtain updated information on the number of staff
available/reported as per roster. Plan the allocation of staff to each transfer desk according to the
operational requirements as well as rotation of staff between desks as per arrival schedules. In addition,
releasing staff to the boarding gates for assistance and for their breaks must also be planned and monitored
in co-ordination with the ASO/SAS.
 Monitor the Deportee Handling staff, EK Security offloading and JFK handling staff in order to check if any
additional help is required and any problems faced or may require authority from ASO/SAS.
 Monitor the security screening machines in order to ensure enough security points are open and manned by
the police to ensure smooth flow of passengers. Also allocate guiding staff to page for passengers and
clearing them through to the boarding gates. Inform HCC if any congestion situation is faced so the
boarding gates can be duly informed and also keep ASO/SAS in the loop so the issue may be escalated to
higher authority.
 Monitor any security removed items that may be received from the police and ensure these are dispatched
on the appropriate flight. Also, ensure that all FIMS, hotel ad telephone vouchers issued by staff in the shift
have been dispatched to the Revenue Office.
 Check on all counters and the serviceability of equipment, availability of stationery and overall organisation
of counters on a timely basis in order to be prepared for handling of regular transfer loads as well as
disruption situations.
Check-in
 Leads a team of Airport Services Agents (ASA) on all issues relating to check-in. Monitor, guide and advice
team members to ensure that superior customer service levels are upheld and assist the process of
ensuring the safe and on-time departure of EK flights as SOP processes.
 Monitor the Self Check-in Kiosks and ensure Passengers are briefed on the process and usage of the kiosks
 Analyse trends which are noted at the check-in area and highlight such trends to higher management
where applicable so that appropriate action can be initiated with suggested recommendations.
 Conduct shift briefings with team members to ensure that EK SOP’s are strictly adhered to. Use these
briefings to raise awareness levels among team members in an effort to minimise discrepancies and
possible customer complaints and maximise customer satisfaction.
 Get involved in On Job Training of new joiners and familiarisation of people new to the area. Act as a role
model, fulfilling the role of a ‘buddy’. Ensure new joiners are fully aware of EKAS standards and procedures
and guide them in using all available resources to find information and update their knowledge.
 Suggest feasible improvements to procedures based on observed trends and analysis.
F/J Lounge
 Ensure to be present at the lounge reception to welcome & greet passengers with a smile upon their swipein or swipe-out to/from the lounges at 100% of times. And provide personalised service of high standard to
VIP passengers through warm welcome, escort and effective Communication.
 Advice the passengers of facilities offered at the lounges and the boarding procedures of their flights,
including final calls announcements to be made at 100% of times.
 Ensure to keep good relations with airport authorities/ stakeholders such as immigration, police, EKFC
staff…etc in order to achieve the highest level of customer services for EK premium passengers at 100% of
times.
 Ensure to inform passengers in the lounges at Dubai airport of any changes of gates allocations.
 Ensure that the lounge system occupancy levels are monitored in order to divert loads to other lounges as
to avoid/ minimise customer’s inconvenience. Ensure to take the correct action in all cases of lounges
equipment failures, shortage of supplies and to report the details to the admin office and the supervisor.
 Report to the lounge SAS any outstation/Emirates, other discrepancies within 30 minutes of occurrence at
100% of times. And deal with all outstation inquiries in a timely manner at 100% of times.
 Provide lounge supervisor with the lounge shift utilisation report and access authority on time at 100% of
times.
 Ensure to apply the lounges check-list and monitor food display and service as indicated in lounges menu/
standards as well as the cleanliness of the service areas such as shower rooms, toilets , dining areas, spa at
the lounge and report any problems to the SAS/ASO or directly to EKFC duty manager at 100% of times.
 Suggest feasible improvements to procedures based on observed trends and analysis.
 Co-ordinate the flight disruption response/activity on the affected flight/s within lounges, compiling and
disseminating information to / from the hub control and any other departments within the airport. Apply the
established disruption or Down grading handling procedures in close co-ordination with the lounge officer,
supervisor and provide them with handling summary at regular intervals.
Airport Hotel
 Ensure to be present at the hotel reception to welcome & greet passengers with a smile on their arrival to
the hotel at 100% of times.
 Advise the passengers of the checkout time of the hotel and the boarding procedures of their flights at
100% of times.
 Ensure to keep good relations with the airport hotel staff, and other hotels in order to achieve the highest
level of customer services for EK passengers at 100% of times.
 Ensure to inform Emirates staff at arrival desk at Dubai airport of any changes of hotel allocations, 100% of
times.
 Ensure that the utilisation of rooms at the airport hotel is fully achieved before allocating rooms to other
hotels 100% of time.
 Report to the hotel SAS any outstation/Emirates, other hotels discrepancies within 24hours of occurrence at
100% of times.
 Deal with all outstation inquiries within 30mnts of receiving the inquiries at 100% of times.
 Ensure that all messages on the Queue, or by telex are dealt with within 20 minutes from time of receipt at
100% of times.
 Ensure to take the correct action in all cases of equipment failures, shortage of supplies and to report the
details to the admin office and the supervisor. This should be done at 100% of times.
 Provide ASO Hotel supervisor with the daily report of the utilisation of rooms on time at 100% of times.
 Ensure to check the cleanliness of the rooms at the airport hotel and report any problems to the hotel duty
manager, and inform Hotel SAS at 100% of times.
Public Relations
 Upon being informed of a customer falling sick and requiring hospitalisation ensure immediate follow-up is
commenced whilst ensuring baggage is collected and stored and that contact is made with relatives at the
down-line station or at the customer’s destination in a timely manner.
 In cases of customers requiring treatment use a degree of tact and diplomacy to make enquires relating to
their ability to fund this (either locally or abroad) with the aim of minimising the cost to Emirates.
 In cases of hospitalised customers travelling out of Dubai Airport act as the point of contact between the
relevant hospital and the Emirates Duty Doctor at the Emirates Clinic so that the customer’s fitness to fly
can be established as soon as possible to allow the customer to continue on their onward journey with
minimum inconvenience.
 Work with Visa Services and Central Services to assist the customer and/or hospital in any communication
which needs to take place between them and any external bodies e.g. Embassies and Consulates, so that
enquiries are addressed in a timely manner. Liaise with the Family Assistance Unit in situations where this
would be valued by the customer or by EKAS. When necessary prepare any relevant police and
immigration clearance letters.
 When customers require convalescing in Dubai ensure arrangements are made with relatives or at the
airport hotel. If this is not possible give consideration to other suitable locations being mindful of
minimising costs whilst ensuring a high standard of customer care is maintained.
 When the customer has been declared fit to fly make arrangements with reservation services for onward or
return travel. Ensure that all relevant documentation (e.g. MEDIF) has been obtained and forwarded to the
relevant parties.
 As delegated by the ASM (VIP) meet and greet VIP, CIP and any other high profile customers ensuring a
high quality and consistent customer experience.
 As delegated, accompany any high profile customers through their airport journey ensuring any issues
which arise are dealt with efficiently and to the customer’s satisfaction, ensuring the experience meets their
expectations and in doing so maintains a positive reputation for Emirates.
 Provide comprehensive assistance to high profile customers during times of disruption e.g. flight delays,
cancellations, misconnections etc and make decisions which are in the customer’s best interests and which
maintains a positive Emirates customer service experience.
 Throughout the high profile customer’s airport experience ensure communication is maintained with all
relevant units e.g. baggage services, SMNC, MAS (NCC), MAS (Operations) and ASM’s to ensure all parties
are kept informed of any customer handling requirements.
Baggage Services Area
 Greets passengers who have been directed to the Baggage Services Office, completes PIR
(Property irregularity Reports) in the World Tracer System, offers interim relief or Overnight Kit where
necessary and gives the passenger a wallet containing a copy of the PIR, Baggage Inventory Form (BIF)
and a contact number for their follow up enquiries.
 Contact Passenger on a daily basis to advise latest follow-up and ensure BIF is completed by the
passenger and handed over to EK Office within 48hours, system to be updated accordingly, so that the
passenger is satisfied that his/her needs are met.
 Conducts primary baggage tracing action in the World Tracer System, typically for the first 10 days after
the reported date of mishandling. Regularly liaises with CBTO staff for tracing matters and CASA in the
UAE at frequent intervals to apprise them of progress, so that they are reassured of EK’s concern for their
welfare.
 Completes PIR (Property Irregularity Report) for Damage & Pilferage cases and ensures that settlement is
made as per EK policy & procedures.
 Monitor and Control Call Centre Performance by effectively utilising the manpower and ensuring all the calls
received are attended.
 Proactively Trace all the unclaimed baggage (both tag & tag-less) in stores by effective use of all system
and ensure bags are dispatched to the passenger with minimum inconvenience.
 Provide Assistance to the Network by communicating and supporting in regards with lost baggage, Found
Property Items & Damage / Pilferage Queries.
 Proactive tracing, follow-up and regular update to passengers for all Mishandled Baggage Files created at
Dubai.
 Process the Passenger claims as per EK Claims Manual and ensure all the Files are settled within the
stipulated time by co-ordinating with Central Baggage Tracing, Accounts Department & communicating with
passengers to minimise the inconvenience caused.
Quick Transfer Unit & Ramp
 Responsible for monitoring flight build up as allocated by the Supervisors Airport Service- Ramp (SAS-R) in
order that the EK baggage are processed and loaded as required. Investigates red scanned bags on site and
ensure problem is resolved.
 Monitor activities to meet published loading procedures, alerts SAS-R when deviation occurs from instructions.
Monitor the preparation of ULD’s and loading Equipment Requirements and liaise with ULD units in order
that the EK requirements are met.
 Supervise Baggage Identification/Screening and sequence recording procedures before loading to ensure
security requirements is met. Also ensure that all transfer rush baggage are properly loaded on allocated
flights based on Forward Message (FWD) to unit the baggage with the passengers as soon as possible.
 Monitor the Loading Team and Equipment Operators allocation duties for the staff around the EK aircraft, or
Baggage Belts to meet Emirates service standards. Ensure the movement of locally prepared rush tags to the
make up area performed on timely basis to avoid short shipping as well as delivery to the arrival area for
proper despatch to passengers in Dubai.
 Ensures all safety instructions are complied with at all times. Reports any damage to aircraft or ULD’s
immediately. Prepares irregularity reports and dispatches relevant messages.
 Monitor the baggage build up process within the baggage halls and reconciles baggage with passenger by use
of BRS (Baggage Reconciliation System). Investigate and correct discrepancies that may occur.
 Generate reports highlighting drawbacks in operation and deviations from standard operating procedures as
well as providing recommendations to correct or improve the performance of the base and outstations.
Central Baggage Tracing Office
 To investigate all mishandling baggage claims network wide FTAR/FILES and forward cases to claims
department giving authority for settlement with-in the set time limit of 10 days only once all tracing
efforts are exhausted and bag definitely declared lost.
 Maintains records of unclaimed bags through out the EK network by ensuring stations despatch these
bags to base (DXB) within the stipulated time period of 05 days to be reactivated for tracing.
 Reviews delay /missing / on hand baggage files through SITA telexes, World Tracer action file and e-mails
on a daily basis and updates, creates and restores files for secondary tracing and matching process, so
efforts to maximise baggage recovery are maintained.
 Produce and maintain log of standardised letters sent to individuals whose address may be found on or in
unclaimed bags to find a claim, uniting bag to owner, thus avoiding loss of revenue by way of monetary
settlement for claims raised with EK or interline cases.
 Interrogates World Tracer system on a daily basis to monitor the activity of Emirates stations and other
airlines in order to identify possible matches, so that such bags are dispatched to the claiming station
expeditiously. Acting as a focal point for stations to refer all baggage related discrepancies to be resolved.
 Monitor EK network stations, to ensure strict compliance of agreed and published mishandled baggage
tracing and handling procedures to maintain EK set standards, thus highlighting adverse trends to A/p
services baggage tracing officer so that remedial action is taken.
3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS

O levels

Proficiency in spoken and written English. Command over spoken and written Arabic preferable

Evidence of behavioural skills outlined on ASA G5 Behavioural Contract

3 years experience in a customer service role, out of which at least a year in Airport Operations of a
leading airline

Ability to effectively manage mishandled services, including service recovery situations with customers

For Baggage Services preferable to have had exposure to Baggage Claims procedures & working
knowledge of World Tracer
4. CRITICAL COMPETENCIES (MAXIMUM OF 6)

Leadership

Interpersonal Ability

Organising for results

Initiative & Commitment to Achieve

Customer Service Orientation

Professionalism