Guest Services Agent

Location: Abu Dhabi
Company: Etihad Airport Services Ground (rebranded as Velora LLC)

Job Overview

Etihad Airport Services Ground, now operating under Velora LLC, is seeking dedicated professionals for the role of Guest Services Agent at Zayed International Airport.

This role is responsible for delivering exceptional customer service while ensuring smooth airport operations. As a Guest Services Agent, you will be the first point of contact for passengers travelling through the airport and will assist them throughout various stages of their journey.

The position involves handling passenger requests, answering enquiries, resolving complaints, and supporting airport operational activities such as check-in, boarding, and baggage handling. The role requires strong communication skills, problem-solving abilities, and the capability to work efficiently in a fast-paced airport environment.

Working in this position provides an opportunity to interact with travellers from around the world while supporting airline operations and maintaining high service standards.

Key Responsibilities

Airport Operations Support

• Perform a wide range of airport operational services including passenger handling, baggage handling, check-in, and boarding procedures.
• Assist with ticket verification and boarding pass screening to ensure smooth passenger processing.
• Support airport operational teams to ensure flights depart on schedule and services are delivered efficiently.
• Ensure all services are delivered according to safety regulations and operational standards.

Passenger Assistance

• Welcome passengers and provide assistance throughout their airport journey.
• Provide clear guidance to travellers regarding check-in, boarding gates, baggage services, and airport facilities.
• Assist passengers with special needs, families, and customers requiring additional support.
• Ensure a pleasant and professional experience for all guests travelling through the airport.

Collaboration with Handling Agents

• Work closely with ground handling agents to coordinate airport operations.
• Support the execution of passenger handling procedures to ensure smooth service delivery.
• Assist operational teams in resolving passenger-related issues during check-in or boarding processes.

Connecting Passenger Support

• Provide assistance to passengers with connecting flights.
• Ensure travellers receive accurate information regarding transfer procedures, gates, and schedules.
• Help passengers navigate the airport efficiently to avoid missed connections.

Coordination with Cabin Crew

• Communicate with cabin crew members to ensure smooth boarding operations.
• Ensure boarding procedures are completed on time and according to airline safety protocols.
• Support coordination between airport staff and onboard teams.

Security and Access Control

• Conduct initial security screenings where required.
• Ensure passenger access to restricted airport areas is properly monitored.
• Follow security procedures to maintain safe airport operations.

Customer Enquiries Handling

• Receive and respond to customer enquiries regarding airport services.
• Provide timely and accurate information to both internal and external customers.
• Ensure customer concerns are addressed efficiently and professionally.

Complaint Management

• Receive and analyse customer complaints.
• Resolve issues effectively to ensure customer satisfaction.
• Escalate complex complaints to supervisors when necessary.
• Track recurring complaints and highlight major issues to management.

Customer Support Services

• Assist passengers with a wide range of services according to company policies and procedures.
• Provide support related to baggage services, flight information, and airport procedures.
• Ensure customers receive assistance that meets operational and regulatory standards.

Escalation and Coordination

• Identify complex or specialised customer requests.
• Coordinate with relevant departments to resolve issues promptly.
• Ensure enquiries requiring technical support are directed to the appropriate teams.

Operational Improvement

• Work closely with supervisors to improve service delivery.
• Identify opportunities to improve airport operations and customer service processes.
• Provide feedback that supports continuous improvement initiatives.

Team Collaboration

• Communicate with internal teams to ensure consistent service standards.
• Coordinate with operational staff, supervisors, and airline personnel.
• Support the delivery of reliable and efficient customer service.

Compliance and Service Standards

• Follow established operational policies and safety procedures.
• Ensure compliance with airport regulations and risk mitigation measures.
• Maintain high standards of professionalism and service quality.

Proactive Service Delivery

• Perform assigned tasks and additional operational activities when required.
• Adapt to changing operational needs within the airport environment.
• Maintain a high level of customer service across all passenger interactions.

Education Requirements

Applicants must meet the following educational qualification

• Minimum High School Certificate or equivalent.

Experience Requirements

Candidates should possess the following experience

• At least 1 year of experience in a similar customer service or airport role.
• Experience in passenger handling, airport services, or hospitality environments is advantageous.

Skills and Competencies

The ideal candidate should demonstrate the following skills

• Excellent customer service and communication abilities.
• Strong problem-solving and conflict resolution skills.
• Ability to work in a fast-paced operational environment.
• Teamwork and collaboration skills.
• Strong attention to detail and operational awareness.
• Ability to remain calm and professional under pressure.

Work Environment

The role operates within the dynamic airport environment of Zayed International Airport. Employees may be required to work rotating shifts including nights, weekends, and public holidays to support airport operations.

Working in this environment requires flexibility, strong interpersonal skills, and the ability to interact with travellers from diverse cultural backgrounds.

About Etihad Airport Services Ground

Etihad Airport Services Ground is the official ground handling service provider at Zayed International Airport. The organisation manages a wide range of airport operations including passenger services, baggage handling, aircraft ground operations, and airline support services.

The company focuses on three primary operational priorities

• Safety and security in all operational activities.
• Delivering efficient and reliable airport services to airline partners.
• Providing a world-class customer experience to all passengers travelling through the airport.

Through its rebranding to Velora LLC, the organisation continues to expand its service capabilities while maintaining high operational standards and customer satisfaction.

Career Opportunity

Working as a Guest Services Agent offers valuable experience within the aviation industry. The role provides opportunities to develop skills in airport operations, passenger handling, and customer service while working in a global travel environment.

Employees may also have opportunities to progress into supervisory roles or specialised positions within airport operations and airline services.