Senior Airport Services Agent

About the role

The Senior Airport Services Agent ensures high‑quality service for Emirates passengers at Phuket Airport, covering check‑in, boarding, baggage handling, ticketing, and lounge operations. The role combines direct customer interaction with supervisory duties to meet Emirates' commercial, safety and security standards.

Key responsibilities

• Manage check‑in, transfer desk, special services and boarding gate operations, adhering to service standards and procedures.
• Oversee boarding procedures, including priority announcements, hand‑baggage removal, staff briefings and equipment readiness.
• Reconcile flight coupons and head‑counts post‑flight to support on‑time departures.
• Guide team members to maintain superior customer service and safe flight departures.
• Liaise with the Emirates Chauffeur drive company to provide eligible customers with arrival and departure assistance.
• Monitor baggage hall arrivals, prioritize premium bags, and assist customers with missing or damaged luggage.
• Control queues at check‑in, giving priority to Premium card holders and handling excess baggage or visa issues.
• Communicate delays, disruptions, denied boarding and implement the ‘Options’ scheme.
• Prepare and complete pre‑ and post‑flight documentation and station statistical reports.

Required profile

• Senior‑level experience in airport ground handling or similar customer‑facing operations.
• Strong knowledge of Emirates commercial, safety and security policies.
• Ability to supervise and coach team members.
• Excellent communication skills for interacting with passengers and internal teams.
• Attention to detail for documentation, baggage handling and flight reconciliation.

Required skills