Job Description

Job Description

Job Description

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. This position also requires carrying personal items of passengers. This position requires 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.
Responsibilities includes assisting passengers as needed through arrival and check-in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers, and passengers needing wheelchair assistance, ensuring that wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to passengers upon arrival; and assisting with personal needs and lifting bags at least 50 lbs.
In addition to passenger service duties, this position supports airport marketing, customer engagement, and community outreach initiatives. Duties may include assisting with general setup and breakdown of airport events, distributing promotional materials, supporting passenger engagement activities, and helping promote airport programs, services, and campaigns both internally and externally. This position reports to Airport Customer Service Coordinator.
WORK RESPONSIBLITIES : The following list was developed through a job analysis; however, it is not exhaustive and other duties may be required and assigned.
WR1. Assists passengers through arrival and check-in processes. WR2. Provides supports for passengers with special needs such as unaccompanied minors (UM), VIP passengers, and passengers needing wheelchair assistance. WR3. Checks to ensure wheelchairs, strollers, and gate-checked bags are available for
loading upon departure and delivery to passengers upon arrival. WR4. Assists passengers with their personal needs. WR5. Lifts bags up to least 50 lbs. to include baggage and other personal items passengers have.
Airport Marketing, Engagement, and Event Support Duties. WR6. Assists with setup, breakdown, and general logistics for airport events, promotions, and passenger engagement activities. WR7. Distributes promotional materials and provides basic information to passengers about airport services, programs, and campaigns. WR8. Supports internal and external promotional efforts by helping staff engagement tables, greeting guests, and assisting with customer outreach activities. WR9. Helps maintain organized event materials, signage, and supplies used for airport activations and community events. WR10. Provides feedback to supervisors regarding passenger interactions, frequently asked questions, and customer experience observations to help improve outreach and marketing initiatives.
KNOWLEDGE, SKILLS AND ABILITIES : Knowledge of Montgomery Airport and various airline policies and procedures. Knowledge of personal standards regarding dress, language, personal hygiene, attendance, and expressed attitudes toward the public. Knowledge of norms of courtesy and etiquette in relation with the public and co-workers. Knowledge of services available to passengers and the publics needed to fulfill the passenger’s needs and preferences. Knowledge of authority limitations in responding to and resolving customer complaints.
Additional Knowledge Areas Basic knowledge of airport programs, services, and promotional initiatives to assist passengers and visitors with general inquiries. Awareness of customer engagement practices and public-facing event support.
Ability to identify and adapt to the conditions and circumstances of the work, rules and regulations, and the relationships with other people to maintain a smooth running and efficient organization. Ability to read written sentences and paragraphs as needed to research airline procedures, local directions, and various other patron requests/questions. Ability to communicate orally and in writing with a variety of individuals from varying backgrounds in order to understand requests and provide instructions and information concerning airport services. Ability to translate boarding passes, flight plan schedules and itineraries, and standard flight codes as needed to assist customers. Ability to convey information in a concise fashion without loss of necessary detail. Ability to understand spoken instructions or work procedures provided by supervisor or others. Ability to interpret and implement instructions issued by management. Ability to express apologies or explanations for the inconveniences of others. Ability to use appropriate timing, tact, and discretion in communicating with passengers and the public. Ability to coordinate work with others through conversation/discussion where effectiveness depends on understanding others. Ability to analytically determine customer or client 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. Employees may be assigned to support airport marketing initiatives, community outreach activities, and special events as part of enhancing the passenger experience and promoting airport services.
SPECIAL REQUIREMENTS : Must be willing to work nights, weekends, and holidays.
MINIMUM QUALIFICATIONS : Must be eligible to work in the US. Must be able to pass a 10 year check to satisfy federal requirements. Qualifying education, training, and experience that provide the requisite knowledge, skills, and abilities to perform the job will be considered.

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