Follow safety and security procedures:-

Candidates will be able to;

• Comprehend the organisation’s safety and security policies and procedures.
• Comprehend the regulatory guidelines on safe conduct of operations and maintenance of conditions to thwart any acts of unlawful interference.
• Report any identified breaches of safety, and security policies and procedures to the designated person.
• Coordinate with other resources at the workplace (within and outside the organisation) to achieve safe and secure environment.
• Identify and mitigate any safety and security hazards like illness, accidents, fires or acts of unlawful interference if it falls within the limits of individual’s authority.
• Report any hazards outside the individual’s authority to the relevant person in line with organisational procedures and regulatory guidelines.
• Follow organisation’s emergency procedures for incidents or accidents, fires or acts of unlawful interference.
• Identify and recommend opportunities for improving health, , and security to the designated person.
• Ensure completion of all health and safety records are updates and procedures well defined.

Passenger Check-In:-

• Receive passengers in a courteous manner at the check in counter.
• Identify the bona fide passengers with their passenger name record(PNR) in accordance with the airline procedure and an acceptable identification document as per regulatory requirements.
• Take appropriate action to deal with passengers who are unfit or incapable of air travel as per organisation and or regulatory guidelines.
• “Check-In” the passenger in the departure control system as perorganisation procedures.
• Allocate seat, services and facilities to bonafide passengers according to their requests and their eligibility.
• “Check-In” the bag(s) of the passenger, if any, while ensuring that the bag(s) are within prescribed limits.
• Enter the details of the bag(s) into the departure control system and print the baggage tag(s).
• Tag the bag(s) appropriately.
• Ensure that the copy of the baggage tag(s) is affixed on the boarding card of the passenger.
• Deal with any observed discrepancies in line with policies and procedures of the organisation.
• Provide boarding pass to passenger(s).
• Handover all the documents to the passenger and brief the passenger on the details of the departing flight.
• Escalate any safety or security concerns about passengers.

Passenger boarding:-

• Gather the information of flight and the departure gate.
• Announce boarding of the flight in clear and concise manner as per boarding sequence.
• Ensure that the boarding announcements are as per defined organisation procedures.
• Deal with passengers in a courteous manner at all times.
• Ask for the boarding pass at the boarding gate.
• Scan and cross verify the boarding pass.
• Inspect the boarding pass for airport security stamp.
• Assign a porter/helper to special needs passenger, if required.
• Direct the passengers to the aircraft through the aerobridge or coach.
• Reconcile the passenger headcount and escalate any deficiency through the appropriate channel.

Manage lounge services:-

• Receive and greet the passengers at the lounge service desk.
• Verify the eligibility of the passenger to access the lounge services based on organisation policies.
• Ensure to record all the details of the passenger at the lounge service desk keep the passenger informed about the boarding gate for the flight and the boarding time.
• Provide passengers with newspapers, food and drink, when requested.
• Operate equipment in the executive lounge.
• Resolve queries from passengers in a courteous and friendly manner.
• Dress appropriately at all times.
• Maintain high levels of hygiene.
• Make announcements at appropriate times to make sure that passengers board their flights in a timely manner.
• Deal effectively and politely with passengers during flight delays .

Manage passenger complaints at airport :-

• Deal with passengers in a courteous manner at all times.
• Examine passengers' tickets and baggage tag identification to identify appropriate reference/sequence numbers.
• Explain the lost baggage procedure to passengers in a clear and concise manner.
• Record the details of the bag(s) as per checklist defined by the organisation.
• Raise the complaint within the airline system(s) using appropriate processes.
• Communicate to the passenger his/her rights to claim compensation and the process to receive compensation for delayed or lost bag(s) as per organisation policies and regulatory guidelines.
• Escalate the complaint based on the situation and the passenger’s reaction.
• Deal with passengers in a courteous manner at all times.
• Examine passengers' tickets and baggage tag identification to identify appropriate reference/sequence numbers.
• Inspect bag(s) for alleged pilferage or damage and attempt to verify the alleged claims by the passenger.
• Explain the claims procedure to passengers in a clear and concise manner.
• Record the passenger complaint and details of the pilferage/damage as per organisation procedures and regulatory guidelines issue appropriate documents to passengers.
• Process internal paperwork relating to damage in line with the organisation procedures and raise the complaint within the airline system(s) using appropriate processes.
• Communicate to the passenger his/her rights to claim the compensation and the process to claim the compensation in line with organisation policy and procedure.

Take actions to deal with incidents, accidents and emergencies in the aviation security environment

• Comprehend the probability and severity of emergency situations.
• Take action to deal with emergencies, incidents or accidents in line with the organisation’s procedures and regulatory guidelines.
• Make sure the action planned does not increase the risk or threat to self and others.
• Consider the needs of others when taking action.
• Keep all the relevant and appropriate person(s) informed on action taken in line with organisation’s procedures.
• Get help from the appropriate sources in situation(s) that are outside your own authority or ability.
• Document all actions taken to mitigate risks/emergencies in line with organisation procedures and regulatory guidelines .

Work Effectively in a Team:-

• display courteous and helpful behaviour at all times.
• take opportunities to enhance the level of assistance offered to colleagues.
• meet all reasonable requests for assistance within acceptable workplace timeframes.
• complete allocated tasks as required.
• seek assistance when difficulties arise.
• use questioning techniques to clarify instructions or responsibilities.
• identify and display a nondiscriminatory attitude in all contacts with customers and other staff members.
• observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact. follow personal hygiene procedures according to organisational policy and relevant legislation.
• interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task.
• interpret, confirm and act on legal requirements in regard to antidiscrimination, sexual harassment and bullying.
• ask questions to seek and clarify workplace information.
• plan and organise daily work routine within the scope of the job role.
• prioritise and complete tasks according to required timeframes.
• identify work and personal priorities and achieve a balance between competing priorities.