Senior Airport Services Agent (Amman)

About the role

The Senior Airport Services Agent ensures high‑quality service for Emirates passengers at check‑in, boarding, special services, baggage handling, ticket desk and the Emirates Lounge in Amman. The role combines direct customer interaction with operational oversight to guarantee safe, on‑time departures and a premium experience for all travelers.

Key responsibilities

• Provide check‑in, boarding, special services, baggage and ticket desk support in line with Emirates policies.
• Monitor queues, prioritize premium customers, and manage excess baggage, visa issues and denied‑boarding situations.
• Liaise with the Emirates chauffeur service to coordinate arrivals and departures for eligible passengers.
• Oversee baggage carousel flow, ensure priority bags are delivered first, and assist with missing or damaged baggage cases.
• Prepare and reconcile pre‑ and post‑flight documentation, including flight coupons, head‑count confirmation and statistical reports.
• Cover the check‑in supervisor’s absence, brief staff, GHA and service providers on flight‑specific information.
• Support the Emirates Ticket Desk, handling reservations and ticketing to deliver seamless service.
• Maintain safety standards, report aircraft or equipment damage, and assist with related reporting.

Required profile

• Proven experience in airport or airline customer service environments.
• Strong knowledge of commercial, safety and security procedures.
• Ability to guide and advise team members to uphold service standards.
• Excellent communication skills for interacting with passengers, crew and external partners.
• Detail‑oriented with the ability to manage documentation and reconciliation tasks.

Required skills