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, ensure that wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to passengers upon arrival. Assist with their personal needs and lifting bags at least 50 lbs. 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.
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. 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. SPECIAL REQUIREMENTS: Must be willing to work nights, weekends, and holidays.
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