Guest Services Assistant (Phú Quốc - Vientnam)

Job Description

Your Role As A:

The Guest Services Assistant is responsible to maintain the highest level of safety, security and service standards for ground operations.

What You’Ll Champion:

• Documentation check: passport checking (International) and I.D. matching (Domestic), reservation checking from the system and issuing boarding pass.
• Tagging luggage and carry on inspection, referred to Teams & Conditions.
• Boarding guest to the aircraft.
• Deplaning guest from the aircraft.
• Provide assistance to guest if any special need: wheelchair, NTL, etc.
• Handle documents: GD, crew sign, collecting departure and arrival immigration card.
• To comply with Cash Handling for Ground Operations SOP and Cashiering – Ancillary Income SOP from Finance Department.
• Responsibility to comply with AirAsia Berhad standards, AirAsia Berhad safety performance, the applicable law, regulations and procedure in all locations where operation are conducted. This includes ensuring service providers’ compliance towards AirAsia Berhad safety standard.
• To perform the duty of Guest Service Flight controller for HUBs / stations if required.
• To adhere CBTO functions if been assign. The duties are:
• Overview and monitor activities of mishandled baggage.
• Liaise with conveyor / ramp staff for any shortfalls.
• Raised Passenger Irregularity Report (PIR) for any mishandled baggage.
• Assist passenger to retrieve their offloaded baggage due to Annex 17.
• Create a baggage on hand record for unclaimed / surplus baggage. Ensure that a copy of all PIR is sent to the Security Department for their investigation.
• Conduct primary tracing on mishandled baggage cases.
• Update baggage status to passenger every 72 hours. Assist station for tracing mishandled baggage.
• Retrieving and responding fax, email or telephone.
• Investigate and determine the reason for baggage mishandling in every registered baggage file.
• Conduct secondary tracing on mishandled baggage pending files system wide.
• Liaise with customer care.
• Coordinate with other departments and station pertaining baggage mishandled.
• Identify possible fraudulent claims.
• Ensure NTL baggage are sent back on the same flight as NTL upon being advised by check in staff.
• Unclaimed bags not collected after 2 months should be disposed through staff auction, charitable organization etc.
• Authorization of payment (discharge voucher) can only be issued by authorized personnel
• For payment process, proper documentation to be sent to Finance department (copy of passenger's I/C or passport, PIR and other relevant documents).
• All records and PNR must be updated when payment is made i.e. Incidental Expenses and compensation.
• Baggage or item restored to passenger must have the Acceptance Acknowledgment Form, completed and duly signed by recipient with relevant documents.
• Handle Found Property on AirAsia premises
• Tagging luggage and carry on inspection, referred to Teams & Conditions.
• Boarding guest to the aircraft.
• Deplaning guest from the aircraft.
• Provide assistance to guest if any special need: wheelchair, NTL, etc.
• Handle documents: GD, crew sign, collecting departure and arrival immigration card.
• Create a baggage on hand record for unclaimed / surplus baggage. Ensure that a copy of all PIR is sent to the Security Department for their investigation.
• Ensure NTL baggage are sent back on the same flight as NTL upon being advised by check in staff.
• Unclaimed bags not collected after 2 months should be disposed through staff auction, charitable organization etc.
• Authorization of payment (discharge voucher) can only be issued by authorized personnel
• For payment process, proper documentation to be sent to Finance department (copy of passenger's I/C or passport, PIR and other relevant documents).
• All records and PNR must be updated when payment is made i.e. Incidental Expenses and compensation.
• Baggage or item restored to passenger must have the Acceptance Acknowledgment Form, completed and duly signed by recipient with relevant documents.
• Handle Found Property on AirAsia premises
• Overview and monitor activities of mishandled baggage.
• Liaise with conveyor / ramp staff for any shortfalls.
• Raised Passenger Irregularity Report (PIR) for any mishandled baggage.
• Assist passenger to retrieve their offloaded baggage due to Annex 17.
• Conduct primary tracing on mishandled baggage cases.
• Update baggage status to passenger every 72 hours. Assist station for tracing mishandled baggage.
• Retrieving and responding fax, email or telephone.
• Investigate and determine the reason for baggage mishandling in every registered baggage file.
• Conduct secondary tracing on mishandled baggage pending files system wide.
• Liaise with customer care.
• Coordinate with other departments and station pertaining baggage mishandled.
• Identify possible fraudulent claims.
• Overview and monitor activities of mishandled baggage.
• Liaise with conveyor / ramp staff for any shortfalls.
• Raised Passenger Irregularity Report (PIR) for any mishandled baggage.
• Assist passenger to retrieve their offloaded baggage due to Annex 17.
• Conduct primary tracing on mishandled baggage cases.
• Update baggage status to passenger every 72 hours. Assist station for tracing mishandled baggage.
• Retrieving and responding fax, email or telephone.
• Investigate and determine the reason for baggage mishandling in every registered baggage file.
• Conduct secondary tracing on mishandled baggage pending files system wide.
• Liaise with customer care.
• Coordinate with other departments and station pertaining baggage mishandled.
• Identify possible fraudulent claims.