Airport Service Assistant - Nadi
Salary not disclosedPosted 1 day ago
Closes in 10 days
About the company
Fiji Airways is Fiji's national airline, operating domestic and regional air services including through its Fiji Link subsidiary. The airline manages passenger check-in, boarding, cargo, and ground handling operations at its airport locations.
About the role
The Airport Service Assistant facilitates timely check-in and boarding of Fiji Link customers in Nadi, working to achieve on-time performance (OTP) in compliance with company and regulatory requirements. The role involves handling customer communications during flight disruptions, processing complaints for escalation to the Airports and Training Coordinator, and coordinating with Reservations, resorts, Airports Fiji Limited (AFL), and other stakeholders during delays. The assistant also supports customers affected by disruptions through arranging meal vouchers, accommodation, transport, and onward travel connections, and contributes to ancillary revenue collection such as excess baggage and cargo charges. The position also includes supervising and coordinating airport operations activities and maintaining effective working relationships with internal and external stakeholders.
Key responsibilities
- Deliver on-time performance (OTP) for scheduled flights by ensuring timely facilitation of passenger services from check-in to departure, complying with company, safety, security, and regulatory requirements.
- Provide customers with timely updates on flight schedule changes and disruptions in accordance with the Fiji Link Ground Operations Manual (FLGOM).
- Receive, document, and process customer complaints accurately and submit them to the Airports and Training Coordinator for appropriate action.
- Provide accurate and timely information relating to customer complaints to support the Customer Care Department in resolution and closure of cases.
- Initiate immediate communication with Reservations, resorts, Airports Fiji Limited (AFL), and other stakeholders regarding flight schedule changes, disruptions, or delays.
- Assist customers affected by flight delays or disruptions by arranging meal vouchers, accommodation, transportation, and onward travel connections.
- Contribute to the achievement of revenue targets through the collection and processing of ancillary revenue, including excess baggage and cargo charges.
- Ensure cargo and ground operations comply with applicable aviation regulations, safety requirements, and Fiji Link operational standards.
About the successful candidate
- Successfully completed Form 7 (Year 13) or Foundation studies.
- Experience in hospitality or a customer service related role.
- Excellent oral and written communication skills.
- Self-starter able to work with minimum supervision.
- Self-organised and capable of working under pressure.
- A good relationship builder and solution focused.
- Exposure to airport operations will be an advantage.
- Attention to detail and accuracy.