Passenger Services Agent

Job Purpose
To provide the highest possible standards of customer service to ANA passengers travelling through LHR.

Principal Accountabilities
- Flight preparation and system editing procedure
- Flight controller, monitor flight status to take necessary action including connecting
flights
- Carry out passenger service duties for both arrival and departure flight handling
- Customer Service in face-to-face situations and via other forms of communication
- Check-in Services via DCS, or by assisting at self-service facilities
- Gate Boarding services via DCS, or by assisting at self-service facilities
- Document and security checks at Check-in and Boarding
- Passenger escort duties, including VIPs, unaccompanied minors, and passengers with reduced
mobility
- CIP Lounge duties
- Ticket desk and reservation duties
- Baggage service duties, including ‘Lost and Found’ activities
- Cabin cleaning check

"The above list of job duties is not exclusive or exhaustive and the post holder will be
required to undertake such tasks as may reasonably be expected within the scope and
grading of the post. Job descriptions will be regularly reviewed to ensure they are an
accurate representation of the post.’’

Essential requirements:
- A clear commitment to high standards of customer care.
- A professional, personable manner.
- A positive and pro-active approach.
- Good interpersonal skills.
- Effective communication skills, both spoken and written.
- An ability to achieve consistent accuracy and attention to detail.
- An ability to be flexible and work as part of a team.
- Excellent organisational and time management skills.
- An ability to work under pressure whilst maintaining standards.

Desirable Qualifications:
- A proven record of commitment and flexibility.
- A proven record of good conduct and performance.
- A broad knowledge and experience of all aspects of general airline Passenger Services
practices and procedures.
- Knowledge of LHR ‘Common User’ systems.
- ALTEA experience.
- Good PC skills.
- Good knowledge of LHR geography, airline locations, etc.
- Good knowledge of LHR Surface Transport facilities.
- Holds current UK driving licence.
- Japanese language skills are highly desirable but candidates without these skills will be
considered as well.
- Other language skills.

Application Process:
Please send your CV to ukrecruitment@ana.co.jp

Closing Date: 14 June 2024