The Airport Services Assistant is responsible for facilitating the timely check-in and boarding of Fiji Link customers in accordance with company policies and regulatory requirements, contributing to the achievement of on-time flight performance.

KEY RESPONSIBILITIES

• Ensures On-Time Performance (OTP) of scheduled flights by facilitating timely passenger services from check-in to departure in compliance with company, safety, and security regulations.
• Communicates changes to flight schedules or timings to customers in accordance with the Fiji Link Ground Operations Manual (FLGOM).
• Accurately records and submits customer complaints following documented procedures to the Airports and Training Coordinator for appropriate action.
• Provides timely and accurate information to the Customer Care Department to assist with the resolution and closure of complaints.
• Coordinates with reservations, resorts, AFL, and other stakeholders on any variations, disruptions, or delays to flight schedules as outlined in the FLGOM.
• Assists disrupted passengers by arranging meals, accommodation, transport, and onward connections in accordance with FLGOM to ensure customer satisfaction and retention.
• Supports achievement of unit budget targets through the effective collection of ancillary revenue, including excess baggage and cargo charges.
• Ensures cargo and ground operations are conducted in compliance with relevant regulations and Fiji Link standards.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Successfully completed Form 7(Year 13) or Foundation studies.
• Experience in hospitality or a customer service related role.
• Possess excellent oral and written communication skills.
• Must be a self-starter and able to work with minimum supervision.
• Must be 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.