Counselor Terminal Customer Services

We are seeking motivated individuals to join our Terminal Operations team at MUX Airport. The role involves managing the check-in process efficiently while ensuring excellent guest service and adherence to airline policies. Candidates will be responsible for handling seat allocations, baggage processing, and passenger documentation, ensuring smooth operations from pre-flight briefing to boarding. This position requires attention to detail, effective communication, and the ability to work under time constraints to maintain a seamless travel experience for guests.

Key Responsibilities

- Review log books and emails for messages related to seat allocations or special instructions from MAO, AM-TCS, or ETCS.
- Attend pre-flight briefings and stay updated on policies outlined in PHM.
- Ensure all IT equipment is functional during handover and takeover, and verify that baggage tags, boarding cards, and stationery supplies are adequately stocked.
- Check the booked load and prioritize seat allocation for frequent flyer members in Zone A; ensure priority baggage handling for these passengers.
- Arrive at duty points as per allocation and prepare counters at least 10 minutes before check-in begins.
- Maintain cleanliness around check-in counters by removing irrelevant materials or garbage before guest arrival.
- Welcome guests warmly and verify ticket details including date and flight number before check-in.
- Confirm passenger identity by checking photo ID for domestic flights and proper travel documents for international flights.
- Process tickets and handle baggage efficiently, ensuring flawless service.
- For international flights, ensure Guest API data is processed promptly; escalate any issues to AM-TCS and duty ETCS.
- Verify correct wrapping and tagging of baggage, removing any previously fixed destination tags to prevent misrouting.
- Generate and issue boarding passes and baggage tags, providing guests with brief information on gate number, boarding time, and departure.
- Promote web check-in options to guests to enhance convenience.
- Provide accurate flight delay information when issuing boarding passes.
- Encourage guests to purchase preferred seats when applicable.
- Ensure that passengers requiring special assistance (wheelchair users, children, pregnant women, infants, injured, sick, or disabled persons) are not seated in emergency exit rows, and inform Duty AM-TCS and ETCS accordingly.
- Update AM-TCS and ETCS on any changes in booked load to adjust meal requirements during check-in.
- Identify and address guest issues such as excess baggage, complaints, or misbehavior, and report to ETCS or STCS as needed.
- Ensure the last piece of baggage is forwarded on time to segregation and notify ETCS/STCS.
- Strive to maintain a smooth check-in process and timely guest clearance to enable counter closure on schedule.
- Report to the boarding gate 30 minutes before boarding time.
- Make clear, zone-wise boarding announcements in both English and Urdu.

Required Qualifications

- Bachelor’s Degree or equivalent educational qualification.
- Less than 1 year of experience in a similar position.
- Maximum age limit: 29 years.

Department and Location

- Department: Terminal Operations
- Location: MUX Airport
- Number of Openings: 2

This role offers an excellent opportunity to gain hands-on experience in airport operations while contributing to a positive travel experience for passengers. Candidates should be proactive, detail-oriented, and ready to work in a dynamic environment.