Passenger & VIP Services Agent

Provide airport information, passenger assistance and VIP service coordination.

Work pattern

48 hours per week across six eight-hour days, with a rotating rest day. Shifts: 06:00–14:00, 14:00–22:00 and 22:00–06:00. Relief staff cover breaks and handovers.

Responsibilities

• Provide accurate flight, terminal, transport and airport-service information to passengers and visitors.

• Direct passengers to the correct facilities and help them understand airport procedures.

• Receive and coordinate assistance requests with airlines and the responsible service providers.

• Support passengers with reduced mobility, unaccompanied minors and other assistance needs through the designated provider arrangements.

• Coordinate assigned VIP arrivals, departures and meet-and-assist services with the relevant contacts.

• Handle routine enquiries and complaints courteously, and refer unresolved cases to the supervisor.

• Help communicate approved updates during delays, gate changes, service failures and emergencies.

• Support passenger guidance and crowd management as directed by terminal supervisors.

• Record service requests, complaints and completed assistance, and pass unresolved matters to the next shift.

• Check the assigned desk or service area, report faults and protect confidential passenger information.

Requirements

• Secondary-school qualification or equivalent literacy, communication and computer skills.

• No previous work experience required.

• Fluent Arabic and conversational English; a calm, helpful manner and basic computer skills.

• Availability for rotating eight-hour shifts, including nights, weekends and public holidays.

Nice to have

• Customer service experience, additional languages and first-aid awareness.