Overview
Senior Airport Services Agent - Canberra, Australia
Location: Australia - Canberra
Job family: Cargo & Airport Operations
Closing date: 01-Oct-2025
Responsibilities
Provides quality service to passengers in respect to check-in, boarding, special services, lounges, airport hotel and baggage services as per company's commercial and safety standards and procedures, ensuring passenger and their baggage are handled in a consistent and efficient manner. Ensure Premium Passengers receive total quality service and staff adhere to safety policy and security standards of the company.
Acts as the first contact between the Airline and its customers as well as all stakeholders and agents who may need assistance with questions, portrayal of QR image to the highest standards.
Ensure that airport operation meets QR's standards; policies and procedures satisfy local and international safety and security standards and conform to aviation regulatory requirements.
Ensure all areas of operations ( OPS, OTP, WBL, aircraft loading, baggage handling, departure, arrival, cargo handling ) run smoothly and efficiently.
Monitors Gate and Check-in activities ensuring accurate, service-oriented acceptance and boarding of passengers.
Ensure smooth handling of customer service at the station.
Liaises with ramp and GHA staff and supports Airport Services Supervisors in all areas.
Perform the Aircraft Turnaround Check (ATC) duty as assigned by the ASM to ensure safe operation of QR ground ramp product.
Operate aircraft cabin service doors from the outside where applicable to facilitate and reduce the associated safety risk of inadvertent slide deployment.
Escort and direct arriving/departing passengers to the respective areas such as Hotel Desk, Visa Counter, Transfer Desk, Premium Lounges, and Boarding Gates.
Assist Duty Officer to handle company material and records.
Brief GHA on new procedures and ensure that they are implemented accurately and fully.
Ensure required pre- and post-flight administration is conducted timely; record all flight activities accurately.
Handle administrative issues related to monthly/quarterly reports; ensure requests on operational service failure matters are responded to immediately with a high degree of accuracy and correctness.
Work with GHA and ensure all training records of their dedicated/assigned staff to QR are up to date.
Assist passengers regarding entry requirements, visas, and residence permits. Carry out general profiling of passengers as needed.
Carry out verifications as required to protect revenue and image of the company by referring to relevant policy and procedure.
Ensure utmost priority is given to all security and safety norms laid down by the company, local authorities, and ensure procedures are implemented/executed through GHA staff.
Ensure passengers are assisted smoothly through airport facilities.
Perform other department duties related to the position as directed by the Head of the Department.
Qualifications
Trade or Vocational qualification.
Minimum 3 years of job-related experience, with at least 1 year in Airport Operations of a leading airline.
Excellent communication skills with fluency in English.
High energy and positive attitude for a high-pressured workplace.
DCS experience and knowledge of ticketing is an advantage.
Knowledge in ALTHEA FM and CM and HAQIBA.
Able to manage mishandled baggage services, including service recovery with customers.
Ideally completed courses in Passenger Handling and Customer Services.
High level of computer literacy.
Excellent customer focus and service delivery.
Must have legal rights to live and work in Australia.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before. So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
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📌 Senior Airport Services Agent - Canberra, Australia
🏢 Qatar Airways
📍 Canberra