Job Description

Goals: - Depending on his/her current principal assignment, the Station Agent is responsible for the handling and assistance of passengers and aircraft with particular emphasis on service, punctuality and quality as well as economic aspects as published in the respective LHG manuals. - He/she will supervise and support employees of the Team and provide technical support and guidance of junior staff as well as training of new employees - He/she will be ready to take on advanced tasks General Tasks - To provide information and assistance in connection with all customer concerns during normal & irregular operations - To provide assistance to passengers with special needs - To follow required safety and security procedures in accordance with all company guidelines and regulatory requirements - to take on other customer service duties which may arise at the station, as well as carrying out station related tasks in connection with prior agreements Depending on the respective principal assignment, the following tasks are included (The Station Agent is able to cover a minimum of 2 below listed functions): Ticketing and Reservation - To provide customer care and sales-information to customers (incl. Miles & More customers) - Calculating and issuing tickets incl. re-issues - issuing of Sales Reports - To process refunds, TODs, replacement documents and excess luggage - cashiering - To have a pro-active sales attitude - Hotel reservations, meal vouchers and car hire - Payment of Denied Boarding and Downgrading Compensation Check-In / Gate & Lost & Found - To carry out all check-in procedures in accordance with the appropriate guidelines - To carry out boarding including gate closing tasks - Examination of all documents required for travel - Examination, check-in and tagging of passenger luggage - To determine excess luggage and to carry out the securing of luggage - To arrange and carry out announcements for flights which are being handled - To file passenger irregularity reports - To adhere to internal and external rules & regulations Operations Planning and Documentation (IT/manual) - to issue loading instructions in accordance with relevant weight and balance limits as well as the compilation of flight preparation documents - To issue Weight and Balance documents - Taking appropriate measures in case of load- and trim critical flights - To carry out post flight duties incl. preparation of mandatory documentation - To ensure necessary communication with relevant departments (dispatch, operation control center) Dispatch Coordination and Loading Supervision - Coordination and supervision of all aspects of the work flow on the apron - Supervision of adherence to the load plan - To ensure smooth operation of all involved providers concerning mail, cargo, luggage, fuelling, cleaning, catering and/or concerning other services - To carry out last minute changes - To ensure necessary communication with relevant departments (dispatch, operation control center) - Supervision and optimizing of safe, secure and punctual ground handling