Job Application

Terminal Guide

Key Accountabilities:

  • Greets and welcome all the customers and ensure the required courtesy is being extended;
  • To handle any unforeseen incidents effectively and efficiently related to the terminal ;
  • Monitor queuing in the terminal and find creative ways to organize the queueing ensuring efficient passenger flow;
  • Coordinates the daily passenger flow to implement process and procedural improvements;
  • Analyses and reports customer services standards, problem situations and maintenance needs of the airport terminal facilities, curb sides and surrounding to the Terminal Coordinator
  • Understand customer perspectives and ensure responsiveness to their needs;
  • Make sure all stakeholders adhere to airport rules and regulations while still show an high level of customer service;
  • Resolve customers’ complaints by delving deep into issues, and ensuring that they are given top priority;
  • Compile feedback received from customers, and communicate findings to the Terminal Coordinator on a regular basis;
  • Monitor passenger waiting times and report to terminal coordinator;
  • Works in close relationship with the Airport Duty Managers on a daily basis
  • Recommends terminal coordinator on creative solutions to improve passenger process for a smooth operation;
  • Conducts routine audits of airport terminal facility areas to ensure they are in clean, safe and proper operating condition (maintenance);
  • Enforces work quality, safety and the Clean as we Walk program (cleanliness), recommends or take action regarding discipline for terminal stakeholders and tenants;
  • Performs as directed by the superior additional task which are in in connections with the duties;
  • Report security breaches and irregularities according to procedures.

Minimum Requirements

  • Completed SBO / MBO level 4 in hospitality / tourism or airline / airport industry;
  • Takes initiatives, is pro-active, is a problem solver, and has a sense of high responsibility;
  • Flexible, representative, creative, able to react quickly to given situation, work under pressure and solve problems;

Skills & Ability

  • Professional integrity and total commitment to outstanding customer service;
  • Smart and business like appearance;
  • Establish and maintain effective working relationships with airport employees, tenants, representatives of other agencies and the general public;
  • Excellent written communication skills towards customers / stakeholders;
  • Fluency in English, Spanish and Dutch is a must; Other languages are an asset;
  • Positive attitude, outgoing personality;
  • Ability to work on own initiative, pro-active and accountable;
  • Ability to work in shifts, and on official holidays:
  • High level interpersonal skills and the ability to deal with distressed or angry customers
  • Computer literate; Excellent knowhow of Microsoft Office
  • Ability to juggle multiple priorities under time constraints;
  • Ability to move quickly and easy, be highly organized and multitask;
  • Patience and ability to deal with challenges, whilst at the same time extracting the highest standards.
  • Ability to make sound judgments in emergency situations and to effectively direct and coordinate terminal evacuation in such incidents 

Please submit your motivation letter and resume (in English), through email at
no later than Thursday May 30th 2019. For more information please contact HR at 839 - 1040 

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