Passenger Service Agent - Lobby Agent

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Lobby Agent is responsible for assisting passengers within the airport terminal by providing customer service, managing lobby flow, and supporting airline check-in and operational activities. This role helps create a positive travel experience by assisting passengers with directions, kiosks, baggage procedures, and general airport inquiries while maintaining efficient and organized lobby operations.

What you will be doing

• Greet passengers and provide professional customer service in the airport lobby and check-in areas
• Assist passengers with self-service kiosks, check-in procedures, boarding passes, and baggage tagging
• Direct passengers to appropriate lines, gates, ticket counters, or airport services
• Help manage passenger flow and reduce congestion in lobby and check-in areas
• Provide assistance to passengers with special needs, families, and travelers requiring additional support
• Verify travel documents and identification as required by airline procedures
• Communicate flight updates, delays, and operational changes to passengers professionally
• Ensure compliance with airline policies, airport procedures, and security requirements
• Coordinate with ticketing agents, baggage service teams, wheelchair attendants, and airport operations staff
• Monitor lobby areas for safety concerns, suspicious activity, or operational issues and report them promptly
• Maintain a clean, organized, and welcoming passenger service environment
• Support irregular operations during delays, cancellations, and peak travel periods
• Perform other duties as requested

Safety, Security, Wellbeing and Compliance

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for

• High school diploma or GED
• Must be 18 years of age or older
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, customer-focused environment
• Basic computer proficiency and ability to learn airline systems
• Ability to remain professional under pressure and manage difficult situations calmly
• Ability to work flexible schedules, including nights, weekends, holidays, and overtime as needed
• Reliable attendance and punctuality
• Must have reliable telephone and transportation
• Previous customer service, hospitality, retail, or airport experience
• Airport terminal, lobby, and passenger service areas
• Fast-paced environment with high passenger traffic
• Frequent interaction with passengers, airline staff, and airport personnel
• Requires standing and walking for extended period
• Ability to stand and walk for extended periods
• Ability to assist passengers with light baggage when necessary
• Ability to work in a busy, high-noise airport environment
• Ability to use computers, kiosks, phones, and other customer service equipment regularly
• Must be able to take verbally direct in English
• Must be able to read, write, understand and carry out instructions in English
• Must pass pre-employment and random drug tests
• Must pass a pre-employment background check
• Must meet necessary requirements to obtain a security sensitive identification badge
• Must be in proper uniform or business attire as directed by company officials
• Identification badges must always be visible
• Adhere to company policies and procedures and participate in achievement of company objectives
• Treat all information as confidential

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!