Guest Services Officer

Job Description

The Guest Service Officer (GSO), based in Darwin - Australia, is responsible for delivering the highest levels of safety, security, and service standards in daily ground operations. This role ensures smooth execution of guest service activities at check-in, boarding gates, arrival hall, and other key passenger touchpoints.
 

Key Responsibilities

• Ensure smooth daily operations at check-in counters, gate management, arrival halls, and prepare daily operational reports.
• Plan and coordinate staffing before the start of operations, including information updates, briefing/debriefing, assigning staff to designated areas, and ensuring all operational tools are available and functional.
• Ensure check-in counters open 4 hours prior to departure and all systems (conveyor, BHS, tubs, FIDS) are operational.
• Monitor staff movement, attendance, and discipline, escalating issues to supervisors or the Station Manager as necessary.
• React promptly to flight delays and coordinate with supervisors to implement corrective measures.
• Ensure full compliance with Standard Operating Procedures (SOP) in line with the Ground Operations Manual (GOM).
• Uphold airline standards, safety performance, and compliance with all applicable laws and procedures at the station.
• Requirements & Traits
• Friendly, mature, humble, honest, meticulous, and able to work independently under pressure in a challenging environment.
• Strong proficiency in oral and written English and Bahasa Malaysia; proficiency in Russian/Kazakh is an added advantage.
• High level of confidentiality, tact, and discretion when handling sensitive matters.
• Excellent interpersonal and communication skills.
• Able to work shifts, including weekends and public holidays.

WHAT YOU'LL ENJOY:

• Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.
• Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities. 
• Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.
• Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners. 
• A unique Allstar culture like no other
    

OUR HIRING PROCESS:

• Application received
• Candidate screening
• Interview(s) and assessment(s)
• Background check and/or other assessments
• Offer and negotiation

GET TO KNOW Air Asia:

AirAsia has been the World's Best Low-Cost Airline for 14 consecutive years with over 800 million guests flown. We continue to champion dreams, serve the underserved and connect the world and Asean like no other so Now Everyone Can Fly.

GET TO KNOW US:

Our story begins in 2001 with a dream, two planes and a 40 million ringgit debt. You'll know us as the 'Now Everyone Can Fly' airline (if you don't, we're definitely older than you).

Today, we're more than just an airline. We're Capital A - a world-class brand that wears many hats. Our mission is to connect people and transform lives in Asean.

Above all, we're Allstars. We believe in the unbelievable and we dare to dream. We also believe in celebrating all individuals. So no matter your culture and background or if you prefer aisle seat to window seat, we're excited to have you onboard. 

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

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