Airport Operations Representative/Senior Airport Operations Representative

Summary: The Airport Operations Representative is responsible for executing daily passenger service duties such as check-in, gate, arrivals, responding to passenger inquiries and resolving issues and complaints under the guidance and supervision of managers. Duties/Responsibilities: Issues and responds to Service Irregularity Reports (SIM) and catering reports (SCR) Updates and shares information about customer needs on the monthly briefing sheet Is in charge of flight handling and communicating with the entrustment company staff Trains and provides guidance to entrustment company staff and frontline JAL staff Is responsible for arrival in charge (CIQ) and departure control Performs departure gate duties such as crew escort, gate announcements, seat upgrades, etc. to ensure smooth boarding process Performs Travel Assistance Service (TAS) duties by escorting passengers including minors for arrival and departure Is responsible for irregular flight handling such as seat configuration changes, involuntary upgrades, changing boarding times, and setting meal coupons Is in charge of check in counter functions such as making sure the boarding process runs smoothly and resolving passenger issues Performs departure control tasks such as meal ordering, processing inbound connection passengers, and confirming eligibility of passengers for upgrade Performs flight preparation including PREP/CNTRL checklist review (take over of next day flight, confirm flight information, confirm seat adjustments), verifying special cases detailed on the briefing sheet, printing the seat map, and confirming dead head counts from crew count sheets Responds to passenger complaints and finds appropriate solutions Required Knowledge, Skills & Abilities: Ability to read, write, fluently speak and understand the English language Excellent communication and leadership skills Must be able to obtain airport badge with US Customs clearance Advance knowledge of Amadeus Altea System JANET 2 system Computer skills: Microsoft and Google suite Must be able to pass JAL Dangerous Goods (DG) test Education and Experience: High school diploma or equivalent Passenger service experience Physical Requirements: Prolonged periods of standing and walking Must be able to travel occasionally as requested Able to work weekends and holidays Must be able to lift and carry up to 15 lbs. Job Type: Full-time Pay: $20.58 - $35.40 per hour Expected hours: 40 per week Benefits: 401(k) 401(k) matching AD&D insurance Dental insurance Employee discount Health insurance Life insurance Paid time off Pet insurance Vision insurance Ability to Commute: Boston, MA 02128 (Required) Work Location: In person

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