Job Description

Responsibilities:
a. The Guest Services Agent shall also maintain the highest level of safety,
security and service standards for ground operations.

Duties:
a. Documentation check: passport checking (International) and I.D. matching
(Domestic), reservation checking from the system and issuing boarding pass.
b. Tagging luggage and carry-on inspection, referred to Terms and Conditions.

c. Boarding guests to the aircraft.

d. Deplaning guests from the aircraft.
e. Provide assistance to guests if any special need: wheelchair, NTL, etc.
f. Handle documents: GD, crew sign, collecting departure and arrival
immigration cards.
g. To comply with Cash Handling for Ground Operations SOP and Cashiering -
Ancillary Income SOP from the Finance Department.
h. Responsibility to comply with AirAsia Berhad standards, AirAsia Berhad safety
performance, the applicable law, regulations and procedure in all locations
where operations are conducted. This includes ensuring service providers’
compliance towards AirAsia Berhad safety standards.
i. To perform the duty of Guest Service Flight controller for HUBs / stations if
required.
j. To adhere to CBTO functions if assigned. 

The duties are:
i. Overview and monitor activities of mishandled baggage.
ii. Liaise with conveyor / ramp staff for any shortfalls.
iii. Raised Passenger Irregularity Report (PIR) for any mishandled baggage.
iv. Assist passengers to retrieve their offloaded baggage due to Annex 17.
v. Create a baggage on hand record for unclaimed / surplus baggage.
Ensure that a copy of all PIR is sent to the Security Department
for their investigation.
vi. Conduct primary tracing on mishandled baggage cases.
vii. Update baggage status to passengers every 72 hours. Assist station for
tracing mishandled baggage.
viii. Retrieving and responding fax, email or telephone.
ix. Investigate and determine the reason for baggage mishandling in every
registered baggage file.
x. Conduct secondary tracing on mishandled baggage pending files system
wide.
xi. Liaise with customer care.

xii. Coordinate with other departments and station pertaining baggage

mishandled.
xiii. Identify possible fraudulent claims.
xiv. Ensure NTL baggage are sent back on the same flight as NTL upon
being advised by check in staff.
xv. Unclaimed bags not collected after 2 months should be disposed through
staff auction, charitable organization etc.
xvi. Authorization of payment (discharge voucher) can only be issued by
authorized personnel.
xvii. For payment process, proper documentation to be sent to Finance
department (copy of passengers I/C or passport, PIR and other relevant
documents).
xviii. All records and PNR must be updated when payment is made, i.e.
Incidental Expenses and compensation.
xix. Baggage or item restored to passenger must have the Acceptance
Acknowledgement Form, completed and duly signed by recipient with
relevant documents.
xx. Handle Found Property on AirAsia premises.

Traits:
a. Pleasant, friendly, mature, humble, honest, meticulous; self-starter; able to
perform under pressure in a challenging environment.
b. Proficient in oral and written English and Bahasa Malaysia, or local language
where staff is located.
c. Possess good interpersonal and communication skills.
d. Able to work on shift.

Merits:
a. Must possess at least a / Secondary School/ High School
any field with a minimum of credit English, or local language where the staff is located and Mathematics. Minimum 1-year experience in customer service.

b. Proficient in oral and written English

c. Ability to maintain high confidentiality, tactfulness and discretion when dealing with
people.
d. Customer Service oriented.