Guest Services Officer

Job Description

The Guest Service Officer (GSO), based in Almaty for AirAsia X, 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.

• 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.

• 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.