Operations Agent

About the role

The Operations Agent supports daily airport service operations by managing customer bookings, coordinating with service providers, and ensuring a seamless passenger experience across multiple touchpoints such as lounges, fast‑track, meet‑and‑assist, and transport services.

Key responsibilities

• Receive, process, and communicate incoming bookings to the appropriate service providers.
• Confirm booking details, service readiness, and completion with suppliers.
• Monitor booking status and ensure services meet agreed standards.
• Maintain regular communication with lounges, fast‑track, meet‑and‑assist, transport partners, and other stakeholders.
• Handle customer inquiries, last‑minute changes, cancellations, refunds, and escalations.
• Identify and act on service delays, disruptions, or discrepancies.
• Document incidents, track operational updates, and report recurring issues to management.
• Provide feedback to improve service delivery and customer experience.

Required profile

• 1–3 years of experience in operations, hospitality, airport services, travel, tourism, or customer service.
• Strong communication and coordination abilities.
• Problem‑solving skills and capacity to manage day‑to‑day operational issues.
• Ability to handle multiple bookings and requests simultaneously.

Required skills