Senior Airport Services Agent (Cape Town)

About the role

Emirates is seeking a Senior Airport Services Agent to join its Cape Town team. You will be responsible for delivering high‑quality service to passengers across check‑in, boarding, baggage handling, lounge access and special assistance, ensuring compliance with Emirates’ commercial, safety and security standards.

Key responsibilities

• Provide check‑in, boarding, special services and baggage assistance in line with Emirates’ procedures.
• Manage Emirates Lounge operations and ensure premium customers receive priority service.
• Oversee boarding processes, including announcements, priority handling, hand‑baggage removal and equipment readiness.
• Reconcile flight coupons and confirm head‑count post‑flight to support on‑time departures.
• Coordinate with the Emirates chauffeur service to meet eligible customers on arrival and departure.
• Monitor baggage flow, prioritize premium bags, and assist with missing or damaged baggage cases.
• Control queues at check‑in, giving priority to premium card holders and handling excess baggage or visa issues.
• Communicate delays, disruptions or denied‑boarding situations to passengers and implement the ‘Options’ scheme when required.
• Prepare and complete pre‑flight and post‑flight documentation and station statistics.

Required profile

• Eligible to work and live in South Africa.
• Proven experience in airport ground handling or similar customer‑facing aviation environment.
• Strong customer‑service orientation with the ability to handle high‑pressure situations.
• Excellent communication skills and ability to lead and guide team members.
• Attention to detail and ability to follow operational procedures and safety standards.

Required skills