Job Specifications
LOCATION: Manchester Airport
SHIFT PATTERN: 4 on 4 off, 40 hours per week
PAY RATE: £13.15 per hour
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com . We're here to help!
Overview Of Job Description
Main Duties & Responsibilities:
To greet all passengers at the host desk ensuring that high standards of service are maintained. The Host should ensure that they provide all passengers with legendary service, assess requirements of the passenger and allocate Customer Care Agent (CCA)
To man the host desk (either landside or airside) meeting and greeting the passengers from point of notification upon arrival.
Ensure that all passengers are booked into the tracking and allocation (Inform) system
Ensure all jobs are allocated to the CAA's mobile device (PDA)
Ensure full customer service is provided to all PRM's at each hosting point
Ensure you fully adhere to the SLA times for all passengers both landside and airside
Expedite a smooth transfer throughout the terminal
Allocate the CCA to provide service, when required
Manage the operation proactively to ensure that flights depart on time (offloads and loading) and that customer service standards are met
Ensure all passengers are in the system and closed with comments were needed
Ensure all CEEs communicate with you immediately after arriving at the Host Desk
Immediately report any equipment faults and record job report numbers to the CEM/CES
Immediately report and record any injuries or accidents to yourself or customers to the CEM/CES
Airside Hosts to ensure the Pager system is being used as per the procedure
Identify potential SLA failures and highlight to a CEM/CES
Ensure passengers are greeted respectfully
Ensure the CEE follows the correct protocol for use of the all equipment
Ensure the CEE introduces themselves, asks passengers what assistance is required, explain the process and prepare the passenger for the security part of the journey
Complete an incident/Accident Report for any issue you may encounter, including any near miss events (recording any injuries as a result of an accident to yourself or customers)
During delays or disruption liaise with the Allocator and handling agent to ensure that PRM passengers are kept up to date
The Customer Experience Host will be expected to support the Ambassador contract or any other contract as required subject to the correct training
Call Allocators to inform them of all extra passengers
Person Specification:
Effectively manage, coach and mentor team to meet service level agreements
Responsible for ensuring absence management processes are effectively managed for direct reports
Escalating any absence to HR support and/or contract administrator should triggers be met
Maintain staff discipline and conformance with Company and regulatory requirements, utilizing the Company disciplinary process where necessary
Ensure all paperwork is managed and processed in line with GDPR (general data protection regulation)
Essential
A UK driving licence is essential for this position (max 3 points).
Indefinite Right to work and live in the UK
5 year checkable employment/education history with a maximum of 4 references
Must be willing to work weekend shifts
Benefits
We're proud to offer a great range of benefits including:
24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
Mental Health support and Life Event Counseling
Get Fit Programme
Financial and legal support
Cycle to work scheme
Access Perks at Work, our innovative employee app where you can find:
Perks: discounts, gift cards, cashback, and exclusive offers
Life: Search for resources and tools on topics ranging from family and life to health, money and work
Support: Online chat or telephone service for urgent support in a crisis
For More Information About ABM's Benefits, Visit Our
About ABM:
ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
For more information, visit .
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnershi
About the Company
Founded in 1909, ABM serves over 20,000 clients, with annualised revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland and other international locations. For more information, visit www.abm.co.uk.
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