How to Be Airport Front Desk Clerk - Job Description, Skills, and Interview Questions

Nov 11, 2020 / 5 Minutes Read / By Albert

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Airport front desk clerks are responsible for providing customer service to travelers. Their job duties include checking in passengers, reviewing documentation and issuing boarding passes. As a result, they play an important role in ensuring the safety and security of travelers by verifying identification and flight information.

they also provide assistance with baggage, answer questions, and direct travelers to their gate. By performing these tasks in a timely and efficient manner, airport front desk clerks help to create a positive travel experience for passengers and contribute to a smooth running airport.

Steps How to Become

Obtain a High School Diploma or GED. Most employers require that applicants for airport front desk clerk positions possess at least a high school diploma or its equivalent.
Complete a Relevant Post-Secondary Program. Many employers prefer to hire applicants who have a post-secondary degree in business administration, hospitality management, or a related field.
Gain Work Experience. Some employers require applicants to have one or more years of prior work experience in customer service and/or hospitality, while others offer on-the-job training.
Earn a Security Clearance. Airport front desk clerks may need to apply for and obtain a security clearance in order to access certain areas of the airport.
Obtain Certification. Many employers require applicants to have a valid driver's license and food handlers certification.
Apply for Job Openings. Most airport front desk clerk positions are listed on job boards, classified websites, and aviation industry job sites. Applicants should submit a resume, cover letter, and other relevant documents with their applications.
Ace the Interview. Applicants may be asked to demonstrate their customer service, problem-solving, and communication skills during the interview process.

Being a skilled and competent airport front desk clerk requires a combination of qualities. Attention to detail is essential, as the clerk must be able to accurately process customer information, handle payments, and manage reservations. Good communication skills are also necessary, as the clerk must be able to clearly explain policies and procedures to customers.

the clerk must demonstrate strong organizational skills in order to ensure that all tasks are completed in a timely manner. Finally, the clerk must be able to remain composed in stressful situations, as this position often requires dealing with difficult customers. All of these qualities are essential in order to be a successful airport front desk clerk.

You may want to check Front Desk Manager, Desk Engineer, and Sales Front Desk Clerk for alternative.

Job Description

Greet and welcome guests in a friendly, professional manner.
Verify customer information, including forms of identification and credit cards.
Answer phones and provide general information about the airport, flights, and other related services.
Respond to customer inquiries, complaints, and requests in a timely manner.
Assist with check-in procedures, including bag-tagging, baggage weight verification, and boarding pass issuance.
Collect fees, issue receipts, and reconcile cash drawers.
Assist with special services for passengers with disabilities, unaccompanied minors, and VIP passengers.
Contact airline personnel for assistance with emergencies or other special needs.
Monitor security checkpoints and boarding gates to ensure compliance with safety regulations.
Schedule ground transportation for passengers.
Maintain accurate records of passenger information and flight activities.
Provide assistance to airline personnel with ticketing, check-in, and boarding processes.
Remain current on all airline policies and procedures.
Perform other duties as assigned.

Skills and Competencies to Have

Excellent customer service skills
Knowledge of booking and reservation systems
Ability to speak multiple languages
Knowledge of airline policies and procedures
Knowledge of airport security protocols
Ability to multitask
Excellent problem-solving skills
Ability to handle cash and credit transactions
Strong communication and interpersonal skills
Attention to detail
Flexibility and adaptability
Computer proficiency in MS Office

One of the most important skills for a Airport Front Desk Clerk is customer service. This skill requires the ability to effectively communicate with customers, listen to their needs and provide them with the best possible solutions. a Airport Front Desk Clerk must be able to handle a range of customer enquiries, from simple ticketing requests to more complex issues such as lost baggage.

Furthermore, the clerk must be knowledgeable about airline policies and procedures, as well as the local area, in order to provide customers with accurate information. Finally, having strong problem solving and organizational skills will enable the clerk to efficiently manage a variety of tasks while ensuring that customer service is always top priority. All these skills are essential for a successful Airport Front Desk Clerk.

Service Desk Operator, Help Desk Representative, and Desk Sergeant are related jobs you may like.

Frequent Interview Questions

What experience do you have working in a customer service role?
How would you handle a customer complaint?
What are the most important qualities of a successful front desk clerk?
How do you prioritize tasks to ensure customer satisfaction?
Describe a time when you had to resolve a difficult customer situation.
How do you remain professional while dealing with stressful situations?
What systems and processes do you use to ensure accuracy when dealing with customer information?
How do you handle multiple tasks simultaneously?
What experience do you have with ticketing and flight scheduling systems?
In what ways could you improve customer service at an airport front desk?

Common Tools in Industry

Computer. Used to access databases and process customer requests (e. g. check-in and boarding passes).
Check-in Kiosk. Used to assist customers in checking in for their flight (e. g. scanning passports and issuing boarding passes).
Airport Database. Used to store customer information and manage booking details (e. g. passenger name, flight number, etc. ).
Ticket Printer. Used to print boarding passes and other travel documents (e. g. baggage tags).
Cash Register. Used to process payment for various services (e. g. seat upgrades, baggage fees, etc. ).
Scanner. Used to scan customer passports and other documents (e. g. drivers license, birth certificate, etc. ).
Telephone. Used to make and receive calls from customer service personnel (e. g. airline representatives).

Professional Organizations to Know

American Society of Travel Agents (ASTA)
Global Business Travel Association (GBTA)
Airport Council International (ACI)
National Business Travel Association (NBTA)
International Air Transport Association (IATA)
Airports Council North America (ACNA)
International Airline Passengers Association (IAPA)
International Association of Airport Executives (IAAE)
Airline Passenger Experience Association (APEX)
International Aviation Women's Association (IAWA)

We also have Desk Clerk, Deskside Support Engineer, and Service Desk Technician jobs reports.

Common Important Terms

Baggage Handling. The process of loading, unloading, and transferring luggage and other items for passengers in an airport.
Flight Information Display System (FIDS). An electronic system used to display flight times, destinations, and other information about airline flights.
Ticketing. The process of issuing tickets to passengers for flights or other transportation services.
Check-In. The process of verifying a passenger's ticket and identity before they board a flight.
Security Screening. The process of inspecting passengers and their luggage for any prohibited items or substances before they are allowed to enter the airport.
Gate Assignment. The process of assigning a gate number to a flight so that passengers can board the plane.
Departure/Arrival Announcements. Announcements made over the PA system to inform passengers when their flight is scheduled to arrive or depart from the airport.
Call Center. A customer service center where customers can call to ask questions about flights, schedule changes, baggage, etc.
Customs and Immigration. The process of verifying the identity of travelers entering or leaving the country and ensuring that they are abiding by all applicable laws and regulations.
Lost and Found. A service used to help reunite passengers with any items that have been lost or misplaced in the airport.

Frequently Asked Questions

What duties does an Airport Front Desk Clerk typically perform?

An Airport Front Desk Clerk typically provides customer service, assists passengers with check-in and ticketing, answers inquiries regarding flights and airport services, verifies identification and travel documents, and processes baggage.

What qualifications are required to become an Airport Front Desk Clerk?

To become an Airport Front Desk Clerk, one must typically have a high school diploma or equivalent and possess excellent communication and customer service skills. Some employers may also require experience in the field.

What hours do Airport Front Desk Clerks typically work?

Airport Front Desk Clerks typically work in shifts that are scheduled around the airport's hours of operation, including nights, weekends, and holidays.

How much does an Airport Front Desk Clerk typically earn?

An Airport Front Desk Clerk typically earns an average annual salary of $30,000.

What are the benefits that come with being an Airport Front Desk Clerk?

Benefits that come with being an Airport Front Desk Clerk may include medical insurance, retirement plans, paid vacation and sick days, and discounts on flights.