Passenger Service Agent

About the role

The Lobby Agent is responsible for assisting passengers within the airport terminal by providing customer service, managing lobby flow, and supporting airline check-in and operational activities. This role helps create a positive travel experience by assisting passengers with directions, kiosks, baggage procedures, and general airport inquiries while maintaining efficient and organized lobby operations.

Responsibilities

• Greet passengers and provide professional customer service in the airport lobby and check-in areas
• Assist passengers with self-service kiosks, check-in procedures, boarding passes, and baggage tagging
• Direct passengers to appropriate lines, gates, ticket counters, or airport services
• Help manage passenger flow and reduce congestion in lobby and check-in areas
• Provide assistance to passengers with special needs, families, and travelers requiring additional support
• Verify travel documents and identification as required by airline procedures
• Communicate flight updates, delays, and operational changes to passengers professionally
• Ensure compliance with airline policies, airport procedures, and security requirements
• Coordinate with ticketing agents, baggage service teams, wheelchair attendants, and airport operations staff
• Monitor lobby areas for safety concerns, suspicious activity, or operational issues and report them promptly
• Maintain a clean, organized, and welcoming passenger service environment
• Support irregular operations during delays, cancellations, and peak travel periods
• Perform other duties as requested

Requirements

• High school diploma or GED
• Must be 18 years of age or older
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, customer-focused environment
• Basic computer proficiency and ability to learn airline systems
• Ability to remain professional under pressure and manage difficult situations calmly
• Ability to work flexible schedules, including nights, weekends, holidays, and overtime as needed
• Reliable attendance and punctuality
• Must have reliable telephone and transportation
• Previous customer service, hospitality, retail, or airport experience
• Must be able to take verbal direction in English
• Must be able to read, write, understand and carry out instructions in English
• Must pass pre-employment and random drug tests
• Must pass a pre-employment background check
• Must meet necessary requirements to obtain a security-sensitive identification badge
• Must be in proper uniform or business attire as directed by company officials
• Identification badges must always be visible
• Adhere to company policies and procedures and participate in achievement of company objectives
• Treat all information as confidential

Work Environment

• Airport terminal, lobby, and passenger service areas
• Fast-paced environment with high passenger traffic
• Frequent interaction with passengers, airline staff, and airport personnel
• Requires standing and walking for extended periods
• Ability to assist passengers with light baggage when necessary
• Ability to work in a busy, high-noise airport environment
• Ability to use computers, kiosks, phones, and other customer service equipment regularly