Job description
The Premium Services Representative (PSR) provides an exceptional level of personalized service for United’s premium customers including but not exclusive to Global Services members, United Club Customers, Polaris Customers and key high-value customers during day-of-travel. Duties align with the Core4 and help to drive a peace of mind for these customers’ travel experience. Representatives meet and exceed expectations of the position by personifying the core values of our brand (Safe, Caring, Dependable, Efficient). Roles and responsibilities may change or differ based on your location
Main duties
Be present at the GS members arrival gate when unable to prevent misconnectionProvide rebooking, arrival information and any future flight details (this also applies to failed connection attempts)
Identify GS members whose flights are delayed. Re-protect or rebook GS members if not already done so. Monitor GS members’ baggage, ensure it’s on flight.
Be present at departure flight and visible
Meet and greet GS members and engage with all GS members (regardless of cabin)
Assist with seat changes, special requests and preboarding
Resolve service issues before flight departs (i.e. inflight service, meals)
Provide in the moment care compensation when necessary
Protect GS members and issue compensation when necessary
Manning Global Services dedicated check-in lane. Perform efficient checks-ins and credential checks. Ensure baggage is properly handled. Service customers with upgrades, flight check-in seat assignments, and existing reservation modifications.
Pre-plan following day’s flights and check seat assignments and monitor GS emails and dedicated phoneline continually throughout the day.
Monitor downgauged aircraft and oversold flights and protect GS members; all irregular operations impacting GS members.
Prioritize focus flights and noteworthy persons
Required experience
- ◾High School Diploma or equivalent secondary school certificate
- ◾A proven track record of reliability
- ◾Must be at least 18 years of age
- ◾Professional image and appearance
- ◾Outstanding customer service skills
- ◾Confident communication skills
- ◾Must be fluent in English and German (written and spoken)
- ◾Valid driver's license for Germany
- ◾Ability to travel to other countries for training purposes
- ◾Must be flexible to work all shifts and, when necessary, available 7 days a week / 24 hours a day, including holidays and weekends, to deal with any operational and /or unforeseen situations
- ◾Must be legally authorized to work in Germany/EU for any employer without sponsorship
- ◾Successful completion of interview required to meet job qualification
- ◾Reliable, punctual attendance is an essential function of the position
- Preferred: ◾Previous airline/airport operations experience
- Preferred; ◾Fluency in other European languages
How to apply
Contact: Claudia Tobia
Online Application: Please submit application in English
