Job Summary:
As a Passenger Assistant, you will be responsible for providing high-quality customer service to passengers while ensuring their safety, comfort, and well-being during transportation. This role involves assisting passengers with boarding, alighting, and other activities during their journey. You will also help manage passenger behavior and provide information about routes, schedules, and safety procedures.
Key Responsibilities:
Passenger Assistance: Provide support to passengers, including those with mobility challenges, elderly passengers, and those with special requirements. Assist passengers in boarding, alighting, and settling into their seats.
Safety & Well-Being: Ensure that all passengers are safe throughout the journey. Help passengers with seatbelts, ensure that they are seated securely, and be vigilant for any safety hazards. Assist with emergency evacuations when necessary.
Customer Service: Offer excellent customer service by providing information regarding the service, journey, and local area. Address passengers' queries and resolve any issues or complaints promptly and professionally.
Monitoring Passenger Behavior: Help maintain a peaceful and respectful environment on board by managing passenger behavior. Deal with disruptive behavior in a calm and polite manner, reporting incidents when required.
Health and Safety Compliance: Follow all health and safety protocols, ensuring that passengers adhere to safety regulations (e.g., mask-wearing, seating arrangements) during the journey.
Ticket and Travel Assistance: Assist passengers with tickets, travel passes, and relevant information regarding the journey. Ensure that any necessary checks are carried out on tickets or passes.
Route Knowledge: Be knowledgeable about the routes and schedules to help guide passengers and ensure a smooth and efficient travel experience.
Emergency Response: Be prepared to respond appropriately in case of emergencies, including administering first aid when necessary and alerting appropriate authorities.
Record Keeping: Maintain accurate records of any incidents, customer feedback, or safety concerns that arise during the shift.
General Support: Perform general duties as required, including helping with luggage, ensuring cleanliness, and supporting other staff members.
Qualifications & Experience:
Essential:
Previous experience in a customer service or similar role.
Good communication skills, both verbal and written.
Ability to work effectively as part of a team.
Strong interpersonal skills and ability to handle stressful situations calmly.
Basic knowledge of health and safety protocols.
Flexibility in working hours, including evenings and weekends if required.
Desirable:
Experience in transportation, passenger services, or similar industry.
First Aid certification.
Knowledge of special assistance procedures and how to support passengers with disabilities.
Understanding of local routes, timetables, and schedules.
Personal Attributes:
Friendly, approachable, and reliable.
Professional appearance and demeanor.
A customer-focused attitude with the ability to handle complaints or concerns effectively.
Patience and empathy, especially when dealing with vulnerable passengers.
Ability to work under pressure and adapt to changing situations.
Working Conditions:
The role may require standing for long periods and assisting passengers with mobility.
Must be able to work in varying weather conditions if the role involves outdoor duties.
May involve shift work, including weekends, evenings, and public holidays.