Ground Services Officer

Ground Services Officers provide quality passenger services and oversee the service standards of ground handling agents. They also maintain the safety and security of passengers.

Ground Services Officer Job Description

Assist passengers during disrupted or delayed flight services, providing necessary support and information to alleviate inconveniences.

Assist Senior Officers and supervisors in the preparation of ground service reports.

Follow up on passenger queries and requests, ensuring all concerns are addressed promptly and satisfactorily.

Report any passenger safety and security standards breaches to maintain the highest levels of safety and compliance within airport operations.

Train and mentor staff in delivering quality ground services, fostering a culture of excellence and continuous improvement within the team.

Note

Ground Services Officers are also responsible for baggage handling during check-ins, boardings, arrivals, and transfers.

What you should know about Ground Services Officer jobs in Singapore

Nature of Work

You must go beyond communicating with passengers over the phone and be comfortable with face-to-face interactions with passengers and teammates.

Key Advice

Be prepared to work irregular hours as you will have to work in shifts to account for the 24/7 flight schedule.

Entry Requirements

Entry Requirements
You will need computer literacy skills to find real-time flight information and operate the reservation and booking systems.

Excellent verbal and written communication skills are critical for effectively assisting passengers and liaising with team members.

The ability to work under pressure and handle challenging situations calmly, especially during flight disruptions or delays.

Strong problem-solving skills to address and resolve passenger queries and concerns promptly.

Familiarity with airline and airport operations to ensure safety and security standards compliance.
Possible Pathway

Possible Pathway

Skills you need to pursue a Ground Services Officer career in Singapore

Hard Skills

Airline Operations Management

Coordinate daily airline operations, ensuring efficiency and safety.

Airline Representation and Station Management

Manage airline interests at airports, including service and operations.

Flight Disruptions and Irregular Operations Management

Ensure minimal schedule impact with effective solutions.

Soft Skills

Decision Making

Make quick and effective choices in dynamic, high-pressure situations.

Interpersonal Skills

Build positive relationships with colleagues and passengers.

Problem-Solving

Identify issues and implement practical solutions swiftly.

Frequently asked questions (FAQs)

What is the difference between Customer Services Agents and Ground Services Officers?

Customer Services Agents are airport staff who assist passengers at check-in counters. Meanwhile, Ground Services Officers are airline staff who respond to queries and assist passengers during delayed flights.
Which part of the airport do Ground Services Officers work at?

Ground Services Officers can work at different parts of the airport during their day-to-day operations. This can range from the information counter to the check-in counters.
How do Ground Services Officers maintain the safety and security of the passengers?

Ground Services Officers must follow safety protocols like conducting pre-flight checks, direct passenger flows and respond to emergencies.
What do Ground Services Officers do to help passengers during delayed flight services?

Ground Services Officers provide information, assistance, and empathy, alleviating stress and ensuring passengers' needs are met while waiting for their rescheduled journey.
How do Ground Services Officers handle passenger inquiries?

Ground Services Officers first understand the passenger's inquiry and provide accurate information, offering their assistance and solution with a professional composure.