Passenger Check-in and Boarding

Ground staff check passengers in for their flights. They verify travel documents, issue boarding passes, and direct passengers to security checkpoints. They also assist passengers with baggage check-in. At the gate, ground staff manage boarding procedures. They announce flight information, coordinate boarding priorities, and assist passengers with boarding the aircraft.   

Baggage Handling

Ground staff handle passenger baggage from check-in to baggage claim. They weigh bags, attach baggage tags, and load bags onto the aircraft. After the flight, they unload and transport bags to the baggage claim area. They also manage lost and found baggage.   

Customer Service and Information

Ground staff provide information to passengers. They answer questions about flight schedules, baggage, and airport facilities. They also assist passengers with special needs, such as elderly passengers, families with children, or passengers with disabilities. Ground staff handle passenger complaints and resolve issues promptly.   

Gate Management

Ground staff manage the boarding process at the gate. They coordinate with flight crews, monitor passenger flow, and ensure on-time departures. They also handle gate changes and communicate flight status updates to passengers.   

Now that you have a clear picture of what ground staff do, we will move on to how you can craft a job description that attracts the best candidates for these crucial roles.

1) Job Title and Overview

The job title should be clear and specific. It should reflect the main responsibilities of the position. The overview should provide a brief summary of the role, including its purpose and primary duties.

2) Essential Duties and Responsibilities

List the key tasks that the ground staff member will perform. This should include a detailed breakdown of daily activities, such as assisting passengers, handling baggage, and managing gates. Clear expectations and performance indicators should be provided to help candidates understand what success looks like in the role.

3) Required Qualifications and Experience

Specify the educational background and experience required for the position. This could include a high school diploma, relevant work experience, and any necessary certifications or licences. For example, previous experience in customer service or a related field may be required.

4) Skills and Competencies

Identify the key skills needed for the role. These may include:

• Customer Service Orientation: Ground staff must be able to assist passengers and resolve issues efficiently.
• Communication Skills: Clear communication is essential for interacting with passengers and other staff members.
• Problem-Solving Abilities: Ground staff need to think on their feet and resolve issues quickly.
• Teamwork and Collaboration: Working well with others is crucial in a busy airport environment.
• Attention to Detail: Ground staff must ensure that all tasks are completed accurately, from checking in passengers to handling baggage.

5) Work Environment and Conditions

Describe the work environment, including the need for shift work and the potential for irregular hours. Ground staff often work long hours, including nights, weekends, and holidays. The physical demands of the job, such as standing for long periods and handling heavy luggage, should also be outlined. Stress management skills are important, as the job can be high-pressure at times.

6) Compensation and Benefits

Provide information on the salary range and any benefits associated with the position. This could include health insurance, retirement plans, and travel perks.

7) Company Culture and Values

Highlight the company’s culture and values. This helps candidates understand what it’s like to work at the organisation and whether they would be a good fit. For example, a focus on teamwork, customer satisfaction, and safety might be key values to emphasise.

With these components in mind, let’s look at some specific examples of job descriptions for different ground staff roles to see how they come together in practice.