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Lobby Team Agent



Date Approved:  05/10

Grade:   L

JOB TITLE:              Lobby Team Agent

REPORTS TO:         Airline Administrative Coordinator

FLSA STATUS:        Non-Exempt


Position is critical to efficient customer flows at check-in.  Standing for lengthy periods of time at airline entrances and in front of airport to offer assistance to passengers is required, to include assisting passengers with luggage, answering questions about the location of a terminal or ticket office and providing information about flight schedules of a particular airline.  Also required to check or carry luggage from the curb and perform other services for customers.  Assist elderly, disabled passengers or wheelchair passengers.


Be visible, greet customers and direct all eligible passengers to TSA checkpoint.  Answer customer queries.  Direct customers who have self-tagged to Baggage Drop Off positions and Ticketing as appropriate.  Prioritize customers in line when required.  May be required to monitor hand baggage at the security wall for operational reasons.  Report any irregularities immediately to the Lead or Airline Administrative Coordinator.  Ensure all baggage systems are closed and secured before leaving the area.  Monitor Security Checkpoint Exit Lane to ensure TSA compliance.


Handle luggage, strollers, car seats and wheel chairs. 


Competency/Behavioral Requirements

Be pleasant with others on the job and display a good-natured, cooperative attitude.  Be reliable, responsible, dependable and fulfill obligations.  Provide excellent customer service!  Attention to detail.  Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in difficult situations.  Accept constructive criticism, deal calmly and effectively with high stress situations.  Be open to change (positive or negative) and to considerable variety in the workplace.  Willingness to take on responsibilities and challenges.  Be sensitive to others’ needs and feelings.  Be understanding and helpful on the job.  Abide by airline and MAA policies and procedures.

Minimum Training and Experience

High school diploma or GED equivalent is required.  No experience necessary, will train.  Basic computer skills.  Ability to read and write English.  Ability to plan, organize and follow instructions.

Environmental Requirements

Must adapt to changing working environments and inclement weather conditions.

Physical Requirements

Must be able to work in a high pressure, stressful environment with time constraints.  Be able to lift, push and carry 60 lbs or more.  Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time.  Must have sufficient vision and ability to safely perform the essential functions of the position.

Hours of Operation Requirements

Based on airline schedules.  Based on day of operation requirements, agents may be assigned to work ANY area their qualifications support.

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