Ground Staff || Freshers & Experienced

job description: ground staff

position: ground staff / customer service associate

department: airport operations

location: lucknow airport, varanshi, allahbad airport

reports to: duty manager / station manager

1. job summary

ground staff are responsible for ensuring smooth operations at the airport—from assisting passengers at check-in to coordinating boarding and ensuring baggage handling procedures are followed. they maintain service standards, passenger safety, and operational efficiency.

2. key responsibilities

passenger handling

assist passengers at check-in counters, issuing boarding passes and baggage tags.

provide support with special assistance cases (unaccompanied minors, elderly passengers, passengers with disabilities).

guide passengers through security procedures, terminal navigation, and boarding gates.

handle customer queries, complaints, and provide accurate information regarding flight schedules and delays.

baggage handling

ensure proper tagging, loading, unloading, and transfer of baggage.

coordinate with ramp teams to prevent baggage misplacement.

assist in resolving issues related to lost, damaged, or delayed baggage.

flight operations

coordinate with pilots, cabin crew, and air traffic teams for smooth aircraft turnaround.

ensure passenger boarding is completed on time and maintain headcount accuracy.

communicate with ground operations teams (security, ramp, catering, etc.) to support on-time performance (otp).

safety & compliance

follow all aviation safety regulations and airline standard operating procedures (sops).

assist in emergency situations (evacuations, medical cases, etc.).

maintain secure handling of documents and adhere to airport authority guidelines.

customer service

provide courteous and professional service throughout passenger interaction.

handle difficult situations calmly, including flight delays, overbooking, or cancellations.

promote airline products and services when required.

3. skills & competencies

excellent communication & interpersonal skills

strong problem-solving ability

ability to work under pressure and in fast-paced environments

basic computer skills (ms office, reservation systems)

good physical stamina (role may involve standing for long hours)

4. qualifications

educational requirement: 12th pass / graduate (preferred)

age limit: typically 18–27 years (varies by airline)

language skills: fluency in english and local language

certifications: aviation/ground handling courses are an added advantage

5. working conditions

shift-based work (including nights, weekends, holidays)

airport environment—standing/walking for long hours

uniform and grooming standards must be maintained

6. key performance indicators (kpis)

on-time departure / turnaround

passenger satisfaction scores

baggage handling accuracy

adherence to safety & security norms;

• Experience

  0 - 5 Years

• No. of Openings

  200

• Education

  12th Pass

• Role

  Ground Staff

• Industry Type

  Aviation / Airline / Aerospace

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office