Guest Services Officer – London Gatwick Airport

About the role

AirAsia X is looking for a dynamic Guest Services Officer to join its London Gatwick Airport team. Reporting to the Station Manager, you will ensure safe, secure and high‑quality service across check‑in, gate and arrival operations.

Key responsibilities

• Oversee daily ground‑service activities at the check‑in counter, gate and arrival hall, and prepare operational reports.
• Plan and brief staff before each shift, assign duties, and ensure all tools and equipment are ready.
• Open the check‑in counter at least four hours before departure and verify that all systems (conveyor, BHS, tubs, FIDS) are operational.
• Monitor staff performance, enforce SOPs, and report any disciplinary issues.
• Respond promptly to flight delays, coordinate corrective actions, and maintain compliance with airline standards, safety regulations and local laws.

Required profile

• Friendly, mature, honest and meticulous with a self‑starter attitude.
• Ability to work under pressure and on rotating shifts.
• Fluent in spoken and written English; proficiency in Bahasa Malaysia or the local language is a plus.
• High level of confidentiality, tact and strong interpersonal communication.

Required skills

What we offer

• Comprehensive medical and insurance benefits, including maternity coverage.
• Flexible working arrangements, paid time off and wellness programmes.
• Financial development resources and career‑growth opportunities.
• Free and discounted flights for you and your family, plus exclusive partner discounts.