Malta International Airport plc is seeking motivated individuals who are passionate about working with people in an airport setting and who are committed to continuous learning, development, and contributing to a high-performance culture. This role is available on a full-time basis within the Customer Services Department.

Purpose of the position:
To assist and provide service to all MIA customers, ensuring their needs and requirements are met in a professional, careful, and efficient manner, and to meet and exceed guests’ expectations.

Key responsibilities:

• Assist all guests, answer queries, and deliver services efficiently and reliably.
• Ensure service is always provided politely, with a positive attitude and a focus on exceeding guest expectations.
• Provide general information services at front desk locations and by telephone.
• Assist passengers with various needs, including directions, airport procedures, and requests for special assistance.
• Provide personalised attention to individual guest needs to maintain high service standards.
• Monitor key areas in the airport and ensure smooth passenger movement for arrivals and departures.
• Direct passengers to reduce confusion, congestion, and the build-up of queues.
• Check that gate monitors and Flight Information Display Systems are functioning properly.
• Carry out roaming duties in busy areas when required.
• Work at any assigned deployment point as instructed by the Senior Officer.
• Manage Lost & Found and Luggage Deposit services.
• Monitor and confirm passengers receiving Reduced Mobility services.
• Deliver VIP services in lounges in accordance with established procedures and quality standards.
• Perform hosting duties at La Vallette Lounge, including food and beverage handling, stock replenishment, and expiry checks.
• Answer and manage telephone calls.
• Coordinate with third-party service providers to ensure consistent service delivery.
• Promptly report issues, complaints, accidents, or service shortfalls to the Senior/Assistant Officer.
• Escalate guest or operational challenges and support supervisors in resolving them effectively.
• Stay up to date with the latest Standard Operating Procedures and Internal Communications.
• Follow all company systems, procedures, and policies as directed by management.
• Comply with ICAO, IATA, and EU regulations related to passenger handling and facilitation.
• Follow Occupational Health & Safety regulations and company policies.
• Maintain proper uniform standards and use protective equipment where required.
• Keep airport premises clean and well organised.
• Report and follow up on any cleaning or maintenance issues using internal systems.
• Promote a positive company image and uphold MIA’s core values at all times.
• Take part in the First Aider programme and provide assistance when needed.
• Support Senior and Assistant Officers in their duties.
• Carry out any other duties assigned by the company as required.

Requirements:

• At least have an ‘A’ Level standard of education, or an equivalent qualification.
• Have a positive, outgoing personality, while being smart and well-groomed.
• Possess excellent communication skills, both on the phone and in direct contact with clients.
• Have a good command of written and spoken Maltese and English, and preferably another foreign language.
• Be proficient in MS Office applications.

This is a shift-based role. Candidates must be willing and able to work flexible hours, including weekends, public holidays, and night shifts when required.

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Location:
Luqa,