Gate Assistant

The Gate Assistant is responsible for ensuring compliance with airline 

cabin baggage policies during the boarding process by monitoring cabin baggage 

allowances, identifying non-compliant baggage and facilitating the collection of 

applicable charges in accordance with airline procedures. The role is primarily based at 

the departure gates and supports the efficient boarding of flights while consistently 

enforcing baggage regulations.

The Gate Assistant works closely with Departure Hosts (Customer Care), Ticket Desk 

Agents, airline representatives and operational teams to ensure passengers are 

processed efficiently, professionally and in accordance with airline and company 

standards.

• Monitor cabin baggage allowances at assigned departure gates in accordance 

with airline-specific policies, procedures and operational requirements as 

directed by the Department Manager.

• Conduct cabin baggage compliance checks prior to and during boarding to 

ensure passengers adhere to the airline's permitted baggage dimensions, and 

allowance entitlements.

• Identify non-compliant cabin baggage and professionally explain the applicable 

airline baggage policies and available options to passengers.

• Apply the relevant airline charges for excess, oversized or non-compliant cabin 

baggage in accordance with airline procedures and company instructions.

• Liaise closely with the Ticket Desk to ensure baggage charges are processed 

accurately and efficiently, ensuring passengers receive the appropriate 

documentation prior to boarding.

• Verify that all baggage payment procedures have been completed before 

authorising passengers to proceed with boarding.

• Coordinate with Departure Hosts (Customer Care), to ensure gate-checked 

baggage is processed correctly and transferred in accordance with operational 

procedures.

• Monitor passenger flow within the boarding area and assist in maintaining an 

organised, and efficient boarding process.

• Provide clear, courteous and professional communication to passengers 

regarding baggage policies while maintaining customer service and de-escalating 

situations where appropriate.

• Promptly report any passenger disputes, incidents, unacceptable behaviour or 

staff-related concerns through the Company's approved internal reporting 

system, ensuring reports are factual, accurate and submitted within the required 

timeframe.

• Monitor cabin baggage allowances at assigned departure gates in accordance 

with airline-specific policies, procedures and operational requirements as 

directed by the Department Manager.

• Conduct cabin baggage compliance checks prior to and during boarding to 

ensure passengers adhere to the airline's permitted baggage dimensions, and 

allowance entitlements.

• Identify non-compliant cabin baggage and professionally explain the applicable 

airline baggage policies and available options to passengers.

• Apply the relevant airline charges for excess, oversized or non-compliant cabin 

baggage in accordance with airline procedures and company instructions.

• Liaise closely with the Ticket Desk to ensure baggage charges are processed 

accurately and efficiently, ensuring passengers receive the appropriate 

documentation prior to boarding.

• Verify that all baggage payment procedures have been completed before 

authorising passengers to proceed with boarding.

• Coordinate with Departure Hosts, to ensure gate-checked 

baggage is processed correctly and transferred in accordance with operational 

procedures.

• Monitor passenger flow within the boarding area and assist in maintaining an 

organised, and efficient boarding process.

• Provide clear, courteous and professional communication to passengers 

regarding baggage policies while maintaining customer service and de-escalating 

situations where appropriate.

• Promptly report any passenger disputes, incidents, unacceptable behaviour or 

staff-related concerns through the Company's approved internal reporting 

system, ensuring reports are factual, accurate and submitted within the required 

timeframe.

• Assist Departure Hosts with boarding operations, passenger 

assistance and other gate-related activities according to operational 

requirements, passenger volumes and on-time performance demands.

• Attend all mandatory training, operational briefings and recurrent competency 

programmes required to perform the role effectively.

• Undertake any other duties and responsibilities reasonably assigned by the 

Department Manager that are within the scope of the position and necessary to 

meet operational and business requirements.

The role involves prolonged periods of standing and walking, frequent movement 

between boarding gates and operational areas, and occasionally work outdoors while 

escorting passengers or supporting airside operations. Employees are required to 

maintain a high level of professionalism while working under time-sensitive conditions 

and strict operational deadlines.

The position operates on a non-standard roster basis and requires full flexibility to work 

early mornings, afternoons, evenings, night shifts, weekends, public holidays and 

additional hours as dictated by operational requirements.

Employees must comply with all Company policies, airline procedures, airport 

regulations, health and safety requirements and security protocols, including the correct 

use of personal protective equipment (PPE) where applicable.

• Previous experience in a customer service environment is desirable, preferably within aviation, tourism, hospitality or passenger services
• Ability to work effectively under pressure in a fast paced operational environment
• Ability to communicate confidently and professionally with passengers from diverse cultural backgrounds
• Excellent interpersonal, organisational and problem - solving skills
• Ability to follow operational procedures and work with minimal supervision
• Physically fit and capable of standing and walking for extended periods
• Willingness to obtain and maintain all airport security clearances and permits required for the role
• Flexibility to work shifts, including early mornings, evenings, weekends, public holidays and overtime in line with operational requirements
• Excellent command of spoken and written English; additional languages will be considered an asset

• Secondary level of education or equivalent