Aviagroup Ltd.

Aviaserve Ltd is a ground handling and aviation services provider based at Malta International Airport in Luqa, Malta. A company fully licensed to provide a wide range of ground handling services at the airport and is regarded as the primary independent ground handling agent in the country. Aviaserve specialises in airport ground handling services for passenger, ramp and cargo operations, serving many international airlines. Aviaserve has established itself with international industry standards combined with local expertise, emphasising safety, reliability and professional service delivery.

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Key Duties and Responsibilities
The Departure Host (Customer Care) is responsible for ensuring the safe, efficient and professional management of passenger boarding operations at assigned departure gates. The role is primarily focused on departure gates. Working closely with airlines, airport stakeholders and internal operational departments, the Departure Host plays a key role in delivering high-level customer experience while maintaining full compliance with airline procedures, airport regulations and company standards.
The Departure Host shall:
•	Prepare assigned boarding gates prior to opening by setting up all airline-specific equipment, including queue barriers, boarding lane signage, baggage sizers, information displays and any additional materials required for the airline's boarding operation.
•	Ensure that boarding gates remain organised, presentable and operationally ready throughout the boarding process.
•	Welcome passengers arriving at the departure gate, provide clear and accurate information regarding boarding procedures, boarding times, gate changes and flight updates, and maintain a professional and courteous customer service standard at all times.&nbsp;
•	Conduct all required boarding document verification, including boarding passes, and any airline-specific requirements, ensuring compliance with airline policies, immigration regulations and airport security procedures.
•	Manage the boarding process in accordance with airline boarding priorities and procedures, ensuring an orderly flow of passengers and assisting to maintain on-time departure performance.
•	Organise and supervise pre-boarding queues, ensuring passengers are directed correctly and that boarding groups are managed efficiently in accordance with airline requirements.
•	Monitor passenger movement within the gate area, proactively identifying congestion or operational issues and taking appropriate action to maintain an orderly boarding environment.&nbsp;
•	Monitor cabin baggage compliance for specific airlines as guided by the department manager by identifying oversized or excess cabin baggage, explaining airline baggage policies to passengers, processing gate baggage payments where applicable, issuing the necessary documentation and coordinating the transfer of gate-checked baggage with baggage services.
•	Check up on Passengers with Disabilities (PWD) and Passengers with Reduced Mobility (PRM), and coordinating with the PWD team in accordance with Malta International Airport Service Level Agreements, company procedures and applicable accessibility standards.
•	Escort passengers for assigned flights between the departure gate and the aircraft.
•	Carry out passenger escort duties between aircraft and terminal facilities whenever operationally required, including providing support to Baggage Services by escorting passengers from arriving aircraft to baggage reclaim or designated terminal areas.
•	Escort flight crew for designated airlines between operational points and departure gates as required, ensuring efficient crew movement in line with operational schedules.
•	Provide operational support to assigned airlines handled by the company at the departure gates, adapting to individual airline procedures, boarding requirements and service standards.
•	Assist with additional operational duties within the terminal and on the apron when directed by the Department Manager, ensuring all activities are carried out safely and in accordance with company procedures.
•	Liaise effectively with gate supervisors, security personnel, ramp operations, baggage services and other operational departments to ensure seamless coordination of departure activities.
•	Respond professionally to passenger enquiries, complaints, flight disruptions, delays and irregular operations by providing timely information, reassurance and practical assistance while escalating issues where appropriate.
•	Maintain awareness of operational priorities and proactively identify potential issues that may affect boarding efficiency, safety or customer service, reporting any concerns promptly to the relevant supervisor and Senior Departure Hosts.
•	Complete required documentation and incident reports accurately and within required timeframes, ensuring records are maintained in accordance with company requirements.
•	Perform operational duties as required, including flight boarding at departure gates and other passenger handling functions, in line with operational requirements.
•	Undertake any other duties within the scope of the position that may reasonably be assigned by the Department Manager, to meet operational requirements.
Requirements
•	Secondary level of education or equivalent.
•	Excellent command of spoken and written English; additional languages will be considered an asset.
•	Previous experience in a customer service environment is desirable, preferably within aviation, tourism, hospitality or passenger services.
•	Ability to communicate confidently and professionally with passengers from diverse cultural backgrounds.
•	Ability to work effectively under pressure in a fast-paced operational environment.
•	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 throughout the shift.
•	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.
Working Conditions
The role involves prolonged periods of standing and walking, frequent movement between boarding gates and operational areas, and 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.&nbsp;
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.


<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Strong communication and interpersonal skills.</li><li>Ability to remain calm and work effectively under pressure.</li><li>High attention to detail.</li><li>Professional appearance and grooming standards.</li><li>Good problem solving and decision-making skills.</li><li>Teamwork and adaptability to shift work.</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>Secondary school education or equivalent.</li><li>Previous experience in customer service, hospitality, or airline/airport operations (preferred but not always required for entry-level).</li><li>Computer Literate</li></ul>

Key Duties and Responsibilities
The Departure Host (Customer Care) is responsible for ensuring the safe, efficient and professional management of passenger boarding operations at assigned departure...

Departure Host

Job Purpose: The PWD Agent shall ensure dedicated assistance to passengers with reduced mobility and persons with disabilities, delivering a safe, dignified, and seamless airport experience from arrival to departure (or vice versa), in full compliance with airline, airport, and applicable legal accessibility standards.
Key Responsibilities:
1.Assist passengers with reduced mobility and disabilities throughout check-in, security, boarding, arrival, and baggage claim processes, in accordance with the required Service Level Agreement.
2.Provide wheelchair and manual assistance, ensuring safety, comfort, and dignity at all times.
3.Escort passengers between terminal areas and aircraft gates.
4.Coordinate with check-in staff, security personnel, boarding gate agents, and other relevant departments to ensure timely support and effective communication.
5.Operate special equipment (e.g., wheelchairs) safely and in compliance with procedures.
6.Maintain accurate records of services provided, including escort times and assistance details.
7.Respond to passengers’ individual needs with professionalism, sensitivity, and respect.
8.Adhere strictly to safety, confidentiality, and customer service protocols.
9.Report any irregularities, incidents, or delays promptly to the PWD Supervisor.
<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Reliability, punctuality, and respect toward all passengers and colleagues.</li><li>Ability to work effectively within a team and independently with minimal supervision.</li><li>Demonstrated empathy, patience, and professionalism at all times.</li><li>Good physical fitness and stamina to accommodate extended walking distances and to assist or support passengers as required.</li><li>Ability to remain calm and composed in challenging or time-sensitive situations.</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>Proficiency in English; knowledge of additional European languages is considered an asset.</li></ul>

Job Purpose: The PWD Agent shall ensure dedicated assistance to passengers with reduced mobility and persons with disabilities, delivering a safe, dignified, and seamless airport experience from...

PWD Agent

Job Purpose: The Ramp Loader is responsible for the safe, efficient, and timely handling of passenger baggage and cargo within the airport premises. Key duties include the loading and unloading of luggage from aircraft, ensuring all items are properly tagged, and delivering them accurately to their designated locations. This position requires physical stamina, strict adherence to safety protocols, and the ability to perform effectively under time constraints in a fast-paced, dynamic airport environment. As a Ramp Loader, you will play a vital role in supporting ground operations and contributing to the smooth turnaround of aircraft.

Key Responsibilities:
1. Operate various airfield vehicles and equipment, including ramp tractors, power carts, conveyors, passenger stairs, and ground power units.
2. Support the Team Leader in preparing necessary equipment for each flight.
3. Ensure correct and timely delivery of baggage and cargo to designated locations.

Qualifications and Experience:
1. A valid Maltese work permit.
2. A valid driving licence (Maltese, EU, or UAE) is considered an asset.
3. Strong proficiency in both written and spoken English and Maltese.
4. Flexibility to work on a roster basis, including weekends and public holidays.
5. Willingness to work outdoors in varying weather conditions.

<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Ability to work effectively under pressure.</li><li>Strong coordination and organizational skills.</li><li>Capable of managing multiple flights simultaneously.</li><li>Strong proficiency in both written and spoken English and Maltese.</li><li>Flexibility to work on a roster basis, including weekends and public holidays.</li><li>Willingness to work outdoors in varying weather conditions.</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>A valid driving licence (Maltese, EU, or UAE) is considered an asset.</li></ul>

Job Purpose: The Ramp Loader is responsible for the safe, efficient, and timely handling of passenger baggage and cargo within the airport premises. Key duties include the loading and unloading of...

Ramp Loader

Job Purpose:&nbsp;
To ensure a smooth, efficient, and customer-focused check-in process for departing passengers, delivering service of the highest standard while adhering to airline procedures, safety regulations, and operational requirements.
Key Responsibilities:
<ol>
<li>Greet passengers in a professional and courteous manner.</li>
<li>Verify travel documents (passport, visa, ticket, and any special requirements).</li>
<li>Check in passengers using the airline’s reservation system.</li>
<li>Issue boarding passes and baggage tags.</li>
<li>Weigh, tag, and check in luggage in accordance with airline and safety regulations.</li>
<li>Ensure baggage meets weight, size, and security requirements.</li>
<li>Provide passengers with information on flight status, boarding gates, and boarding times.</li>
<li>Provide assistance to passengers with reduced mobility (PRMs), unaccompanied minors (UMs), and other special needs passengers.</li>
<li>Adhere to airline and airport Standard Operating Procedures (SOPs).</li>
<li>Communicate with gate agents, supervisors, and ground handling staff for smooth operations.</li>
<li>Monitor stationery and ensure operational supplies are available.</li>
<li>Attend briefings and training as required by the company or airline.</li>
</ol>
Working Conditions: 
The role of a Check-In Agent is carried out in a dynamic airport environment with constant passenger flow, requiring sustained focus, professionalism, and customer engagement. The role demands strict adherence to safety and security regulations while interacting with passengers, and colleagues. Workload may vary considerably depending on flight schedules, delays, and seasonal demand, and the position operates on a shift-based schedule, including nights, weekends, and public holidays.
<h4 style="margin-top: 24px;" class="heading requirements">Requirements</h4><ul class="jobDescList requirements"><li>Strong communication and interpersonal skills.</li><li>Ability to remain calm and work effectively under pressure.</li><li>High attention to detail and accuracy in passenger and baggage processing.</li><li>Professional appearance and grooming standards.</li><li>Good problem-solving and decision-making skills.</li><li>Teamwork and adaptability to shift work, including nights, weekends, and public holidays.</li></ul><h4 style="margin-top: 24px;" class="heading education">Education and Experience</h4><ul class="jobDescList education"><li>Secondary school education or equivalent.</li><li>Post-secondary education, vocational training, or courses in tourism, hospitality, or aviation (advantageous).</li><li>Previous experience in customer service, hospitality, or airline/airport operations (preferred but not always required for entry-level).</li><li>Familiarity with airline reservation and departure control systems (e.g., GoNow, Altea) is an asset.</li><li>Computer Literate</li></ul>

Job Purpose:&nbsp;
To ensure a smooth, efficient, and customer-focused check-in process for departing passengers, delivering service of the highest standard while adhering to airline procedures,...

Check-In Agent