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. 

• 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. 

• 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. 

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.