JOB DESCRIPTION
Job Title: | Protocol Officer (Airport Concierge & On-Site Sales) | O*NET Code: | 39-6012.00 (Concierges) |
Job Level: | L2 — Operational | Band D | Grade 7–8 | Job Code: | AB-Ops-01 |
Sector: | Operations | Company: | Al-Bashiq Company |
Division: | Operations Division | Department: | Operations Department — Airport Protocol & On-Site Sales |
Section: | Baghdad International Airport — Arrival & Departure Lounges | Reports To: | Protocol Supervisor (مشرف التشريفات) |
Subordinates: | None | Functional Manager | Operations Manager (Functional) |
Job Purpose |
Deliver professional protocol and concierge services to passengers and corporate guests inside Baghdad International Airport lounges, while actively promoting and selling Al-Bashiq's transport services (airport transfers, VIP transport, advance bookings) at the point of customer contact. The role projects Al-Bashiq's brand at the most visible customer touchpoint, converts passenger interactions into completed bookings, and ensures every served customer experiences seamless coordination between front-of-house service and operational dispatch. |
Key Duties & Responsibilities |
● Receive passengers, VIPs, and corporate delegations inside airport lounges with a professional, courteous, and well-presented manner consistent with Al-Bashiq's service standards. ● Assist passengers in completing their airport procedures — wayfinding, support, and answering enquiries about transport options. ● Escort customers as required by service tier (standard, VIP, special-service) until they are handed over to the designated driver and vehicle. ● Confirm that pre-arranged bookings or services are executed on time and notify Operations Control immediately of any delay. ● Promote Al-Bashiq's services inside departure and arrival lounges — airport transfers, VIP transport, advance-booking packages — through direct, ethical, and informative interaction. ● Present service options to passengers and close on-the-spot sales, ensuring full understanding of pricing, vehicle category, and pickup/drop-off arrangements. ● Achieve daily and weekly on-site sales targets set by the Marketing & Customer Service Supervisor. ● Record every sale immediately in the company system or approved mobile application — booking reference, customer details, payment confirmation, vehicle assignment. ● Coordinate with the Operations Monitor (مراقب التشغيل) to dispatch the correct vehicle and driver for each sold service, and confirm pickup details with the customer. ● Follow up post-service to confirm customer satisfaction and escalate any complaint or improvement suggestion to the Quality Department. ● Comply with airport authority regulations, security clearance procedures, and dress-code/identification requirements at all times. ● Maintain professional appearance — full uniform, security pass visible — throughout every shift. |
Qualifications & Requirements |
High school diploma (Iraqi Baccalaureate) required as a minimum; Diploma or Bachelor's degree in Tourism, Hospitality, Sales, Marketing, Business Administration, or a related discipline strongly preferred. ● Languages: Strong spoken Arabic essential; intermediate to advanced English is highly valued for international travellers; an additional language (e.g., Turkish, Persian, French) is a significant advantage. ● Computer & app literacy: Confident use of smartphones, mobile booking apps, and basic CRM/POS systems. ● Personal presentation: Polished appearance and conduct suitable for direct customer contact in a high-visibility public setting. ● Airport-environment readiness: Capable of obtaining and maintaining airport security clearance and operating within airside / landside regulations. |
Experience |
Minimum 1–3 years of experience in customer service, hospitality, front-of-house, concierge, or direct on-site sales — ideally in airports, hotels, travel agencies, ground-handling companies, or premium transport operators. ● Demonstrated ability to engage customers proactively and convert interactions into sales. ● Prior experience interacting with international travellers in a professional service setting. ● Track record of achieving or exceeding individual customer-service and sales targets. |
Skills & Competencies (Knowledge, Skills and Abilities) |
Knowledge ● Customer & Personal Service [Expert] — service-recovery, VIP-handling, and concierge standards in a high-pressure public setting. ● English Language [Advanced] — communicating with international travellers and reading booking system interfaces. ● Sales & Marketing [Advanced] — service-promotion techniques, on-the-spot closing, and basic value-proposition delivery. ● Transportation [Proficient] — Al-Bashiq's fleet, service tiers, route options, and airport ground-transport context. ● Administration & Records [Proficient] — booking entry, customer-record accuracy, and reporting discipline. ● Computers & Mobile Apps [Proficient] — booking app navigation, payment confirmation, and shift reporting.
Skills ● Active Listening [Expert] — understanding customer needs quickly in a noisy, fast-moving airport environment. ● Speaking & Communication [Expert] — engaging passengers professionally in both Arabic and English. ● Service Orientation [Expert] — consistent willingness to help and elevate the customer experience. ● Social Perceptiveness [Advanced] — reading travellers' situations, mood, and urgency to tailor the right service approach. ● Persuasion & Negotiation [Advanced] — closing on-site sales without high-pressure tactics that damage brand trust. ● Coordination [Proficient] — synchronising customer commitments with dispatch and vehicle availability in real time.
Abilities ● Oral Comprehension & Expression — exchanging clear service information across Arabic and English speakers under noise and time pressure. ● Speech Recognition & Clarity — articulating clearly and understanding accented speech from international travellers. ● Problem Sensitivity — spotting service issues (delays, missed pickups, unhappy customers) before they escalate. ● Composure & Emotional Control — maintaining a professional demeanour with difficult or distressed travellers. ● Stamina — performing on foot for full shifts in a high-traffic public terminal. |
Key Performance Indicators (KPIs) |
● Monthly On-Site Sales Revenue (Bookings Closed) — Target: as set by Operations Manager (minimum threshold + stretch) | Frequency: Monthly | Source: Booking system reports ● Daily Booking-Entry Accuracy (no missing/duplicated records) — Target: 100% | Frequency: Daily | Source: Operations Monitor audit ● Customer Satisfaction Score (Post-Service Survey / Direct Feedback) — Target: ≥ 90% | Frequency: Monthly | Source: Quality Department surveys ● Dispatch Coordination Lead-Time (sale → vehicle ready) — Target: ≤ 5 minutes for standard, ≤ 10 minutes for VIP | Frequency: Monthly | Source: Operations dispatch log ● Complaints Attributable to Protocol Service — Target: ≤ 1 per month | Frequency: Monthly | Source: Quality Department complaint log ● Uniform & Security Compliance — Target: 100% adherence on all shifts | Frequency: Quarterly | Source: Protocol Supervisor inspection |
Prepared by: (Direct Manager) | Reviewed by: (BUHR / HRBP) | Approved by: (Group OD Manager) | Approved by: (Group HR Director) |
Name: ____________ Position: _________ Signature: ________ Date: ____________ | Name: ____________ Position: _________ Signature: ________ Date: ____________ | Name: ____________ Position: _________ Signature: ________ Date: ____________ | Name: ____________ Position: _________ Signature: ________ Date: ____________ |
Acknowledgement This certifies that I have read the job description and I am able to perform all essential duties as outlined. Employee Name: ________________ Signature: ________________ Date: ________________ |
