Airport Services Officer

About the role

The Airport Services Officer ensures safe, efficient and cost‑effective airport operations for Emirates in Hanoi. The role coordinates internal and external teams, maintains high customer service standards and supports the Airport Services Manager.

Key responsibilities

• Plan, organise and control all aspects of airport operations, coordinating handling agents, caterers, other airlines and airport authorities.
• Supervise on‑duty staff, manage duty rosters and ensure coverage during manager absences.
• Analyse operational disruptions (overbookings, weather, delays) and implement remedial actions.
• Brief service providers on Emirates’ requirements and update information as needed.
• Control expenditure on damaged and lost baggage claims and delegate processing.
• Prepare staff performance reviews, coach team members and enforce grooming standards.
• Monitor operational units (Customer Services, Ticket desk, Ramp, Lounge) and report KPI performance.
• Lead projects to improve operational standards and assist with emergency response planning.

Required profile

• Minimum A‑Level or equivalent (Higher Secondary School) with relevant professional training in Customer Services and Ground Operations.
• At least 5 years of airport customer handling/operations experience, including 3 years in a supervisory role.
• Fluency in spoken and written English and the local language, and the right to live and work in Vietnam.

Required skills

• Working knowledge of Reservations/Fares and Ticketing systems.
• Familiarity with Departure Control Systems.
• Knowledge of Dangerous Goods Regulations and Weight & Balance.
• Experience with Baggage Tracing and Claims Handling.
• Proficiency in Microsoft Word, Excel and email.