Ipek
Ipek

Ipek's Persona was developed to represent a professional check-in agent who has worked in the airport ground handling company-passenger services. As traditional customer service roles will be automated or become self-served, fewer staff will be needed behind fixed desks. Thus, Ipek's role will be more oriented to customer service and interaction with customers at any point in their journey, answering complex questions, giving them support and improving their overall travel experience. On the other side, as Ipek will be no more involed into the passenger boarding, her tasks will be more oriented to coordination and supervision of the remote check-in and boarding.
Information
Age: 32
Education/ Expertise: Trainings of: Passenger services, Ramp safety, dangerous goods regulation, passengers with reduced mobility (PRM), Pax services basic, Communication, SMS, Check-in systems, civil aviation safety
**Location: **Adana
Tasks
- Management of passengers' requests Management of passports and tickets
- Management of passengers' information verification and storage
- Management of passengers' baggage and weighing and labeling
- Management of passengers' extra baggage charge Gate coordination
- Management of unaccompanied children and PRMs management
- Management of lost and damaged baggage
- Emergency management Boarding staff coordination
- Boarding management Flight schedule checks
- Management of emergency and contingencies
Main challenges in the workplace
- Application of Safe and Security rules
- Relocation
- Use of Integrated Management Systems
- Support of customers and monitoring of automated processes (e.g., check-in and boarding)
Roles and responsibilities
- Safe, efficient and secure check-in (also contactless check-in) and boarding
- Coordination and supervision of the remote check-in and boarding staff
- Manage customers inquiries and requests
Skills competences and study pathway
The study pathway developed for Iptek describes the formal training, technical skills and competencies that a professional check-in agent who needs to be reskilled into a single virtual check-in agent needs to acquire.
Being a Professional check-in agent who needs to be reskilled into a single virtual check-in agent requires also a set of new and additional behavioural competences and skills to perform successfully in the context of single and multiple check-in agent operations. Each competence below includes a short definition, the key behavioural markers and theoretical knowledge associated. The behavioural markers are examples of observable actions and skills that one might demonstrate with these competences.
Communication
Definition
The ability to interact with various stakeholders, use a number of different channels, respond to customers' needs, expectations and inquiries selecting the appropriate mode of communication.
Knowledge (Knows/aware of / familiar with)
- The communication process
- The communication pitfalls
- The impact of interferences on communication
- How a clear and concise message looks like
- Existence of communication styles
- How to change communication style according to the situation
- Technique of active listening
Behavioural markers (being able to)
- Communicate with passengers and listen carefully to their requests
- Give passengers direct, clear and concise instructions
- Assist passengers with timetable information
- Provide passenger with clear information regarding their rights
- Provide passenger with clear information about safety and security
- Respond on time to passengers' inquiries Manage personal stress
Interpersonal and culture skills
Definition
The ability to effectively communicate with people from different cultural backgrounds.
Knowledge (Knows/aware of / familiar with)
- Intercultural communication principles
- Cultural characteristics of different countries or regions
- Socio-cultural aspects and barriers that may influence the communication process
Behavioural markers (being able to)
- Work in multicultural environments
- Apply intercultural teaching strategies
- Show intercultural awareness
- Demonstrate empathy
- Properly speak in different languages
- Resolve and manage conflicts
Leadership and teamwork
Definition
The ability to demonstrate effective leadership and ability to work in a team.
Knowledge (Knows/aware of / familiar with)
- Team dynamics and effective leadership techniques
- Contribution of teamwork to individuals and institutions
- Team formation, distribution of tasks Team leadership, synergy and common goal setting
- Effective communication skills inside and outside the teamwork
- Effects of collective intelligence
Behavioural markers (being able to)
- Use initiative and direct and delegate tasks when required
- Understand all roles and responsibilities within the team
- Encourage open communication and participation
- Take responsibility for all actions and admit mistakes when required
- Understand team members' needs as well as different levels of proficiency amongst team members
- Provide timely constructive feedback to team members whilst receiving and acknowledging the same from others
- Assertively intervene when required
- Resolve conflicts and/or disagreements constructively
- Maintain self-control in distressing situations
Workload management
Definition
The ability to use available resources to prioritize and perform tasks in an efficient and timely manner, manage personal efficiency and work tempo, and remain concentrated throughout the whole duty period.
Knowledge (Knows/aware of / familiar with)
- Aviation psychology (human overload and underload, fatigue and stress management, etc.)
- Threat and error management
- Time management / planning
- Multi-tasking strategies
Behavioural markers (being able to)
- Maintain self-control in all situations Plan, prioritize and schedule tasks effectively
- Manage time efficiently when carrying out tasks
- Offer and accept assistance and ask for help early Review, monitor and cross-check actions conscientiously
- Verify that tasks are completed to the expected outcome
- Manage and recover from interruptions, distractions, variations and failures effectively