Liaison Officer – American Airlines

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 265 locations in over 55 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.

Main accountabilities include: 

In addition to Passenger Services Officer – Level 3 duties:

• Comply with OH&S requirements and ensure work environment is safe.
• Attend to operational requirements as required.
• Greet AA VIP passengers upon arrival or departure with warmth.
• Provide end-to-end escorting through security, border force, and departure/arrival gates.
• Communicate effectively with AA staff, GH staff, security, border force to expedite passenger processing.
• Ensure any special requests are fulfilled efficiently.
• Oversee priority and VIP baggage handling is tagged, tracked and delivered promptly.
• Escort VIP passengers to premium lounges and ensure all comfort and refreshment needs are met.
• Monitor flight schedules and updates in real time to adjust meet and greet logistics accordingly.
• Notify VIP passengers and departments of delays or early arrivals and adapt plans instantly.
• Provide excellent customer service with cultural awareness and confidentiality.
• Always maintain client privacy in line with industry best practices and data security standards.
• Provide quick solutions while maintaining a positive VIP experience.
• Collaborate with AA and GH staff to ensure consistency and excellence in service delivery.

Safety, Security and Compliance

All employees have a responsibility and duty whilst at work to:

• Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
• Co-operate with their manager / supervisor in order to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
• Report any hazards, near misses, incidents, accidents or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
• Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
• Fully understand the company health and safety policy.
• Attend training courses as may be arranged by the Company.
• Engage with MORSE and follow our code principles.

An employee who impedes the implementation of a safe and healthy system of work, or puts themselves or others at risk by not following health and safety procedures or by engaging in horseplay, will face serious disciplinary action. Endangering the health and safety of people, is considered in most Countries and States to be a breach of law, and enforcing officials (e.g. fire officers, local health and safety authority) could bring prosecutions against the Company, Company Directors, Management and employees alike.

Qualifications and Experience

• Excellent knowledge of airline operations and related environment
• Knowledge of all areas.
• Demonstrate effective leadership by providing direction, clarity and understanding of what is required to
  achieve company goals to both AA and GH staff
• Excellent Customer Service skills to internal (GH) and external customers (Passengers)
• Demonstrate ability to take ownership of problems and make decisions
• Have consistency in approach
• Effective use of presentation and negotiation skills
• Diplomacy, listening and empathy
• Copes effectively with changes in strategy and goals
• Ability to work extremely well under pressure
• Role model for personal presentation and grooming
• Ability to work shift work

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity.  We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented.  Where everyone feels valued and can reach their full potential.  

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role.  Please feel free to contact the hiring manager below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here

Application instructions  

Please express your interest for this position by clicking on the below link:

If you have any questions, you can contact Peter Andriotis at Peter.Andriotis@menziesaviation.com

The closing date for submissions is Friday 1^st August 2025.

You are reminded to clear any application with your current line manager in advance of submitting.