Job Description
OVERVIEW:
Location: Kansai International Airport
Department: Guest Services
Entity: AirAsia X Berhad
Status: Full Time
The Guest Service Officer (GSO), based in Kansai for AirAsia X, is responsible for delivering the highest levels of safety, security, and service standards in daily ground operations. This role ensures smooth execution of guest service activities at check-in, boarding gates, arrival hall, and other key passenger touchpoints.
Ensure smooth daily operations at check-in counters, gate management, arrival halls, and prepare daily operational reports.
Plan and coordinate staffing before the start of operations, including information updates, briefing/debriefing, assigning staff to designated areas, and ensuring all operational tools are available and functional.
Ensure check-in counters open 4 hours prior to departure and all systems (conveyor, BHS, tubs, FIDS) are operational.
Monitor staff movement, attendance, and discipline, escalating issues to supervisors or the Station Manager as necessary.
React promptly to flight delays and coordinate with supervisors to implement corrective measures.
Ensure full compliance with Standard Operating Procedures (SOP) in line with the Ground Operations Manual (GOM).
Uphold airline standards, safety performance, and compliance with all applicable laws and procedures at the station.
Friendly, mature, humble, honest, meticulous, and able to work independently under pressure in a challenging environment.
Strong proficiency in oral and written English and Japanese.
High level of confidentiality, tact, and discretion when handling sensitive matters.
Excellent interpersonal and communication skills.
Able to work shifts, including weekends and public holidays.
Dispatcher to captain, ramp agent to data analyst, brand executive to CEO – these are some Dare To Dream stories of our Allstars.
Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.
Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities.
Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.
Allstars Specials: Free flights, unlimited discounted flights, and exclusive partner discounts.
A unique Allstar culture like no other.
Application received
Candidate screening
Interview(s) and assessment(s)
Background check and/or other assessments
Offer and negotiation
AirAsia has been the World's Best Low-Cost Airline for 14 consecutive years with over 800 million guests flown. We continue to champion dreams, serve the underserved and connect the world and ASEAN like no other — so Now Everyone Can Fly.
Our story begins in 2001 with a dream, two planes, and a 40 million ringgit debt. You’ll know us as the ‘Now Everyone Can Fly’ airline.
Today, we’re more than just an airline — we’re Capital A, a multi-industry group connecting people and transforming lives across ASEAN.
Above all, we’re Allstars. We believe in the unbelievable and dare to dream. We celebrate individuality — so whether you're aisle-seat or window-seat type, we're excited to have you onboard.
Search Firm Representatives:
We do not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any of our employees without a valid written search agreement in place will be deemed as our sole property, and no fee will be paid.