Airport information assistants are employed by the airport to deal with passenger enquiries. They:

• provide information on flights and services
• direct passengers, for example to the correct terminal or to the toilets
• make announcements on the public address system
• handle complaints
• update and monitor a computerised flight information system.

The majority of the work is based at the airport information desk.

At smaller airports the role is often extended to include:

• exchanging currency
• booking hotels and car hire
• dealing with lost property.
  

Hours and Environment

Information desks are usually staffed 24 hours a day, so information assistants are likely to work shifts on a rota.

Temporary work during the holiday seasons is frequently available.

Skills and Interests

To be an airport information assistant you should:

• have excellent communication skills and a clear speaking voice
• respond quickly and efficiently to changing priorities
• have the ability to deal with difficult situations with tact and diplomacy
• enjoying working as part of a team
• have good computer skills
• be of smart appearance.

Entry

Entry requirements for posts vary between employers. However, airport information assistants usually need at least GCSEs (A-C)/S grades (1-3), or equivalent, in English and maths.

Fluency in at least one foreign language can be an advantage. Experience of work within the travel industry or a customer service environment is also useful.

As knowledge of the airport and flight operations is important, airport information assistants are often recruited from other posts within the airport.

Another common entry route is to find work on a temporary or seasonal basis, to gain experience, before applying for a permanent position.

You may be able to get into this job through an apprenticeship scheme. Funding for apprenticeships is available for 16-24 year olds and some over-25s. To find out more, visit www.apprenticeships.org.uk. For information about apprenticeships in other parts of the UK, see Scotland, Wales and Northern Ireland.

Training

Newly recruited airport information assistants usually join a structured, in-house training programme. These are delivered using practical exercises, videos and presentations.

The training is likely to cover:

• familiarisation with the airport
• emergency and evacuation procedures
• using the public address system
• how to manage computerised flight information.

It may also be possible to work towards vocational qualifications such as NVQ Level 2 in Providing Aviation Operations on the Ground, and Level 3 in Co-ordinating Aviation Operations on the Ground.

Opportunities

There is a great deal of competition for jobs within airports and gaining experience through temporary or seasonal work is a good step towards finding permanent employment.

It is often possible to gain promotion to supervisor or team leader posts, and then on to more senior positions within the airport.

Annual Income

Figures are intended as a guideline only.

Starting salaries are likely to be between £11,000 and £14,000 a year.
With experience and extra responsibility it is possible to earn between £16,000 and £22,000 a year.

Further information

4 Hamilton Place
London
W1J 7BQ
Tel: 020 7670 4300 Concorde House
Trinity Park
Solihull
Birmingham
B37 7UQ
Tel: 0121 635 5520