Airport Service Officer

Airport Service Officer

Salary Range - $1,711,060 - $2,301,185 

Applications are invited from suitably qualified persons to fill the position of:

 AIRPORT SERVICE OFFICER

 (Located at Norman Manley International Airport)

JOB OBJECTIVE

To provide seamless support and exceptional service to all visitors at the Norman Manley International Airport (NMIA) – welcoming arriving passengers, assisting VIPs, resolving concerns, collecting vital data and ensuring smooth navigation of airport processes to enhance both visitor satisfaction and our destination's reputation.

KEY RESPONSIBILITIES

• Carry out daily operations at the Hospitality Desk, ensuring smooth functionality, passenger assistance, management of the welcome screen, and responding to inquiries.
• Execute meet-and-greet services for government officials, dignitaries, VIP cardholders, Jamaica Travel Specialists, large groups, media representatives, and other partners, ensuring a personalized and efficient welcome.
•  Provide accurate information and support to arriving and departing passengers, including assisting with C5 forms, immigration, customs, health, and airport protocols.
• Collaborate with airport stakeholders to coordinate transportation, accommodation, and other visitors’ needs, ensuring a seamless travel experience.
• Support the Meetings, Incentives, Conferences, and Exhibitions (MICE) Market and other groups or individuals traveling to the island with equipment and/or materials for their events on island.
• Collect passenger arrival data, maintain accurate records, and report on meet-and-greet requests, passenger demographics, airlifts, and other key metrics to inform marketing strategies.
• Prepare and submit detailed reports on service performance, operational disruptions, and passenger feedback to the Senior Airport Service Officer/Supervisor/Manager in a timely manner.
• Assist with special events, inaugural flights, and public announcements, ensuring smooth logistics and service delivery.
• Perform any other duties assigned from time to time. 

REQUIRED KNOWLEDGE, ABILITIES AND SKILLS

• Knowledge of the policies, programs, and protocols of the Jamaica Tourist Board and other relevant stakeholders
• In-depth understanding of Jamaica's tourism products and the broader destination offering
• Proficiency in customer service techniques, with a strong focus on quality visitor-related assistance
• Ability to interact effectively with a wide range of personalities and provide tailored service to different visitor profiles
• Knowledge of immigration and customs regulations, and the ability to guide visitors through these processes effectively
• Excellent interpersonal and communication skills (both written and verbal), with a clear, pleasant voice and a professional demeanor
• Proficiency in Microsoft Office Suite, and ability to navigate and use airport systems and software as required

REQUIRED QUALIFICATION AND EXPERIENCE

• Five (5) CXC or GCE O Level subjects including English Language and a
• foreign language
• Certification in customer service or tourism management from HEART-NTA or other recognized Institutions
• Two (2) years of working experience in tourism management or customer service relations 

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Work on a shift basis, to include overnight
• Work on the weekends and public holidays
• Stand and walk for long hours
• Work for extended hours due to flight delays

APPLICATION

Applications with resumes should be submitted no later than

Monday, June 15, 2026 to:

Senior Manager, Human Resource Development, Jamaica Tourist Board

64 Knutsford Boulevard, Kingston 5

Re:  “Vacancy – Airport Service Officer”

We thank all applicants for their interest; however, only those short-listed will be contacted.