Kenza Yechou

Greeting & Passenger Services

• Warmly welcome arriving and departing passengers and crew.
• Assist with check-in and check-out procedures.
• Coordinate transportation (rental cars, limousines, hotel shuttles).

• Communicate with pilots regarding arrival/departure times, passenger needs, and ground services.
• Track incoming and outgoing flights to ensure readiness.
• Prepare paperwork such as fuel requests, overnight slips.

• Coordinate with ramp agents and line service staff for fueling, towing, catering, baggage handling, and aircraft cleaning.
• Ensure aircraft are properly staged and hangar space is prepared if needed.

• Use scheduling and operations software (like FlightBridge, or FBO One).
• Manage invoices, payments, and service records.
• Handle phone calls, emails, and walk-in requests

• Ensure the FBO lounge is clean, stocked, and welcoming.
• Offer refreshments and amenities to passengers and crew.
• Provide discreet, professional service while respecting client privacy.

• Maintain and organize digital and physical files (employee records, reports, schedules).
• Draft and distribute internal memos, reports, and emails.
• Manage calendars, schedule meetings, and coordinate conference calls/zoom meetings.

• Troubleshoot problems related to orders, billing, technical issues, or service interruptions.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Stay calm and professional while handling upset or frustrated customers.

• Assist customers with placing orders, processing returns or exchanges, and making payments.
• Update customer accounts or records in company systems (CRMs or databases).

• Check in with customers after an issue has been resolved or an order has been fulfilled.
• Ensure customer satisfaction and gather feedback for continuous improvement.

• Hit metrics like call handling time, resolution rate, customer satisfaction score (CSAT), and first-contact resolution (FCR).
• Participate in training and quality assurance reviews to improve performance.