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Passenger Services

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Main job duties

Providing NRTAS’ signature warm hospitality
to customers from around the world.

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Check-in procedures

Passenger Services mainly conducts the procedures required for customers to board aircraft, namely confirming reservations, coordinating seat assignments and checking baggage. Staff need to be both accurate and fast to perform the procedures while operating dedicated systems and employing their security knowledge as security personnel helping ensure the safety of the aircraft cabin. As the “face” of the airport that is customers’ first impression of ANA, each staff member also uses their customer service skills to brighten the start of customers’ trips.

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Boarding gates

This work is essential to have aircraft depart safely and on time. There are a wide variety of job duties, including preparing the boarding gate sign and retractable belt barriers, ensuring safety before boarding, setting and announcing the boarding time, handling various inquiries and searching for customers. Several staff members assigned to the gate work as a team to perform the work efficiently within a limited timeframe, aiming for an on-time departure.

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Arrivals

The work is about safely welcoming customers arriving at Narita Airport. Staff members perform a variety of job duties to support customers arriving at Narita Airport, including preparing the environment so that customers can safely deboard the aircraft and other duties related to being a hub airport, such as providing information about boarding gates to customers with connecting flights at Narita.

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Lounges

Staff members work at the entrance reception, provide drinks and food and handle inquiries at the ANA Lounge and ANA Suite Lounge. They provide welcoming service and hospitality to executive customers from around the world, namely ANA First Class and Business Class customers as well as Gold Status members of Star Alliance so that they can spend time in the lounge in comfort.

Workflow

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01

Check-in counters

Staff members confirm customer reservations using passports and other documents, coordinate seating assignments and check baggage.

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02

Lounges

A comfortable space is created so that customers can relax during their time until boarding.

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Boarding gates

Several staff members work together to perform these job duties so that customers can be guided onto their aircraft safely and on time.

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Transit counters

These special counters symbolize how NRT is an international hub airport. These counters are the main place where staff provide information to customers from around the world with connecting ANA flights. Staff engage with customers in many different languages daily, but primarily in English.

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Ticketing counters

These counters are where staff members handle procedures such as airline ticket purchases and payments for excess baggage. They work as experts with deep knowledge of international airline ticketing rules that are established by global standards.

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Lobby services

This work involves walking around and monitoring the counter area, answering various questions from customers and assisting them with self check-in kiosks and bag drop machines. Having a wide range of knowledge about the airport and creating an approachable atmosphere are essential in this work.

Acquired skills

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Customer service skills of the highest level

While providing service daily to customers from a diverse range of cultures and countries, you will develop the ability to provide world-class hospitality exceeding individuals’ expectations.

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Language skills

You will acquire the ability to communicate accurately and naturally in English and/or other languages to non-Japanese customers. At the same time, you will also improve your communications skills and ability to explain complicated circumstances in Japanese.

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Agile responsiveness

Conditions at the airport are constantly changing, and it is not uncommon for unforeseeable situations to arise. You will develop your ability to respond calmly and rationally in this environment and solve problems with agile thinking and resourceful ideas.

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World Map
世界最高のチームをつくる。

Leading ANA’s international flight operations, NRTAS is aiming for new heights.
NRTAS will create the new era.