What happens at the information desk? Everything! We are the hub of the airport, dealing with the public, airlines and airport staff, both faceto-face and on the phone. We handle all kinds of queries and problems. Give us some examples of passenger queries During a typical shift there’s a constant stream of people asking about flight times, boarding gates, buses and taxis, local accommodation, where to find toilets, shops, telephones, lost property, and so on. People have queries about new flight routes and holiday destinations, or where they can meet incoming passengers. Sometimes people arrive speaking very little English and without much idea of where they are heading. We have to translate for them and may have to do a bit of ‘detective’ work, looking at their papers and providing the best help we can. We also have to respond to complaints about things like missing baggage, faulty vending machines, or car hire problems. Obviously we can’t solve everything ourselves but we contact someone who can. Do you ever get asked odd questions? Oh yes – frequently! We’re the ‘information’ desk and some people take that very literally. Last week someone asked me what was the best mobile phone to buy, and yesterday someone wanted to know the price of a three-bedroom semi in Manchester! More seriously, we respond to queries from the police, for example if they wanted to check back on flight details for someone’s alibi, and radio stations and journalists might call us if there was an emergency or newsworthy item. Again, we don’t deal with everything ourselves, but we put them through to whoever is appropriate. So you work with other airport staff too? Yes, for example, airline staff telephone us and ask us to put out calls for missing passengers or to announce gate changes (a gate is the numbered area where passengers gather before boarding a flight). We also take calls about delays and diversions and ensure that the latest information is given to passengers and shown on the flight information display screens. We spend part of our shift in what we call the ‘TV room’, where we check and, if necessary, input departure/arrival information into the computer system. We also do all the final calls for flights. This gets very busy especially between 7 and 9.30 a.m., when the phone never stops ringing. We also log everything, which involves quite a lot of paperwork. Sounds like quite stressful work It can be, especially in the summer when there’s lots of holiday flights, or when there’s industrial action abroad, or bad weather, which cause delays. That’s when your patience with the general public is tested to the limit – but you have to remain calm and professional. You do get training – in customer care, emergency procedures, operating the IT systems and using reference material. There is a learning centre here with courses and videos, but there’s no substitute for learning on the job. What’s best about the job? Every day is different and you’re learning all the time – about people and new routes and places. If you’re into tourism and aviation it’s a great job. You have to be prepared to work shifts, including nights. I enjoy them, but they don’t suit everyone. And the worst? Irate passengers are the hardest thing to deal with. Also, dealing with the bereaved relatives of someone who died on holiday can bring you down to earth with a bump. GETTING IN ● You need good customer service skills, preferably with some experience of dealing with the public. ● It helps to have a good knowledge of languages – fluency in at least one foreign language is desirable. ● Knowledge of the airport and its flights is useful, which is why information assistants are sometimes recruited from other parts of the airport. ● People usually start as temporary seasonal workers for the summer and may then apply for any permanent jobs that arise. AIRPORTS USEFUL SKILLS AND QUALITIES ● Good with people. ● Sense of humour. ● Patience and a level head. ● Keyboard skills and computer literacy. ● A good telephone manner and clear speaking voice. ● The ability to do several things at once and retain a lot of information. 4