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customer service

On a typical day I get to the airport and hear everything that's going on through our daily shift briefing. This is our chance to hear how full the planes are, take a look at what charters or other groups are coming through, learn about any new policies, and other info like that. It's also a chance to talk through the previous day or run any new ideas by our supervisor.

After we're all up to speed I'll get my assignment for the day. Some days I'll be assigned to work the check-in counter and other days I'll be at the gate. This mixes things up a bit, which is great. Working the check-in counter is probably my favorite of the two. Sometimes the lines can look intimidating, so to stay calm I just focus on the passenger in front of me and give that person the best service possible.

Working the gate can be a little more predictable. You know when the plane's departing and how many people are supposed to be on it. You have to keep in mind that you can really win or lose customers when things don't go exactly the way they're supposed to. Customers can get stressed or frustrated, but all they really want is for us to keep them informed. A simple announcement saying that there aren't any updates is even a big stress reliever.

The highlight of my job is when I meet someone and tell him or her where I work. The airline industry is fascinating for so many people. They're always curious how things work behind the scenes. And, of course, they always want to know if I can hook them up with a great deal on air travel!