Guest Service Officer

Location: Kansai International AirportDepartment: Guest ServicesEntity: AirAsia X BerhadStatus: Full TimeYOUR ROLE AS A :The Guest Service Officer (GSO), based in Kansai for AirAsia X, is responsible for delivering the highest levels of safety, security, and service standards in daily ground operations. This role ensures smooth execution of guest service activities at check-in, boarding gates, arrival hall, and other key passenger touchpoints.WHAT YOU’LL CHAMPION :Ensure smooth daily operations at check-in counters, gate management, arrival halls, and prepare daily operational reports.Plan and coordinate staffing before the start of operations, including information updates, briefing/debriefing, assigning staff to designated areas, and ensuring all operational tools are available and functional.Ensure check-in counters open 4 hours prior to departure and all systems (conveyor, BHS, tubs, FIDS) are operational.Monitor staff movement, attendance, and discipline, escalating issues to supervisors or the Station Manager as necessary.React promptly to flight delays and coordinate with supervisors to implement corrective measures.Ensure full compliance with Standard Operating Procedures (SOP) in line with the Ground Operations Manual (GOM).Uphold airline standards, safety performance, and compliance with all applicable laws and procedures at the station.WHO YOU ARE :Friendly, mature, humble, honest, meticulous, and able to work independently under pressure in a challenging environment.Strong proficiency in oral and written English and Japanese.High level of confidentiality, tact, and discretion when handling sensitive matters.Excellent interpersonal and communication skills.Able to work shifts, including weekends and public holidays.WHERE YOU’LL GO :Dispatcher to captain, ramp agent to data analyst, brand executive to CEO – these are some Dare To Dream stories of our Allstars.WHAT YOU’LL ENJOY :Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities.Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.Allstars Specials: Free flights, unlimited discounted flights, and exclusive partner discounts.A unique Allstar culture like no other.OUR HIRING PROCESS :Application receivedCandidate screeningInterview(s) and assessment(s)Background check and/or other assessmentsOffer and negotiationGET TO KNOW AIRASIA :AirAsia has been the World's Best Low-Cost Airline for 14 consecutive years with over 800 million guests flown. We continue to champion dreams, serve the underserved and connect the world and ASEAN like no other — so Now Everyone Can Fly.GET TO KNOW US :Our story begins in 2001 with a dream, two planes, and a 40 million ringgit debt. You’ll know us as the ‘Now Everyone Can Fly’ airline.Today, we’re more than just an airline — we’re Capital A, a multi-industry group connecting people and transforming lives across ASEAN.Above all, we’re Allstars. We believe in the unbelievable and dare to dream. We celebrate individuality — so whether you're aisle-seat or window-seat type, we're excited to have you onboard.