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Elements and Performance Criteria

1. Organise queue
   • Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures
   • Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed
   • Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers
2. Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed
3. Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers
4. Comb queue for passengers requiring urgent or express service
   • Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures
5. Passengers identified as having priority need for check-in are moved to head of the queue
6. Passengers without baggage are directed to proceed to express check-in or gate customer service desk
7. Appropriate explanations are provided to other passengers in queue about reasons for priority service
8. Provide information and assistance to passengers in queue
   • Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communications systems in accordance with workplace procedures
9. Information is provided to individual passengers on matters relevant to their check-in
10. Passengers are provided appropriate information on delays and cancelled or re-organised flight progress using public address systems and other communications systems in accordance with workplace procedures
11. Passengers who require specific assistance are identified and assisted as required in accordance with workplace procedures
12. Respond to queries from queue members
    • Queries from passengers in a queue are received and interpreted in accordance with workplace customer service standards
13. Appropriate responses are given to passenger enquiries in accordance with workplace procedures
14. Passenger queries requiring detailed knowledge or additional information are referred to an appropriate supervisor or other staff for appropriate action

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

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