Virgin Australia’s Guest Service Agents are responsible for providing highly polished and professional customer service at our Airport terminals. As the first point of contact for our guests, the Guest Services Team works hard to ensure that Virgin Australia’s superior safety and service procedures are maintained. In the fast paced role of a Guest Services Agent you can expect to perform a variety of duties, including:
- Directing our guests as they arrive at the airport
- Correctly checking in guests
- Rebooking flights
- Handling flight disruptions and cancellations
- Boarding gate duties including boarding gate announcements
- Assisting special needs guests
Airports are often affected by operational disruptions that can impact our guests travel plans. You will be required to rely on your genuine desire to help others, solve problems and ensure the best outcome, ultimately resulting in customer satisfaction. It is a responsibility of all Guest Service Agents to ensure standard operating procedures are followed, a safe workplace is maintained and company values, policies and goals are achieved by all.
To be successful in your application, you must be able to demonstrate a genuine passion and enthusiasm for creating a memorable and quality experience for our guests and meet the minimum requirements, listed below.
Our minimum requirements:
- Minimum 18 years of age
- Australian or New Zealand citizen, or Australian permanent resident
- Competency in written and spoken English
- Extensive customer service experience in a premium environment and recent experience in a face-to-face role
- Strong interpersonal and communication skills
- Strong problem solving skills
- Demonstrated computer skills
- An excellent level of health and fitness in order to deal with the physical constraints of the job
- Availability to work a 24 hour rotating shift roster over 7 days, including weekends and weekdays, public holidays and peak holiday periods such as Christmas, New Year and Easter
- Ability to successfully obtain an Aviation Security Identification Card (ASIC)
- If applicable, you may be required to relocate to your selected port at your own expense
Our Guest Services opportunities are permanent part-time only, with a minimum guarantee of 22 hours per week.
The recruitment process begins with your application, which must be submitted online through the Virgin Australia Careers website. Your online application should provide information about your professional and educational background to demonstrate that you meet the requirements of the role. It is also important that you take the time to read the position information carefully to make sure that your experience and skills match the role requirements.
If your application meets the minimum requirements and is short-listed, you will be invited to attend a Recruitment Day at the base you have applied. Further information about the recruitment process will be provided at the Recruitment Day.
Please refer to our Frequently Asked Questions (FAQs) for further information about the recruitment process.
To apply for Virgin Australia Guest Services opportunities please visit the Current Opportunities page on the Virgin Australia Careers website. You will need to create a user profile and complete an application form, as well as upload your resume for the Recruitment Team to review.
In the case that we have no current opportunities, we encourage you to check the Virgin Australia Careers website regularly and follow our company page on LinkedIn for the latest job opportunities and updates.
Please note that only applications received online via our Careers website will be considered.
What working rights must I hold to be eligible to apply?
Applicants must be an Australian or New Zealand citizen, or hold Australian permanent residency to be eligible to apply. For further details regarding working rights in Australia we recommend you view the Australian Government’s Department of Immigration and Citizenship website.
How do I apply for a Guest Service Agent position?
You can apply for Guest Service Agent opportunities online at our Virgin Australia Careers page. You will need to create a user profile and complete an application form, as well as upload your resume for the Recruitment Team to review.
Can I apply for more than one base?
Candidates can only apply for one base i.e. Sydney Guest Services opportunities. Applications for multiple bases are not accepted. The Recruitment Team reserves the right to withdraw applications if candidates have applied for multiple bases.
Can I still apply even if my preferred base is not currently advertised online?
If we are not currently recruiting for your preferred base then we ask that you do not submit an application. Applications cannot be transferred to another base and requests for transfers will not be accepted. We suggest regularly checking the Virgin Australia Careers website for updates to see when we are next recruiting for your base of choice.
Can I apply if I am not 18 years of age?
You must be at least 18 years of age at the time of application to apply for a Cabin Crew role.
What should I wear to the Recruitment Day?
We recommend wearing appropriate business attire to the Recruitment Day.
Can I attend a Recruitment Day in another port?
You must attend a Recruitment Day in the port in which you have applied. The information given throughout the recruitment process will be specific to each port.
How can I find out where Recruitment Days are being held?
Once Recruitment Days are scheduled at the base you have applied and your application has been short-listed to attend a Recruitment Day, you will receive an invitation via email. This email will contain all the information you need to know about the Recruitment Day i.e. the location, date, time and what to bring. Please note that Recruitment Days are organised around the operational requirements of the business and can be scheduled several weeks or months apart.
How long does the recruitment process take and when will I start training?
The recruitment process length can vary depending on the business’s operational requirements. We do not recruit to specific numbers and hold Recruitment Days throughout the year. Therefore, if you are successful throughout the recruitment process and no training schools are available you will be placed in a Talent Pool for future training schools.
If I am not shortlisted after submitting my application online, how long will it be before I can reapply?
If your application is not shortlisted to attend a Recruitment Day, we ask that you wait 6 months before reapplying to develop your skills and experience.
If I am not progressed further after attending a Recruitment Day, how long will it be before I can reapply?
If your application is not progressed after attending the Recruitment Day, you will be required to wait 12 months before reapplying to develop your skills and experience.
Can I ask for feedback on my application if I am not progressed to the next stage?
Due to the high volume of applications received online and the large number of candidates seen at the Recruitment Days we are unable to give detailed individual feedback on your application during the initial stages of the recruitment process. Candidates are encouraged to reflect on the minimum requirements and qualities that Virgin Australia look for in all our Cabin Crew that is outlined at the Recruitment Day.
How do I find out if I will be eligible for an Aviation Security Identification Card?
For further information on an Aviation Security Identification Card (ASIC) eligibility, see the Infrastructure website.
Do you recruit full-time Guest Service Agents?
All Virgin Australia Guest Service Agents are employed on a permanent part-time contract. We only recruit full-time Guest Service Agents from our part-time workforce and these opportunities are based on your performance and merit in the role.
What does the Guest Services training involve?
Guest Services training is full time and runs for approximately two weeks. You will receive more information prior to joining regarding the specific start times, end times and days you will be required to attend training. Training may run on weekends and public holidays. You will be required to make yourself available for early starts and late finishes.
Do I get paid during training?
Your paid employment starts on the first day of training and you will be classified as a trainee for the first six months of employment. Further information will be provided during the recruitment process on remuneration.
What is the Guest Service Agent Salary?
Virgin Australia Guest Service Agents are employed under an Enterprise Bargaining Agreement (EBA). Further information on remuneration will be provided during the recruitment process.
Does the company pay for me to relocate?
No, relocation costs are at your own expense.