Job Description for Ambassador Agents

JOB DESCRIPTION: AMBASSADOR AGENTS

1. SCOPE OF THE SERVICES TO BE PROVIDED:
To perform all customer related service activities at the Automated Passport
Control (APC) within U.S. Customs and Border Protection (CBP) and U.S.
Baggage Reclaim areas, at the Automated Border Control (e-gates) within
Immigration arrival and departure areas, at the arrival 3rd Floor and at the Central
Security Screening as divestiture officers at the Aeropuerto Internacional Reina
Beatrix (AIRB). AIRB is managed by the Aruba Airport Authority N.V. further to be
named AAA in this Terms of Reference.

2. DESCRIPTION OF THE SERVICE:

2.1 The service consists of rendering customer service activities by ambassadors at
the Automated Passport Control (APC) within U.S. Customs and Border Protection
(CBP) and U.S. Baggage Reclaim areas, at the Automated Border Control (e-
gates) within Immigration arrival and departure areas, at the arrival 3rd Floor and
at the Central Security Screening as divestiture officers at the Aeropuerto
Internacional Reina Beatrix. These services include providing assistance when
using the self-service APC kiosks, the e-gates, guiding the passenger flow,
controlling the passenger flow, and assisting with the divestiture of passenger
belongings at the Central Security Screening point.

2.2 The daily tasks of the ambassadors consist of the following per area of operation:

2.2.1 Customs and Border Protection (CBP) and US Baggage Reclaim areas.
a) To guide passengers at the CBP entrance door to the correct lane, being the Global entry

lane, NON-APC lane and APC lane.
b) To guide passengers within the U.S Reclaim Baggage Reclaim to the APC machines.
c) To control flow and guide the passengers to the next available APC machine.
d) To assist the passengers at the APC machines.
e) To guide the passengers to the correct lane, either to the Podium or to the Booth.
f) To provide general information related to the APC machines.
g) To ensure the efficient usage of all the APC machines including the timely coordination of

the opening of the APC machines in the US Reclaim area.
h) To procure for a proper and timely cleaning of all the APC machine screens.
i) Maintain bank-lines aligned.
j) Other such activities which are inherent to the service provision in regard to customer

services and flow management.
k) Take corrective action on or report any maintenance, cleanliness, operational, safety and

quality assurance issues immediately to the Landside Operation unit.

2.2.2 The arrival 3rd Floor area and the Automated Border Control (e-gates) within
Immigration arrival area.
a) Facilitate the passenger flow and maximize capacity on the 3rd floor level.
b) Manage queues and ensure that all arriving passengers are directed to the designated

-1-

queuing area.
c) Facilitate passenger flow and maximize capacity in the IASA area.
d) Facilitate passenger movement into queuing for e-gates and/or Booths for passport

control.
e) Ensure passport control lanes are optimized by directing passengers to the available

e-gates and/or booths.
f) Ensure that passengers in wheelchairs, strollers, crew and VIP services are directed to the

designated lane.
g) To assist with translation or obtain Airline assistance as needed.
h) Enforce overall organization of the passport control process.
i) Maintain bank-lines aligned.
j) Other such activities which are inherent to the service provision in regard to customer

services and flow management.
k) Take corrective action on or report any maintenance, cleanliness, operational, safety and

quality assurance issues immediately to the Landside Operation unit.

2.2.3 The at the Automated Border Control (e-gates) areas within Aruba Immigration -
US departure.
a) Facilitate passenger flow and maximize capacity in the IASA outbound areas.
b) Facilitate passenger movement into queuing for e-gates and/or Booths for passport
control.
c) Ensure passport control lanes are optimized by directing passengers to the available e-
gates and/or booths.
d) Ensure that passengers in wheelchairs, strollers and crew are directed to the designated
lane.
e) To assist with translation or obtain Airline assistance as needed.
f) Enforce overall organization of the passport control process.
g) Maintain bank-lines aligned.
h) Other such activities which are inherent to the service provision in regard to customer
services and flow management.
i) Take corrective action on or report any maintenance, cleanliness, operational, safety and
quality assurance issues immediately to the Landside Operation unit.

2.2.4 The Central Security Screening area
a) Facilitate passenger flow and maximize capacity prior to go through the screening

process.
b) Ensure Security lanes are optimized by directing passengers to the available lane.
c) Facilitate the divestment to expedite the screening items through the screening machine.
d) Replenish and facilitate bins for the divestment
e) Coordinate the screening process with the security screeners.
f) Ensure that passengers in wheelchairs, strollers, crew and Transit are directed to the

designated lane.
g) Maintain bank-lines aligned.
h) Report any irregularities immediately to the Head Security Officer.

-2-