Reporting to the Manager, TSR/PSR, the incumbent is responsible for answering public/passenger inquiries relating to the GTAA and airport operations and services; in-Terminal paging, both audio and video; performing the role of “Concierge” to the public and providing recommendations on various requests for restaurants, entertainment and transportation options.
Recommending sale of ground transportation tickets, hotels, and other ticket sales (tours)
Answering public phone lines, in-Terminal courtesy phones, and social media inquiries
Handling the airport's Lost and Found program, including logging in lost items and reconciling them with their owner
Providing guidance to passengers inside the Terminal on numerous processes and operating procedures
Acting as a first level responder to complaint calls in accordance with established protocols
Attending and resolving passenger inquiries or complaints inside and outside the Terminal
Dealing with irate passengers by using tact and professionalism to resolve their issues
Assisting passengers in communication/co-ordination with airlines, agencies and tenants in relation to irregular events
Providing translation services to the public and assisting in locating lost children/individuals
Using manual and electronic devices
Monitoring assigned process and reporting on observations
Setting up and monitoring stanchion set up
Monitoring check-in assignments and rectify if not to plan
Monitoring baggage belt assignments and flow of passengers and rectify if not to plan which may include initiating calls to the RMU
Monitoring and controlling the flow of passengers through agencies (CBP,CBSA,CATSA) and swinging doors to configure specific sectors of the Terminal which involves sweeping the lounge area in advance
Establishing cold weather queue in the Terminals for Ground Transportation services
Distributing portable paging units during system outages
Coordinating queues during IRROPS or peak periods
Directing passengers during closures of facilities and controlling the flow into specific processing areas
Placing temporary directional signage and responding within the Incident Management System (IMS) program and assisting with IRROPS and large scale events as directed by the Manager, Operations
Must possess Post-Secondary education with a preference in Business Administration, Customer Service and/or Tourism/Hospitality; or have an acceptable combination of education, training and practical work experience.
Must possess fluent oral and written communication skills in English, French and at least one other language, which will be tested as part of the selection process
Must have demonstrated experience in: customer service and interacting with the public individually and in large crowds
Experience in airport operations as well as having worked in a call centre environment is preferred
Must be able to obtain and retain a Transportation Security Clearance.
Knowledge, Skills and Abilities
Must have knowledge of local and provincial tourism; local geography and methods of transportation to inform the travelling public, and knowledge of airport operations, layout and services provided
Must demonstrate skills in dealing with the public in very busy and hectic situations, multi-tasking and prioritizing
Possess excellent interpersonal skills, as well as a great deal of tact and patience in dealing with the public
The position requires long periods of standing and walking within the Terminals, listening for extended periods of time in a call-centre environment, as well as moving and arranging stanchions and deploying IRROP phone carts, greeters’ booths and temporary signage
Must have the ability to interact with the public using numerous different mediums in various languages, gain and maintain control of a crowd and remain calm in stressful situations, including dealing with irate passengers.