New Posting- Greater Toronto Airports Authority

Representative, Passenger Services
Greater Toronto Airports Authority - Toronto, ON
Full-time, Permanent

Reporting to the Manager Operations, Terminals, 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.  Job Description / Key Accountabilities: 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  Job Requirements / Qualifications: Must possess a High School Diploma or a combination of education, training and practical work experience  Must possess fluent 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  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 For further information, or to apply, please click here