New Posting - Concorde Airport Services

CCAS Passenger Processing & Information Centre Lead
Concorde Airport Services

Calgary, AB

$23.32 an hour

Who is Concorde?

Concorde has been providing significant, continuous and expanding services to The Calgary Airport Authority since 1993. The Customer Care Ambassador Services has now been added to our existing portfolio of airport services. We pride ourselves on providing the best possible level of customer service to passengers, tenants, agencies, and other partners at YYC Calgary International Airport.

Our Customer Care Ambassadors

Beyond our smiles and easily identifiable red attire, we provide an exceptional passenger experience from roadside to runway. We play a critical role helping passengers and other airport users navigate the terminals and its processes, in a friendly, professional, and caring manner providing a passenger experience that is second to none.

Your Role

In the Passenger Processing Lead role you will supervise and manage all Ambassadors in the Canadian Border Services Agency and U.S. Customs and Border Protection areas and ensure excellent customer service is delivered efficiently and effectively. 

Specifically, this role focuses on the various passenger processing areas of the international terminal:

Automated Border Clearance: Assisting and guiding passengers in the Canadian Border Services Agency (CBSA) area.

Automated Passport Control: Directing and assisting passengers entering the US Customs and Border Protection (US CBA) area.

Connections Centres: Located in various places throughout the new terminal, assisting passengers who are connecting between international, domestic, and transborder flights in the CBSA and US CBA areas.

In the Information Centre Lead role you will supervise and manage all Information Centre Ambassadors and ensure all Information Centres are operating efficiently and effectively. Specifically, this role focuses on the four Information Centres which provide customer service, tourism, luggage storage, lost and found, and general information to passengers and customers throughout both the international and existing terminals.

Job Duties:

Approximately 50% of role will be focused on Supervisory Duties such as:

Staff, train and manage Automated Border Clearance, Automated Passport Control, Connection Centre, US Connection Room Ambassadors and (4) Information Centres;

Stay informed about any changes or updates to airport operations, passenger processes, services, etc., and communicate to staff in a timely manner;

Provide relief for coffee breaks, meals, sick leave and vacation leave when required;

Provide training for Customer Care Ambassadors; and

Provide operational assistance during irregular operation events (IROPS) as per YYC operational procedures or as directed by the Airport Duty Manager.

45% of the role focuses on Assisting Passengers, such as:

Actively seek out and offer assistance and information to passengers on a continuous basis;

Be responsible for understanding the passenger services provided at the airport and be able to direct passengers who require or request assistance;

Engage in continuous customer interaction to assist, educate, promote, and clarify the services being provided at the Airport;

Collaborate with all airport partners (ie. airline staff, tenant staff, White Hat Volunteers) to ensure high customer service;

Provide courteous, helpful, and supportive assistance to passengers;

Provide accurate, timely and relevant information to passengers in an efficient, helpful and transparent manner;

Take personal pride and ownership of the area of service being provided;

Have a professional, friendly, welcoming attitude and appearance while providing each arriving, departing and connecting passenger with a friendly, and superior level of care and customer service; and

Provide updates, suggestions, and recommendations to the Airport Authority on how to improve the Customer Care program.

Approximately 5% of the role will be spent on Other Duties such as:

Participate in Zone Evacuation Officer program;

Rotate with other Customer Care Ambassador lead roles on a rotational basis and

Perform other duties as required

Working Conditions:

Prolonged standing is required;

Walking long distances is required;

Shifts may run throughout a 24 hour/ 7 day week period and may be on rotational basis. Shifts may change based on operational need;

Ability to lift up to 25lbs/11.5 kg;

The airport is not a scent free environment.

Requirements:

Outstanding interpersonal skills, coupled with the ability to communicate effectively

Strong commitment to excellence and attention to detail

Demonstrates leadership with the capability to motivate and inspire

Superior organization and time management skills; coupled with the ability to prioritize multiple tasks

Demonstrates initiative and follow through

Superior interpersonal skills & customer service skills

Excellent ability to problem solve

Advanced computer skills

Tourism and/or travel education preferred

Tourism and/or airline experience preferred

Multilingual communication skills are considered an asset.

For further information or to apply, please click here