Reporting to the Manager, Service Delivery, 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
• 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
• Must have a fully satisfactory work performance in his/her current position and a work record that is void of discipline and unacceptable attendance that would have a bearing on the duties, roles and responsibilities of the posted position
• Must meet the security level designated for the position
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
Greater Toronto Airports Authority |
No comments:
Post a Comment