Reporting to the Manager, Operations, Terminals, this position is responsible for relationship management and is a GTAA brand ambassador within the Terminals. The incumbent will engage with our internal and external Customers, Airline Partners, Passengers and Government Agencies ensuring 100% customer satisfaction and providing daily support, problem identification and resolution to achieve superior passenger/customer service expectations, operational excellence, safety and security and CTS revenue targets. The primary focus is to ensure a seamless operation and maximize flow throughout the Terminal(s) including oversight of the connection process. The TSR will be responsible for the effective and efficient management of all aspects of the zone assigned to them within the Terminals in an effort to consistently exceed customer expectations.
Job Description
Term Full Time Position
Key Accountabilities:
- The incumbent will respond and resolve Customer concerns through face to face interaction, identify root cause, create solutions and follow up in order to ensure Customer/Government Agency/Tenant issues are promptly addressed to complete satisfaction and to provide service excellence.
- Responsible for monitoring and compliance by way of routine inspections of our facilities and assigned work areas. Ensure compliance with SLAs, and/or overall cleanliness of the terminals, moving devices, and resource allocation.
- Identify, report, track and trend deficiencies within the terminal building during each shift.
- Coordinate Customer and Terminal Services day of events including new food and beverage concept openings, Retail, Customer Service Development, Ground Transportation and Continuous Improvement and ensure we are aligned with our Customer Service Strategy.
- Monitor systems and processes related to flow and connecting passengers (through ITPC, CATSA, USCBP, CBSA, and RC1 etc.), and implement and communicate contingency plans as required, i.e. holding in CBSA, metering at USCBP, cold weather queuing, ITPC holding etc. and ensure appropriate staffing levels for optimal passenger flow and a positive experience.
- Monitor baggage recall process for connecting passengers and alert appropriate groups when recall times exceed established SLAs (BIWIS and ITD).
- Liaise and communicate with airlines and applicable government agencies to alert them of any potential disruptions to ensure a smooth passenger flow in the Terminal, work collaboratively to promptly mitigate and resolve issues.
- Monitor and configure terminals to maximize gating and passenger flow efficiency i.e. door swings, escalator and stanchion set up, balance East/West International screening.
- Ensure compliance within the terms of tenant leases and identifying infractions; and with official language requirements with respect to tenants and Government Agencies
- Oversight of airline service providers (ACAP, OSR, Logistics, Smarte Carte, Porters and TBH above wing etc.); provide feedback and direction as required. Communicate and mitigate deficiencies in order to maintain service excellence.
- Provide oversight and ensure compliance with approved Terminal Activity Programs, i.e. construction, events and VIP movements.
- Proactively identify and address and resolve safety and security issues.
- Respond to demand issues (operational changes), prepare detailed reports. Responsible for other assigned duties such as: working as a participant in the Incident Management System (IMS) with the ability to assess and escalate situations utilizing the guidelines of the IMS program. Lead role in large scale IRROPs events, liaise with the Manager Operations Terminals and perform other related duties as required.
Job Requirements
Qualifications:
- Must possess a high school diploma
- Minimum 2-5 years’ experience in Customer Relationship Management, Customer Service and airport/airline operations experience
- Must possess demonstrated experience interacting with stakeholders individually and within groups, multi-tasking and analyzing data in a fast paced environment
- Airline/Tenant/Agency experience is an asset
- 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, and obtain and retain a Transportation Security Clearance
Knowledge, Skills and Abilities:
- Knowledge of local tourism/geography and the ability to promote such to the travelling public
- Ability to deal with senior leadership of various airlines, agencies and tenants
- Ability to produce well written and succinct reports
- Knowledge of CBSA, USCBP, CATSA requirements, processes and procedures
- Knowledge and an in depth understanding of airport and airline operations
- Ability to comprehend and apply numerous rules and regulations across all aspects of airport operations
- Knowledge and understanding of BIWS, and other relative airport systems
- Knowledge of passenger flow process at Toronto Pearson and their affiliated legislative SOP’s & Contingencies
- Specialized knowledge of air carrier connection processes and trends
- Ability to identify problems, gaps, trends and bottlenecks
- Ability to utilize his/her strong interpersonal skills to communicate, negotiate and resolve conflict situations
- Ability to coordinate events during irregular operations (IRROPs)
- Ability to solicit cooperation and agreement with others who may have conflicting priorities using diplomacy and tact
- Ability to lead a team, by directing, and motivating individuals who do not have a direct reporting relationship
|
No comments:
Post a Comment