GTAA | Toronto Pearson - Passenger Service Representative
Job Details
Description
The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work. Approximately 1,400 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson. The impacts of the pandemic have been significant to our industry, yet we remain Pearson Strong and are realizing the opportunity to accelerate our Healthy Airport commitment. Join us on our accelerated journey in creating the airport of the future in a smart, healthy and profitable way.
What's in it for you!
We offer our GTAA members amazing benefits, including retirement planning, group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.
Position Summary:
Reporting to the Manager Passenger Services, 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.
Key Accountabilities:
Provide guidance to passengers inside the Terminal on numerous processes and operating procedures
Answer public phone lines, in-Terminal courtesy phones, and social media inquiries
Attend to and resolve passenger inquiries or complaints inside and outside the Terminal
Handle the airport's Lost and Found program, including logging in lost items and reconciling them with their owner
Act as a first level responder to complaint calls in accordance with established protocols
Assist passengers in communication/co-ordination with airlines, agencies and tenants in relation to irregular events
Recommend sale of ground transportation tickets, hotels, and other ticket sales (tours)
Provide translation services to the public
Monitor assigned process and report on observations
Monitor stanchion set-up, check-in, baggage belt assignments and flow f passengers and rectify if not to plan
Monitor and control the flow of passengers through processing areas(CBP, CBSA, CATSA) and configure swing doors to specific sectors of the Terminal which involves sweeping the lounge area in advance
Establish cold weather queue in the Terminals for Ground Transportation services
Distribute portable paging units during system outages
Coordinate queues during IRROPS or peak periods
Direct passengers during closures of facilities and controlling the flow into specific processing areas
Place 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
This is a unionized position with an hourly wage of $33.86, based on a 37.5-hour work week. This is a 24/7 rotating shift position, and the successful candidate must be able to work all shifts and be available to commence the duties of the position once a selection decision has been made. A computer and written test may be administered as a part of the competitive process.
Qualifications:
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.
Possess fluent oral and written communication skills in English, French and at least one other language
Demonstrated experience in customer service and interacting with the public in large and individual settings
Experience in a call centre environment and airport operations is preferred
Ability to acquire and retain a Transportation Security Clearance.
Knowledge, Skills and Abilities:
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
Demonstrated skills in dealing with the public in very busy and hectic situations, multi-tasking and prioritizing
Possess excellent interpersonal skills, and a great deal of tact and patience in dealing with the public and irate passengers
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
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
The GTAA is a private not-for-profit corporation and a federally regulated employer. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA has also suspended the application of the mandatory vaccination requirement in its COVID-19 Vaccination Policy. However, GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.
Job Category: Airport Operations
Requisition Number: PASSE001944
Full-Time
1 Term Opportunity (12 months)
Toronto, ON L5P1B2, CAN