Officer, Services and Standards

2 months ago

Toronto, Canada Greater Toronto Airports Authority Full time

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, Terminal Services and Standards, this position is responsible maintaining strong relationships with Service Providers and Partners across Toronto Pearson. Officer will be the day of liaison and single point of contact between GTAA and our service providers. Responsible to monitor performance and ensure effectiveness of current and new piloted programs through installation and implementation.

**Key Accountabilities**:

- Develop and maintain strong working relationships with Contracted Service Providers and Partners possessing a proven understanding of the provisions and requirements of all applicable contracts
- Serve as the day of liaison, integrator, and single point of contact between the GTAA and the service provider for the prioritization and execution of work during regular and irregular operations
- Collect and disseminate information such as flight schedules, construction activity, weather and other pertinent information that could impact or reprioritize the day-of delivery of contracted services
- Engage and manage relationships with key partners (Airlines, CBP, CBSA, CATSA, tenants, retail, food and beverage providers etc) to validate the provision of services and implement corrective action as applicable
- Conduct meetings with shift supervisors, assistant managers, and front-line staff to resolve day-of complaints related to the provision of services
- Work closely with Airport Development Technical Services’ Response Managers to identify, report, and resolve building deficiencies impacting operations, and the passenger experience (washroom fixtures, lighting, millwork, paint, flooring etc.)
- Identify and facilitate resolution of customer or tenant issues that are roadblocks to customer satisfaction. Responsible for researching service issues to ensure all appropriate actions by other parties are being taken to resolve issue and ensure follow through until closure and/or complete customer satisfaction
- Monitor and ensure service providers inclusive of (facility cleaning, baggage cart, waste disposal, pest control) are operating safely and within compliance of the terms and conditions of the contract
- Report and initiate corrective actions as appropriate
- Validate and ensure required resourcing is in place to meet operational demands
- Measure and report against agreed to key performance indicators, service level standards and procedural / SOP compliance (both qualitative and quantitative) with the objective of consistently delivery best in class service delivery
- Monitor and evaluate the effectiveness of current, new or piloted programs through installation and implementation, find opportunities for continuous improvement
- Perform regular or ad hoc inspections of all facilities or assigned work areas to ensure space is meeting our expected customer service level requirements and/or agreed upon Service Level Agreements e.g problems with moving devices, overall cleanliness of the Terminals and curbs, equipment/systems problems
- Meet daily with contractors to identify day of operational goals, abnormalities, peak periods and outstanding issues from previous shift
- Engage contractor to discuss and execute against ASQ business plans
- Perform terminal inspections, identify, initiate, and track work orders to address any building deficiencies.
- Maintain electronic reports to avoid duplication, drive efficiency and ensure work completion in coordination with ADTS
- Monitor public tenant spaces, terminal activations, advertising and promotional spaces to ensure compliance with lease agreements (cleanliness, seating condition, lighting, and general condition of installation) and report on and escalate as needed
- Report emergency repairs, and vandalism to the Airport Operation Control Centre for appropriate escalation and dispatch
- Attend regularly scheduled or ad-hoc meetings with airport tenants including Airlines and Government Agency partners to ensure non-operational / back-office spaces are being cleaned as per service standards. Correct any deficiencies as observed and escalate repairs as required
- In coordination with contracted servic

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