Concierge - in Anticipation Of

6 months ago

Ottawa, Canada Air Canada Full time

**Description**

**Location**: Ottawa, ON, Canada (onsite)
**Starting Salary**: $17.00/hour
**Branch**: Airports North America
**Category**: Unionized (UNIFOR)

**Being part of Air Canada is to become part of an iconic Canadian symbol. Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The position is located at the Ottawa Airport.

Permanent full-time employment is 40 hours per week and permanent part-time employment can be scheduled for a minimum of 20 hours and a maximum of 32 hours per week. The current salary is $17.00/hr as per the collective agreement.

**Position Summary
- The primary function of an Air Canada Concierge is to ease the way for our premium customers throughout their entire airport experience.
- This role includes all premium customer touch points such as check-in, Air Canada Signature Suite, along with traditional personal services.
- The position is modeled after concierge service found in 5-star hotels.

A Concierge is always helpful, always follows through with a request and always has the right attitude. The Concierge creates a sense of comfort and recognition for our premium customers with a simple philosophy - "If it's possible, consider it done".
-

**Key Concierge Activities
- Identify and review Top Tier/International Business Class reservations in advance of flight departure and/or arrival to ensure that all special service requests have been actioned.
- Ensure system wide "personal service" follow-up through communication with the worldwide network of Air Canada Concierges.
- Greet and assist all high value/high profile customers.
- Offer assistance for any special needs.
- Monitor connections and proactively initiate re-bookings as required.
- Work closely with Super Elite reservations desk and Customer Relations to facilitate Super Elite customer needs and to resolve service failures.
- Maintain and update Concierge library of reference material and daily log.
- Develop a network of contacts and resources that can provide assistance in accommodating the diverse requests of our top tier customers.

**Qualifications**

**Technical:
- Knowledge and experience as a Customer Experience Specialist - Airport would be considered an asset.
- Superior knowledge of airline service information and airport procedures would be considered an asset.
- Strong knowledge of local city attractions, events, hotels, restaurants and services.
- Ticketing experience would be considered an asset.
Microsoft office (word, Excel, PowerPoint, and Outlook).
-

**Behavioral:
- Excellent customer service skills.
- Strong desire to consistently exceed customer expectations while providing personalized service.
- Proactive, take-charge attitude in resolving problems with creative solutions.
- Good sense of judgment in balancing customer interests with company policy.
- Superior leadership and people skills with a demonstrated ability to make timely decisions and de-escalate disagreements.
- Self-motivated with an excellent ability to work under pressure while handling multiple tasks at the same time.
- Impeccable grooming, excellent organization skills, strong attention to detail.
- Excellent attendance record.
Willing and able to work in a team environment and be a team player.
-

**Work Condition:
This position will include all concierge work areas and will be utilized as the operation requires including operating Porsche executive cars within the Airport property, to transport our customers between gates, and other tasks as assigned. A valid driver's license (G2) in good standing is required and Airside Vehicle Operators License (AVOP) must be obtained and maintained as an employment requirement.

**Linguistic Requirements:
**Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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