Passenger Experience Assistant

People come together at Edmonton Airports. They connect. Learn. Imagine. We are an Airport for Everyone, uniting people for a world of possibilities. At Edmonton Airports, we aim to create a community of unique individuals to allow for expanded ideas, perspectives, collaboration and innovative business decisions. We do this by fostering positive, enthusiastic people who are excited take on challenges. As an organization, we value opportunities to create diversity within our team, including backgrounds, experiences, perspectives and ways of working together. True to our core values, we are invested in our talent and consider professional development, specialty training and career growth among the top priorities to expand team member skillset as we continue evolving with new technologies and forward-thinking ideas. As recipients of the 2024 Alberta Top 80 Employer Award, we work to elevate the experience even higher and facilitate new possibilities at our region’s airports.
Les personnes se rassemblent à Edmonton Airports. Elles nouent des liens. Elles apprennent. Elles imaginent. Nous sommes un aéroport pour tout le monde et nous unissons les gens autour d’un monde de possibilités. À Edmonton Airports, nous nous efforçons de rassembler une communauté de gens uniques pour permettre l’expansion des idées et des perspectives, favoriser la collaboration ainsi que la prise de décisions commerciales novatrices. Pour y parvenir, nous encourageons l’attitude positive et l’enthousiasme de personnes motivées à relever des défis. Nous valorisons, comme organisme, les occasions de promouvoir la diversité au sein de l’équipe, notamment en termes d’origines, d’expériences, de perspectives et de façons de travailler ensemble. Fidèles à nos valeurs fondamentales, nous nous engageons à investir dans nos talents et considérons le développement professionnel, la formation spécialisée et l’évolution de la carrière comme des priorités absolues afin d’élargir l’éventail des compétences des membres de notre équipe et de continuer à évoluer au gré des nouvelles technologies et idées novatrices. Lauréate du 2024 Alberta Top 80 Employer Award, l’entreprise s’efforce constamment d’améliorer l’expérience et de favoriser l’émergence de nouvelles possibilités aux aéroports de notre région.
Passenger Experience Assistant
1 Part-time, Term Position (8 months)
Purpose
Reporting to the Manager, Passenger Experience, the Passenger Experience Assistant will be accountable for various administrative functions and a focus on customer service. This includes the supervision of the contracted Information Booth Staff, ensuring quality control on customer service delivery and mitigating passenger concerns. The role would also be responsible for assisting the team with the Airport Volunteer Ambassador Program, planning events/activations, and providing support to passenger programs.
**Day in the life**:

- The Passenger Experience Assistant provides onsite supervision of the contracted Information Booth Services. Guidance and coaching on customer service concerns and ensuring optimal customer service is delivered. Managing the lost and found tracking system by supervising the AMM’s clean-out and donation process.
- Coordinates the installation and changeover of the Airport Art Program. Meet with artists and installers. Coordinate security passes, meetings, etc.
- Coordinates the scheduling and setup of Musicians for the EIA Music Program. Work with the contracted music schedule provider to set up new artists and coordinate the schedule of the ongoing program. Provide support to artists obtaining security passes and other airport necessities.
- Ensure a high level of customer service is being delivered by the Information Booth contract and AVA team by being the immediate supervisor to those on shift.
- Assist the team with the AVA program, recruiting, scheduling, tracking, event planning and operational support.
- Process purchase orders, completing volunteer mileage and other financial-related duties.
- Demonstrate a high performance, high discipline, safe, accountable, focused, innovative and achievement-oriented, easy to do business with manner of working.

**You Have**:

- Grade 12 diploma is preferred; equivalencies may be considered
- Excellent customer service skills and demonstrated effective verbal and written communication skills are required
- Computer skills including working knowledge of Microsoft Office and general knowledge of computerized office equipment
- Must secure and maintain appropriate airport security clearance and acceptable criminal record check
- Experience in a customer service role
- Organization and task management
- Attention to detail and ability to adapt to rapidly changing environment
- Conflict resolution
- Flexibility in working hours and job duties as required
- Familiarity with Edmonton and surrounding districts
- Has demonstrated the successful use of social processing skills at a group level.

**REPORTS TO**: Ma