Passenger Service Representative

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
- 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

**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

**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.