Airport Terminal Operations Specialist

Airport Terminal Operations Specialist

Job Number: 3642

Job Type: Temporary Full-Time

Temp Contract Length: Up to 4 months

Location: 520 Airport Rd - Airport - Terminal Building

Job Category: Other

Number of Positions: The position works 10-hour rotating shifts, averaging 35 hours per week (30 hours one week and 40 hours the following week).

Department: Airport Terminal Operations and Customer Experience

Division: Planning, Development and Legislative Services

Hours of Work: 35

Union: CUPE 1883

Grade: CUPE 1883 Grade 006

Salary Range: $ $34.24 per hour

Posting Date: November 4, 2025

About Us

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

• Taking only what we need
• Leaving some for others
• Keeping the dish clean

This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.

Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.

Guided by our Strategic Plan, "Growing with Care," we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

The Role

Provides customer service to passengers, visitors, and tenants at the Region of Waterloo International Airport. Responds to inquiries relating to airport operations and services and liaises with airlines, vendors, contracted services, and other staff to support day to day terminal operations and the customer experience.

Duties/Responsibilities

• Greets customers, responds to questions, and provides direction to services and resources. Assists customers with using automated baggage system and kiosks. Resolves customer issues/concerns including re-directing or contacting/coordinating with appropriate party for resolution, including Duty Manager for escalations.
• Has regular contact with janitorial staff, security screening, airline, and airport operations staff for services or re-direction for customer support, including for situations that require immediate response, and to respond to changes in operational needs from same (e.g., additional check-ins). Responds to alarms (e.g., silent, security, fire) by alerting the Duty Manager and other parties as per documented procedures.
• Monitors passenger flows and congestion points within and around the terminal, both in person and with CCTV cameras. Notifies Duty Manager of issues/concerns and coordinates passenger flows at key areas.
• Performs queue management activities in the event of irregular operations/situations. Controls the backflow of passengers into specific areas; streams passengers into appropriate queues. Patrols parking lot and curb for baggage carts.
• Monitors customer-facing areas of the terminal to ensure facilities are orderly, clean, and operational. Re-arranges baggage on conveyor belt when jamming occurs. Patrols parking lot for baggage carts and returns to terminal location.
• Maintains self-service parking and boarding kiosk, bag drop, and common use equipment. Stocks paper and cleans display, per schedule/as needed. Notifies Duty Manager of issues and need for repair.
• Monitors and updates flight information display and weather alert systems, as needed.
• Prepares Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events.
• Prepares daily shift reports, including those in support of inspections and audits.
• Processes applications for the airport (e.g., RAIC, AVOP, AVIP, key applications). Submits completed applications to management for sign off, takes payment, and submits to Transport Canada for issuance/final approval.
• Takes payments for bus tickets, parking tickets, and airport invoice payments.
• Answers phone, including calls from the public, tenants and service first call centre.
• Performs duties outlined in the Emergency Procedures Manual, as directed during emergency situations. Sends alerts and initiates reports for all emergencies.
• Monitors and patrols the primary security line in the terminal building. Coordinates communications to disseminate security information to other (e.g., Duty Managers, tenants).
• Performs escorting duties.
• Performs related duties as assigned.

Additional Duties/Responsibilities

Knowledge, Skills, and Abilities

• Knowledge and skill in customer service practices, and knowledge of airport operations, layout, and services, normally acquired through a grade 12 education plus 2 years of related experience in a fast-paced customer service environment.
• Knowledge of local tourism, geography, and methods of transportation to support customer requests.
• Knowledge of and ability to follow policies, procedures, and related legislation/regulations (e.g., Transport Canada, accessibility, privacy, incident management).
• Ability to adapt to changing priorities in a fast-paced environment.
• Problem solving skills to respond to peaks and operational needs and organize customer flow to support efficient operations.
• Ability to monitor terminal facilities and services to ensure an excellent customer experience.
• Communication and interpersonal skills to respond to inquiries from customers regarding airport services, products, and procedures; recognize and defuse unpleasant or difficult situations; ask questions/obtain information to understand customer needs and provide assistance; contact other staff and vendors to support customer needs; and participate as an effective team member.
• Ability to read and reference flight and schedule information and manuals. Ability to complete forms and records (e.g., service requests, logs).
• Computer skills with ability to use software such as Microsoft Office, the Internet, a point of sale machine, and customer service system.
• Ability to use a two-way radio and obtain a valid Restricted Radio Telephone Operators Certificate if required.
• Must provide an acceptable Transport Canada Restricted Area Identification Card (RAIC) within
• probationary period and/or as a condition of employment.
• Ability to work rotating shifts, including mornings, afternoons, nights and weekends, and statutory holidays as part of a regular 24/7 schedule.
• Ability to travel within Waterloo Region.
• Ability to attain Airside Vehicles Operators Permit if required.
• Ability to support and demonstrate the Region's values.

Additional Knowledge, Skills, and Abilities

Region of Waterloo is committed to building a workforce through fair, equitable, and accessible hiring practices that allow us to hire qualified staff who reflect the diversity of the community we serve and to promote a respectful, inclusive, and equitable workplace.

We invite all interested individuals to apply and actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to:

• First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
• members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
• persons with visible and/or invisible (physical and/or mental) disabilities;
• persons who identify as women; and persons of marginalized sexual orientations, gender identities, and gender expressions

For questions or to request accommodations during your recruitment, onboarding or employment, please contact , or by calling our Service First Contact Centre at phone number

Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).