Dexterra Group is hiring an Operational Service Representative

WHAT'S THE JOB? The Operational Support Representatives (OSR's) provide passenger flow, queue management and control into various areas of the Terminals at Toronto Pearson International Airport. OSR's are required to determine eligibility requirements and stream passengers quickly and efficiently into various queues while providing an exemplary level of passenger service. OSR’s are often the “first point of contact” with passengers and their objective is to make that interaction an exceptional experience for each and every passenger. Duties and Responsibilities: - Always greet passengers with “Hello bonjour” - Validate and confirm passengers need and right of entry/exit to/from controlled and restricted areas - Validate acceptable travel documentation to enable passenger entry to certain areas - Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks - Control the backflow of passengers into controlled/restricted areas - Monitor assigned area/zone to ensure the efficient and expeditious flow of passengers - Anticipate and create memorable passenger experiences - Establish effective working relationships with other Terminal service providers to ensure the availability of products/services consistent with passenger needs (i.e wheelchairs, electric passenger carts, baggage carts, porter services, etc.) - Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events - Make recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengers - Convey a professional and welcoming presence by interacting with members of the traveling and general public while multi-tasking - Enjoy meeting and working with people while having an outgoing and engaging personality - Listen carefully and have patience with all passengers or visitors to Pearson - Be proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistance - Take direction and react quickly to changing priorities - Achieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs) - Maintain sharp observation skills along with awareness of surroundings - Read memos and communications before shift commences - Perform any additional duties assigned by Supervisor or management - Replace stanchions in designated areas of the building as per approved layout. Each plan includes the number of stanchions, placement area, direction of flow, special class line and overflow plan. - Realign or add stanchions when queues grow to maintain line management - Clean stanchions and maintain serviceability - Remove any stanchions that require repair and record - Always ensure care and control of any technology devices