Requirements
- 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
Work Arrangement
On-site — Toronto Pearson International Airport
Additional Information
- Must greet passengers with 'Hello bonjour'
- Must validate travel documentation and eligibility for entry/exit
- Must assist passengers with automated systems and kiosks
- Must control passenger backflow into restricted areas
- Must monitor assigned zone for efficient passenger flow
- Must anticipate and create memorable passenger experiences
- Must establish working relationships with terminal service providers
- Must prepare Incident/Occurrence Reports for complaints, safety, security, or operational issues
- Must make recommendations for service improvements
- Must convey professional and welcoming presence while multitasking
- Must enjoy meeting and working with people, with outgoing and engaging personality
- Must listen carefully and have patience with passengers
- Must be proactive in solving problems or directing passengers to appropriate resources
- Must take direction and react quickly to changing priorities
- Must achieve intermediate technology skills to use airport equipment (hand scanner, cell phone, basic software)
- Must maintain sharp observation skills and awareness of surroundings
- Must read memos and communications before shift
- Must perform any additional duties assigned by Supervisor or management
- Must replace, realign, or add stanchions according to approved layout
- Must clean stanchions and maintain serviceability
- Must remove and record stanchions requiring repair
- Must ensure care and control of technology devices
