Operational Service Representative

Job Description

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

Qualifications

WHO ARE WE LOOKING FOR?

• 18 years of age or older
• Must be comfortable using a handheld device to record data
• Becomes a “I Am Toronto Pearson Ambassador”
• Possess clear, concise communication skills in French & English
• Ability to read, understand and provide guidance/instructions to others
• Ability to realign stanchions
• Ability to work individually or within a team
• Minimum High School diploma or Grade 12 education
• Customer Service experience an asset
• Have a clear criminal record
• Must be eligible to work in Canada.
• Physically capable of performing all duties as set out in the Job/Position specifically physical demands of the position require the ability to stand for prolonged periods of time during the shift ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queues
• Self-motivated individual with a strong attention to detail.
• Excellent written & verbal communication and active listening skills.
• Able to work weekends, and holidays.
• Possession of a valid Restricted Area Identity Card (RAIC), and ability to apply for RAIC prior to starting employment.
• Successful completion of initial and recurrent company training is a pre-requisite for employment
• Report on any deficiency in kiosk/e-gate technology
• Setup was as per SOP/directive during the time they have attended.
• OSR will direct and support passengers in getting to their desired destination around Toronto Pearson
• OSR will utilize Smartsheet to complete a quick form to report on how many passengers were escorted and to which sector.
• Wait times during holding and metering will be captured via Smartsheet to be easily accessible by GTAA Operations Teams for reporting purposes. Any details and/or communications can also be noted down in the Smartsheet for the next agent, GTAA Operations, and/or management to review.