AIRPORT COMFORT ENHANCER (ACE) PT

Application Open and Close Dates

Tuesday, November 7, 2017 to Tuesday, November 14, 2017

We have a casual part-time opening. Part-time hours vary with weekend, evening and statutory holidays coverage included. The hourly rate is $15.65. A complete job description follows and outlines the responsibilities and qualifications.

SUMMARY:

The Airport Comfort Enhancer (ACE) executes the comprehensive customer experience/customer service portfolio of programs and projects to support LIA's Vision, Mission and Strategic Plan. The ACE seeks to ensure the provision of timely and efficient service and information to the general public as well as terminal tenants.

Responsibilities

  • Welcomes visitors/passengers to LIA, assist them in various ways throughout the terminal building while interacting in a friendly, courteous and professional manner
  • Possessing a very high level of situational awareness, identifying problems, executing resolution where possible otherwise, reporting them to the appropriate department for corrective action.
  • Acts as primary voice of the customer to drive improvements in customer experience and service at LIA
  • Follows programs, projects and initiatives consistent with the Authority's strategy to exceed customer expectations
  • Champions quality customer service over a broad range of service providers and initiates corrective action as necessary to ensure a quality product
  • Handles the daily operation of the Airport Customer Service Desk
  • Ensures supplies and public information materials as needed for the customer service desk are available
  • Assists with special projects and events
  • Helps solve problems that negatively impact the overall customer experience
  • Available to cover all shifts as necessary
  • Interacts and communicates with terminal employees and vendors including airlines, car rentals, food and beverage, security and cleaning service
  • Assists with the development, implementation and collection of information for surveys initiated by LIA
  • Is part of a positive and collaborative work environment
  • Conduct continuous facility inspections on a daily basis
  • Reports on incidents occurring within terminal facilities
  • Monitor the performance of airport service providers such as cleaners, ground transportation, etc.
  • Welcomes visitors to the airport to help promote LIA as easy and comfortable
  • Conduct tours of the airport terminal for groups as directed by the Manager, Commercial Services & Passenger Experience

Security and Emergency Response Responsibilities

  • Acts as a First Responder to any security or safety-related emergency within and surrounding the airport terminal building
  • Assesses situations prior to them becoming hazards - mitigates liability to the Airport and ensures operational readiness of emergency personnel
  • Works with tenants and staff to action scenarios that may jeopardize safety
  • Assists with security-related investigations as required
  • Assists with public safety investigations as required
  • Fully conversant on the Emergency Response Plan and related security directives

Terminal & Parking

  • Assists with the terminal and parking services
  • Assists with the parking system repairs and maintenance when terminal personnel are not on site

Administration

  • Understands and follows health and safety programs and activities interpreting policies and supporting them as an example to other employees
  • Understands and is up to date on all corporate policies that have been established to ensure support and minimize risk of staff, operations and facilities
  • Maintains current knowledge of Occupational Health & Safety Act and WHMIS
  • Working knowledge of Canadian Aviation Regulations, Canadian Aviation Security Regulations and Aerodrome Security Measures, Airport Emergency Plan and applicable Airport Operational plans as they pertain to the terminal
  • Completes time sheets, leave forms and other administrative documents as required and/or directed

Other Duties

  • Participates or assists, in other roles, in special circumstances, events and activities that require additional resources or expertise to accomplish (e.g. Air Show, Runway Rendezvous, Annual meetings, promotional events).
  • Encourages staff and is personally involved in community organizations or professional associations and activities.
  • Establishes relationships with appropriate educational institutes
  • Keeps current on technical developments by formal training, review of trade journals and continuing education

Core Competencies

  • Customer focus
  • Communications
  • Energy & Stress
  • Teamwork
  • Time management
  • Adaptability / Flexibility
  • Creative and Innovative Thinking
  • Decision Making and Judgment
  • Planning and Organization
  • Problem solving
  • Result Focus
  • Ethics and Integrity
  • Mediating and Negotiating
  • Providing Consultation
  • Enforcing Laws, Rules and Regulations

Physical Activity & Working Conditions

  • Walking, standing and sitting will be involved on a daily basis.
  • Requirement to lift, carry, push or otherwise move objects will be necessary
  • Periodic bending, twisting, stooping and turning
  • Lifting up to 40 pounds i.e. suitcases
  • Job will require early morning and evening work
  • Position will be subject to call-back in the event of emergencies
  • This position requires working hours to include but not limited to weekends and holidays, rotating shift assignments and overtime duty. Subject to recall after normal duty hours.

Special Knowledge, Skills and Abilities

  • Manage multiple and diverse activities and projects
  • Excellent communication skills - written and verbal
  • Positively interact with Authority management and staff
  • Ability to contribute to a team environment to achieve success for the organization
  • Proficiency in the use of a personal computer and other general office equipment is necessary. Experience in Microsoft Office software products desirable
  • Ability to manage and understand the needs of the customer offering the appropriate options, solutions and resolutions required
  • Ability to communicate the needs and expectations of the customer base to the senior management team
  • Ability to communicate in a clear, concise, understandable manner and listen attentively to others and provide instructions to the customer service staff and the general public
  • Ability to adjust priorities and manage time wisely in a fast-paced environment
  • Ability to manage multiple and diverse activities and projects
  • Ability to provide outstanding customer service to both internal and external customers
  • Proven conflict resolution, negotiation and objection handling skills

Qualifications/Skills Required

  • Valid driver's licence
  • Be able to obtain a restricted radio operator permit and airside vehicle operator's permit by passing written and driving tests within the first month of employment.
  • Minimum of five years professional experience in customer service or related field
  • Secondary School diploma required at a minimum
  • A certificate or diploma in a related field preferred
  • Must be able to complete and pass a background investigation to obtain a Restricted Area Pass
  • Fluency in both official languages an asset

Contact Email Address

jwheatley@flylondon.ca