Airport Terminal Operations Specialist

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