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Travel Alberta

YYC LINK Lead

closing
Apr 29, 2016
posted
Feb 24, 2016
company
Concorde Airport Services

Company Description:

Concorde has been providing significant, continuous and expanding services to the Airport Authority for many years.  We are honored to add the Customer Care Ambassador Services to our existing portfolio of services which include Technical (since 2011), HVAC (since 2010), Baggage (since 2005), and Janitorial (since 1993).   We pride ourselves on providing the best possible level of customer service to passengers, tenants, agencies, and other partners at the Calgary International Airport. 

The Ambassador Program’s purpose is to provide an exceptional passenger experience from curbside to gate.  Ambassadors will play a critical role helping passengers and other airport users navigate the new terminal and its processes, and supporting passenger movement between the existing terminal and the new international facility, in a friendly, professional, and caring manner.  The Customer Care Ambassadors will join the Calgary International Airport’s renowned White Hat Volunteers and the dedicated staff and partners at the airport in providing a passenger experience that is second to none.

Job Description:

Overview:

The YYC LINK Lead will oversee the LINK operations and passenger service requirements related to the LINK.  This position focuses on the operation and dispatch of the 10 person cars for passengers moving between the various concourses in the existing and new facilities.

As part of the larger Customer Care Ambassador team, this role is integral to addressing YYC’s top priorities - customer satisfaction and operational efficiency. The primary focus of all Customer Care Ambassadors is to provide customer care which means an unwavering focus on proactively assisting, educating, promoting, and directing customers to the services provided at the Airport.

Job Duties:

Approximately 40% of role will be focused on Supervisory Duties such as:

  • Staff, train and manage the YYC LINK Ambassadors;
  • Stay informed about any changes or updates to airport operations, passenger processes, services, etc., and communicate to YYC LINK staff in a timely manner;
  • Provide relief for coffee breaks, meals, sick leave and vacation leave when required;
  • Provide training for Customer Care Ambassadors; and
  • Provide operational assistance during irregular operation events (IROPS) as per YYC operational procedures or as directed by the Airport Duty Manager.

45% of the duties will be focused on the YYC LINK System Management, including:

  • Manage and supervise the daily YYC LINK operational schedule and vehicular traffic flow on the YYC LINK route. Ensure that all LINK staff are providing exceptional customer service to passengers;
  • Ensure passenger and vehicular safety is maintained and traffic flow is safe along the YYC LINK route;
  • Monitor pedestrian and vehicular activities along the YYC LINK route and enforce the Airport Authority’s rules and regulations concerning YYC LINK activities;
  • Ensure the passenger pick up and drop off areas on the YYC LINK Station areas are free of luggage and other carts or wheelchairs used by airlines or passengers;
  • Keep apprised of airline flight schedules and up to date flight information;
  • Respond to emergency situations as directed by the Airport Authority;
  • When advised by others or directly observed, report emergency situations such as first aid calls by calling 911 and the Security Operations Centre (SOC) as appropriate in the circumstances;
  • Maintain detailed and accurate records of all matters related to the performance of the services and submit such reports as specified in this Scope of Work and/or as required by the Airport Authority from time to time; and
  • Provide relief to YYC LINK Drivers and YYC LINK Operation Centre Ambassadors when required.

Approximately 15% of the role will be spent Assisting Passengers:

  • Be responsible for understanding the passenger services provided at the airport and be able to direct passengers who require or request assistance;
  • Engage in continuous customer interaction to assist, educate, promote, and clarify the services being provided at the Airport;
  • Collaborate with all airport partners (i.e. airline staff, tenant staff, White Hat Volunteers) to ensure high customer service;
  • Provide courteous, helpful, and supportive assistance to passengers;
  • Provide accurate, timely and relevant information to passengers in an efficient, helpful and transparent manner;
  • Take personal pride and ownership of the area of service being provided;
  • Have a professional, friendly, welcoming attitude and appearance while providing each arriving, departing and connecting passenger with a friendly, and superior level of care and customer service; and
  • Provide updates, suggestions, and recommendations to the Airport Authority on how to improve the Customer Care program.

Approximately 5% of the role will be spent on Other Duties such as:

  • Participate in Zone Evacuation Officer program;
  • Perform other duties as required; and
  • Rotate with other Customer Care Ambassador lead roles on a rotational basis.

Working Conditions:

  • Prolonged sitting in a confined space and standing are required;
  • Walking long distances may be required;
  • Shift work may be required; and
  • The airport is not a scent free environment.

Job Classification: Full Time

Pay Rate: $23.32/hour, approximately $48,505 annually

How to Apply:

If you love the idea of creating an exceptional passenger experience at YYC … believe in what the Calgary International Airport can offer Calgary’s residents and visitors … and are interested in joining this outstanding team of Customer Care Ambassadors, submit your resume and cover letter to concordejobs@yyc.com.  We’d love to hear from you!