Concierge - 31433

Permanent full-time employment is 40 hours per week. The current salary is $16.56/hr as per the collective agreement. 

Position Summary 

• The primary function of an Air Canada Concierge is to ease the way for our premium customers throughout their entire airport experience. 
• This role includes all premium customer touch points such as check-in, Maple Leaf lounges along with traditional personal services. 
• The position is modeled after concierge service found in 5 star hotels. 
• The position is a busy one with duties that vary from day to day depending on the diverse requirements of our top tier premium customers. 
• A Concierge is always helpful, always follows through with a request and always has the right attitude. The Concierge creates a sense of comfort and recognition for our premium customers with a simple philosophy – “If it’s possible, consider it done”. 

Key Concierge Activities 

• Identify and review Top Tier/International Business Class reservations in advance of flight departure and/or arrival to ensure that all special service requests have been actioned. 
• Ensure system wide “personal service” follow-up through communication with the worldwide network of Air Canada Concierges. 
• Greet and assist all high value/high profile customers. 
• Offer assistance for any special needs. 
• Monitor connections and proactively initiate re-bookings as required. 
• Work closely with Super Elite reservations desk and Customer Relations to facilitate Super Elite customer needs and to resolve service failures. 
• Maintain and update Concierge library of reference material and daily log. 
• Develop a network of contacts and resources that can provide assistance in accommodating the diverse requests of our top tier customers.

• Knowledge and experience as an Airport Customer Sales and Service Agent would be considered an asset. 
• Superior knowledge of airline service information and airport procedures would be considered an asset. 
• Strong knowledge of local city attractions, events, hotels, restaurants and services. 
• Ticketing experience would be considered an asset. 

• Excellent customer service skills. 
• Strong desire to consistently exceed customer expectations while providing personalized service. 
• Proactive, take charge attitude in resolving problems with creative solutions. 
• Good sense of judgment in balancing customer interests with company policy. 
• Superior leadership and people skills with a demonstrated ability to work as a team player. 
• Self-motivated with an excellent ability to work under pressure while handling multiple tasks at the same time. 
• Impeccable grooming, excellent organization skills, strong attention to detail. 
• Excellent attendance record. 
• Willing and able to work in a team environment.