Customer Experience Specialist - Lounge - 33259

Job Description

Description

• Welcome eligible customers into the Maple Leaf Lounge  
• Validate lounge eligibility 
• Scan customers into AIMS system for proper tracking 
• Provide brief overview of the facility for first-time visitors (e.g. location of washrooms, availability of digital newspapers/magazines, etc.) 
• Deny access to customers who are not eligible with care & class 
• Replicate same for eligible non-Air Canada customers, who are provided access either as a result of  
  • travelling on a Star Alliance flight  
  • travelling on a flight operated by an airline with whom Air Canada has entered into an agreement with for lounge access 
  • holding a membership in a 3rd party lounge access program with whom Air Canada may enter into an agreement with to provide lounge access (e.g. Priority Pass)  
• Provide travel-related assistance to premium customers as needed 
• Check-in of connecting customers 
• Reprinting of boarding passes 
• Rebooking and provision of amenities during irregular operations 
• Monitoring and processing of upgrade requests, including EUPG 
• General flight information 
• Manage shower access as needed (e.g. page customers waiting for showers) 
• Provide general assistance to customers inside the lounge 
• Close co-operation and communication with Concierge agents regarding AC premium customer needs and issues

Qualifications

• Strong customer focus gained through previous customer service experience 
• Good knowledge of ALTEA system  
• Excellent interpersonal and communication skills combined with a strong commitment to teamwork 
• Strong ability to solve problems and find solutions, in line with the corporate guidelines and policies 
• Available for shift work - early mornings, evenings, weekends and statutory holidays depending on opening hours of the lounge 
• Excellent professional appearance and grooming standards 
• Ability to work in a multicultural environment and demonstrate diplomacy & courtesy 
• Strong written and oral communication skills  
• This position requires linguistic fluency.  Priority will be given to candidates completely fluent in German and in English, French is an asset

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.