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Customer Experience Specialist - Lounge - Part-time - 33256

Location: FRANKFURT, HE, Germany
Posting Start Date: May 26, 2023
Posting End Date: Jun 9, 2023


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Duties and Responsibilities: 
  • 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


  • 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
Conditions of Employment:
  • 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.
Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.