MAINTAIR AVIATION SERVICES has a 35+ year history of providing safe, customer focused aviation services. As we continue to grow, we are currently seeking candidates for ATW SHIFT LEAD, Internal posting in Thunder Bay, ON!
JOB SUMMARY:
ATW Shift Leads work under the direction of the Station Coordinator and/or Senior Manager ATW and ensure staff, passengers & customers are handled according to specific company policies & procedures. They are a part of the overall Maintair Family. They will support and work alongside all areas of the company and foster the team atmosphere of Maintair. Quality customer service, attention to detail, company procedures, safety and team work are key components to be a successful agent. The ideal candidate must possess solid leadership, verbal and written communication skills, be energetic, outgoing, understanding and accepting of change. They must also be flexible and able to deal with the adapting nature of aviation.
DUTIES AND RESPONSIBILITIES:
• Provide leadership and quality customer service to staff, a variety of customers including: travelling passengers, travel agencies, corporate customers, and other internal and external groups.
• Answer phones/emails, give out fare & schedule info, take & create reservations, etc.
• Check in duties and act as replacement agent when required.
• Filing, handling cash and preparing & finalizing sales reports.
• Greeting flights, making announcements (boarding calls, paging passengers).
• Updating internal operations requirements, including station audits, weight and balance, and other airline specific operation requirements.
• Act as liaison between the air carriers, passengers and Maintair including baggage IROPS, station delays and airline actions.
• Work through flight IROPs as required and ensure team coverage to support.
• Work through flight baggage issues as required.
• Assist with mishandled baggage and deliveries as required.
• Perform Turn, RON and Ad-Hoc flight requirements as needed.
• Provide cabin cleaning as needed, per carrier specifications.
• Load catering/commissary/ice as required.
• Brew and load coffee/hot water jugs as required.
• Operate jetways, per air carrier policies.
• Work with training manager and training officers in ensuring compliance with all regulatory and carrier specific requirements.
• Mentor team members and ensure training requirements are applied to the operation seamlessly.
• Delegate tasks to team members as needed.
• Liaise and support directly with BTW Shift Leads and carriers as needed.
• Perform inventory control per company and carrier requirements.
• Support the management team as required.
• Other duties as assigned by management.
QUALIFICATIONS AND REQUIREMENTS:
• Minimum grade 12 education and post-secondary preferred.
• Minimum five years or equivalent previous airline, hospitality experience.
• Must hold an Airport Security Pass
• Solid knowledge of aviation and its related terms, short forms and verbiage.
• Solid knowledge of Microsoft Office Suite, Windows, Google Suite and general computer programs.
• Computerized Reservations System (CRS) – Navitaire, Sabre, AmeliaRes, AirlineChoice would be an asset but not required.
• Excellent keyboarding skills are essential.
• Must be able to manage a team of 3 people.
• Must have excellent in-person customer service skills.
• Must be able to de-escalate confrontational situations with guests/passengers.
• Must be able to work with minimal supervision, and/or in a team environment working varied and/or split shifts, overtime and holidays.
• Must be bi-lingual (English and one other language preferred).
• Must be available to respond to the airport during emergency situations and/or diversions.
ADDITIONAL INFORMATION:
PPE required is provided to employee.
Paid training.
50/50 cost share on parkas.
50/50 cost share on all uniform requirements.
Access to staff flight travel benefits.
