Concierge Service Agent

Belonging to Air Canada is belonging to a Canadian symbol, Air Canada recently voted best airline in North America. Take off your career by joining our innovative and diverse team at the forefront of passenger air transport.

The Air Canada Concierge Service Agent is primarily responsible for providing personalized service focused on recognition and attention to detail to Aeroplan Super Elite 100K members, as well as other higher status members and Signature Class customers at the airport (arrivals, check-in, departures and lounges).

The Concierge Service Agent must constantly monitor the needs of Air Canada's premium customers and provide excellent service at all times, in accordance with customer service guidelines and company safety rules. The person occupying this position must be able to solve all kinds of problems, as well as know how to ask for help and who to contact to obtain it. By building professional and positive relationships with our most loyal customers, the Concierge Service Agent helps build customer loyalty to the brand.

Responsibilities:

• Welcome high-contribution customers at the check-in counter and accompany them to the lounge, if applicable.
• Help resolve high-contribution customer issues on arrival and departure, including ticketing, upgrades, connections, baggage reclaim and last-minute arrangements.
• Assist high-contribution customers at boarding gates.
• Welcome high-contribution customers to lounges.
• Communicate with the Concierge Service available 24 hours a day, seven days a week, as needed.
• Communicate with Concierge Service agents posted at other stops worldwide, as well as with local representatives (hotels, other carriers).
• Propose solutions for high-contribution customers, particularly in the event of operational irregularity.
• Maintain daily reports on Concierge Service activities, log problems and follow up on them, if necessary.
• Liaise with Concierge Service groups, to help manage important or high-contribution customers.

Qualifications

• Proficiency in Internet, emails, Word, Excel and use of the Altéa Reservation system.
• Diploma in tourism, an asset.
• Experience in a similar position, an asset.
• Ticketing knowledge, an asset.
• Availability for travel (seminars, training, etc.).
• Obtaining an airport pass.
• Wearing the uniform according to company rules
• Compliance with airport security and safety rules.

Employment conditions:

Candidates must be eligible to work in the country concerned at the time an offer of employment is made and are responsible for obtaining the necessary work permits, visas or other authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

Excellent knowledge of Cantonese and English (written and spoken) – knowledge of other foreign languages, an asset.

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible and rewarding work environment that values the unique contribution of our employees to the success of our company.

As an employer that guarantees equal access to employment, we encourage the most diverse applications in order to build a varied workforce representative of our customers and the communities where we live and offer our services.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.