Concierge Agent

**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.**

The primary focus and responsibilities of the Air Canada Concierge Agent is to provide personalized service, recognition and attention to detail to Aeroplan Super Elite 100K, other top tier members and Signature class customers in the airport environment. (Arrivals, check-in, departures, transfers, and lounges).

The concierge agent must pay particular attention to our AC VIP customers' needs and provide excellent service at all times, in line with the customer service guidelines and the corporate safety rules. He / She must be able to solve all kinds of problems and know who and how to ask for assistance. By developing professional, positive relationships with our most frequent customers, the concierge will help develop brand loyalty.

**In particular, the concierge agent is required to**:

- Be present at Check-in to greet and acknowledge premium customers and escort to the Lounge if required
- Assist at Flight arrivals / Flight departures with premium customers' concerns i.e. assisting with ticketing, upgrades, connections, baggage retrieval and any last-minute arrangements.
- Assist at Gates with boarding premium customers
- Meet and acknowledge premium customers at the Lounge
- Liaise with the 24 / 7 Concierge Desk when required
- Network with other Global Concierge Agents at other Stations and with local representatives (Hotels, OAL's)
- Provide solutions for premium customers, in case of irregular operations
- Maintain daily reports on the concierge activities, log problems and follow through when required
- Liaise with Concierge groups to provide support / assistance in dealing/handling with high profile/premium customers

**Qualifications**
- Impeccable social manners
- Excellent Customer service skills and commercial sense
- Excellent professional appearance and grooming standards
- Strong interpersonnel skills
- Ability to work in a multicultural environment and demonstrate diplomacy & courtesy
- Strong written and oral communication skills
- Ability to prioritize and plan daily workload according to the demands of the operation
- Strong ability to solve problems and find solutions, in line with the corporate guidelines and policies
- Solid ability to work using own initiative
- Ability to work well within a team
- Strong knowledge of AC product and procedures
- Ability to adapt to various situations and changing procedures

**JOB PREREQUISITE**:

- Excellent knowledge of English and German (written and oral) - the knowledge of additional foreign languages is an asset
- Ability to travel (seminars, training, etc.)
- Obtain an airport pass
- Wear AC Uniform according to the Air Canada uniform and grooming policy
- Comply with Airport security and safety rules
- Degree / Diploma in Tourism is an asset
- Experience in a similar role is an asset
- Ticketing knowledge is an asset
- Right to live and work in the country

Shift work is required (including on weekends and public holidays) as can be overtime in case of irregular operations

Schedule changes can happen depending on service needs (e.g. irregular operations, reduced headcount, etc.)

Night work can be required depending on the flight schedules decided by the company.

Permanent Full-Time position (38.5 hrs/week) based at Frankfurt Airport

**Conditions of Employment**:
**Linguistic Requirements**

**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.