Lounge Agent, Pierre Elliott Trudeau International Airport (YUL)

Swissport International AG provided first-class airport ground services to some 97 million air passengers and handled approximately 5.1 million tons of air cargo at more than 120 air cargo centers worldwide. Several of its warehouses have been certified for pharmaceutical logistics by IATA’s CEIV Pharma and by the UK MHRA.

Swissport operates more than 50 airport lounges worldwide under the “Aspire Lounges” brand. Our lounges are not quite cafes or restaurants, but they do offer a haven for customers who are looking for a comfortable seat, free food and drinks, great WiFi, and most importantly, a fantastic pre-flight experience, no matter what their reason for traveling.

Job Description:

If you are passionate about hospitality, love meeting new people and enjoy giving customers a great start to their journey in a busy and exciting airport environment, then this is the position for you!

The Lounge Agent will take turns handling operations related to the lounge check-in process, supervising the buffet, restocking the buffet, handling guest requests, as well as cleaning up tables after guest use.

Responsibilities :

  • Provide passengers with an exceptional level of customer service at all times.
  • Greet passengers as they enter the lounge and introduce them to all aspects of the lounge product, advising them on all available services and helping to build customer loyalty.
  • Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations to ensure service standards are met and maintained.
  • Proactively assists operational staff to ensure passenger needs are met by making seat changes, issuing boarding passes, checking in transit passengers and making reservation changes.
  • Keep all passengers in the lounge informed of the departure of their flight and any other information related to their flight.
  • Provide customers with information about the airport and its facilities (flight schedules and airline information, departure gate directions, etc.)
  • Responsible for restocking shelves and coolers. Assist with inventory verification.
  • Pick up dirt and support the back of the house, make sure toilet checks are done.
  • Prepare and manage the bar, monitor customers’ alcohol consumption.
  • Assist in serving customers at various locations in the lounge and bar.
  • Perform regular checks of all areas of the salon to ensure a professional image and follow up on maintenance work.
  • Ensure that proper cleaning procedures are followed and that personal protective equipment (PPE) is always worn during service. Employees must comply with all health and safety rules, enforced and updated by the company.
  • Answer phone calls and other duties as assigned by the salon supervisor.

Requirements :

  • Be flexible to work different shifts (days, evenings, nights, weekends, holidays).
  • Be bilingual in French and English, both written and spoken.
  • High school diploma or GED equivalent.
  • Passionate about customer service and must have relevant work experience.
  • Experience as a passenger agent or equivalent experience in the aviation industry is an asset.
  • Autonomous and able to work independently.
  • Detail-oriented and numbers-driven.
  • Ability to follow processes and procedures and apply a flexible approach when necessary.
  • Communication and writing skills.
  • Ability to use computers and work with Micro Soft applications (Word, Excel, PowerPoint).
  • Good organizational skills and ability to prioritize.
  • Positive attitude and personal motivation.
  • Ability to stand for long hours.
  • Applicants who are offered employment may be subject to criminal record checks and other background checks.

Benefits:

  • Paid training – (72-80 hours)
  • Group benefits (insurance, RRSP, etc.)
  • Paid parking
  • Uniform

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