What you can expect from this position:Reporting to the Manager, Terminal Services, the Terminal Officer (TO) serves as the GTAA representative on the terminal floor, ensuring efficient operations, compliance with contractual agreements, and high-quality service delivery. You will coordinate daily terminal activities, proactively resolve operational issues, and work collaboratively with airlines, tenants, agencies, and contracted service providers.
As a Terminal Officer, you will:- Oversee day-to-day terminal operations to ensure safe, efficient passenger flow and proactively resolve congestion or processing bottlenecks.
- Coordinate daily operational plans, including stanchion layouts, queue management, resource allocations, and adjustments during irregular operations.
- Serve as the primary point of contact for airlines, government agencies, tenants, and service providers to address operational issues and maintain service continuity.
- Inspect terminal facilities regularly and work with contracted service providers to ensure cleanliness, functionality, and compliance with service level agreements.
- Monitor key operational processes (check-in, security screening, CBSA/USCBP, baggage flows, and passenger connections), escalating issues and implementing corrective actions.
- Ensure compliance with GTAA policies, safety and security standards, operational procedures, and regulatory requirements, issuing non-compliance notices when necessary.
- Respond to operational incidents, medical events, emergencies, and system outages, implementing contingency plans to restore normal operations quickly.
- Support customer service excellence by addressing passenger concerns, enhancing amenity delivery, and maintaining high ASQ/Voice of Passenger performance.
- Lead reporting and documentation, including daily activity summaries, trend identification, compliance findings, and operational recommendations.
- Collaborate on special projects and operational initiatives, contributing to continuous improvement and cross departmental coordination.
- Maintain a predictive and proactive approach across all areas of responsibility, anticipating challenges, identifying opportunities, and implementing effective solutions before issues arise.
This unionized position is classified at the Band 7 level, with an hourly wage range of $47.35 based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.
This is the role for you, if you have:- Minimum five (5) years in airport/airline operations or customer-facing environments.
- Experience with stakeholders, agencies, and contracted service providers.
- Strong multitasking and data analysis skills.
- Incident Management System training preferred.
- Post-secondary diploma or degree (Aviation, Business, Facilities, Contract Mgmt. preferred).
- Ability to obtain and retain Transport Canada Security Clearance.
Knowledge and skills you bring, that set-you up for success:- Extensive knowledge of airport, airline, agency, and retail operations.
- Understanding of baggage systems and connection processes.
- Strong problem-solving, decision-making, and contingency planning.
- Ability to identify trends, bottlenecks, and operational gaps.
- Strong written communication skills and report writing.
- Knowledge of regulations (CBSA, CATSA, USCBP, agriculture, security legislation).
- Strong relationship-building and customer service abilities.
- Ability to interpret flight schedules and make operational decisions.
- Knowledge of contract management and SLA oversight.
- A proactive, forward-thinking approach with the ability to anticipate needs, identify risks, and implement effective solutions.
