Formateur trice Services Aux Passagers Passenger Service Training Officer Featured

Formateur trice Services Aux Passagers Passenger Service Training Officer job at Menzies Aviation in Dorval QC

Description, duties, responsibilities

Description
Principales responsabilités
+ Former les nouveaux agents de services aux passagers sur les procédures opérationnelles aéroportuaires.
+ Offrir une formation spécifique aux compagnies aériennes selon les exigences de clients tels que Qatar Airways Royal Air Maroc Tunisair Turkish Airlines Avianca Copa Airlines WestJet et d’autres partenaires aériens.
+ Dispenser des formations portant notamment sur :
+ Les procédures d’enregistrement des passagers;
+ La vérification des documents de voyage;
+ Les procédures d’embarquement;
+ L’assistance aux passagers en correspondance;
+ Les procédures relatives aux bagages et à la gestion des opérations irrégulières;
+ L’assistance aux passagers nécessitant une attention particulière (PMR familles passagers VIP etc.);
+ Les procédures de sécurité de sûreté et de conformité y compris les marchandises dangereuses;
+ Les normes de service à la clientèle.
+ Fournir un encadrement et un soutien en milieu de travail aux agents.
+ Surveiller le rendement des employés et fournir une rétroaction constructive.
+ Identifier les besoins de formation et recommander des améliorations.
+ Maintenir à jour le matériel de formation et les procédures conformément aux exigences des compagnies aériennes et aux changements opérationnels.
+ Soutenir l’intégration et l’accueil des nouveaux employés.
+ Effectuer des évaluations des connaissances des contrôles de compétence et des formations de suivi au besoin.
+ Agir à titre de modèle en démontrant un professionnalisme exemplaire et un excellent service à la clientèle.
Key Responsibilities
+ Train new Passenger Service Agents on airport operational procedures.
+ Provide airline-specific training based on the requirements of clients such as Qatar Airways Royal Air Maroc Tunisair Turkish Airlines Avianca Copa Airlines WestJet and other airline partners.
+ Deliver training on:
+ Passenger check-in procedures
+ Travel document verification
+ Boarding procedures
+ Connecting passenger assistance
+ Baggage procedures and irregular operations
+ Special assistance passengers (PRM families VIP passengers etc.)
+ Safety security and compliance procedures Dangerous Goods
+ Customer service standards
+ Provide on-the-job coaching and support to agents.
+ Monitor employee performance and provide constructive feedback.
+ Identify training needs and recommend improvements.
+ Keep training materials and procedures updated according to airline requirements and operational changes.
+ Support new employee onboarding and integration.
+ Conduct knowledge checks evaluations and follow-up training when required.
+ Act as a role model by demonstrating professionalism and excellent customer service.

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Menzies Aviation Company Overview

With more than 200 airport operations across 6 continents, Menzies Aviation relies on more than 30,000 employees to ensure that our services hit the heights which are expected of us. We believe that true excellence is only delivered by people with the knowledge, tools and passion to set standards rather than chase them. We offer landside and airside services tailored to our customers needs, timed to their schedules, and delivered by teams with the knowledge, tools and passion to set standards rather than chase them. Our core services include Ground Handling, Cargo, Fueling, Executive Services and Offline Services.