Plaza Premium Group is the global leader in 360-degree airport hospitality and passenger service solutions, operating across 600 international and domestic airports in 150 countries, and proudly serving 30 million passengers annually with world-class services.
Let us be consistent with these rounded numbers for external purposes. Please delete all materials, any reference or usage of the previous 1,600 touchpoints.
150 Countries
600 International and Domestic Airports
30 million Passengers served annually
1.8 million Smart Traveller members
Job Summary
The Duty Officer is responsible for coordinating and supporting daily Meet & Greet operations at the airport. This role ensures smooth service delivery through effective manpower coordination, flight monitoring, customer support, and communication with internal teams and external partners.
Key Responsibilities
- Manage the Operations Hotline (800 line) and act as the first point of contact for operational and customer inquiries. Monitor flight arrivals and departures, gate assignments, and service schedules for Greeters to ensure timely service execution. -
- Coordinate on-day manpower allocation for Meet & Greet and Lounge operations. Resolve escalated cases within assigned working hours and provide immediate operational support when required.
- Confirm bookings, process transactions, and issue booking confirmation emails. Handle a high volume of calls and emails accurately and professionally.
- Liaise with airlines, airport authorities, limousine drivers, and travel partners to ensure seamless service delivery. Maintain strong relationships with B2B partners and support upselling of additional services when applicable.
- Conduct daily briefings and prepare handover and operational reports. Support training and onboarding of newly hired staff.
- Handle petty cash in accordance with company policies. Provide Meet & Greet service support when operational needs require.
Qualifications Required
- Previous experience in airport operations, hospitality, customer service, or a call/contact center environment preferred. Experience handling reservations, transactions, and case escalation.
- Strong communication, writing, and interpersonal skills. Excellent organizational skills with attention to detail and the ability to prioritize tasks.
- Intermediate proficiency in Microsoft Office, including Excel. Ability to remain calm and professional under pressure.
- Multilingual skills are an asset. Ability to obtain Transport Canada security clearance (RAIC). Working Conditions
- Ability to stand for extended periods. Ability to lift up to 20 lbs.
- Must be flexible to work weekdays/weekends and statutory holidays. Must be available to work flexible shifts early morning/day/evening shifts
Why Join Us?
At Plaza Premium Group, you’ll be part of a collaborative team that values innovation, excellence, and a shared commitment to delivering exceptional experiences. This is your chance to grow your career in an environment that celebrates your contributions and empowers you to thrive.
Ready to make your next career move?
Apply today and help us shape the future of our workplace.
Plaza Premium Group offers:
- Paid health benefits package
- Access to our Global lounges for you and your family
- Smart Traveler Loyalty Program Recognition
We strive to be inclusive of the diversity of our employees, invest in their development, and foster a collaborative and respectful work environment where all employees feel like they belong and matter.
We are committed to employment equity and encourage applications from women, First Nations peoples, persons with disabilities and members of visible minorities. In accordance with AODA, applicants with disabilities requiring accommodation during the recruitment process are encouraged to make their needs known in advance.
Due to Canadian Immigration regulations, only applications from Canadian citizens or other individuals legally entitled to work in Canada will be considered.
We thank all applicants in advance for their interest, however only those being considered will be contacted.
Pay: $19.83 per hour
Work Location: In person
