Formateur(trice) – Services aux passagers/ Passenger Service Training Officer
About the role
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.
Not the right fit? Search for Formateur jobs in Dorval, Quebec, Canada
About Menzies Aviation
People. Passion. Pride. These have driven our team since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 250 locations in 58 countries, across six continents.
But at the heart of our business is our people.
Whether serving our clients landside or airside, above or below the wing, our teams are agile, dedicated, and eager to help.
Safety and security are at the heart of everything we do. We have a duty of care to look after each other, our customers and their customers. And we care about the communities in which we operate.
We understand that what we do makes a difference at many levels. Our services help keep people moving with everyone playing their part, delivering with precision, round the clock, every minute of every day. In this we take immense pride, and it strengthens our determination to deliver.
Our core services include ground, air cargo and fuel services.
Similar Jobs
Formateur(trice) – Services aux passagers/ Passenger Service Training Officer
About the role
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.
Not the right fit? Search for Formateur jobs in Dorval, Quebec, Canada
About Menzies Aviation
People. Passion. Pride. These have driven our team since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 250 locations in 58 countries, across six continents.
But at the heart of our business is our people.
Whether serving our clients landside or airside, above or below the wing, our teams are agile, dedicated, and eager to help.
Safety and security are at the heart of everything we do. We have a duty of care to look after each other, our customers and their customers. And we care about the communities in which we operate.
We understand that what we do makes a difference at many levels. Our services help keep people moving with everyone playing their part, delivering with precision, round the clock, every minute of every day. In this we take immense pride, and it strengthens our determination to deliver.
Our core services include ground, air cargo and fuel services.