Job Description
Ensure guests receive a high level of customer service upon arrival. Act as a liaison between guest property and guests, responsible for reuniting our guests with their baggage. Mitigate the mishandling of guest’s baggage by communicating with all necessary touch points to route baggage efficiently. Organize the expedite and delivery of delayed baggage for return to our guests by communicating with WestJet bases, Central Baggage Services, other airlines, couriers, customs agencies, and other guests.
Benefits and Offers
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
A fun and friendly culture with colleagues who work together to win
Travel privileges for you and your family
Savings and Benefit programs that are flexible to meet your specific needs
Your main responsibilities in this role include the following:
Duties and Responsibilities
Your main responsibilities in this role include the following:
Act as Arrivals Agent for all guest inquiries (both in person and by telephone), and direct guests accordingly (oversize area, international connections, etc).
Initiate delayed baggage investigation and damage baggage assessment, and establishment of delay/damage reports for mishandled guest baggage.
Track arriving flight details and monitoring baggage carousels, recording particulars into daily log
Monitor inbound arrival times and ensure Flight Information Display System is accurate
Communicate with ground handlers regarding all departing/arriving baggage, arranging for baggage sweeps (pit, cart and ramp).
Ensure proper security measures are followed for in-bond baggage (International) and manage customs processing and storage
Proactively re-route baggage (late check-in)
Receive and process airside expedite baggage.
Coordinate baggage swaps and manage bulk outs during IROP flights
Investigate, update delayed baggage reports, and contacting guests with any updates on open delayed baggage reports
Manage Lost item reports and Found item inventory
Job Requirements
Minimum 6 months experience as a CSA is considered an asset.
Intermediate skills in Microsoft applications (Word, Excel and Outlook) and Airport computer systems.
Demonstrated ability to provide exceptional guest service.
Exceptional technical knowledge of WestJet promises and guidelines is considered an asset.
Proven ability to work with minimal supervision, problem solve, de-escalate situations and take responsibility for accomplishing tasks within timeliness.
Proven ability to adapt to procedural changes.
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