Job Description

Passenger Services Agent

Location: Yellowknife, NT or Edmonton, AB

Salary Range: $24 - $27 per hour based on experience

Deton Cho Logistics (DCL) is a Northern company focused on supply chain and human Logistics primarily for the resource sector.

Reporting to the Manager of Operations, the position of Passenger Services Agent consists of DCL front line contact and communication with our client(s).

This includes processing of passengers flights while administering the necessary entries into the DCL and or clients passenger management system and following Deton Cho Logistics\' policies, safe work plans and job hazard analyses.

Flight day duties:

• Coordinate safe passenger movement on behalf of our client(s) passenger charters to their respective operations.
• Prepare passenger manifests and boarding passes.
• Check-in and board passengers.
• With paramount accuracy complete passenger final manifests for all outbound flights.
• Provide completed manifests to the flight crews and site passenger services as per the DCL policy and procedure.
• Clearly communicate flight and boarding times.
• Communicate and update passengers regarding flight delays or cancellations flight derived from the information received from the carrier and site travel teams.
• Always maintain positive communications with the site passenger service team.
• Enforce client policies and procedures including but not limited to oversized baggage and winter gear.
• Use judgement whether the passenger is fit for work and be prepared to deny check in and travel to workers you may feel are breaking our client(s) drug, alcohol, and travel policies.
• Report to the projects and operations management team concerns resulting from policy and procedure enforcement, flight delays and in general issues that may have arisen from this often challenging and fast paced environment.

Travel administration duties:

Working with-in the clients of DCLs passenger management system to ensure the following:

• Flight allocation and approval for all inbound passengers to site.
• Provided preliminary passenger numbers to air carriers.
• One week out
• Two days out
• Update aircraft type and registrations pertaining to the current weeks operations.
• Seat allocation for all inbound flights ensuring the proper weight and balance for all aircraft types.
• Distribution of all inbound and outbound manifests and boarding passes to all air carriers and FBO the day prior to flight day.
• Complete data extraction from the clients passenger management system into excel to be formatted and distributed to all parties.
• Confirm and create all aircraft bookings in the clients passenger management system.
• Daily monitoring of the Clients passenger management system and ensuring all aircraft and passenger information is complete and up to date.
• Complete and maintain the flight schedule and information including on time and delayed departures as well as confirmed number of passengers for each flight.

• Assist project managers with passenger and flight related logistics requirements.

General duties:

• Provide constructive feedback on DCL policies and procedures, Job hazard analyses and safe work practices for review by the management team for revision.
• Work with all staff to ensure that the workplace housekeeping is kept equipment is working properly and that items and resources required to perform job functions is stored in a safe and secure manner.
• Participate in morning safety meetings and provide positive feedback to your fellow team members as per the DCL safety policies and procedures.
• Coincides with the management philosophies. Employees may be requested from time to time to work in other areas of the business during peak times or to cover absent colleagues. The management teams expectation is that the employee undertakes such requests in a positive and team orientated nature.

• Pick up and deliveries on behalf of DCL and clients.

Deton Cho Logistics (DCL) is a customer driven organization that prides itself in outstanding client care that may be considered above and beyond our normal contract requirements. It is important to DCL stakeholders and management team that our employees culture.

Qualifications and requirements

• Grade 12 or equivalent.
• Completion of company orientation package.
• Valid Northwest Territories class 5 drivers licence.
• Experience with passenger management systems.
• Strong computer skills, including proficiency in Excel and Microsoft word.
• Candidates must posses strong written and verbal communication skills.
• Candidates must have strong organization and time management skills.
• Candidates must be able to work autonomously and as an effective part of a team.
• Candidates must be able to work in fast-paced environment and have good problem-solving skills.
• Candidates must be able to work in pressure situations, while providing a high level of customer service.
• Candidates must be able to adjust hours based on clients flight schedule.

Competencies (in order of importance)

• Integrity Job requires being honest and ethical.
• Attention to Detail Job requires being careful about detail and thorough in completing work tasks.
• Dependability Job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Cooperation Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
• Self-Control Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

Lines of communication

• The position of Passenger Service Agent directly reports to the Project Managers and Lead hands, however, may be requested frequently to perform duties by the Management team.

Working conditions

This position requires the employee to work in a fast-paced customer driven environment taking direction from a variety of sources. This position is full time forty hours (40) hours per week. Some tasks require exposure to extreme cold/hot weather.

Deton Cho Management