Duty Officer, YYZ, ON

Plaza Premium Group

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, proudly serving 30 million passengers annually with world-class services and 1.8 million Smart Traveller members.

From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travellers. As a agile and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board!

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

Pay: $19.83 per hour

Work Location: In person

📌 Duty Officer (Canada)
🏢 Plaza Premium Lounge
📍 Canada