WHAT'S THE JOB?  The Operational Support Representatives (OSR's) provide passenger flow, queue management and control into various areas of the Terminals at Toronto Pearson International Airport.   OSR's are required to determine eligibility requirements and stream passengers quickly and efficiently into various queues while providing an exemplary level of passenger service.   OSR’s are often the “first point of contact” with passengers and their objective is to make that interaction an exceptional experience for each and every passenger.  Main Duties and Responsibilities:   Always greet passengers with “Hello bonjour”   Validate and confirm passengers need and right of entry/exit to/from controlled and restricted areas   Validate acceptable travel documentation to enable passenger entry to certain areas  Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks  Control the backflow of passengers into controlled/restricted areas  Monitor assigned area/zone to ensure the efficient and expeditious flow of passengers  Anticipate and create memorable passenger experiences  Establish effective working relationships with other Terminal service providers to ensure the availability of products/services consistent with passenger needs (i.e wheelchairs, electric passenger carts, baggage carts, porter services, etc.)  Make recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengers  Convey a professional and welcoming presence by interacting with members of the traveling and general public while multi-tasking  Enjoy meeting and working with people while having an outgoing and engaging personality  Listen carefully and have patience with all passengers or visitors to Pearson  Be proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistance   Take direction and react quickly to changing priorities  Achieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs)  Maintain sharp observation skills along with awareness of surroundings  Read memos and communications before shift commences  Realign or add stanchions when queues grow to maintain line management  Always ensure care and control of any technology devices Perform any additional duties assigned by Supervisor or management