Duty Officer- Toronto

Royal Air Maroc; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading airline is seeking a Duty Officer for their Toronto operations. The successful candidate will manage customer service interactions, ensure compliance with quality standards, and coordinate passenger care during irregularities. With a minimum of 5 years' experience in a similar role, candidates must be fluent in both English and French. Strong operational management and communication skills are essential for this full-time position.

Qualifications

• Minimum 5 years experience in an airline or similar role.
• Proficient in English and French, both written and oral.
• Experience in handling operations and regulations.

Responsibilities

• Supervise services provided to customers ensuring compliance.
• Manage assistance organizations and control services.
• Coordinate care for passengers during irregular events.
• Represent the company with local authorities and stakeholders.
• Report stopover activities and passenger complaints.
• Influence brand image positively.

Skills

Customer service skills

Strong communication

Operational management

Problem-solving

Education

Bac+2 in management, operations, or tourism

Job description

As part of the management of its activity within Toronto airport, Royal Air Maroc is recruiting a duty officer who will be in charge of assisting the stopover chief in the management of the stopover, customer assistance and punctuality and security of all the operations of Royal Air Maroc.

Key Responsibilities

• Supervision of services provided to Royal Air Maroc customers in all stages of the passengers circuit and ensure their compliance with RAM quality standards.
• Supervision of assistance organizations and control of services.
• Coordination of the care of passengers in the event of irregularity (transport, accommodation, etc.).
• Representation of Royal Air Maroc with local authorities and various stakeholders at the stopover.
• Coordination with the operations control center (CCO) and other operational entities (hotline, hub, etc.)
• Reporting of the stopover activity and reassembled passenger complaints for treatment with the entities concerned.
• Participation in the influence of the brand image of Royal Air Maroc.

Profil sought

• Training Bac+2 or more in the fields of management, operations, tourism or any other specialty that has given you access to experience in the field of air transport.
• You must justify an experience of minimum 5 years in an airline or at a handler as Duty Officer, supervisors or stopover coordinator Control process, handling operations and regulations relating to dangerous goods.
• You are agile, dynamic and (women /men) in the field with a very large capacity for learning.
• The mastery of English and French in writing and orally is compulsory for holding the post.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service, Management, and Other

Industries

Airlines and Aviation