Terminal Operations Officer - HAM

Who we are

Vantage Group is a global leader in airport and transportation investment, development, management, and advisor services.  Since 1994, Vantage's corporate and network-wide team has managed an award-winning portfolio, building strong partnerships that integrate global expertise and local know-how to solve complex transportation challenges at every network location.  Over three decades, Vantage has built a track record of creating customized solutions to transform airports and transportation centers that benefit the passengers, stakeholders, and communities they serve.  Vantage is a wholly owned strategic platform of Investcorp Corsair Infrastructure Partners for capital deployment in the airport and transportation sectors.  Visit vantagegroup.com to learn more.  

Vantage Group has operated Hamilton Airport since 1996. Economic and industrial development in the city and region have contributed to the airport’s growth, with over 324,336 passengers welcomed in 2024. Hamilton is located on the western tip of Lake Ontario, an area known as the City of Waterfalls. For more information: www.flyhamilton.ca.

The role

Hamilton Airport is seeking a Terminal Operations Officer to support a safe, welcoming and well-run terminal environment. Reporting to the Manager, Operations Centre, this front-line role assists passengers, employees and tenants by focusing on customer service, issue resolution and day-to-day operational support across the airport. This is a regular, full-time union position covered by a Collective Agreement.

Key responsibilities

• Serve as a primary point of contact for the public, employees, and airport partners, providing courteous, professional assistance in person and over the phone.
• Deliver clear, accurate information to passengers and staff, helping resolve questions or concerns in a calm and customer-focused manner.
• Enforce Aerodrome Security Regulations, Aerodrome Traffic Regulations, Canadian Aviation Security Regulations and relevant by-laws.
• Issue and manage Temporary Restricted Area Passes while guiding customers through access procedures.
• Monitor access to restricted areas, ensuring smooth and secure movement for authorized individuals.
• Observe and record passenger security screening operations to support service quality and compliance.
• Coordinate after-hours calls and responses, ensuring timely support for airport operations and customer needs.
• Provide responsive assistance to airport tenants regarding security and operational matters.
• Conduct regular walkthroughs of terminal buildings, aprons, parking areas, and roadways to identify issues, assist customers, and promote safety.
• Respond to airport-related emergencies with professionalism, clear communication, and a customer-care mindset.
• Perform escort duties to support secure and efficient movement within restricted areas.
• Conduct routine testing and minor maintenance of security systems to ensure uninterrupted service.
• Complete accurate reports and documentation related to customer interactions, incidents, and operations.
• Assist with training and testing of airport personnel, emphasizing service excellence and safety awareness.
• Perform other duties as required in support of airport operations and customer experience.
• Other duties and responsibilities commensurate with the position may be assigned.

About you

With a strong customer-first approach, you bring solid interpersonal skills, sound judgement, and the ability to stay calm and responsive in a dynamic, public-facing setting. Additionally, you have:

• Minimum of two (2) years’ experience in customer service, plus experience in operations, or administrative roles.
• Experience in an airport or aviation environment is considered an asset.
• Demonstrated ability to work effectively in a regulated setting while maintaining a strong customer-service focus.
• High school diploma; post-secondary education in a related field is considered an asset.
• Strong verbal and written communication skills with the ability to listen, explain procedures clearly, and resolve concerns.
• Excellent organizational and time-management skills, with the ability to prioritize and multitask in a fast-paced environment.
• Proven ability to remain calm under pressure, de-escalate situations, and deliver positive customer outcomes.
• Valid Ontario G-Class Driver’s License.
• Ability to obtain all required airport security clearances.
• Law and Security Administration Diploma or equivalent considered an asset.

This position is open to internal and external candidates. Previous relevant job performance will be taken into consideration for all applicants.

Primary Work Location: On-Site at Hamilton International Airport

What we offer

In addition to a competitive compensation, career progression, and access to a global team of talented professionals, we are growing and offer boundless opportunities to make your mark within our organization. If you share our sense of adventure, come, and join us for the journey. The hourly rate is $25.30.

To apply

Please visit our Careers page at https://www.vantagegroup.com/careers/ and follow prompts to apply with your cover letter and résumé.  Applications are due by February 13th, 2026.

All qualified candidates who are legally entitled to work in Canada will be considered.

At Vantage Group, we seek and welcome unique backgrounds, perspectives, experiences and skills. As a global organization, we are always looking for differentiated points of view. We know that a diverse, inclusive and empowered workforce is essential to our shared success, and we invite you to join us for the journey.

For more information about Vantage Group, please visit: www.vantagegroup.com