Geetings from the ASP team in Northern Ontario! Contrary to the common misconception that it’s always Christmas in Sudbury – YSB operations have in fact been heating up with lots of wins in Q1.

Congratulations to all of the Access Control Guards that achieved a perfect score of 50/50 on their first attempt of their 2020 recertification test.

For those who missed the mark, don’t worry! Keep working at it and you’ll get 100% next year!

As we close out another year, this one has been one of the more challenging years we have all had.

I personally would like to thank each and every member of the ASP family for all their hard work and dedication over the year.

Toronto Pearson Airport Security

With the ever-changing environment at the airport, ASP successfully held a shift bid in December. ASP management spent a great amount of time creating schedules in a manner that ensured all employees maintained their employment and no one was laid off.

We are continuing to support the GTAA by ensuring everyone in the terminal is safe and secure, by enforcing the COVID protocol, by performing the difficult task of making sure meeters and greeters are not allowed access to the terminal and by making sure everyone travelling or working at the airport is wearing their face mask.

A Special Thanks to Nataliya Boychuk.

We have also had some special thanks to Specialist, Nataliya Boychuk from a passenger and the GTAA.

Simply thank you! I would love to express my gratitude to a security officer Nataliya in Terminal 1. She pleasantly welcomed us, asked a few questions before entering the terminal for COVID screening and directed us to the departing area. Officer allowed us to come in and she told my son where exactly to find a wheelchair and she allowed us to use it all the way to our car, which was very kind, as I recently had knee surgery and was walking in with a cane. On our way out, she checked on me, which was unexpected. Thank you for what you do and I hope this compliment finds its owner.
-Compliment from a Guest

Our clients, whether they are airport authorities or property/project managers, are people who we instinctively view in a high regard. We have all seen them around the job site from time to time and are very aware of when the “boss” is around.

Clients are viewed as leader figures who can answer our questions and provide support when needed. However, when disasters with tragic consequences occur and questions cannot be answered, our clients look to you to lead the way.

We have been inadvertently thrusted into the spotlight during this pandemic. Airport access points seem to be moving towards the front-of-house, where we must deal with more people and enforce stricter measures. You have been shifted out of your comfort zone and are working tirelessly to ensure this virus does not take any more lives.

Our clients are noticing your efforts. The spotlight is on you and your actions will be remembered for a very long time.

The definition of the word “Guardian” means to keep safe from harm or danger; protect; watch over. You might look at yourself as just another employee, but these are things that many pray for during times of distress. As a Guard, this definition also describes the natural qualities you carry, and an underlying reason why you chose the security field.

Protocols can fail during a crisis. But your ability to quickly adapt, keep the flow of information open, and restore a sense of order and safety reminds our clients of how vital you are. I have always considered each ASP employee an everyday superhero, but your response to COVID-19 now has many others thinking the same.

Syed Alvi positioned at a new front-of-house location at Toronto Pearson

ASP is actively involved in all aspects of the operations at the sites in which we operate. We strongly believe that the readiness for emergency events comes through constant training.

This September, The Greater Sudbury Airport Authority held a full-scale emergency exercise that ASP participated in to ensure the readiness of our team, should it be required in an event such as this one.

The exercise consisted of a simulated plane crash on the YSB grounds involving a passenger aircraft and a small private plane. It involved all relevant emergency responders from Greater Sudbury Police, EMS, Fire and all “hands on deck” for the YSB Emergency Teams.

The exercise was a great success and assisted us in further developing protocols and internal training that will improve the service and emergency readiness that is delivered at YSB and all other aerodromes in which we operate.

It’s the most wonderful time of the year – everywhere except at the airport. For most of us, the holiday season is a time of rejoicing and spending time with family and friends; however, it’s getting there that is often the most significant hassle.

To get to their holiday celebration, many people must endure the stress of holiday travel. With record high volumes expected at airports over the holiday travel season, combined with potentially bad weather, flight delays, long queues and wait times, as well as an increase in inexperienced travellers, our aviation employees must be prepared and committed to delivering exceptional customer service during this peak holiday season.

Today’s passengers have higher expectations for quality and service and Airport Authorities are committed to providing best-in-class passenger experiences. ASP employees (both Security and Customer Service) are Airport Ambassadors – we are in the business to serve and protect – it is what we do! Our staff will be dealing with higher volumes of passengers and greater pressure during the holiday season and our goal is to make each passenger’s journey more relaxed and less stressful by going the extra mile, wherever possible.

As Airport Ambassadors, we need to exhibit a positive, feel good energy that is consistent with the mood and theme of the holiday season and to understand and empathize with the stress and anxiety that passengers are experiencing.

We can do this by:

• Greeting everyone with a warm welcome and a smile.
• Maintaining a positive and cheerful attitude.
• Listening and understanding passenger questions/concerns.
• Being empathetic, patient and considerate.
• Directing, assisting and supporting passengers in a professional, friendly and competent manner.
• Not taking passenger frustration personally – look at it as an opportunity to turn their day around.

So, get into the holiday spirit, keep a smile on your face and possess a servant’s heart.

We had our first monthly TEA and TALK and it was a great success!

Every month, we will invite a small group of OSR agents to hear feedback over a cup a tea. Feedback is a critical component to a successful operation and I appreciate all the open dialogue.

We had the pleasure of a GTAA Terminal Service Representative (TSR) joining us in our class from Nov 18 – Nov 26.

TSR Anna Scida joined us for this training to oversee the information passed on during the training and provide feedback to improve the quality of the training. The picture below was taken during job-shadowing in Terminal 1.

On August 1st we launched our new Employee Recognition Program called CATCH A STAR. I am thrilled to announce our first winners. Congratulations to all our top 5 STARS.

The OSR uniforms have finally arrived and we are now dressed for success!! It was such a pleasure and a lot of fun to finally issue these out to the team. Lots of smiles and thumbs up!