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Lights out - Toronto Pearson International Airport

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PEOPLE at<br />

PEARSON<br />

Going behind the scenes with the people that make the airport work.<br />

CLAUS HOFF<br />

STATION OPERATIONS CONTROL CENTRE<br />

Sitting behind an elevated desk lined<br />

with six computer screens is certainly<br />

not the average offi ce space for many<br />

people. However for Claus Hoff, Manager<br />

General Operations, making sure that all Air<br />

Canada aircraft are safe and operational are<br />

decisions made from his desk at the Air Canada’s<br />

Station Operations Control Centre (STOC).<br />

Claus became an Air Canada employee<br />

in 1976 in Montreal as a ramp lead. Over the<br />

years, his positions have varied but remained<br />

within an aspect of operations for the carrier.<br />

He then became a training instructor and was<br />

later promoted to Manager of Winter Deicing.<br />

As Claus gained experience within Air Canada,<br />

the promotions continued as he then became<br />

Manager of Customer Service, Passengers;<br />

Manager of Customer Service, External; and<br />

Manager of ACFT Services & Cabin Grooming.<br />

An aspect of each of these positions helped<br />

provide the knowledge and experience needed<br />

to prepare Claus for his current role.<br />

STOC is responsible for managing all Air<br />

Canada aircraft at <strong>Toronto</strong> <strong>Pearson</strong> <strong>International</strong><br />

<strong>Airport</strong> including contract carriers, Star Alliance<br />

partners and Jazz Airlines. The <strong>Toronto</strong> STOC is<br />

the largest of Air Canada’s operational control<br />

centres in Canada, acting as the driver for the<br />

entire force. Claus maintains daily contact with<br />

other airports across Canada, ensuring that<br />

communication is open for all departing and<br />

arriving fl ights for Air Canada from <strong>Toronto</strong><br />

<strong>Pearson</strong>.<br />

While the STOC team works together,<br />

their responsibilities are divided into different<br />

sections of operations. Each group takes care<br />

of various aspects of operations such as: ramp<br />

handling, fueling and catering. Managing<br />

operations for Claus means micromanaging<br />

the overall responsibilities of each team while<br />

maintaining the integrity for every customer<br />

and ensuring that safety is always the primary<br />

focus.<br />

Communication between Air Canada<br />

STOC and the GTAA is ongoing. The connection<br />

between the GTAA and STOC is strong because<br />

of the nature of the relationship. Claus explains,<br />

“We need to be in contact with one another<br />

on a regular basis especially when dealing so<br />

closely through weather events, malfunctions<br />

and baggage system issues.”<br />

On February 15, 2007, Air Canada<br />

implemented a new Visual Matrix System<br />

(VMS) at Air Canada STOC. The VMS system<br />

helps monitor and manage multiple sources<br />

of operations for Air Canada aircraft around<br />

<strong>Toronto</strong> <strong>Pearson</strong>.<br />

Working closely with the VMS system,<br />

Claus can track what is going on at multiple<br />

locations across the airport at the same time.<br />

“Each piece of technology that is used is among<br />

the best, making sure that every aspect of care<br />

and quality assurance is taken,” Claus says of<br />

the VMS system.<br />

Speaking ab<strong>out</strong> a typical day at STOC<br />

cannot be done since so much can change<br />

from one day to the next. “There is never a dull<br />

moment but knowing that at the end of a shift<br />

we worked as a team and the results were all<br />

of the highest quality and performance makes it<br />

a good day,” Claus says.<br />

Remember the next time you are boarding<br />

an Air Canada flight, Claus and his team at<br />

STOC are the people making sure that your<br />

flight is cleared for take off.<br />

From left: Air Canada’s STOC teams busy in action; Claus Hoff manning the head station; A sea of screens – Claus’ view of the busy STOC.<br />

<strong>Toronto</strong> <strong>Pearson</strong> Today First Quarter 2009 13

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