Lights out - Toronto Pearson International Airport
Lights out - Toronto Pearson International Airport
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