Cabin Crew Manager Job at Air Canada (Vancouver)

Job Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. Air Canada is pursuing its goal to become a Global Champion. To achieve this, the In-Flight Service team is looking for a Cabin Crew Manager leader that will focus engaging, inspiring and coaching frontline ambassadors in the areas of customer service, operations, and safety excellence. By directly impacting the customer service experience, the Cabin Crew Manager will display strong leadership skills on the ground and onboard aircraft. The aim of this role is to encourage, develop and strengthen the capabilities of cabin personnel.

Job Responsibility

Anticipate employees’ and customers’ needs and be available for them
Act as a coach, motivate and engage our frontline ambassadors and the immediate team to build a positive and high performing group
Responsible for the administration and handling of disciplinary investigations and meetings with employees including investigations of issues and labour relations issues
Perform coach rides to achieve service consistency
Act as the point of contact on focus flights and act upon controllable issues on the spot
Serve as subject matter expert on specific routes and as primary interface/liaison between employees and company
Liaise with the IFS training and Customer Experience team to identify areas of training that requires more focus
Provide findings and possible recommendation to management in the areas of on-board service compliance, performance management, and continuous improvement
Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety and operational standards
Assist on engaging frontline ambassador with corporate image compliance prior to boarding and onboard the aircraft
Responsible to brief departing cabin crew during on-board flight briefings and responsible to provide direction on product expectations and the corporate vision
Effectively communicate the rationale of company policies, procedures, and products on board and during layovers
Act as a direct liaison between frontline ambassadors and the Customer Experience Team
Assist with irregular operations, STOC operations, any other operational contingencies set by Airports, government regulators, and Air Canada

Requirements

Possess at least a high school diploma
Highly adaptable and flexible to support a 24/7 operation
Able to work shifts and adapt for flexible schedule changes
Experience in leading, motivating and coaching
Successfully complete the Flight Attendant training program and maintain qualifications
Ability to successfully obtain a Restricted Area Identity Card (RAIC)
Excellent interpersonal, conflict resolution, and communication skills (written and verbal)
Intercultural competence and consciousness
Strong organizational skills and ability to create and achieve a vision
Strong customer focus
Strong analytical and creative skills
Strong knowledge of safety, service standards, and labor relations
Competitive awareness
Detail oriented
Ability to meet deadlines, work under pressure and achieve multiple objectives
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment

Nice to have

Airline / hospitality experience an asset
Fluency in English and French as a quantifiable asset or route language

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Cabin Crew Manager

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