Guest Service Manager (Part Time, 16 Month Term) - Calgary, Alberta

Company/Organization: WestJet Airlines

Position: Management

Job Type: Permanent

Posted: 10/10/2023

Description:

Every WestJet journey has the potential to enrich lives; a career with us is no exception. 

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now were going global. 

Join us and love where you’re going.

Reporting to the Sr. Manager, Guest Experience, the Guest Service Manager (GSM) is the operational manager on the floor. GSMrsquo;s are responsible for day-of operation leadership of the team, ensuring they are supported in meeting safety objectives, operational goals, delivering on guest experience KPIs, cost control, supporting WestJet culture and values and delivery of all aspects of performance and support.

Key Deliverables:

• Accountable for the successful implementation of all IROP activities that occur at the base to maximize safety and service at the lowest reasonable cost.
• Conduct shift briefings with all front-line employees regarding all operationally required information and promoting Safety, Standard Operating Procedures and Guest Experience.
• Develop strategies to efficiently manage operations within the airport. This includes check-in, gates, priority services, baggage services, and the Elevation Lounge.
• Development of guest service processes and procedures for check in and departures and provide guidance on contingency plans for degraded modes of operations.
• Provide feedback from the day to day operational performance of agents to identify trends and address concerns as it relates to performance, reliability and conduct.
• Ensure team compliance to WestJet and Transport Canada safety and security management standards and respond accordingly to action items and promoting WestJet safety standards. 
• Ensure that above the wing safety audits are completed and action plans are in place for any identified trends.
• Ensure that international documentation requirements are consistently met, and processes are in place to guarantee accurate completion.
• Ensure that the base meets Guest Experience targets and that the team consistently maintains guest focus.
• Execute local plan for organizational objectives including RASM Up (SPOT/NPS), CASM Down (budget adherence), Talent Up (development and succession planning), Risk Out (TDI) to meet quarterly and annual targets.
• Follow up on any identified service failures and implement process improvements.
• Identify strategic opportunities within the Airport community and facility that will enhance service and improve operations.
• Liaise with business partners regarding daily operations - both external (i.e., CATSA, PRM service partners, Ground Handling partners) and internal (Inflight, Flight Operations, IT).
• Monitor relevant key performance indicators and develop and implement strategies to ensure that established targets are met. 
• Responsible for ensuring staff resources are in place to support operational and guest experience requirements and provide guidance on staffing requirements.
• Roll out of front-line initiatives and associated change management strategies to ensure successful launches and long-term team compliance.
• Delivery of coaching conversations as required and participation in performance management conversations when requested.
• Work collaboratively with the employee representatives at the base to respond to employee concerns.

Experience Qualifications:

• 1-3 years leadership experience with a demonstrated ability to mentor and motivate team members using outstanding people skills. 
• A minimum of 1-3 years airline operational leadership experience in a guest focused environment is preferred.
• Ability to work a rotating schedule 24/7/365 and travel for business meetings and training.
• Demonstrated experience in maintaining effective employee relations and in the management of leadership and front-line performance.
• Excellent ability to multitask and handle changing priorities under extreme pressure and timelines; able to delegate tasks effectively.
• Excellent written and verbal communication skills.
• Experienced in the development and implementation of operational processes and the establishment of best practices.
• General knowledge of best human resource practices (i.e. wellness and performance management).
• Possess strong business acumen in order to deliver departmental plans including budget adherence.
• Proficient in PC based applications, Microsoft PowerPoint, Word, Excel, Outlook and Teams.
• Proven track record in the development of operational and performance targets.
• Strong knowledge and understanding of SabreSonic Reservation system and other Airport systems and processes.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now!

About WestJet Group of Companies

Together with WestJets regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJets operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJets Alcohol and Drug Policy. 

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know. We encourage all qualified candidates to apply. We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

For more information about everything WestJet, please visit WestJet.com.

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