Peersight
Employers
Jobs
Companies
Top Cities
Log In
Jobs
Accountant I Accounting Clerk Retirement Accountant Accounting Specialist 2 Accountant I STAFF ACCOUNTANT Entry Level Accounting Associate Senior Accountant General Accountant Accounting Clerk - Villa Florence Staff Accountant General Accountant III Finance Clerk Accounting Technician I Accounting Specialist - Accounting Accounting Associate Auditor Accounting Analyst Staff Accountant Associate Financial Analyst Associate Financial Analyst Financial Assistant - UMHC-Sylvester ACCOUNTANT II - 64051015 Senior Accounts Payable Specialist Senior Tax Records Specialist Staff Accountant General Accountant II STAFF ACCOUNTANT III Accounting Assoc A Staff Accountant Accountant Staff Accountant Accountant IV Supervisory Accountant Accountant Staff Accountant Accounting Manager Staff Accountant Budget Analyst II Entry Level Cost Accountant Property Accountant Accountant CONTROLLER-ASSISTANT Controller Accountant Accountant Accountant 1 TDHCA - Staff Accountant Senior Accountant - Grants Accountant-MTG Newest Jobs
Companies
Yelp ContactMonkey CareGuide Sterling-Turner Clearbanc Two Sigma Aecom WeWork Exact Media Aerotek Jane Street Doordash First Convenience Bank AsteroidX Shopify Insight Global AT&T Hatchways Creative Circle Borrowell Square Amazon Flex Clickworker Instacart Vector Marketing Recovhub Walgreens LowCostWebDesignFirm.com American Income Life Scotiabank 51talk TD Bank Microsoft Akira UnitedHealth Group Paylocity Top Hat CI&T Desjardins mappedin Checkout 51 Mobeewave GoParkr The Youth Connection Peel Regional Police Hootsuite autoTRADER.ca ScribbleLive SnapTravel Xiaomi All Companies
Top Cities
Chicago, Illinois Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs New York, New York Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs Toronto, Ontario Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs Vancouver, British Columbia Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs Calgary, Alberta Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs San Francisco, California Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs Montréal, Quebec Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs Los Angeles, California Sales Jobs Engineering Jobs Marketing Jobs Product Jobs Design Jobs Customer Support Jobs
Navigation
My Profile Log Out

Premium Service Manager - Vancouver At Air Canada

Location: Dorval, Quebec

Job Description

Description

Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.
The Premium Service Manager (PSM) reports directly to the General Manager, Airport Customer Experience and indirectly to station management. The PSM is responsible for overseeing the Premium Agent and Concierge at their respective station in order to meet station and branch objectives.


  • Adhere to and sustain our Flight Path and Premium Service Standards, be a Brand Ambassador;

  • Ensure Service Excellence at all Premium customer touchpoints (Priority Check-In; Maple Leaf Lounges; Gates; Security and any area under the airport authority and any other applicable third-party agencies);

  • Responsible for operational safety, a satisfying work environment, improved quality of Premium customer experience and compliance to the Official Languages Act;

  • Develop and maintain positive relationships with a network of contacts and resources;

  • Coach, develop & audit our Premium Agents to ensure adherence to our Premium Service Standards;

  • Provide timely and specific feedback to our Premium Agents regarding audits performed;

  • Be an ambassador for change;

  • Listen actively and address employee concerns and questions;

  • Participate in the welcoming and onboarding of new Premium Agents;

  • Respect the Uniform & Grooming Guide and ensure Premium Agents do the same;

  • Recognize & celebrate desired behaviours, both individual and team efforts, by using Air Canada tools (ie.: Shine, Yammer, etc.);

  • Influence & nurture a sense of ownership with our Premium Agents, so that they feel empowered to use their judgment and experience to make sound decisions;

  • Liaise with our Concierge Team to ensure a seamless travel experience for our Super Elite and VIP customers;

  • Manage Premium Agent’s performance including applying disciplinary actions, if required;

  • Work closely with other operational teams to manage cross-utilization of all resources, if necessary;

  • Oversee break schedules and overtime to best achieve operational requirements;

  • Respect the Collective Agreement and work closely with our local union representatives;

  • Monitor irregular operations and determine recovery to best assist our Premium customers;

  • Complete Disruptive Passenger Reports, Accident/Incident Reports, and any other safety/security documentation as required;

  • Lead local initiatives for process & performance improvements, as assigned.

Qualifications


  • Exceptional and proven customer service mindset;

  • Professional demeanor displayed always;

  • Excellent problem-solving skills and attentiveness to detail;

  • Ability to work under pressure, handle stressful situations and maintain flexibility;

  • Ability to respond quickly to situations and seize opportunities;

  • Ability to influence parties to agree on mutually acceptable solutions in the context of conflict;

  • Strong knowledge and expertise in AC safety and service standards as well as labor relations;

  • Exhibit leadership qualities which elicit trust in employees and demonstrate leadership judgment;

  • Excellent attendance record;

  • Knowledge of Microsoft Suite (Outlook, Word, Excel) & AC applications (QIK, Res III, EAS) considered an asset;

  • Bilingual in both official languages an asset;

  • Fluency in other languages an asset;

  • Knowledge of Air Canada products an asset.

LINGUISTIC REQUIREMENTS

Bilingual (English and French)

Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.