WestJet Airlines Careers | Guest Service Manager Jobs, Toronto

WestJet

Job Description

Reporting to the Sr. Manager, Guest Experience, the Guest Service Manager will be responsible for leading the CSA, Guest Service Lead, Guest Service Lead Baggage and Priority Services teams, 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. This includes, but is not limited to rewards and recognition, performance management, ability management, career development, employee relations, and health and wellness programs.

Benefits and Offers

• 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

• Savings and Benefit programs that are flexible to meet your specific needs

Your main responsibilities in this role include the following:

Duties and Responsibilities

• 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 Standard Operating Procedures;

• Develop strategies to efficiently manage operations within the airport, reducing facility utilization and associated airport fees;

• Development of guest service processes and procedures for check in and departures and provide guidance on contingency plans for degraded modes of operations;

• Engage with Employee Support Advisor and People Relations on all aspects of performance management as it relates to rewards and recognition and professional development, and identify trends and address concerns as it relates to performance, reliability and conduct and deliver progressive discipline as required;

• 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, Service Compliance and Quality Compliance Inspection audits are completed.

• and quality 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 (CATSA, Ground Handling partners, etc) and internal (TechOps, Inflight, Flight Operations);

• Monitor relevant key performance indicators and develop and implement strategies to ensure that established targets are met; 

• Responsible for ensuring staff resources and recruitment plans 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;

• Work closely with direct reports to create individual development and succession plans, conduct regularly scheduled one on one meetings, deliver performance management conversations and coaching as required;

• Work collaboratively with the AEA representatives at the base to respond to employee concerns. 

Job Requirements

• 2-3 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 and development;

• 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);

• Monitor and maintain recruiting needs for base; Liaise with internal Talent Partners to recruit CSAs, Guest Service Lead Baggage, Guest Service Leads and Priority Service Agents

• Possess strong business acumen in order to deliver departmental plans including budget adherence;

• Proficient in PC based applications, Microsoft PowerPoint, Work, Excel and Outlook;

• Proven track record in the development of operational and performance targets;

• Strong knowledge and understanding of SabreSonic Reservation system and processes. 

Job Details

Company: WestJet

Employment Type: Full-time

Job Location: Toronto, ON, Canada

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