Guest Services Manager, YUL (Part-Time)

Under the regional manager, the Guest Services Manager (GSM) is responsible for on-site operations. The GSMs are responsible for leading the daily operations of the team, ensuring that it is supported to achieve safety goals, operational targets, guest experience indicators, cost control, and the promotion of WestJet's culture and values, as well as ensuring all performance and support-related activities.

Main Tasks

• Ensure the successful implementation of all irregular operation-related activities (IROP) taking place at the site, in order to maximize safety and service at the lowest possible cost.
• Organize information sessions with all frontline employees regarding all required operational information, promoting safety, standardized operational procedures, and guest experience.
• Develop strategies to effectively manage airport operations, including check-in, boarding gates, priority services, and baggage services.
• Develop guest services processes and procedures for check-in and departures, and provide guidance on contingency plans in case of degraded operations.
• Provide performance-based feedback on the daily operational performance of agents in order to identify trends and address performance, reliability, and behavior challenges.
• Ensure team compliance with WestJet and Transport Canada security and safety management standards, and follow up on action plans while promoting WestJet's safety standards.
• Ensure that "above the wing" security audits are completed and that action plans are in place for any identified trends.
• Ensure constant compliance with international documentation requirements and implement processes to ensure their accuracy.
• Ensure achievement of guest experience targets at the base and that the team maintains a strong focus on guests.
• Implement local plans related to organizational goals, including increasing RASM (SPOT/NPS), decreasing CASM (budget compliance), talent development (succession planning), and risk reduction (TDI) in order to achieve quarterly and annual goals.
• Monitor any identified service failures and implement process improvements.
• Identify strategic opportunities within the airport community and facilities in order to improve services and operations.
• Collaborate with business partners for daily operations, both external (e.g. CATSA, PRM service partners, ground service providers) and internal (flight crews, air operations, TI).
• Monitor relevant key performance indicators and develop strategies to achieve established targets.
• Ensure that the necessary human resources are in place to support operations and guest experience, and provide recommendations on staffing.
• Deploy frontline initiatives and change management strategies to ensure their success and sustainable adoption by the team.
• Provide coaching interventions as needed and participate in performance management discussions when required.
• Work in collaboration with base employee representatives in order to address staff concerns.

Experience and Qualifications

• Previous experience as a Guest Services Manager is an asset.
• 1 to 3 years of experience in management, with a demonstrated ability to lead and motivate team members through excellent relational skills.
• 1 to 3 years of operational management experience in the aviation sector, in a guest-focused environment, is an asset.
• Ability to work on a rotating schedule (24/7/365) and to travel for business meetings and training.
• Demonstrated experience in maintaining effective working relationships and managing the performance of leaders and frontline staff.
• Excellent ability to manage multiple tasks and adapt to changing priorities under pressure and tight deadlines; ability to delegate effectively.
• Excellent written and oral communication skills.
• Experience in developing and implementing operational processes and best practices.
• General knowledge of human resources best practices (e.g. well-being and performance management).
• Strong business sense to ensure the achievement of service plans, including budget compliance.
• Proficiency in computer applications (PowerPoint, Word, Excel, Outlook, and Teams).
• Proven experience in establishing operational and performance objectives.
• Good knowledge of the SabreSonic reservation system and other airport systems and processes.