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Rouge Crew Support Manager, In-flight Services

3 months ago

Mississauga, Ontario, Canada Air Canada Rouge Full time

SCOPE:

This role is critical in providing Cabin personnel with the tools, information and support to ensure compliance with the safety, regulatory and on board product delivery standards.

In addition this role is integral in supporting the operational goals for in-flight service.

RESPONSIBILITIES

  • Maintain safety first
  • Provide daytoday decision making, direction and support focused on the onboard product delivery, operational integrity, and regulatory requirements including the reporting of deficiencies to In-Flight Management
  • Provide gate support to departing flights to ensure OTP and onboard product and standards compliance
  • Ensure that all standards and practices are adhered to and act as a resource person for the Cabin Crew
  • Consistently observe and evaluate appearance checks to ensure compliance with uniform guidelines
  • Conduct ongoing performance assessments of individual Flight Attendants to ensure quality service and compliance with specifications
  • Complete check rides to monitor delivery of In-Flight product
  • Conduct and participate in the Corporate Absenteeism Management process with Cabin Crew to address attendance
  • Actively provide Cabin Crew with support and direction specific to corporate protocol and expectations which may include disciplinary measures and responsibilities
  • Attend disciplinary meetings and hearings
  • Analyze, record and produce daily personnel or operational data and write related activity reports
  • Review and resolve passenger complaints with Cabin Crew
  • Monitor, review and challenge delays specific to In-Flight service and investigate and report as required
  • Act as a site liaison between Crew Scheduling and Cabin Personnel
  • Perform daily In-Flight administrative duties and any other job function as determined by the superior
  • Able to work shift hours including weekends

KNOWLEDGE AND SKILLS REQUIRED:

  • Minimum 3 years Flight Attendant experience preferred. Must be able to hold Flight Attendant qualification
  • Previous experience in an operational background
  • Must possess and demonstrate strong Customer Service and interpersonal skills
  • Proven ability to lead, coach, motivate and direct subordinates
  • Strong organizational skills with proficiency in Microsoft Office products
  • Must have integrity, discretion, confidentiality and professionalism
  • Ability to work independently and work well with others and communicate effectively to people on all levels
  • Professional appearance and demeanour