Supervisor, Guest Experience

1 week ago

Vancouver, British Columbia, Canada Vancouver Airport Authority Full time

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone.

Passenger Experience is an integral part to of YVR's mission of delivering a memorable travel journey for our guests.

The Passenger Experience team drives effortless travel for our guests, while also providing an experience that is reflective of YVR, the partnership with Musqueam and our commitment to serve our community by ensuring our guests feel well taken care of throughout their journey at the airport.


Position overview


As a
Supervisor, Guest Experience, you will be accountable for the daily leadership, coaching and oversight for our front-line Guest Experience team, with the responsibility of providing an exceptional and effortless travel experience for all our guests.

This action-oriented leadership role involves supporting Guest Experience team members in their work, working closely with government agencies and air carrier partners, as well as effectively handling complex passenger concerns.

You will be responsible for ensuring that our team members are serving each guest they meet in the best way possible, recognizing that each guest has different needs.

You will ensure that the team is putting the guest at the centre of everything that we do and to be an advocate for our guests in resolving issues.


Key responsibilities include:

  • Providing dayof leadership to more than 35 Guest Experience team members on shift, including exceptional communication, inthemoment feedback, onthefloor training, as well as coaching to motivate and support the team in delivering exceptional service
  • Delivering superior hospitality consistently to our guests
  • Being accountable for the dayof operation and delivery of the Guest Experience program
  • Liaising with various internal and external stakeholder groups to review and coordinate guest experience operational support
  • Collaborating with key operational teams and agency partners to coordinate frontline staff in supporting and/or resolving operational issues and irregular operations
  • Understanding and interpreting data to anticipate dayof resource and program needs

Key qualifications include:

  • At least two years' recent, related experience supervising a team in a dynamic, fastpaced operational environment, supplemented by at least one year of postsecondary schooling in business management, hospitality or airport management; or an equivalent combination of training and experience
  • Proven leadership skills with the ability to coach, train, and provide feedback to ensure positive team morale
  • Expertise in proactive customer service including effectively and successfully deescalating and resolving complaints
  • Ability to handle challenging situations, prioritize and problemsolve quickly with mínimal information
  • Good analytical skills with the ability to understand, assess and anticipate operational needs and resources
  • Strong command of English, both in written and verbal communications; fluency in another language, preferably French, is considered an asset
  • Ability to do shift, and weekend work, is a requirement for this role as Airport Operations is a 24 hour/day, 7 days/week operation

Who We Are
YVR is more than just an airport. We connect our beautiful province and all it has to offer to the world.

We are all leaders and trailblazers for change and innovation, so no matter the department or team you're a part of, the work you do matters.

At YVR, we are flexible in everything we do. We will work together to find ways to deliver customer excellence that helps us all thrive. We strive to provide an environment that reflects the diversity of our communities, allowing us to better serve them.

Join us on this journey as we continue to transform our airport to better serve our communities.

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