Ramp/passenger Services Supervisor

3 weeks ago

Mississauga, Canada Sunwing Vacations Group Full time

**About Us**:
**The Opportunity**:
Under Sunwing Airlines, we are looking for a part-time contract Ramp/Passenger Services Supervisor to join us in making vacation dreams come true. As the Ramp/Passenger Services Supervisor, you work in fast-paced and rapidly changing environment with mínimal oversight. Adapting your time and workflow to the most pressing issues at hand will be essential and you must have excellent communication skills. The Ramp/Passenger Services Supervisor will be responsible for the daily management and organization of the check-in counters / gates along with the ramp and passenger service operation. The position will report to the General Manager and will be located at Toronto Pearson International Airport.
**What You’ll Do**:

- Coach, mentor, train and develop staff as required
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Ensure the level of customer service provided meets or exceeds corporate standards
- Ensure standard SOPs are followed and safety protocols are adhered to at all times
- Ensure that the handling partner is working in a productive and healthy environment
- Provide guidance on matters of Documentation requirements
- Coordinate daily and weekly information to all affected Airport Agencies, as well as during IROPS
- Coordinate all ramp handling activities with all parties necessary involving Sunwing and/or sub-chartered aircraft in compliance with the Ground Handling Manual
- Ensure SMS compliance: to identify, investigate, analyze, prevent, verify compliance and communicate results of airport incidents
- Evaluate and improve the operation to achieve our safety and On Time Performance objectives
- Support and work closely with OCC in situations as requested/required
- Collaborate with and support other Sunwing departments with corporate policy
- Prepare, maintain and update records, as required
- Ensuring the Airline Customer Protection Regulation (APPR) requirements are being fulfilled and thus ensuring the company does not face potential fines
- Action all no shows, go shows and name changes within 24hrs of receipt
- Communicate with customers directly where representation is not available, as needed
- Other duties as assigned

**What You’ll Need**:

- At least 3 years of Airport/Airline/Aviation related experience
- Strong customer service background
- Ability to work well under pressure, adapt to constantly changing operational situations, make decisions and meet deadlines, while ensuring safety is never compromised
- Previous aircraft/passenger services experience and/or acting assignments, as a Customer Service Manager would be an asset
- Knowledge of computer systems currently in use, e.g. Word, EAS/Time Management, CRT operations relating to telecommunications and operational reports
- Proven problem-solving skills within a team environment
- Goal oriented with a positive, creative approach to achieving objectives
- Able to work rotating shifts which include evenings, weekends, statutory holidays, and overtime as operationally required
- Flexibility to adapt and able to manage multiple assignments while working independently or as a team
- Able to work closely with customers, inter-departmentally, retail travel agencies and travel supplier partners.
- Leadership/People management skills
- Possess the ability to obtain an Airport Restricted Area Pass/ DA

**What We Offer**:

- Growth opportunities
- Free Parking
- Open concept, collaborative workspace
- Fresh Café with delicious snacks and meals at a subsidized price
- Opportunity to give back through our social responsibility initiatives

Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

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