Inflight Excellence Manager

2 months ago

Vancouver, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

The primary objective of this position is to coach, calibrate and cultivate the performance of cabin crew in relation to established on-board leadership, performance, customer service competencies, product and service delivery standards.

Additionally, this position will be responsible for promoting and achieving consistency of service on high yield flights, creating a positive impact on the customer experience, optimizing the leadership capabilities of the Service Directors and maximizing the learning and performance of Flight Attendants. This will support the quality improvement of product and service delivery standards and to achieve success in airline audit programs such as SKYTRAX.

This role incorporates both flying and non-flying duties, the work week will vary, and the hours/times zones will differ from day to day. As a true agent of change within the organization the Inflight Excellence Manager may be deployed to assist in different types of strategic initiatives, to support and recognize cabin crew and enhance overall customer experience. Being part of In-Flight Service management will also require working closely to support the In-flight bases and other branches where required, which include non-flying operational duties.

**Responsibilities**:

- Inspire trust to help facilitate behavioural change that aligns with Air Canada's Flight Path.
- Accountable for the successful delivery of the onboard product through leadership, coaching and performance recommendations to ensure successful cabin crew delivery.
- Participate in grooming, catering and/or other Air Canada initiatives to ensure compliance with corporate standards.
- Effectively communicate the rationale of company policies, procedures and products on board and on the ground.
- Liaise with IFS bases to address cabin crew performance management and recognition.
- Transform and guide crew on the job to ensure customer satisfaction.
- Ability to support the transformation of the workforce to adapt to highly competitive global markets.
- Develop and implement creative approaches to encourage and inspire crew productivity and work ethic.
- Through individual dialogue, assist the crew member to make choices for an action plan, next steps, milestones, and other elements within a coaching plan.
- Take an active role in the recognition of crew performance, customer service excellence and exceptional on-board service delivery.
- Enhance crew understanding on areas that require focus and briefing to ensure on-board compliance for service specifications.
- Ensure that all Company standards and procedures are adhered to and act as a resource person for cabin crew.
- Implement and maintain effective cabin crew coaching practices.
- Provide timely, authentic and constructive feedback and respond to cabin crew inquiries
- Foster a professional, safe, comfortable, and positive work environment to promote learning and development.
- Provide management support as required in the daily operation and keep abreast of current issues affecting cabin crew.
- Follow up on progress of concerns/suggestions from the crew.
- Demonstrate leadership practices that prioritize an approach to customer service excellence approach.

**Qualifications**
- Possess at least a high school diploma.
- Fluency in English & French or route language a quantifiable asset.
- Proven ability to lead, motivate and coach.
- Previous inflight and/or airline operational experience a definite asset.
- Excellent interpersonal, communication, listening and organizational skills and a passion for helping others.
- Self-starter, resourceful and able to recognize what needs to be accomplished and carry out these tasks with a minimum of supervision.
- Attention to details and emotional intelligence.
- Proven ability to build relationships and trust.
- Ability to clearly interpret IFS policies, procedures and processes.
- Technical knowledge of Air Canada products, services and brand.
- Air Canada work experience is an asset.
- Ability to meet deadlines, work under pressure and achieve multiple objectives.
- Highly adaptable and flexible to support a 24/7 operation.
- Willingness and ability to travel extensively.
- Successfully complete the Flight Attendant training program & maintain qualifications.
- Successfully complete the Service Director training program and operate as Service Director.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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