Passenger Service Manager

5 months ago

Dorval, Canada Menzies Aviation Full time

Job Details

Description

**Main Accountabilities Include**:

- Responsible for day-to-day operational performance, safety, security and customer satisfaction of the product through effective support and management of delivery areas.
- Ensuring safety and security procedures are according to standards set within the Menzies Health & Safety Policy Manual, and according to international aviation standards.
- Accountable for ongoing day to day management to an approved business plan.
- Improving delivery of Menzies Aviation products and services through developing a motivated and skilled team.
- Maximizing revenue both through product development and other associated opportunities.
- Work with airport suppliers & handlers to ensure prescribed levels of service at agreed standards are delivered.
- Providing reports as required, and service delivery measurements.
- Manage the daily operation in order to ensure full compliance with Airlines and MA work procedures.
- You are required to be responsible for yourself and your staff to monitor the wearing of company uniform ensuring no other items than what solely given by Menzies is to be worn or displayed.
- Budget control - responsible for budgetary planning and controlling spend against agreed targets.
- Liaising with employee and union representatives on a range of employee relations matters.
- Represent the company in a professional manner at all Customer/Airport meetings when required.
- Project manage when required.
- Ensuring service delivery to customer airlines, in accordance with service level agreements and agreed budgetary levels, including contingency planning.
- Establish and maintain a safe working environment for employees and customers to comply with Company policy and health, safety, and security regulations.
- Implementation of policies and procedures designed to increase the efficiency and effectiveness of the station, whilst promoting sound safety, security and people management practices set within the Menzies Health & Safety Policy
Manual, and according to aviation standards.
- Establishing, maintaining, and promoting effective working relationships with both internal, external customers and suppliers.
- Represent the company in a professional manner at all Customer/Airport meetings when required.
- Identify productivity efficiency or inefficiency and tailor the operational demand based on the operational dynamics within the Station.
- Ensures tasks are performed in accordance with the Company and Airlines specific procedures and policies.
- Required to attend the mandatory training imposed by the Company and Airlines as per each job role.
- Any other reasonable duties as requested by a direct or indirect report.

**Qualifications and Experience**:

- Must be a minimum of 18 years of age and legally able to work in Canada.
- Must have high school diploma, GED or equivalent work experience.
- Must be able to speak, read, and write in English.
- Proficient knowledge of the IATA Standard Ground Handling Agreement.
- Thorough knowledge of Passenger service operations, aviation security, safety practices, legislation, and customer supplier relationships.
- Proven track record on P&L accountability; budget-responsible and driven to achieve results.
- SLA driven to meet customer expectations by delivering excellence. Familiar with GOMs, Airline procedures, Airport procedures, Airport legislations.
- Fully versed on International Aviation Safety and Security standards and passionate about promoting them within the organization.
- Demonstrate ability to lead, coach and develop staff.
- Ability to influence, motivate, negotiate, and communicate effectively at all levels.
- Computer literate with knowledge of Microsoft Word and Excel.
- Must be available and flexible to work variable shifts including weekends and holidays.
- Must complete and pass initial new hire classroom and on-the-job training.
- Valid G or G2 driver’s license with good driving record.
- Must be able to hold and maintain all required airport security clearance.
- Reliability, our customer, and your fellow employees rely on you.
- Position requires long periods of time at the ticket counter and gate check-in areas; must be able to stand for prolonged periods of time.
- Must be a good listener and set a good example for all the staff.
- Must be able to manage in an efficient manner the human and material resource within department.
- Organizes and has a logical, rational, effectively, and focused method of work.
- Detailed knowledge of customer airlines DCS and manual check-in procedures.
- Detailed knowledge of Customer Care Program.
- Detailed knowledge of IATA Dangerous Goods procedures.
- Comply with MA uniform and appearance policy.
- Comply with internal reporting procedure when irregularities occur and report all these to Line Manager.
- Fluency in speaking French, basic ablility to read and write as well.

At Menzies Aviation, we are committed to fostering an inclusive, acces

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