Supervisor, In-flight Services

Job Summary:
Reporting to the Manager, In-Flight Services - Brand and Service Standards, the Supervisor, In-Flight Services - Brand and Service Standards is responsible for the daily supervision and administrative follow-up of Cabin Crew in the field of service and standards.

Duties & Responsibilities:

- Oversee and monitor the delivery of onboard service to ensure it consistently meets or exceeds established standards of quality, safety, and customer satisfaction.
- Provide leadership, guidance, and support to the cabin crew through coaching, training, and performance management.
- Serve as a brand ambassador in the in-flight environment, ensuring all passenger interactions reflect the company’s values and image.
- Conduct regular audits and assessments of onboard service standards and cabin crew performance.
- Collaborate with key departments—including Flight Operations, Catering, and Customer Relations—to ensure alignment and consistency in service delivery.
- Address and resolve passenger complaints and concerns related to in-flight service in a timely and professional manner.
- Proactively identify opportunities to enhance onboard service processes and procedures, driving innovation and elevating the in-flight experience.
- Ensure full compliance with all regulatory requirements, FOAG policies, and procedures relating to safety, security, and service standards.
- Participate in SMS, FOAG, AOSH and Onboard Service committees.
- Prepare regular reports on in-flight service performance, emerging trends, and key initiatives for management review.
- Support the design and development of service-related content using Articulate 360 or other e-learning software to support brand and service initiatives.
- Develop and maintain standardized tools, documents, and resources that reflect brand tone and service priorities using the Microsoft Office Suite and other digital tools.
- Organize and facilitate team meetings, training touchpoints, and service campaigns in collaboration with In-Flight leadership.
- Support the continued development of an inclusive and high-performing service culture onboard Porter flights.
- Foster a positive and collaborative work environment that supports teamwork, motivation, and the professional growth of team members.
- Ability to lead and train a team of Brand and Service Leads
- ensuring compliance of the program.
- Supervise, lead and conduct coaching sessions with Brand and Service Leads, oversee Training programs, offering constructive feedback and development support.
- Other duties as assigned by the Manager, Inflight Services, Brand & Service Standards.

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- Minimum 3 years of experience in a Cabin Crew leadership role; Purser or Lead Flight Attendant, Cabin Safety Trainer or Inflight service support role is required.
- Previous experience in a supervisory or leadership role within the airline industry, ideally focused on inflight services or customer experience is an asset.
- Previous or current cabin crew qualification on the Dash 8-400 or E195-E2 aircraft type is an asset.
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred.
- Strong knowledge and passion for premium guest experience and brand alignment.
- In-depth knowledge of safety protocols and service excellence standards.
- Excellent interpersonal and communication skills, with the ability to engage, inspire, and lead diverse teams, while fostering positive interactions with passengers.
- Comfortable leading presentations and conducting small-group learning sessions.
- Proven problem-solving skills with a proactive mindset for identifying and resolving operational and service-related issues.
- Meticulous attention to detail and a strong commitment to delivering exceptional service and memorable passenger experiences.
- Exceptional communication skills to effectively collaborate with crew members, passengers, and cross-functional stakeholders.
- Ability to thrive in a fast-paced, evolving work environment with shifting priorities.
- Flexibility to work irregular hours, including evenings, weekends, and holidays, based on operational needs.
- Demonstrated ability to build and deliver engaging