Supervisor, In-flight Services

Job Summary:
Reporting to the Manager, Inflight Services, the Supervisor, In-flight Services is responsible for the daily supervision and oversight of cabin crew and all related responsibilities.

Duties & Responsibilities:

- Performs regular ramp inspections to validate Cabin Crew compliance with Canadian Aviation Regulations, workplace safety and Porter’s Brand and Service Standards
- Participate in operations to ensure on-time performance
- Responsible for the supervision of In-Flight Operations as it relates to cabin crew
- Perform internal audits on operational processes
- Review of Purser Reports to provide resolution and follow up with internal operational departments
- Monitoring of attendance reports
- Mentor, coach and motivate Cabin Crew to ensure the highest standards of safety and the consistent delivery of premium service onboard
- Act as a key liaison to counsel Cabin Crew on a daily basis opening channels of communication, demonstrating support and commitment to their needs
- Address and improve morale issues on-line, while highlighting areas of concern which will be raised to the Director, In-Flight Services
- Provide care, guidance and assistance whenever abnormal circumstances occur (onboard, emergency, medical or personal)
- Conduct Cabin Crew performance assessments ensuring compliance to safety and service procedures, grooming standards and company policies
- Provide immediate feedback on performance follow up and tracking
- Monitor and coach probationary Flight Attendants and Pursers
- Participate in follow up and documentation as needed with the discipline process
- Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations as well as the investigation and audit of hazards and incidents
- Any other duties assigned by Manager, In-Flight Services
- Responsible for catering issues, concerns and implementation of new initiatives

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 5 years’ experience in the airline industry
- Will be required to be qualified as a YYZ Cabin Crew member
- 2-5 years of leadership experience in an elevated role (an important asset)
- Airport operational experience is a preferred asset
- Flexible schedule and irregular hours are an integral part of the job (mornings, evenings, weekends and holidays) in addition to offering periods of availability to be on call
- Must demonstrate strong interpersonal, communication and leadership skills with the ability to proactively follow-up where needed and provide constructive feedback
- Sound knowledge of Microsoft Word / Excel / PowerPoint
- Must have excellent safety and customer service knowledge
- Must have the ability to work independently and as part of a team
- Successfully complete the initial cabin crew training
- Operate as a crew member when required
- Must hold a current, valid Canadian Passport, or current, valid International Passport with current US Crewmember Visa (C-1/D)
- Ability to obtain a Restricted Area Identity Card (RAIC) and successfully complete company screening process

Company Description: