Guest Service Lead U

**Why WestJet**:
Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

**Join us and love where you’re going.**

The Guest Service Lead is responsible to lead the frontline airports teams to deliver a safe, on time operation and a world class gust experience. The Guest Service Lead is the primary initial escalation point for all guest relation issues, while maintaining oversight for their designated operationally assigned areas. They will oversee many key areas of our daily operation while being a support for our frontline team.

**Key deliverables**:

- Provide technical support and coordination for the airports frontline.
- Conduct shift briefings with all frontline employees regarding all operationally required information an dpromoting safety, standard operating procedures and guest experience.
- Provide valuable feedback on all aspects of observed performance (behavioral, day of staffing allocation, boarding compliance, uniforms) while on shift.
- Document in the moment coaching conversations for trending and follow up.
- Oversee all daily duty assignments, ensure breaks are taken.
- Agent support for Timatic, ID, kennels, codeshare/interline ticking support, counterfeit and reservation issues.
- All duties associated with Lead Check-in from opening to closing daily.
- Promote adherence to safety SOPs and proactively identify hazards and risk for employee injury.
- Complete Incident Hazard Reports, execute station Emergency Response Program if required.
- Execute IROP recovery plans in coordination with Guest Service Manager and members of the Hub Control Center.
- Responsible for completion of international flight paperwork.

**Experience & qualifications**:

- CSA experience with SABRE knowledge required
- Minimum 1 year previous airline experience required
- Previous WestJet experience preferred
- 735d training and Timatic knowledge is an asset
- Proficient knowledge of Flite Trac is an asset
- Exceptional technical knowledge of WestJet guest experience standards, airport standard operating procedures, IROPs and APPR procedures
- Excellent personal reliability and performance
- Excellent ability to multitask and handle changing priorities under extreme pressure, able to delegate tasks effectively
- Proven track record of meeting behavioral expectations, able to provide excellent internal and external guest experience
- Excellent written and verbal communication skills

**The benefits of being a WestJetter**:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs

**About WestJet Group of Companies**

Together with WestJet's regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.

**Our Safety Promise**

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

**Our Commitment to Diversity and Inclusion**

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