New Posting - Marquise

Marquise Customer Service is currently recruiting an Full-time Supervisor (Arrivals Supervisor) for a one-year contract/maternity leave.  Job ID 1247
AVAILABILITY: 7 days per week, 24 hours daily
Supervises: Customer Service Ambassadors in PIL, ABC, Immigration, Carousel Counter, DTF, CSGY and Summer Seasonal Baggage Positions

General Description:
Marquise Group is the fastest growing facilities management company in our industry. The company was incorporated in 1993 and belongs to the Compass Group Canada group of companies. Currently, we have 3000 employees across Canada. Our company provides services in three different sectors: Facilities Management, Hospitality Services and Customer Service. As an industry leader, we provide services to commercial buildings, airport, retail, industrial, education and healthcare specialty facilities. Our mission is to provide service excellence to our clients and their customers.

Position Overview
The Arrivals Supervisor plays a key role in supporting the Customer Service Customs team whom facilitate the International passenger arrivals process within YVR. He/She is responsible for developing, motivating and leading all Customs Hall staff and anticipating ‘day of’ needs of the operation. Utilizing a variety of available data, the Arrivals Supervisor identifies volumes to determine successful passenger flows and facilitation of the Customs Hall. He/She may be responsible for developing a bi-weekly/monthly schedule, and identifying staff for key ‘day of’ positions. The Arrivals Supervisor will work in tandem with Concierge and other Marquise Supervisors to ensure the successful operation of YVR Customer Service. He/She looks to motivate and lead all Ambassadors on the floor while promoting service quality and standards. This position requires weekend, weekday and overnight shifts, and as such, flexibility is a must.

Responsibilities Specific Responsibilities & Duties:
 Supervise the daily operation of the Customs Hall.
 Training – Responsible for the development of all Customer Service Ambassadors specific to the needs of the Customs Hall. He/She must ensure that first class service is consistently delivered on the front line.
 Respond to emergencies and alarms as directed by a Manager, Concierge or YVR Operations.
 Performance Management – Responsible for delivery of appropriate communication to improve employee performance / attitude while documenting all discrepancies in daily operations without exception to sick calls, coaching and progressive discipline.
 Provide detailed information to the Manager with regards to all Annual Staff Performance Evaluations and assist with the delivery of such.
 Implementation of New Initiatives – Responsible for the communication and training oof all new service initiatives as it relates to Customs and Marquise Customer Service.
 Reporting/Quality Audits – Completes relevant monthly reports, and performs weekly quality audits focused on improving service delivered including contributing to the monthly Customer Service Summary.
 Queue Management - Attends to queue issues, as it relates to the operation.
 Coordinates with the HR Coordinator with regards to scheduling.
 Coordinate and assist with YVR scheduling for Carousel and bag dispensement in Canada Customs.
 Administer and maintain all Ambassadors’ requests for time off and shift trades.
 Attend the 9:15am daily meetings with the Concierge on Duty and be available upon request for other YVR briefings as required.
 Work closely with CBSA primary officers, Canada Customs, YVR Terminal Duty Manager and other YVR stakeholders for the daily operations of Customs.
 Organize all breaks effectively while maintaining sufficient staffing levels during peak times.
 Coordinate the set up and remove of signage daily.
 Assist in the Customs Hall as required for the smooth daily operation while providing first class Customer Service to all passengers over and beyond regular Customs duties.
 Carry a Marquise provided cell phone and facilitate communication between Customs and the office.
 Additional duties as required.

Requirements Qualifications:
 Minimum one year supervisory experience
 Previous airport/airline experience an asset
 Must be an active team player, highly organized and results oriented to manage multiple functions
 Strong customer service instinct while maintaining a professional manner
 Must be able to work with minimal supervision, be self motivated and resourceful
 Must be neat, professional and well groomed
 Solid contributor with excellent initiative, judgment and sense of responsibility
 Strong interpersonal skills and ability to deal with people professionally
 Must have excellent written and verbal communication skills with an excellent command of the English language; Additional languages spoken would be an asset
 Advanced knowledge of Microsoft Office, including MS Word and Excel
 Must be available to work flexible hours including nights, weekends and holidays
 Must have the ability to acquire and maintain RAIC (Restricted Area Identification Card) Clearance
 Must be able to apply and maintain additional level of security clearances required by CBSA

Core Competencies:
 Strong written and spoken communications skills
 Strong interpersonal skills
 Ability to demonstrate tact, diplomacy, confidentiality, discretion and sound judgment
 Strong leadership skills
 Strong organizational skills
 Strong critical thinking

Functional Area Customer Service [Tourism & Guest Services]; Location Greater Vancouver - Richmond