Compass Group Canada is the leading food service and support services company in Canada with over 25,000 associates and $1.45 billion in revenues. Our vision for growth and success is a powerful one, to combine fresh ideas with the industry’s greatest talent - Great People, Great Service, Great Results! Because we ‘live’ our values, Compass Group Canada was named to the 2012 Top 100 Employers list in Canada for the fourth consecutive year.
The Marquise Group Division of Compass Group Canada specializes in facilities and property management, hospitality services, and customer service. Currently we employ over 3,000 employees in over 100 different locations across Western Canada providing services to airports, commercial buildings, educational facilities, retail centres and healthcare industry.
Position: Manager, Customer Care
Location: Vancouver, BC (YVR)
Reports to: General Manager
Supervises: Customer Service Ambassadors, Leads Supervisors, Concierge on Duty
Interfaces with: Client (+ all YVRAA employees), Customer Service Ambassadors, All YVR Stakeholders including, but not limited to: Securiguard, Aeroguard, RCMP, USCBP, CBSA, Greencoats, and all Airlines
Overview: The Manager is responsible for the operations, staffing and performance of the Customer Care Contracted Services. This position will proactively coordinate the resources commonly involved with the “day of” operation of the airport and coordinate processes relative to transaction complexity and routine services. They will work with Airport Operations and all stakeholders during routine operations and incidents to ensure a smooth and enjoyable airport experience for airport travelers and tenants.
Their main focus is to ensure the job function roles are adhered to by all staff, including supervision of the staff and its related process. The Manager will be an active member of the Leadership team and directly responsible for the Supervisors and people resource functions. The Manager will demonstrate leadership and a professional image to all passengers, employees, stakeholders and governing agencies while maintaining company standards for passenger satisfaction, employee satisfaction, and quality assurance and safety. This position will provide the right candidate with an opportunity to demonstrate their customer service skills and administrative skills, allowing for growth opportunities within Marquise Customer Services.
Duties:
• Plans, directs and coordinates activities and staffing to ensure exceptional passenger service is achieved
• Take responsibility for recruitment, interviewing, selection, hiring and promotion of staff
• Resolve staff concerns in conjunction with Human Resources
• Participate and champion training requirements with the Leadership Team as outline in YVR scope of services as a co-facilitator
• Supervise and direct staff to ensure service standards are met, including job duty functions are adhered to
• Ensure staff receive feedback and coaching, including annual job performance evaluation
• Handle all aspects of staff discipline
• Exercises independent judgment and initiative in the course of carrying out overall responsibilities
• Maintains excellent collaborative working relationships with colleagues and related agencies
• Lead and conduct staff meetings including daily pre-shift meetings to ensure daily events are planned for
• Prepares correspondence, presentations and reports as required
• Effective communication with all stakeholders and staff
• Terminal facilitation to include management of processes, assist Duty Concierge and assign resources as needed
• Schedule events, programs and activities
• Covers Concierge on Duty, Arrivals Supervisors, SIAPC Supervisors and Floor Supervisor shifts as required
• Other duties as required
Qualifications (please only apply if you meet all required qualifications.)
• 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 a good command of the English language; Additional languages spoken would be an asset
• Advanced knowledge of Microsoft Office, including MS Word and Excel
• Post Secondary Education or related hospitality training or equivalent experience is necessary
• Must be available to work flexible hours including nights, weekends and holidays
To Apply, please contact
Melanie Johnson
Human Resources Manager
Marquise Customer Service, YVR
p.604.214.9694
c.604.309.6388
f.604.244.9641
mjohnson@marquise.ca
Thank you for your interest in a career with The Compass Group! Look for us on Facebook and LinkedIn! Follow us on http://twitter.com/CompassCANJobs
Only those selected for an interview will be contacted. We will consider your resume for additional opportunities.
Compass Group Canada is committed to fostering a diverse and representative workforce and an inclusive work environment where all employees are treated fairly.
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