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, 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.
Responsibilities
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
Requirements
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
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
Marquise Group |
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