Fulltime Arrivals Supervisor
Compass Group Canada - Richmond, BC
Compass Group Canada - Richmond, BC
Job Description
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.
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.
Qualifications
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 of 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.
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 of 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.
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
Additional Information
A strong Health & Safety culture is a must for any candidate wishing to join our team. Living our Health & Safety culture everyday will ensure we all succeed. Compass Group provides a comprehensive benefits package for all full-time hourly staff, including health and dental.
Thank you for your interest in a career with Compass Group!
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 and equitably which includes providing accommodation. Health, Safety, Environment and Quality (HSEQ) is also an operational priority. Safeguarding the health and safety of our people and customers is essential to the success of our business.
Learn more about us at www.compass-canada.com !
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.
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
Additional Information
A strong Health & Safety culture is a must for any candidate wishing to join our team. Living our Health & Safety culture everyday will ensure we all succeed. Compass Group provides a comprehensive benefits package for all full-time hourly staff, including health and dental.
Thank you for your interest in a career with Compass Group!
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 and equitably which includes providing accommodation. Health, Safety, Environment and Quality (HSEQ) is also an operational priority. Safeguarding the health and safety of our people and customers is essential to the success of our business.
Learn more about us at www.compass-canada.com !
For further information or to apply, please click here
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