New Posting - Hawkair

Hawkair is currently recruiting a Guest Experience Manager for Terrace

Position: Guest Experience Manager
Location: Terrace BC
Status: Full Time
Closing Date: October 7, 2015
Competition: CSM02
Wage: Based on Experience, Qualifications

Hawkair is a regional airline based in Terrace BC operating a fleet of Dash 8 aircraft serving the destinations of Terrace, Prince Rupert and Dawson Creek to Vancouver with daily scheduled flights. We also offer charter services to a number of customers throughout western Canada. This position would be located at our head office in Terrace BC where we have administrative and operations offices as well as aircraft maintenance facilities.

Overview: The Guest Experience Manager (GEM) will be responsible for ensuring that the needs of our guests are being satisfied from a proactive approach. The successful candidate will make it their goal to provide an excellent guest experience and to promote this mindset throughout our organization.

The GEM will lead, coach and supervise team members to provide excellent guest experiences and will be responsible for implementing initiatives and strategies related to creating guest experience excellence for all Hawkair bases.

The GEM will actively promote services by identifying guest needs, recognizing moments of opportunity, providing value-added advice, and providing the appropriate solution to meet guest requests.



Responsibilities include but are not limited to:
 Managing the Terrace team of guest services staff, in addition to providing guidance and working with Team Leads from other Hawkair bases
 Assist with the design and implementation of strategies to motivate the Team Leads and Guest Service Agents to achieve departmental goals
 With the participation of the Base Team Lead, develop or update guest service policies and procedures
 Make sure accurate records are kept of communications with guests
 Handle more complex enquiries and complaints
 Authorizing refunds or other compensation to guests
 Analyze key management information to see how well guests are being served
 Helping to recruit, train and appraise team members
 Keeping up to date with developments in guest service
 Report regularly to senior managers on how well teams are performing and whether key performance targets are being met.
 Promote cost analysis, fiscal management, and budgeting techniques
 Perform additional functions (essential and otherwise) which may be assigned

Qualifications:
 Ideal candidate will have aviation, customer service and supervisory/management experience
 Post-Secondary Education or a High School Diploma with an acceptable combination of education and progressively responsible experience
 2 years' experience in a management or supervisory role.
 3 to 5 years’ experience in customer service.
 Ability to analyze and interpret the needs of customers
 Excellent communicate skills both verbally and in writing
 Exceptional conflict resolution, negotiation, and the ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times
 Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
 Strong knowledge of Microsoft Office product suite required
 Knowledge of cost analysis, fiscal management, and budgeting techniques
 Ability to coordinate and be very organized
 Must be able to obtain and maintain an Airport Security pass

Conditions of Employment:
 Travel to off-site locations as required
 Overtime as required
 Hazards associated with the Aviation industry
 Working evenings and weekends when required
 Own transportation is required Hawkair is an equal opportunity employer.

Interested applicants should submit a cover letter and resume including Competition # to: Human Resources email: hr@hawkair.ca We would like to thank all applicants in advance for their interest in Hawkair; however only those selected for an interview will be contacted.