Supervisor, In-Flight Services

Montreal, Qc

Reporting to the Manager, In-Flight Services, the Supervisor, In-Flight Services is responsible for the daily supervision and oversight of cabin crew and all related responsibilities.

Duties & Responsibilities

• Performs regular ramp inspections to validate Cabin Crew compliance with Canadian Aviation Regulations, workplace safety and Porter’s Brand and Service Standards
• Participate in operations to ensure on-time performance
• Responsible for the supervision of In-Flight Operations as it relates to cabin crew
• Perform internal audits on operational processes 
• Review of Purser Reports to provide resolution and follow up with internal operational departments
• Monitoring of attendance reports
• Mentor, coach and motivate Cabin Crew to ensure the highest standards of safety and the consistent delivery of premium service onboard
• Act as a key liaison to counsel Cabin Crew on a daily basis opening channels of communication, demonstrating support and commitment to their needs
• Address and improve morale issues on-line, while highlighting areas of concern which will be raised to the Director, In-Flight Services
• Provide care, guidance and assistance whenever abnormal circumstances occur (onboard, emergency, medical or personal)
• Conduct Cabin Crew performance assessments ensuring compliance to safety and service procedures, grooming standards and company policies
• Provide immediate feedback on performance follow up and tracking
• Monitor and coach probationary Flight Attendants and Pursers
• Participate in follow up and documentation as needed with the discipline process
• Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations as well as the investigation and audit of hazards and incidents
• Any other duties assigned by Manager, In-Flight Services
• Responsible for catering issues, concerns and implementation of new initiatives

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
• Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.
• Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.
• People Leadership: Assuming a leadership role in helping others achieve excellent results.
• Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

Qualifications

• Minimum 5 years’ experience in the airline industry
• 2-5 years of leadership experience in an elevated role (an important asset)
• Flexible schedule and irregular hours are an integral part of the job (mornings, evenings, weekends and holidays) in addition to offering periods of availability to be on call
• Must demonstrate strong interpersonal, communication and leadership skills with the ability to proactively follow-up where needed and provide constructive feedback
• Sound knowledge of Microsoft Word / Excel / PowerPoint
• Must have excellent safety and customer service knowledge
• Must have the ability to work independently and as part of a team
• Successfully complete the initial cabin crew training
• Operate as a crew member when required
• Must hold a current, valid Canadian Passport, or current, valid International Passport with current US Crewmember Visa (C-1/D)
• Ability to obtain a Restricted Area Identity Card (RAIC) and successfully complete company screening process

Location

Montréal (Montréal-Pierre Elliott Trudeau International Airport - YUL) #LI-Onsite

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.