Reporting to the Manager, Inflight 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.

Qualifications

Minimum 5 years’ experience in the airline industry
Will be required to be qualified as a YYZ Cabin Crew member
2-5 years of leadership experience in an elevated role (an important asset)
Airport operational experience is a preferred 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