Supervisor, Brand and Service

Job Summary

The Supervisor, Brand and Service for In-Flight will play a pivotal role in maintaining and enhancing our brand reputation and service quality in the In-Flight environment. Reporting to the Manager, Brand and Service Standards, the Supervisor, Brand and Service, this position will be responsible for ensuring that our in-flight services align with our brand standards and exceed our passengers’ expectations.

Duties & Responsibilities

• Oversee and monitor the delivery of the onboard service to ensure they meet and exceed established standards of quality, safety, and customer satisfaction.
• Provide guidance, support, and leadership to the cabin crew, including training, coaching, and performance management
• Serve as a brand ambassador in the in-flight environment, ensuring that all interactions with passengers reflect the values and image of the company
• Conduct regular audits and assessments of the onboard service standards and cabin crew performance
• Work closely with other departments, including Flight Operations, Catering, and Customer Relations to ensure alignment and consistency in service delivery
• Address passenger complaints and concerns related to in-flight service
• Proactively identify opportunities to enhance the on-board service, process and procedures, driving innovation and excellence in the in-flight experience
• Ensure compliance with all regulatory requirements and FOAG policies and procedures related to safety, security and onboard service standards
• Prepare regular reports on in-flight service performance, trends, and initiatives for management review
• Foster a positive work environment that promotes teamwork, motivation and professional development
• Supervise and conduct coaching meetings to provide feedback to the Brand and Service Leads
• Scheduling Base Leads for In-Flight Assessments and flight audits
• Online flying position when required
• Actively participate in Porter’s SMS
• Other duties as assigned by the Manager
  
  

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

• Bachelor's degree in hospitality management, business administration, or a related field preferred.
• Previous experience in a supervisory or leadership role in the airline industry, preferably in-inflight services or customer experience.
• Strong understanding of brand management principles and their application in a service-oriented environment.
• Excellent interpersonal and communication skills, with the ability to effectively engage and motivate team members and interact with passengers from diverse backgrounds.
• Demonstrated problem-solving abilities and a proactive approach to identifying and addressing issues.
• Attention to detail and a commitment to delivering high-quality service and experiences.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, as needed.
• Excellent safety and service knowledge
• Outstanding communication skills to interact with passengers, crew members, and various stakeholders.
• Ability to adapt to a fast-paced and dynamic work environment with changing priorities.
• Proficiency in using relevant software applications for managing schedules, data analysis, and reporting.
  
  

Location

Toronto (Billy Bishop Toronto City Airport - YTZ)

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.