Job Summary

The Passenger Service Supervisor YTZ is a member of the Airport Operations leadership team and is responsible for Porter’s safe aircraft turn performance, passenger service experience, ground handling, and team member experience within the station. As part of a rotating schedule, the Station Supervisor provides leadership to the Station, together with the Station Manager seven days a week.

The Passenger Service Supervisor is accountable for the station’s consistent execution to defined safety, operational, passenger service and ground handling standards. The Station Supervisor identifies and eliminates barriers to reduce station-controllable delays and works cross-functionally to reduce system controllable and uncontrollable delays. Works diligently and in conjunction with other departments to achieve a safe and accident-free operation. Regularly engages with team members to foster their commitment to Porter’s success. Constantly seeks ways to drive operational efficiency while supporting team members and passengers.

The Passenger Service Supervisor is responsible for building and sustaining a high-performance culture of teamwork, commitment to service and operational reliability throughout the Station, with significant focus on actively developing the Team’s ability to safely and consistently achieve our Turn targets and provide exceptional customer service.

The highest value activity performed by the Airport Operations team is the Turn. To achieve the mandates above, the Station Supervisor’s primary focus should be at the gate to support the Team as they execute the Turn.

The Station Leadership Team’s schedule is assigned in a manner to provide 7 day a week coverage with hours targeted at peak operational periods.

Duties & Responsibilities

As a member of the Station leadership team, participate in 7-day-per-week, in-station leadership coverage (overseeing operations and passenger interactions at the check-in counter, at departure gates and on the ramp), with hours focused on peak passenger times. The expectation is that the Supervisor is to spend 80% of their day engaged with the team and the operation. Actively engages with operations, passenger interactions and team member coaching at departure gates, on the ramp, and at the check-in counter 80% of their day; higher during peak travel periods or if core operational, service, and safety metrics are not being regularly met. Oversees the Team’s safe and reliable execution of the Turn. Identifies and eliminates barriers that interfere with the Team’s ability to properly execute the Turn. Examples include: Ensuring the appropriate Team Members are assigned to the Turn, drawing from other areas of the Station operation if need be. Ensuring that the necessary equipment required for the Turn is available and serviceable. Ensuring cross-functional alignment between various departments to enable the Turn. Ensure the safe operation of the Station. Monitor and enforce compliance with safety protocols. Oversee the customer service experience within the Station. Ensure Team Members provide proper customer service in accordance with Porter’s standards and nine core service behaviours. Conduct daily audits of Team Member performance to ensure compliance with safety, reliability, service, and regulatory standards and guidelines. Assists Station Manager with recruiting and hiring of station team members. Participates in disciplinary sessions of team members. Acts as station manager, including team leadership and administration, operational oversight, invoice approval, hiring, and disciplinary matters in the absence of the station manager. Oversee local administrative coordinator to handle the station’s administrative support needs. Cross-trains administrative coordinator to augment CSR during extreme irregular operations, during staff shortages and during low season operations. Conducts regular after action reviews with the Team following turns to ascertain what went well and should be reinforced / repeated and the causes of turn misses so that they can be corrected for subsequent turns. Trending causes of turn misses should be raised to the Station Manager to be addressed as part of our continuous improvement approach to operations. Actively works to maintain healthy Team Member Engagement levels. Model behaviours consistent with Our:Values and Porter’s Respect and Dignity Policy. Ensure all Team Members follow this example. Develops and maintains a climate that attracts, retains, and motivates top talent. Engage with Team Members in the operation to develop talent skills, including operational decision-making, critical thinking, adherence to standards, and problem solving. Assist in the training of Team Members and Leads. Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy. 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

Must have 5 years airline experience in either customer service or ramp. If experienced in only one of these areas, must learn the other within three months of joining Porter in order to provide the station with proper supervision. Must have 2 years of leadership experience. Able to work in a fast-paced environment Able to obtain and hold all required security clearances. College diploma or equivalent experience. Able to effectively plan and manage resources, both people and time. Strong multitasker and organizational skills Strong problem solving and conflict resolution skills Must be able to work irregular hours; rotating shifts including days, afternoons, evenings, weekends, and holidays. Able to lead under pressure. Strong leadership and communication skills. Ability to communicate and correspond clearly and precisely in English. French is an asset. Must be eligible to work in Canada

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 North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. 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 X.