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7 months ago
Air Transat
Location: Canada
Job type: Permanent
Sector: Flight Crew
Category: Senior Manager
Manager, In-flight experience and commissary

The Manager In-flight experience and commissary, is responsible for the design and delivery of in-flight service including process development, product development with a focus on process improvement, efficiency, recovery, quality standards, cost containment balanced with the need to deliver a unique and outstanding service experience.

Responsibilities

* Analyzing and evaluating current processes and programs: propose solutions and recommendations to improve efficiency, reduce costs, and improve revenue (sales);

* Providing guidance and direction to Inflight, Commissary and Catering teams in relation to products and process;

* Overseeing the administration, development, implementation, and trouble-shooting of in-flight entertainment programming;

* Vendor management for in-flight entertainment vendors (hardware and programming), review with VP, In-flight

* Service, maintain records and track against budget;

* Developing and designing service process flow - procedures, logistics, development, implementation, and monitoring loading standards for all aircraft;

* Resource person for various unionized working committees to improve work processes and optimize customer experience.

* Designing and delivering commercial training programs and tools in conjunction with the training department;

* Developing customer service metrics and measurement –survey distribution and result analysis;

* Problem resolution and escalation procedures and the investigation of escalated non-standard client complaints.

Requirements

* College Diploma (DEC);

* Minimum of 10 years’ experience in customer service and in-flight operations;

* In-depth knowledge of in-flight processes, procedures, policies, and airline industry trends and practices;

* Experience working with in-flight entertainment and hardware providers (an asset);

* Experience working in a unionized environment;

* Outstanding communication skills (French and English spoken and written);

* Strong interpersonal skills;

* Strong organizational skills and outstanding ability to manage priorities;

* Initiative, solution-oriented, and able to work in a fast-paced environment;

* Outstanding project management and implementation skills;

* Business acumen and outstanding communication skills (oral and written);

* Strong ability to manage multiple tasks simultaneously while meeting deadlines;

* Ability to travel.

Job Details

Location : Air Transat Head Office / Ville Saint-Laurent

Type of Work : Permanent, full time

Job category : In-flight services

Business segment : Air transportation

Business unit : Air Transat

Job # : TS-18-087

End date of posting : 2018-03-16

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