Airport Guest Experience Leader

Vancouver Airport Authority; Vancouver; On-site; CAD 72,000 - 94,000; Full time

Benefits offered by this job

Health benefits

Retirement matching

Generous vacation days

Well-being programs

Job summary

Vancouver Airport Authority in Vancouver is seeking a permanent, full-time Supervisor, Guest Experience to lead a frontline team, deliver exceptional hospitality, and coordinate with agencies and partners to ensure smooth passenger flow.

You will supervise 35+ staff on shifts, mentor the team, de-escalate complaints, analyze data for staffing needs, and support the VIP Office of Protocol and Lost and Found programs; French is a valued asset.

Qualifications

• At least two years of relevant experience with 1–2 years of post-secondary study in business, hospitality, or airport management.
• Strong leadership skills to coach, train and motivate a large team.
• Proven ability to de-escalate and resolve passenger issues.
• Ability to perform physical tasks including extended walking/standing and lifting.
• Proficient with computers and typical office software.
• Fluency in English; French is an asset.

Responsibilities

• Provide daily leadership and coaching to more than 35 Guest Experience team members.
• Oversee on-the-floor operations and ensure exceptional hospitality.
• Coordinate with internal and external stakeholders to support guest experience.
• Collaborate with operational teams and agency partners to resolve issues.
• Interpret data to anticipate resource and program needs.
• Lead VIP Office of Protocol and Lost and Found operations.

Skills

Leadership

Customer service

Coaching

Communication

De-escalation

Problem solving

Education

Business management / hospitality or airport management training

Tools

Office software

Job description

Vancouver Airport Authority in Vancouver is seeking a permanent, full-time Supervisor, Guest Experience to lead a frontline team, deliver exceptional hospitality, and coordinate with agencies and partners to ensure smooth passenger flow.

You will supervise 35+ staff on shifts, mentor the team, de-escalate complaints, analyze data for staffing needs, and support the VIP Office of Protocol and Lost and Found programs; French is a valued asset.