Guest Service Manager, YYC (PT)

WestJet Group; Calgary; On-site; CAD 30,000 - 47,000; Part time

Job summary

WestJet Group is seeking a Guest Service Manager for YYC (Part Time). You will lead day-of operations on the floor, ensuring safety, guest experience targets, and cost control while upholding WestJet culture and values.

You will conduct shift briefings, manage check-in, gates and baggage services, and coordinate with partners to deliver seamless service. Strong leadership, communication, and adaptability are essential for this role.

Qualifications

• 1-3 years leadership experience mentoring and motivating teams.
• 2+ years airline operational leadership in guest-focused env.
• Ability to work a 24/7/365 rotating schedule and adapt as needed.
• Proven ability to manage employee relations and frontline performance.
• Excellent multitasking, prioritization, and communication skills.
• Experience developing operational processes and best practices.
• Knowledge of HR practices, wellness and performance management.
• Strong business acumen for budgeting and targets.

Responsibilities

• Lead day-of operation on the floor to meet safety and guest KPIs.
• Coordinate check-in, gates, baggage services and priority services.
• Conduct shift briefings and promote safety and SOP adherence.
• Develop contingency plans for degraded operations and outages.
• Coach staff and perform performance conversations as needed.
• Collaborate with external partners and internal teams for smooth operations.
• Monitor KPIs and implement actions to meet targets and budgets.

Skills

Leadership

Communication skills

Multitasking under pressure

Team mentoring

Guest experience focus

Operational leadership

Tools

Sabre/DW

Microsoft Office

Teams

Job description

Guest Service Manager, YYC (Part Time)

Reporting to the Sr. Manager, Guest Experience, the Guest Service Manager (GSM) is the operational manager on the floor. GSM’s are responsible for day-of operation leadership of the team, ensuring they are supported in meeting safety objectives, operational goals, delivering on guest experience KPIs, cost control, supporting WestJet culture and values and delivery of all aspects of performance and support.

Key deliverables:

• Accountable for the successful implementation of all IROP activities that occur at the base to maximize safety and service at the lowest reasonable cost.
• Conduct shift briefings with allfront-lineemployees regarding alloperationally required information and promoting Safety, Standard Operating Procedures and Guest Experience.
• Develop strategies to efficiently manage operations within the airport. This includes check-in, gates, priority services and baggage services.
• Development of guest service processes and procedures for check in and departures and provide guidance on contingency plans for degraded modes of operations.
• Provide feedback from the Day to day operational performance of agents to identify trends and address concerns as it relates to performance, reliability and conduct.
• Ensure team compliance to WestJet and Transport Canada safety and security management standards and respond accordingly to action itemsand promoting WestJet safety standards.
• Ensure that above the wing safety audits are completed and action plans are in place for any identified trends.
• Ensure that international documentation requirements are consistentlymet,and processes are in place to guarantee accurate completion.
• Ensure that the base meets Guest Experience targets and that the team consistently maintains guest focus.
• Execute local plan for organizational objectives including Guest Satisfaction (NPS and OSAT), Operational Performance (SPOT), Cost (budget adherence), People and Culture (Development and succession planning), and Safety (TRIF) to meet quarterly and annual targets.
• Follow up on any identified service failures and implement process improvements.
• Identify strategic opportunities within the Airport community and facility that will enhance service and improve operations.
• Liaise with business partners regarding daily operations - both external (i.e., CATSA, PRM service partners, Ground Handling partners) and internal (Inflight, Flight Operations, IT).
• Monitor relevant key performance indicators and develop and implement strategies to ensure that established targets are met.
• Responsible for ensuring staff resources are in place to support operational and guest experience requirementsand provide guidance on staffing requirements.
• Roll out offront-lineinitiatives and associated change management strategies to ensure successful launches andlong-termteam compliance.
• Delivery of coaching conversations as required and participation in performance management conversations when requested.
• Work collaboratively with the employee representatives at the base to respond to employee concerns.

Experience & qualifications:

• 1-3 years leadership experience with a demonstrated ability to mentor and motivate team members using outstanding people skills.
• A minimum of 2 yearsairlineoperational leadership experience in a guest focused environment is preferred.
• Ability to work a rotating schedule 24/7/365 and adjust schedules as required for business meetings and training.
• Demonstrated experience in maintaining effective employee relations and in the management of leadership andfront-lineperformance.
• Excellent ability to multitask and handle changing priorities under extreme pressure and timelines; able to delegate tasks effectively.
• Excellent written and verbal communication skills.
• Experienced in the development and implementation of operational processes and the establishment of best practices.
• General knowledge of best human resource practices (i.wellness and performance management);
• Possess strong business acumen in order to deliver departmental plans including budget adherence.
• Proficient in PC based applications, Microsoft PowerPoint, Word, Excel, Outlook and Teams.
• Proven track record in the development of operational and performance targets.
• Strong knowledge and understanding ofSabre/DW and other Airport systems and processes.