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Guest Service Lead - Baggage - Jobs in Edmonton, AB

Westjet Airlines
Job LocationEdmonton, AB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Why WestJet:Every WestJet journey has the potential to enrich lives; a career with us is no exception.WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now were going global.Join us and love where you’re going.Guest Service Lead - BaggageDescription:

  • Operate as the point of contact for baggage services (IROP, HDM, CBS, QA etc.)
  • Promote safety by adhering to safety SOPs, pro-actively identifying and eliminating hazards and risks
  • Execute on any KPIs Action Plans as assigned by the Quality Advisor - Baggage or Guest Service Manager
  • Ensure Guest Service Standards and departmental procedures (Read & Sign, Safety Alerts, eLearning) are maintained and recognized by delivering recognition and coaching conversations (behavioral, attendance, SPOT, technical, uniforms) regarding all aspects of day-of observed performance
  • Ensure all duties are assigned and breaks are taken
  • Document conversations using Daily Shift Notes tool
  • Lead briefings
  • Identify opportunities for local/individual training to Guest Service Manager
  • Participate in webinars and cascade information in collaboration with the Guest Service Manager
  • Ensure the AQD/IHRs are completed and all relevant documentation gathered; includes completing report to leaders
  • Responsible for understanding the ER plan and executing, when required
  • Provide input to peak readiness plans
  • Facilitate a component of agent on-boarding, as required
Qualifications:
  • Advanced working knowledge with all Airport functions in SabreSonic, WorldTracer, Chargerback, Movement Control, WIN, etc. and execution of Guest Experience Standards
  • Must be a current baggage trained agent
  • Relief Baggage agent considered an asset
  • Minimum 2 year airport operations experience
  • Proven ability to provide a high level of guest service
  • Exceptional personal OTP and performance - Positive role model, outwardly demonstrates WestJet values
  • Demonstrated ability to deliver feedback and recognition for observed performance
  • Demonstrated ability to make operational decisions in time sensitive situations
  • Strong communication skills - both written and oral
  • An understanding of Key Performance Indicator metrics; including how adjusting shifts impacts the station labour budget
  • An understanding of the Airport Schedule and labour budget is an asset
  • Proven history of supporting new projects and initiatives
  • Demonstrated skills in MS Office applications Powerpoint, Word, Excel and Outlook
  • Proven track record in safety awareness
  • Proven track record of following and promoting the Guest Experience Standards
  • Ability to work a flexible schedule as operationally required
  • An understanding of Ground Operations is an asset
  • Additional languages are an asset
The benefits of being a WestJetter:WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
  • A fun and friendly culture with colleagues who work together to win
  • Travel privileges for you and your family, effective from your start date
  • Savings and Benefit programs that are flexible to meet your specific needs
Think we are a fit Apply now!About WestJet Group of CompaniesTogether with WestJets regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.Our Safety PromiseAt WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJets operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJets Alcohol and Drug Policy.As a federally regulated company, the WestJet group of companies is required to comply with all federal mandates. In order to be compliant with the recently-announced vaccination mandate, and to keep our guests/employees safe, all employees will be required to be fully vaccinated against Covid-19 as a condition of employment.Our Commitment to Diversity and InclusionWe embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know. We encourage all qualified candidates to apply. We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.For more information about everything WestJet, please visit WestJet.com.Quick Apply
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