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Premium Service Manager - Montreal -

Location: DORVAL, QC, Canada
Posting Start Date: Feb 13, 2019
Posting End Date: Feb 20, 2019


Job Description


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.


The Premium Service Manager (PSM) reports directly to the General Manager, Airport Customer Experience and indirectly to station management. The PSM is responsible for overseeing the Premium Agent and Concierge at their respective station in order to meet station and branch objectives.

  • Adhere to and sustain our Flight Path and Premium Service Standards, be a Brand Ambassador;
  • Ensure Service Excellence at all Premium customer touchpoints (Priority Check-In; Maple Leaf Lounges; Gates; Security and any area under the airport authority and any other applicable third-party agencies);
  • Responsible for operational safety, a satisfying work environment, improved quality of Premium customer experience and compliance to the Official Languages Act;
  • Develop and maintain positive relationships with a network of contacts and resources;
  • Coach, develop & audit our Premium Agents to ensure adherence to our Premium Service Standards;
  • Provide timely and specific feedback to our Premium Agents regarding audits performed;
  • Be an ambassador for change;
  • Listen actively and address employee concerns and questions;
  • Participate in the welcoming and onboarding of new Premium Agents;
  • Respect the Uniform & Grooming Guide and ensure Premium Agents do the same;
  • Recognize & celebrate desired behaviours, both individual and team efforts, by using Air Canada tools (ie.: Shine, Yammer, etc.);
  • Influence & nurture a sense of ownership with our Premium Agents, so that they feel empowered to use their judgment and experience to make sound decisions;
  • Liaise with our Concierge Team to ensure a seamless travel experience for our Super Elite and VIP customers;
  • Manage Premium Agent’s performance including applying disciplinary actions, if required;
  • Work closely with other operational teams to manage cross-utilization of all resources, if necessary;
  • Oversee break schedules and overtime to best achieve operational requirements;
  • Respect the Collective Agreement and work closely with our local union representatives;
  • Monitor irregular operations and determine recovery to best assist our Premium customers;
  • Complete Disruptive Passenger Reports, Accident/Incident Reports, and any other safety/security documentation as required;
  • Lead local initiatives for process & performance improvements, as assigned.


  •  Exceptional and proven customer service mindset;
  • Professional demeanor displayed always;
  • Excellent problem-solving skills and attentiveness to detail;
  • Ability to work under pressure, handle stressful situations and maintain flexibility;
  • Ability to respond quickly to situations and seize opportunities;
  • Ability to influence parties to agree on mutually acceptable solutions in the context of conflict;
  • Strong knowledge and expertise in AC safety and service standards as well as labor relations;
  • Exhibit leadership qualities which elicit trust in employees and demonstrate leadership judgment;
  • Excellent attendance record;
  • Knowledge of Microsoft Suite (Outlook, Word, Excel) & AC applications (QIK, Res III, EAS) considered an asset;
  • Bilingual in both official languages an asset;
  • Fluency in other languages an asset;
  • Knowledge of Air Canada products an asset.


Bilingual (English and French)
Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.


As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.


Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.