Description
Air Canada is looking for a Cabin Crew Manager based in Toronto. This leadership role plays a key part in shaping the onboard customer experience by guiding and supporting cabin crew both on the ground and in the air. The Cabin Crew Manager will be responsible for mentoring and developing team members, fostering a culture of excellence, and ensuring the highest standards of safety and service are upheld.
Key Responsibilities:
As a Cabin Crew Manager, you will anticipate employees’ and customers’ needs and be available for them, while acting as a coach to motivate and engage our frontline ambassadors and immediate team to build a positive and high-performing group. You will be responsible for the administration and handling of disciplinary investigations and meetings with employees, including investigations of issues and labour relations matters. You will perform coach rides to achieve service consistency and act as the point of contact on focus flights, taking immediate action on controllable issues. You will serve as a subject matter expert on specific routes and as the primary liaison between employees and the company. Collaboration with the IFS training and Customer Experience team is essential to identify training areas requiring more focus, and you will provide findings and recommendations to management related to onboard service compliance, performance management, and continuous improvement. Additionally, you will manage, monitor, and coordinate various activities and processes to achieve excellence in safety and operational standards, assist in engaging frontline ambassadors with corporate image compliance before boarding and onboard, and brief departing cabin crew during onboard flight briefings by providing direction on product expectations and the corporate vision. You will also effectively communicate the rationale of company policies, procedures, and products on board and during layovers, acting as a direct liaison between frontline ambassadors and the Customer Experience Team. Moreover, you will assist with irregular operations, STOC operations, and any other operational contingencies set by airports, government regulators, and Air Canada.
Requirements
The successful candidate must possess at least a high school diploma, with fluency in English and French considered a quantifiable asset, especially if they are a route language. Prior experience in the airline or hospitality industry is an asset, along with experience in leading, motivating, and coaching. The candidate must successfully complete the Flight Attendant training program and maintain all necessary qualifications. They must be highly adaptable and flexible to support a 24/7 operation, able to work shifts and adjust to schedule changes. Excellent interpersonal, conflict resolution, and communication skills—both written and verbal—are required, as well as intercultural competence and consciousness. Strong organizational skills and the ability to create and execute a vision are essential. The candidate must demonstrate strong customer focus, analytical and creative skills, knowledge of safety and service standards, labor relations, and competitive awareness. Being detail-oriented, meeting deadlines, performing under pressure, and achieving multiple objectives are also important, along with punctuality and dependability to support overall team success in a fast-paced environment.
