Station Supervisor - Porter Airlines Inc.

Job Summary:

The Station Supervisor is a uniformed member of the Airport Operations leadership team and is responsible for Porter’s safe aircraft turn performance, passenger service experience, ground handling, and team member experience within the station. The station supervisor works collaboratively with the carrier's designated ground handler to ensure a safe, on-time and positive customer experience.  As part of a rotating schedule, the Station Supervisor provides leadership to the Station, together with the Regional Manager and Turn Controller seven days a week.

 

The Station Supervisor is responsible for the consistent execution of defined safety, operational, passenger service, and ground handling standards. The Station Supervisor identifies and eliminates  barriers to reduce station-controllable delays by working cross-functionally with our Ground Handling partners to minimize both system controllable and uncontrollable delays. In partnership with the Ground Handler the Station Supervisor works diligently to achieve a safe and incident-free operation. Regularly engages with team members and partners to foster their commitment to Porter’s success. Constantly seeks ways to drive operational efficiency while supporting team members 

     

The Station Supervisor is responsible for building and sustaining a high-performance culture of collaboration, commitment to service and operational reliability throughout the station, with significant focus on actively developing the internal and external teams ability to safely and consistently achieve our turn targets and provide exceptional customer service. 

 

The highest value activity performed by the Airport Operations team is the Turn. To achieve the mandates above, the Station Supervisor’s primary focus should be at the gate to support the team as they execute the turn.

 

The Station Leadership Team’s schedule is assigned in a manner to provide seven day a week coverage with hours targeted at peak operational periods.  

Duties & Responsibilities:

• Oversee and provide support to the operation

• Identifies and eliminates barriers that interfere with the station’s ability to properly execute the turn.  Examples include
• Ensuring there are appropriate staffing levels in line with the contract and take                   actions to correct if deficiencies exist.
• Ensuring that the necessary equipment required for the operation is available and serviceable
• Ensuring cross-functional alignment between various departments to enable a seamless operation. 
• Observe and direct the customer service experience, passenger interactions at the check-in counter, departure gates and arrivals/baggage to ensure customer service is aligned with Porter’s standards and values
• Ensure that the appearance of Porter dedicated staff at the airport corresponds to Porter standard
• Answer questions and provide guidance to the ground handling team on the flow of turn,operating standards, and best practices
• Foster initiative and the efficient coordination and flow of manpower to ensure that the station operates reliably
• Engage with the station operation to promote operational decision-making, critical thinking, adherence to standards, and problem solving
• Proactively ensures that all required aspects of the turn are in position to achieve an on time departure including: briefings, manpower, equipment, regulatory signage, grooming,  fueler, catering, and supplies
• Communicates and collaborates with other operating departments such as Crew, SOCC, MOC, local AME’s, Station Support and Customer SupportDesk
• Maintains and updates station contact lists and system access to ensure ground handler staff have access to the applicable Porter systems
• Ensures ground handler participation in daily operational update meetings
• Ensures ground handler compliance with baggage procedures including: scanning and use of the baggage reconciliation system, rush bags, mobility aids, bag pulls, deliveries, communication with passengers, completing/updating WorldTracer and Google forms
• Directs the ground handler during Irops and oversales/overbookings to mitigate the impact and recover quickly.
• Care and upkeep of Porter assets - eg. scanners, computers, ballast mats, shoring boards/straps, tow bars.
• Maintaining station information current  in the operations control system (eg. delay coding, gate information, contact details)
• Ensures that Porter’s service offering, including the change of experience to Porter Reserve for selected customers, is consistently applied.
• Identify items to be addressed and provide feedback and observations to AO Leadership via email, google form and meetings
• Conducts regular after action reviews with the station following observations to ascertain what went well and should be reinforced/repeated and the causes of  operational and service misses so it can be corrected going forward. Trending causes of misses should be raised with AO Leadership to be addressed as part of our continuous improvement approach to operations in our contracted stations
• Ensure that Porter product and safety philosophy and core values are known and implemented by all staff.
• Assist in the training of team members and leads.
• Conduct audits in conjunction with Airports QA to ensure compliance with safety, reliability, service, and regulatory standards and guidelines
• Ensure the safe operation of the Station. Monitor and enforce compliance with safety protocols. Advise Leadership or escalate immediately when protocols are not followed.
• Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy.

• Actively works to maintain healthy Team Member Engagement levels.
• Model behaviours consistent with Our:Values and Porter’s Respect and Dignity Policy.  Ensure all Team Members follow this example.
• Develops and maintains a climate that attracts, retains, and motivates top talent.
• Assist in the training of Team Members and Leads.

 

Behavioural Competencies:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

• Teamwork: Working collaboratively with others to achieve organizational goals.

• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

• 5 years airline experience in either customer service or ramp.  If experienced in only one of these areas, must learn the other within three months of joining Porter in order to provide the station with proper supervision.
• 2 years of leadership experience.
• Able to obtain and hold all required security clearances, airport passes and customs clearances
• College diploma or equivalent experience.
• Able to effectively plan and manage resources, both people and time.
• Able to work irregular hours.
• Able to lead under pressure.
• Strong leadership and communication skills.

 

Company Description: