Supervisor, Guest Experience

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone. Passenger Experience is an integral part of YVR, delivering service excellence, operational expertise and ensuring every guest arriving, departing or connecting through YVR has a welcoming experience.

Position overview 

Are you passionate for service and helping others? Are you keen to take a leadership role to provide a smooth and efficient passenger process?

We have a permanent, full-time opportunity for a Supervisor, Guest Experience in the Passenger Experience department. Reporting to the Manager, Guest Experience, the successful candidate will be accountable for the daily leadership, coaching and oversight for our front-line Guest Experience team, with the responsibility of providing an exceptional and effortless travel experience for all our guests. This action-oriented leadership role involves supporting Guest Experience team members in their work, working closely with government agencies and air carrier partners, as well as effectively handling complex passenger concerns.

Key responsibilities include:

• Daily leadership of more than 35 Guest Experience team members on shift, providing exceptional communication, in-the-moment feedback, on-the-floor training, as well as coaching to motivate and support the team in delivering exceptional service.
• Deliver exceptional hospitality consistently to our guests and accountable for the day-of operation and delivery of the Guest Experience program.
• Responsible for liaising with various internal and external stakeholder groups to review and coordinate guest experience operational support as well as act as a conduit between Guest Experience management, program team and the front-line teams.
• Collaborate with key operational teams and agency partners to coordinate frontline staff in supporting and/or resolving operational issues and irregular operations.
• Understand and interpret data to anticipate day-of resource and program needs. 
• Responsible for de-escalating passenger concerns and identifying guest service recovery opportunities.
• Lead the delivery of YVR’s VIP Office of Protocol program and oversee the day-to-day operations of the Lost and Found program.

Key qualifications include:

• At least two (2) years recent, related experience supplemented by one to two years of post-secondary schooling in business management, hospitality or airport management; or an equivalent combination of training and experience
• Strong, proven leadership skills with the ability to coach, train, and provide feedback to ensure positive team morale. This includes proven experience supervising a team in a dynamic, fast-paced operational environment.
• Has the expertise in proactive customer service including effectively and successfully de-escalating and resolving complaints.
• Ability to perform physical tasks, including extended periods of walking, standing, and occasional lifting, pulling, or moving of heavy objects such as carts or stanchions.
• Proficient with computers and technology, with a base level of competency equivalent to working in an office environment, including familiarity with laptops and common software applications.
• Other skills and requirements include:
  • An authentic leader who can supervise, coach, support, mentor and communicate effectively with a large, diverse team 
  • Guest-first mindset with an optimistic, can-do attitude
  • Ability to deliver exceptional hospitality to our guests
  • Ability to handle challenging situations, prioritize and problem-solve quickly with minimal information
  • Good analytical skills with the ability to understand, assess and anticipate operational needs and resources
  • Strong command of English, both in written and verbal communications
  • Fluency in another language, preferably French, is considered an asset

Shift work is required as the department operates on a 24-hour, 7 days/week basis.

This position is open to Vancouver Airport Authority employees and external applicants. Previous job performance will be taken into consideration for all internal candidates that apply for this position.

As part of our recruitment process, short-listed candidates may be required to participate in an assessment process.

Note: Applications are screened accordingly, and shortlisted candidates will be added to our eligibility list for current and future openings.

Salary Range : $69,541 to $90,886 per annum, based on 37.5-hour work week. This is individually tailored to reflect your unique experience, qualifications and internal equity.

At YVR, your work experience goes beyond the paycheck. We support your personal and professional development, well-being, and a thriving work culture with generous vacation days, extensive health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning opportunities. Learn more at https://careers.yvr.ca/benefits.

YVR is more than just an airport. We connect our beautiful province and all it has to offer to the world. We are all leaders and trailblazers for change and innovation, so no matter the department or team you’re a part of, the work you do matters.

At YVR, we are flexible in everything we do. We will work together to find ways to deliver customer excellence that helps us all thrive.

Whatever your background and wherever you’re from, you belong at YVR. If you have any questions about accessibility or require any assistance applying, please reach out at careers@yvr.ca.