Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The Manager, Premium Lounges is a key resource in the management of 18 Maple Leaf Lounges (MLL) located in Canada along with the Air Canada Café. The position supports the management and operational readiness of all Canadian Maple Leaf Lounge facilities, including enhancements, refurbishment & expansion of our existing MLLs as well as the end-to-end operational management of Canadian lounges.

This position may be located in Montreal or Toronto.

Responsibilities: 

• Manage lounge product as per scope, budget and guidance provided by Manager, Premium Lounges
  • Food and beverage program
  • Digital newspaper and magazine content
  • Business services
  • Washroom and shower amenities
  • Staff service standards
• Recommend innovative product ideas that will enhance the premium in-lounge customer experience and NPS, especially in support of VFR and leisure traffic
• Provide direction and resolution for any issues pertaining to the MLL
• Manage the internal and external cross-functional implementation of various lounge products and services
• Ensure consistent delivery of service level standards
• Support compliance by developing and leading an audit plan of lounge services together with internal and external stakeholders
• Ensure all lounge facilities are maintained to a high standard and champion any refurbishments, furniture replacements or facilities updates
• Support airports with all training requirements
• Provide on-site training support and coaching program to front-line staff as required to ensure proper delivery of service to our customers.
• Ensure that all Air Canada lounge information reflects Air Canada’s brand image and is accurate across all internal and external touch points

Maple Leaf Club:

• Update and oversee the MLC website as well as the back-end program management tool.
• Manage the MLC contact center and resolution process, in close collaboration with Contact Centre and the Manager Premium Lounges.
• Serve as the primary point of escalation for all MLC complaints and work with customer relations and the Manager Premium Lounges on ensuring successful resolution.

Lounge Revenues:

• Maple Leaf Club guest access, a la carte access and Aeroplan vouchers
• Manage various 1-time Maple Leaf Club access accounts, such as ancillary proposition and walk-in fees.
• Act as Air Canada lead on additional revenue accounts

Qualifications

• Minimum 5 years of airline or hotel/restaurant operations experience
• Previous lounge or airport operations experience considered a strong asset
• Strong leadership experience in vendor management
• Expert knowledge of airport and environment and operations or experience in hospitality industry operations (hotel, catering, restaurants)
• Experience and proven track record in budget and cost management
• High degree of flexibility is required
• Autonomous self-starter that can adapt quickly to change in direction and priorities
• Must be able to work concurrently on multiple projects with competing timelines
• Strong teamwork attitude, positive leadership and collaborative approach
• Experience in project management an asset
• Experience in data analysis an asset
• Must be able to travel without restrictions on short notice as needed
• Must be available as needed outside of regular business hours
• English and French a strong asset

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
  
• Mandatory Covid-19 Vaccination Required
  

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates. 

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.