Director Guest Services

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you. 

The Director, Station Guest Services leads and drives a safe, reliable operation while maintaining the highest standards in guest services at Alaska Airlines (AS) and Hawaiian Airlines (HA). This role implements operational plans to ensure the station meets performance objectives and compliance guidelines. As a people leader, this role is responsible for promoting a culture of continuous improvement while liaising with other operational teams to ensure effective alignment and best practices across the station.

• Establish strategic operational goals and direction for a team of customer service agents and management employees.
• Proactively influence operational outcomes, set strategy, and develop and monitor action plans related to customer service expectations, operational performance metrics, and safety and compliance requirements.
• Set the strategy to drive the annual employee survey action plans to build trust and cultivate a positive work environment.
• Collaborate with Airport Policy and Procedures and AOCS Training and Development teams to ensure consistent training delivery and adherence to company policy while supporting the demands of a complex hub.
• Cultivate good working relationships with union representatives within the station and partner on addressing concerns, ensuring consistent adherence to the collective bargaining agreement associated with the employee in all facets.
• Facilitate varied experiences, succession planning, and career progression of management staff through the identification of career development opportunities, developmental assignments, and formal/informal training opportunities.
• Develop people through effective performance management and ongoing feedback, focusing on delegation for stretch assignments, growing and developing the team for capacity and growth, looking at performance across the team, and time management.
• Partner with the Station Administration team to support the labor contract, including Problem Resolution Management (PRM) process, discipline, and first-step grievance issue resolution.
• Act as a liaison between operational and administrative workgroups within the Station to ensure operational, administrative, and employee engagement goals are continually tracked and achieved.

Required

• A minimum of 8 years of experience in administration, human resources, operations, or a related field.
• A minimum of 5 years of leadership experience, with at least 2 of those years directly leading people.
• A bachelor’s degree or an additional 2 years of relevant training experience in lieu of this degree.
• Excellent written/verbal communication and presentation skills.
• Detail-oriented and highly organized, with the ability to multi-task and work independently with limited guidance in a fast-paced environment.
• A demonstrated ability to lead with a high-performance culture mindset with a focus on practical solutions and efficiency with a predisposition towards managing outcomes versus explaining variances.
• A demonstrated ability to effectively collaborate at all levels of the organization.
• Must be a self-starter, willingly take the initiative, accept responsibility, and be comfortable with ambiguity.
• A proactive, enthusiastic, and creative demeanor and a willingness to try new approaches.
• Scheduling flexibility and the ability to work after normal business hours and on the weekends.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Demonstrated ability to quickly scope situations, develop an accurate understanding of risks, and develop plans responsive to those risks.
• Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company with others in the organization and key external business partners.

• Embody our values to own safety, do the right thing, be caring and kind, and deliver performance. 
• Active listener who values differing perspectives and fosters a safe environment.

The pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including and not limited to location, your relevant experience/level, experience level, and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Note: We don't typically hire at the top of the range. 

Alaska Airlines, Hawaiian Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air with high priority status 
• Select number of confirmed travel credits provided annually 
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Annual bonus plans
• Generous holiday and paid time off 

For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.

Important notification for employees working at an airport or maintenance hangar: Employees will be required to obtain a SIDA badge provided by the airport authority and maintain good standing in order to keep their SIDA badge. Review the SIDA Badge Requirements document for a comprehensive overview. If an employee does not qualify for a SIDA badge or has their SIDA badge pulled from them, the employee will be terminated. 

Equal Employment Opportunity Policy Statement  
It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.   

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.  

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”).  All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.   

To implement this policy, we will: 

(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories; 

(2) Ensure that employment decisions are based only on valid job requirements; and 

(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories. 

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions  of VEVRAA. 

Government Contractor & Department of Transportation (DOT) Regulations 
Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.