Director Station Guest Services
About The Position
The Director, Station Guest Services leads a safe and reliable operation while maintaining high standards of guest service at Alaska Airlines and Hawaiian Airlines. The role implements operational plans to meet station performance objectives and compliance guidelines. As a people leader, the Director promotes continuous improvement and works with other operational teams to support alignment and best practices across the station. The position sets strategic direction for customer service agents and management employees, monitors action plans and performance, and supports employee engagement, training, labor relations, succession planning, and career development. It also connects operational and administrative workgroups to help achieve station goals.
Requirements
- At least 8 years of experience in administration, human resources, operations, or a related field.
- At least 5 years of leadership experience, including at least 2 years directly leading people.
- Bachelor’s degree, or an additional 2 years of relevant training experience in lieu of the degree.
- Excellent written and verbal communication and presentation skills.
- Detail-oriented and highly organized, with the ability to multitask and work independently with limited guidance in a fast-paced environment.
- Demonstrated ability to lead with a high-performance culture mindset, focusing on practical solutions and efficiency and managing outcomes.
- Demonstrated ability to collaborate effectively at all levels of an organization.
- Self-starter who takes initiative, accepts responsibility, and is comfortable with ambiguity.
- Proactive, enthusiastic, and creative demeanor, with a willingness to try new approaches.
- Scheduling flexibility and ability to work after normal business hours and on weekends.
- High school diploma or equivalent.
- At least 18 years of age.
- Authorized to work in the United States.
Nice To Haves
- Ability to quickly assess situations, understand risks, and develop responsive plans.
- Strong interpersonal skills and ability to build collaborative relationships that drive outcomes in the best interest of the company with internal colleagues and external business partners.
Responsibilities
- Establish strategic operational goals and direction for customer service agents and management employees.
- Set strategy and develop and monitor action plans for guest service expectations, operational performance metrics, safety, and compliance.
- Drive 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 support consistent training delivery and adherence to company policy in a complex hub.
- Build working relationships with station union representatives and address concerns while ensuring adherence to applicable collective bargaining agreements.
- Support management staff development through succession planning, career development opportunities, developmental assignments, and formal and informal training.
- Develop employees through performance management, ongoing feedback, delegation of stretch assignments, and attention to team capacity, performance, and time management.
- Partner with Station Administration to support the labor contract, including the Problem Resolution Management process, discipline, and first-step grievance resolution.
- Liaise between operational and administrative workgroups to track and achieve operational, administrative, and employee engagement goals.
Benefits
- Free standby travel privileges on Alaska Airlines, Hawaiian Airlines, and Horizon Air with high-priority status.
- Annual confirmed travel credits.
- Medical, dental, and vision benefits.
- 401(k) match program.
- Annual bonus plans.
- Holiday pay and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Director
