Manager Guest Services

Alaska Airlines • Seatac, WA

7d • $95,450 - $143,200 • Onsite

About The Position

This role is responsible for executing on the strategy for the Customer Service Agent (CSA) workgroup at Alaska Airlines (AS) and Hawaiian Airlines (HA). As a people leader, the Manager Guest Services directs all facets of station operations and station employees and establishes priorities of all customer service functions including ticketing, baggage handling, cargo operations (weight and balance), passenger security, and reservations in a manner to ensure compliance with company service standards.

Requirements

• A minimum of 5 years of experience in guest services or customer service.
• A minimum of 2 years leadership experience.
• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
• Budget management experience.
• Analytical, with strong decision-making skills, and the ability to problem-solve.
• Willingness and ability to instruct and train staff.
• Proven ability to motivate employees and improve and enhance group dynamics.
• Proven ability to use tact in communicating with others and able to constructively resolve problems.
• Strong communication (e.g., verbal, written, and listening) and presentation skills.
• Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Detail oriented and highly organized, with ability to multi-task and work independently with limited guidance in a fast-paced environment.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Nice To Haves

• Experience in station operations, passenger service, cargo handling, or ground operations.
• Knowledge of scheduling shift work, administering bargaining unit employees, and budget controls.
• Experience managing large work groups.
• Knowledge of Alaska Airlines System Regulations, and Federal Aviation Administration (FAA) policies and procedures.

Responsibilities

• Leads team and establishes priorities of all customer service functions at the station, including ticketing, baggage handling, cargo operations (weight and balance), passenger security and reservations in a manner to ensure compliance with company service standards.
• Manages the work group to meet pre-established on-time goals and minimum accepted performance goals.
• Prepares necessary plans, budgets, and schedules.
• Oversees all station resources, such as facilities, equipment, and supplies.
• Develops people through effective performance management, ongoing feedback, focusing on delegation for stretch assignments, growing and developing the team, and time management.
• Supervises labor contract administration.
• Reviews schedule changes and provides input to the planning department.
• Implements customer service procedural or process changes.
• Measures and reports daily performance to the Director or other station leadership.
• Ensures compliance with company policies and all regulations of federal, state, and local airport authorities.
• Creates a supportive team environment where all employees feel safe.

Benefits

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Annual bonus plans
• Generous holiday and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Manager