Director Guest Service Jobs in Renton, WA (NOW HIRING)

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. 

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.

• 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.

Required

• 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.

Preferred

• 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.

Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

Pay will be based on multiple factors, including and not limited to location, relevant 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
• 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.