Manager Guest Services

Company
Alaska Airlines
The Team
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.
Role Summary
This role is responsible for executing on the strategy for the Customer Service Agent (CSA) workgroup at Alaska Airlines (AS). 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.
Key Duties

• 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 work group to meet pre-established on-time goals and minimum accepted performance goals.
• Prepares necessary plans, budgets, and schedules.
• Represents Alaska Airlines in the community through public relations activities.
• 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 planning department.
• Implements customer service procedural or process changes.
• Measures and reports daily performance to the General Manager or Director.
• Ensures compliance with company policies and all regulations of federal, state, and local airport authorities.

Job-Specific Experience, Education & Skills
Required

• A minimum of 5 years' 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).
• Detailed 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 is required.
• 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 FAA policies and procedures.

Airport SIDA Badge Requirements
Important update for non-crew 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.
Job-Specific Leadership Expectations
Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
Salary Range
$86,400 - $134,000 / year
Salary Details
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/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.
Total Rewards
Alaska 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 & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.
FLSA Status
Exempt
Employment Type
Full-Time
Regular/Temporary
Regular
Requisition Type
Management
Apply by 7:00 PM Pacific Time on
5/19/2023
Location
Anchorage
Equal Employment Opportunity
We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.
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