Guest Operations Specialist

Alaska Airlines

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 Guest Operations Specialist plays a critical part in keeping guests informed with accurate and timely information. From alerting guests to congestion in and around the airport, IT disruptions, bag belt outages, catering mishaps, reasons for delays, or sharing the next steps during a diversion, your mission is to understand the travel challenge the guest is facing and the questions they may have and provide timely, relevant, clear, correct and meaningful messaging to help them navigate the challenge.

To do this, you will monitor operational technologies and activity in the Network Operations Center (NOC) and assimilate multiple additional sources of information to determine where and when to engage to improve the guest experience with flawless day‑of‑travel communications. You will often be handling more than one flight disruption at a time, so attention to detail is critical.

Excellence in this role is proven by the creation of accurate, well‑written, empathetic guest communications that provide value to the guest experience. You will also demonstrate punctuality, proactive identification of potential flight issues, teamwork, and adherence to communication guidelines. Your actions will have a direct and measurable impact on our guest satisfaction scores, which are our company‑wide benchmark.

• Create, edit, proofread, and send timely, consistent, relevant, and clear communications using templates, as well as develop custom messages for different flight situations to meet the needs of guests and frontline teammates.
• Following the communications guidelines, consider customer needs and expectations in challenging situations by drawing from past examples and thinking creatively.
• Maintain the Company's image, goodwill, and profitability when creating a communications plan.
• Document all actions in a daily log for tracking productivity.
• Provide superior internal customer service to Guest Experience team members and help them resolve or find information to resolve customer issues.
• Quickly pivot and re‑prioritize daily duties when dynamic situations arise.
• Foster good relations, team morale, and collaboration by engaging peers and other stakeholders, including stations, catering, baggage, Social Care, Customer Care, Reservations, and more.
• Assist with various Guest Incident Team needs and participate in major brand events as required.
• May be asked to participate in emergency or incident response teams as part of on‑call duties.
• Monitor operational tools for issues and irregular operations that may negatively affect guests.
• Advocate for the guest experience within the NOC to ensure guest and operational impacts are considered.
• Make informed decisions and apply business communications rules to changing situations based on operational needs and impact on guests.
• Document and process guest experience, communication, and compensation information for coordination with other departments.
• Provide reporting on operational activity, incidents, and trends.

• 2 years of communications experience (journalism, marketing, public relations)
• Experience with drafting, editing and proofreading.
• Excellent…