Company

Alaska Airlines

Role Summary

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.

Key Duties

• 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.

Job-Specific Experience, Education & Skills

Required

• 2 years of communications experience (journalism, marketing, public relations).
• Experience with drafting, editing and proofreading.
• Excellent communication (e.g., verbal, written, and listening), situational awareness and interpersonal skills.
• Proficiency with Microsoft Office applications (e.g., Word, Excel. PowerPoint, and Outlook).
• Ability to organize, prioritize and multitask to solve complex administrative challenges.
• Ability to navigate diverse challenges while resolving customer concerns.
• Ability to work on location in Seattle within Network Operations Control (NOC) at The Hub building.
• Ability and willingness to work shifts, weekends and holidays as needed.
• Ability and willingness to be on-call.
• Ability to communicate in English.
• High school diploma or equivalent

• Minimum age of 18.

• Must be authorized to work in the U.S

Preferred

• 3 years of airline experience.
• Subject matter expertise on Alaska Service Framework and how to apply it appropriately.
• Experience with Sabre/IMAGE and computer experience (data entry).

Job-Specific Leadership Expectations

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

Starting Rate

USD $37.28/Hr.

Bonus

Total Rewards

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
• Quarterly and 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.

Regulatory Information

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. 

Apply by 7:00 PM Pacific Time on

12/3/2025

FLSA Status

Non-Exempt

Employment Type

Full-Time

Regular/Temporary

Regular

Requisition Type

Frontline

Location

Seattle - Hub

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