Guest Operations Specialist 2
$38.40/hr
Junior
Bachelor's
SeaTac, WA, USA
In Person
Growth & MarketingPR & Communications
About the job
Requirements
- Two years of experience in operations, communications, customer experience, or a related area.
- Experience working in real-time or high-pressure decision-making environments.
- Strong written communication skills with close attention to tone, clarity, accuracy, and brand alignment.
- Ability to balance multiple priorities and make fast, informed decisions in ambiguous or evolving conditions.
- Proven ability to collaborate and influence without formal authority.
- Strong operational judgment, curiosity, and critical thinking.
- High school diploma or equivalent.
- Minimum age of 18.
- Must be authorized to work in the United States.
Responsibilities
- Lead and execute day-of-travel guest messaging strategy during live operations by drafting, approving, and aligning communications across SMS, email, app, and other guest-facing channels; ensure messaging is clear, consistent, timely, brand-aligned, and responsive to evolving operational conditions.
- Make high-impact, time-sensitive decisions on communication timing, cadence, channel strategy, compensation or service recovery approach, and copy while balancing guest experience, operational constraints, regulatory requirements, and airline brand standards.
- Gather and share decision-impacting information from cross-functional partners and stakeholders to support aligned execution.
- Serve as the primary escalation point for complex, high-risk, or brand-impacting guest communication scenarios during irregular operations, major events, and other time-sensitive situations.
- Partner with and support Guest Operations Specialists in daily execution by providing guidance on messaging decisions, priorities, tools, standards, tone, and guest-centric decision-making.
- Follow established procedures, playbooks, and regulatory requirements, with additional research and judgment as needed, to determine appropriate guest communication responses and ensure alignment with Department of Transportation, EU261, and other applicable obligations.
- Provide input on ways to improve team processes by identifying opportunities to increase the speed, clarity, consistency, and effectiveness of guest communications, templates, systems, and playbooks.
- Contribute insights from live operations, post-event reviews, and operational learnings to support continuous improvement of systems, processes, and communication strategies.
Desired Qualifications
- Airline, Network Operations Center, or irregular operations experience.
- Experience with multi-channel guest or customer communications, including SMS, email, mobile app, or similar channels.
- Bachelor's degree in Communications, Journalism, English, or a related field.
- Familiarity with Sabre, Airship, or similar operational and communication platforms.
About the company
Alaska Air Group runs passenger and cargo airlines serving travelers and businesses across North America and the Pacific. Its Alaska Airlines and Hawaiian Airlines brands connect mainland routes with service to and within Hawaii, while Horizon Air flies regional routes that feed the wider network. The group sells tickets and optional travel services, carries freight in passenger aircraft and dedicated freighters, and operates cargo aircraft for Amazon under a service contract. Its McGee Air Services subsidiary handles ground operations, adding airport support to the airline business. The parent company was formed in 1985 and is headquartered in Seattle, Washington.
Company Size
10,001+
Company Stage
N/A
Total Funding
N/A
Headquarters
Seattle, WA
Founded
1985
Simplify's Take
What believers are saying
- Horizon pays from training: flight attendants become employees before their four-week Portland course begins.
- Airline staff shared rewards: Alaska, Hawaiian and Horizon announced nearly three weeks of bonus pay in February 2026.
- Fleet investment supports expansion: Alaska announced orders for 105 narrowbody and five widebody aircraft in January 2026.
What critics are saying
- Alaska flight attendants fund an unpaid start: six-week Seattle training includes a $40 daily allowance, accommodation and transportation.
- Fuel costs face regional pressure: Alaska buys primarily against West Coast and Singapore prices, where refining margins affect costs.
- Horizon transfers require captain experience: Alaska Pathways class eligibility needs 1,000 pilot-in-command hours at Horizon.
What makes Alaska Air Group unique
- Loyalty extends beyond flights: Alaska pairs Atmos Rewards with three Bank of America credit cards.
- Horizon funds pilot progression: selected trainees receive $12,500 in staged stipends tied to licenses and enrollment milestones.
- True North targets college pilots: selected partner-school students receive reimbursement for up to 80% of flight lab fees.
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