Guest services manager Jobs in Honolulu, HI

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Alaska Airlines Guest Insights Research Program Manager Honolulu , Hawaii Apply Now

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

Alaska Airlines is looking for a talented and experienced Guest Insights Research Manager to join the Guest Research & Insights team. This person will be responsible for a Hawaiian Airlines post-flight guest experience survey as well as custom studies, including vendor management, program oversight and analysis, and recommendations that assess our performance from a brand, customer, and product perspective. The individual contributor role will lead, facilitate and leverage guest tracking research to assess opportunities and risks, deliver actionable guest insights, and identify recommendations and potential solutions. This role demands a service-oriented, intellectually curious individual who is skilled at presenting complex metrics in an accessible format to a diverse audience of stakeholders.

Key Duties

Manages guest research projects, including identifying market research objectives, designing research methodology, identifying and managing vendors, developing questionnaires and guidelines, implementing and analyzing research, deriving actionable insights and reporting on findings.

Collaborates with and provides insights and recommendations to business leaders and other business owners to solve complex challenges facing the company by leveraging existing tracking research, data analysis, and reporting.

Manages relationships with suppliers and research agencies and identifies potential suppliers to meet changing research needs.

Generates and maintains regular reports, scorecards, and dashboards. Gather various data points from multiple data sources. Creates and designs new reports, dashboards, and measurements methods.

Promotes the guest insights function by seeking out opportunities to apply existing tracking data to business problems.

Creates, manages, and maintains documentation and repositories for analytical information, training documentation, implementation documents and critical internal process documents.

Conducts ad-hoc analysis and reporting as needed.

Stays current and informed on latest research methodologies, both traditional and emerging, and continually evolves Alaska and Hawaiian Airlines guest research capabilities.

Contributes to the development of best practices for projects involving guest research and insights.

Performs other duties as assigned.

Job-Specific Experience, Education & Skills

Required

A minimum of 7 years of experience leading consumer research, such as developing consumer research strategies, leading major research projects with significant experience in continuous tracking, transactional satisfaction, relationship satisfaction, brand health, ad campaign, and related budgets.

A minimum of 7 years of strong analytic, quantitative, qualitative and data interpretation skills.

A Bachelor of Arts or a Bachelor of Science degree, preferably with a focus in business administration, marketing, analytics, psychology, sociology, anthropology or an additional two years of relevant training / experience in lieu of this degree.

Demonstrated experience managing and leveraging tracking studies, data analytics, generating data-based insights.

Experience and success engaging stakeholders, including influence management.

Experience successfully managing vendors as strategic partners.

Proven ability to turn data into compelling stories and insights that drive clear business actions and outcomes.

Advanced proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).

Proficiency with data analytics tools (Survey Reporter, SPSS).

Excellent verbal and written communication skills.

Excellent problem-solving skills and attention to detail.

Proven ability to work independently, be self-motivated with a high degree of intellectual curiosity.

Ability to interact with business leaders and provide insights and recommendations, and collaborate to solve complex challenges facing the company.

Ability to prioritize and multi-task in a dynamic environment.

High school diploma or equivalent.

Minimum age of 18.

Must be authorized to work in the U.S.

Preferred

A Master of Business Administration degree or a master’s degree in a related field.

Experience using Tableau or other platforms to create data visualization dashboards and reports.

Strong preference will be given to candidates with experience using Qualtrics to collect, analyze, and report data, including dashboard development.

Experience analyzing consumer feedback, particularly qualitative.

Experience using sentiment analysis tools, including text analytics and voice analytics.

Airline industry or travel / hospitality knowledge.

Ability to drive new and innovative work methods.

Job-Specific Leadership Expectations

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

Salary Range

109,450 - $164,200 / year

120,395 - $180,620

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.

Note : We don’t typically hire at the top of the range.

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

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.

Apply by 7 : 00 PM Pacific Time on 5 / 15 / 2025

Employment Type Full-Time

FLSA Status Exempt

Regular / Temporary Regular

Requisition ID 2025-14423

Regulatory Information

Equal Employment Opportunity Policy Statement

It is the policy of Alaska 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 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 & 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 / Horizon Air and any employment offer will be withdrawn.

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