Customer/Guest Experience Specialist IV
Spectraforce
Seatac, Washington
2 months ago
Job Description
Job Title: Customer/Guest Experience Specialist IV
Duration: 09 Months
Location: SeaTac, WA
Overview: Airlines is seeking a dynamic and experienced contractor to join our team for a 9-month period. This role will focus on enhancing the guest experience in preparation for our inaugural international service from Seattle (SEA) to Tokyo (NRT) and Seoul (ICN), operated by Airlines. The successful candidate will play a crucial role in ensuring a seamless and exceptional experience for our guests, while managing the complexities of brand integration and operational coordination.
Key Responsibilities:
• Guest Experience Enhancement:
Qualifications:
• Bachelor's degree in Hospitality, Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in guest experience management, preferably in the airline or travel industry.
• Proven track record of successfully managing brand integration and enhancing customer experiences.
• Strong project management skills with the ability to handle multiple tasks and deadlines.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams and external partners.
• Willingness to travel as required.
Preferred Qualifications:
• Experience with international airline operations.
• Familiarity with Japanese and Korean cultures and languages.
• Certification in project management (PMP or similar).
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $60.00/hr.
Duration: 09 Months
Location: SeaTac, WA
Overview: Airlines is seeking a dynamic and experienced contractor to join our team for a 9-month period. This role will focus on enhancing the guest experience in preparation for our inaugural international service from Seattle (SEA) to Tokyo (NRT) and Seoul (ICN), operated by Airlines. The successful candidate will play a crucial role in ensuring a seamless and exceptional experience for our guests, while managing the complexities of brand integration and operational coordination.
Key Responsibilities:
• Guest Experience Enhancement:
- Develop and implement strategies to elevate the guest facing experience for Airlines’ new international routes operated by Airlines in Seattle
- Oversee and direct process mapping for the end-to-end guest experience journey to identify points of improvement and propose solutions based on these findings
- Collaborate with cross-functional teams to ensure all guest touchpoints meet Airlines' high standards of service.
- Conduct guest feedback analysis to identify areas for improvement and implement actionable solutions.
- Work closely with the marketing and branding teams to ensure consistent brand messaging and experience across all platforms.
- Coordinate with Hawaiian Airlines to align brand standards and integrate services seamlessly.
- Develop training materials and conduct workshops for frontline staff to ensure brand consistency.
- Liaise with Hawaiian Airlines and other stakeholders to ensure smooth operational integration.
- Address and resolve any operational challenges that may impact the guest experience.
- Monitor and report on the progress of guest experience initiatives, providing regular updates to senior management.
- Manage the timeline and deliverables for guest experience enhancement projects.
- Ensure all projects are completed on time, within scope, and within budget.
- Prepare detailed project reports and presentations for internal and external stakeholders.
- Prepare weekly reporting updates for internal stakeholders
Qualifications:
• Bachelor's degree in Hospitality, Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in guest experience management, preferably in the airline or travel industry.
• Proven track record of successfully managing brand integration and enhancing customer experiences.
• Strong project management skills with the ability to handle multiple tasks and deadlines.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams and external partners.
• Willingness to travel as required.
Preferred Qualifications:
• Experience with international airline operations.
• Familiarity with Japanese and Korean cultures and languages.
• Certification in project management (PMP or similar).
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $60.00/hr.