Guest Recovery Analyst

2 weeks ago


Dania Beach, Florida, United States Spirit Airlines Full time

Overview:

At Spirit Airlines, we are dedicated to providing exceptional value in air travel and aspire to be the leading airline globally. We pride ourselves on offering customizable travel solutions, enabling our Guests to explore a multitude of destinations across the U.S., Latin America, and the Caribbean. Imagine contributing to an organization that is expanding its fleet with hundreds of new aircraft.

  • Recognized Excellence: Spirit Airlines has been acknowledged by LinkedIn as a Top Company in the Travel & Hospitality sector. Our ongoing growth presents endless career opportunities, allowing Team Members to rapidly advance their careers while acquiring essential skills for long-term success.
  • Commitment to Community: We are passionate about fostering positive change in the communities where we operate. This commitment is reflected in our Corporate Social Responsibility initiatives and the Spirit Airlines Charitable Foundation.
  • Embrace Individuality: We encourage our Team Members to express their authentic selves at work, contributing to our collective success. Our commitment to Diversity, Equity, Inclusion, and Belonging strengthens our Spirit Family, making it more resilient and dynamic.
  • Explore the World: We offer competitive salaries along with comprehensive health and welfare benefits, including travel perks for you and your family.
Key Responsibilities:

Independently manage operational recovery plans across the network to assist every Guest affected by irregular operations. Support Guest Services teams by delivering clear communication, guidance, and instructions during these events. Innovate solutions across various departments to ensure effective guest service recovery while adhering to company policies.

  • Effective Communication: Ensure timely and clear communication among departments and management levels.
  • Centralized Guest Recovery: Develop and implement cost-effective recovery strategies utilizing all available resources to assist every Guest impacted by irregular operations.
  • Guest Interaction: Proactively re-accommodate guests facing irregularities by providing new flight itineraries and automated amenity vouchers through Spirit's Recovery applications.
  • Solution-Oriented Approach: Assess situations swiftly and make informed decisions that balance the needs of both the Guest and the business. Anticipate potential recovery needs for stations and affected Guests.
  • Regulatory Compliance: Ensure adherence to DOT regulations by managing and updating various departments regarding tarmac delays and their causes.
  • System-Wide Support: Offer technical solutions and insights across departments by maintaining expertise in systems and procedures.
  • Team Engagement: Collaborate with all levels of company personnel to support various departments and stations.
  • Emergency Preparedness: Assist in emergency response readiness by compiling flight manifests and participating in Manifest Team drills.
  • Escalation Management: Address Guest escalations across all operational areas, including airports and Guest Care teams, serving as a subject matter expert on policies and procedures.
  • Additional Responsibilities: Perform other duties as assigned, with responsibilities subject to change based on operational needs.
Qualifications:
  • Bachelor's degree or equivalent experience required.
  • 3-5 years of relevant experience required.
  • Strong guest focus to understand and address the needs of both internal and external guests.
  • Proven ability to build and maintain relationships at all organizational levels.
  • Ability to act decisively and methodically based on available information.
  • Consistent follow-through on tasks and responsibilities.
  • Capability to foster a positive work environment remotely, ensuring accountability.
  • Ability to remain composed in high-pressure situations.
  • Willingness to travel domestically and internationally, less than 10% of the time.

We provide a competitive salary and a comprehensive benefits package, including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits, and more. Our goal is to maintain a professional yet friendly atmosphere that promotes career development for our Team Members.

EEOC Statement:

Spirit Airlines is an Equal Employment Opportunity employer. All employment decisions are based on merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other category protected by federal, state, or local law.


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