*Description*
At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home, and the communities we serve. Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!
* Position Summary*
The Guest Services Instructor reports to the Assistant Manager, Guest Services Training and is primarily responsible for instructional delivery of courseware. Additional responsibilities include the development of Guest Services related curricula and participation in the development strategy for the implementation and improvement of all areas related to Airport Operations and/or other departments within Hawaiian Airlines.
* Key Responsibilities*
* Serve as classroom, simulator, and/or field trainer/instructor to provide initial qualification, refresher, recurrent and on-going skills training
* Conduct editing, production, and delivery of training materials. Conduct quality control activities to assure the accuracy and adequacy of each training product including in-process/final review, editing for compliance with all applicable regulations and standards, validation and change verification
* Evaluate training methods and recommend changes/improvements to ensure efficient and effective training qualifications
* Provide technical and operational expertise for training device hardware and software development, testing, and utilization. Interface with hardware, software, and human systems integration engineering personnel to support product improvement
* Partner closely with subject matter experts to develop, enhance and revise training curricula and resources, and to ensure that training curricula is relevant and up to date
* Responsible for ensuring all training delivery is conducted to Hawaiian Airlines standards and expectations
* Assist with writing and developing procedures for training manual(s) and maintain all training records in accordance with regulatory requirements and Hawaiian Airlines policies and procedures
* Perform other duties as assigned by Manager
* Minimum Requirements*
* High school diploma or equivalent education
* 2 years of airline experience in Guest Services; including Check-In/Reservation system experience
* Excellent written and oral communications skills
* Proficient in Microsoft Office; specifically Word, PowerPoint and Excel
* Aptitude to self-manage and operate with a high level of professionalism and integrity under minimal direct supervision
* Must be customer focused and a team player
* Detail-oriented and organized; with focused attention to accuracy and a commitment to the highest level of quality
* Desire for change and a committed to help people grow in their knowledge
* Passion for excellence with the highest level of integrity
* Able to travel to the Neighbor Islands, North America, and International locations
* Able to work and/or conduct classes on weekends, evenings and/or holidays, as needed
/ **Hawaiian Airlines is regulated by the Department of Transportation (DOT – regulation, 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, PCP (Phencyclidine), and Amphetamine prior to any offer of 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 Hawaiian Airlines and any employment offer will be withdrawn./
* Preferred Qualifications*
* Bachelor’s degree
* Experience in Amadeus
* Experience with HA Airport Operations Processes, including Policies and Procedures
* Familiar with Reservations/Call center Processes, including Policies and Procedures
* Experience with Airport Jet Bridge operation. Public speaking or instructional delivery experience
* ** Experience in curriculum design principles and practices for adult learning
* *
* About Hawaiian Airlines*
Hawaiian® has led all U.S. carriers in on-time performance for each of the past 18 years (2004-2021) as reported by the U.S. Department of Transportation and consumer surveys by Condé Nast Traveler and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawaiʻi. In 2022, the carrier topped /Travel + Leisure’s 2022 World’s Best/ list as the No. 1 U.S. airline and was named Hawaiʻi’s best employer by Forbes.
Now in its 93rd year of continuous service, Hawaiian is Hawaiʻi’s biggest and longest-serving airline. Hawaiian offers approximately 130 daily flights within the Hawaiian Islands, daily nonstop flights between Hawaiʻi and 16 U.S. gateway cities – more than any other airline – as well as service connecting Honolulu and American Samoa, Australia, Japan, New Zealand, South Korea and Tahiti.
The airline is committed to connecting people with aloha by offering complimentary meals for all guests on transpacific routes and the convenience of no change fees on Main Cabin and Premium Cabin seats. HawaiianMiles members also enjoy flexibility with miles that never expire. As Hawai‘i’s hometown airline, Hawaiian encourages guests to Travel Pono and experience the islands safely and respectfully.
Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’s LinkedIn page.
For media inquiries, please visit Hawaiian Airlines’ online newsroom.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)