Job Information

Hawaiian Airlines Manager, Operations - Guest Services (HNL Station) in Honolulu, Hawaii

Requisition Number 22-0106

Post Date 1/14/2022

Title Manager, Operations - Guest Services (HNL Station)

Department Airport Operations

City Honolulu

State HI

Part-Time No

Part-Time Weekend No


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 Manager, Operations ensures Airport operations functions in the maximum productivity and efficiency and leads/directs employees in all matters concerning the airport operations.

Key Responsibilities

  • Lead and direct Airport Operations employees in matters concerning airport operations

  • Ensure airport operations functions operate at maximum productivity and efficiency and that airport operations tools and equipment are in proper working condition

  • Manage relationships with other Operations Managers, with supervisors in other company divisions and with airport staff to ensure successful coordination of day-to-day airport operations work

  • Manage daily planning and scheduling of people, equipment and resources and resolve questions and conflicts; set and communicate approach for resolving large-scale irregular operations, such as delayed flights, severe weather, natural disasters, etc.

  • Communicate to employees and ensure they maintain working knowledge of policies, procedures and service standards as well as the use of standard tools and systems; ensures policies and procedures are adhered to and enforced while maintaining the highest level of safety and guest service standards

  • Resolve employee issues escalated by Leads and Chiefs in close coordination with Employee Support managers; manage compliance and regulatory reporting and associated follow-up with employees, including investigations, on-the-job injuries and drug and alcohol testing

  • Serve as an escalation point of contact in matters where additional guest service or intervention is required; maintain a professional relationship with HA guests including travel agents, assist direct sales and guests with special needs

  • Other duties as assigned by Manager


Minimum Requirements

  • High School diploma or equivalent education

  • 1 year of supervisory or management experience

  • 2 years of customer service experience

  • Able to successfully manage multiple projects

  • Possess excellent interpersonal skills and be able to work professionally and productively with all levels of employees in various departments

  • Ensure that accountability measures are effectively maintained and that follow up on actionable items are done in a timely manner

  • Flexible and adapt well to change

  • Computer skills required (Word, Excel, Outlook, Powerpoint)

  • Flexible in working various shifts, and be on call and available to support irregular operations (i.e. flight delays/cancellations)

  • Must become GSC (Ground Security Coordinator) qualified within 6 months of starting/transferring into position. Will not be able to perform any GSC duties until properly qualified

  • Obtain a Customs and Border Protection seal and be able to work in the Federal Inspection Site

  • Must have received the COVID Vaccine by date of hire

/**All applicants are advised that post-offer and/or pre-employment drug testing will be conducted, and they must successfully pass the drug test. 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

  • 3 years supervisory and management experience

  • 3 years experience in the airline or hospitality industries

  • Proficiency in a second language, particularly Japanese, Mandarin, Korean, Samoan or French

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 17 years (2004-2020) as reported by the U.S. Department of Transportation and was named the #1 U.S. airline by Condé Nast Traveler’s 2021 Readers Choice Awards. Consumer surveys by Travel + Leisure and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawaiʻi.

Now in its 92nd year of continuous service, Hawaiian is Hawaiʻi's biggest and longest-serving airline. Hawaiian offers approximately 130 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, Japan, South Korea, Sydney, and Tahiti. As a result of the COVID-19 pandemic, Hawaiian’s Auckland and Brisbane flights remain suspended.

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.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at 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.

  • Please view Equal Employment Opportunity Posters provided by OFCCP.

  • 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)