Analyst, Guest Recovery

Job Summary

Independently orchestrate plans for operational recovery throughout the entire network to touch each Guest impacted by Irregular Operations. Support Guest Services personnel by providing communication, guidance and instruction during irregular operations. Drive creative solutions between different work groups during guest service recovery while adhering to company guidelines.

• Maintain Effective Communication: Execute timely, clear and consistent communication between various departments and levels of management.
• Provide Centralized Recovery for Every Disrupted Guest: Independently create and action cost-effective recovery options by using all available tools to reach every Guest affected by irregular operations throughout the Spirit network.
• Specialize in Guest Contact: Proactively re-accommodate guests with known irregularities with new flight itineraries as well as automated amenity vouchers using Spirit’s Recovery applications.
• Solution Orientation: Quickly assess situations and make balanced and informed decisions for the needs of the Guest and the Business. Proactively think ahead to potential recovery for stations and impacted Guests.
• Align the Airline with DOT Requirements: Maintain DOT compliance by managing and updating various departments and levels of management on tarmac delays and delay causes.
• Increase System-wide Support: Provide technical answers and solutions from various departments and levels of management by maintaining system and procedural expertise.
• Engage all levels of Company team members in order to support all departments and stations.
• Promote Emergency Response Readiness: Assist with Emergency Response readiness by compiling flight manifests and performing flight lockdown during an incident. Participates in Manifest Team Drills.
• Excel in Escalation Resolution: Resolve Guest escalations at all Guest-facing areas of the operation including Airports and Guest Care (Contact Centers, Social Guest Care) teams as subject matter experts on all policies, procedures, and operational concerns.
• May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g. emergencies change in workload, rush jobs or technical developments).

• Bachelors degree or equivalent experience required.
• 3-5 years experience required.
• Guest-Focused to understand the needs of both internal and external guests and helps both adapt to standard processes in order to achieve outcomes.
• Demonstrated success in building and maintaining relationships at all levels.
• Acts methodically and quickly to make decisions based on information on hand.
• Consistent follow through with everything he/she starts.
• Always Create a positive work environment from an off-site location in order to achieve accountability without the need to be in all places.
• Remain calm in stressful and escalated situations.
• Domestic & International Travel under 10 of the time. 

We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits and much more. We strive to maintain a professional, yet friendly environment and promote professional and career development for our Team Members.

At Spirit, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100’s of new aircraft that will double our fleet!  

• Fly With A Winner: We are proud to be recognized by LinkedIn as a Top Company in the Travel & Hospitality industry. Our constant growth and improvement mean boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.
• The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live.  That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.
• Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success – that’s why we’re committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.
• Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family.

Spirit Airlines is an Equal Employment Opportunity employer.  All aspects of employment are governed on the basis of 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.