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Analyst Hospitality Assurance
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Analyst Hospitality Assurance
Post Begin Date
4 hours ago(3/1/2019 8:55 AM)
Requisition ID
2019-28101
Location
US-TX-Dallas
Employment Type
Regular Full-Time
Department
33-Hospitality Operations Support
Overview
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Responsibilities
Provides Positively Outrageous Service by working with other Teams within the Company to capture Hospitality data points, drive Hospitality programs, support creation of a Hospitality scorecard/dashboard, trend analysis to identify pain point areas and sporadically perform service audits.
WORK ACTIVITIES/CONTEXT:
* Performs analysis, identifies trends, and extracts meaningful information in order to measure our corporate Hospitality initiatives. Distills detailed issues and data down to easily understood, presentable, and actionable findings.
* Builds strong partnerships with analytical Teams across the Company, and supports Leaders by establishing collaborative relationships across all business areas.
* Derives themes from analysis to inform business partners of Hospitality opportunities for improvement both in the Customer experience as well as the internal experience of our Employees.
* Supports and disseminates a Hospitality scorecard or dashboard to be utilized by a multitude of sources across the Company.
* Evaluates existing metrics for Hospitality and Customer Service to identify gaps in reporting. Makes viable recommendations with actionable solutions to those gaps in reporting.
* Provides friendly service to and maintains positive relationships with both internal and external Customers. Works in a cooperative spirit to ensure the success of our Company
* Must be able to meet any physical ability requirements listed on this description.
* May perform other job duties as directed by Employee’s Leaders.
Qualifications
BASIC QUALIFICATIONS:
* High School Diploma, GED or equivalent education required.
* Must be at least 18 years of age.
* Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
EDUCATION:
* Bachelor degree required
WORK EXPERIENCE:
* MIN 1 year experience in business analytics and/or management
* SQL experience is preferred
* Familiarity with the airline or hospitality industry preferred
* Tableau expereince is prefered
* Experience building and maintaining Performance Dashboard’s highly preferred.
LICENSING/CERTIFICATION:
PHYSICAL ABILITIES:
SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:
* Must have demonstrated ability to perform analytical functions.
* Must be Customer Service oriented.
* Must be a results-driven and action oriented individual.
* Must be a true Team player and able to lead by example.
* Must be self-motivated and able to work independently with minimal guidance and assistance.
* Must possess very strong mathematical, analytical, and problem solving skills.
* Must possess excellent cross-group collaboration skills and have the ability to influence stakeholders.
* Must possess strong abilities and interest in analyzing and extracting useful, business related information from large amounts of Customer and Employee data from across multiple sources.
* Working knowledge of database reporting applications.
* Well developed computer skills including but not limited to Microsoft Office Suite : Excel, PowerPoint, and Word.
* Must be able to organize data and effectively communicate analysis in well written memos, charts, graphs, and/or presentations.
* Must be comfortable presenting/communicating content of work to Peers and higher level Management.
* Ability to work under tight time constraints with frequent interruptions to accomplish assignments and projects.
* Ability to properly manage highly sensitive and confidential information
* Must be able to comply with Company attendance standards as described in established guidelines.
OTHER QUALIFICATIONS:
* Occasional travel with overnight stays required
* Occasional after hours attendance may be required for Company or Department events
* Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
Southwest Airlines is an Equal Opportunity Employer
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