Alaska, Hawaiian Appoint Guest Ops Leader

Alaska Air Group has named Shelly Parker as the new head of guest operations in Hawaii for both Alaska Airlines and Hawaiian Airlines. Based in Honolulu, Parker will oversee operations and coordinate closely with airport and in-flight teams to elevate the overall travel experience for passengers across the islands.

Parker brings more than four decades of airline industry expertise to her new role. Over the past three years, she has served as vice president of station operations and in-flight at Horizon Air, Alaska’s regional subsidiary. Her extensive background in customer service and operational management positions her to lead the integration of guest operations following Alaska’s acquisition of Hawaiian Airlines.

Shelly Parker, as the new head of guest operations in Hawaii for Alaska Airlines and Hawaiian Airlines (both under Alaska Air Group), is responsible for overseeing all airport and ground operations that directly impact the passenger experience across the Hawaiian islands. Her role includes:

Airport Operations Management – Supervising check-in, boarding, baggage handling, and customer service teams at Hawaiian airports.
Guest Experience Oversight – Ensuring a smooth and consistent passenger journey, from arrival at the airport through departure and arrivals.
Safety & Compliance – Maintaining operational safety standards in line with FAA, TSA, and local regulations.
Team Leadership – Leading and coordinating frontline employees, station managers, and support staff across multiple airports in Hawaii.
Integration of Services – Aligning Alaska and Hawaiian operations under the new combined structure, ensuring consistency in customer service and operational efficiency.
Community & Partnership Engagement – Acting as a liaison with local airports, tourism authorities, and Hawaiian communities to strengthen the airlines’ presence in the state.

Essentially, she’s the executive in charge of how both airlines serve passengers on the ground in Hawaii, making sure the Alaska–Hawaiian merger delivers a seamless and high-quality travel experience. By leveraging Parker’s leadership, the company aims to strengthen reliability and customer satisfaction in a highly competitive market that is vital for both tourism and local connectivity.

Hawaii represents a strategic hub for Alaska Air Group, and the integration of Hawaiian Airlines adds significant depth to its Pacific operations. Parker’s focus will be on aligning service standards, improving coordination between teams, and ensuring travelers experience smooth and consistent service across both brands.

With her track record of operational leadership, Parker’s appointment marks an important step in Alaska Air Group’s efforts to unify operations and deliver a stronger guest experience in one of the world’s most important leisure and cultural travel markets.

Sources: AirGuide Business airguide.info, bing.com

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Alaska, Hawaiian Appoint Guest Ops Leader

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