Guest Services Specialist

At Goodwin, we build tech for companies that sell private charter flights. In this industry, brokers work directly with travelers to source trips and manage client relationships, while operators own and manage the aircraft and crews that actually fly them.

Behind the scenes, brokers have traditionally juggled nonstop phone calls, email threads, and spreadsheets to match each client request with the right aircraft at the right time. It is fast, detail‑heavy work where timing and accuracy matter.

Our platform brings structure and speed to that process. Brokers use Goodwin to send requests, compare options, and manage trips in one place instead of juggling dozens of conversations.

Our technology drives efficiency and our operations team drives follow‑through. Together, we help brokers move quickly and confidently when details matter most so they can focus on serving their clients and growing their business.

Founded in 2022 and headquartered in Columbus, Ohio with distributed talent across the US, Goodwin is on a fast‑growth trajectory as we redefine private aviation technology from the ground up.

Private charter flights are booked by brokers through our platform and our aircraft sourcing team. Once a trip is confirmed, the work shifts from securing the aircraft to executing the experience.

At that point, dozens of logistical details must come together at exactly the right time. This includes ground transportation, catering, international requirements, weather monitoring, airport coordination, and last‑minute schedule changes.

Our Guest Services Specialists ensure that every single confirmed trip runs smoothly from departure to arrival. They anticipate issues before they affect passengers. They coordinate moving pieces across brokers, operators, and vendors. When plans change, they respond immediately and calmly.

As we grow, this role ensures that Goodwin is known not just for booking flights efficiently, but for executing trips with precision and care.

Because we support live flights, coverage follows aircraft movement. While shifts are scheduled between 7:00 a.m. and 12:00 a.m., flights occasionally depart outside those hours. That can mean logging on at 5:00 a.m. to track an early positioning leg or staying on until 2:00 a.m. to ensure a late departure is fully supported. This is a live operations role, and we ensure trips are covered whenever aircraft are in motion.

Our Guest Services team is a tight‑knit group that works in constant coordination throughout the day. Success depends on mutual accountability. Teammates offer help without being asked, step in when coverage is needed, and trust each other to do the same. Contributing positively to that culture is an important part of this role.

• Monitor upcoming trips and proactively review weather, NOTAMs, airport restrictions, and operational risks
• Coordinate ground transportation, catering, permits, international requirements, and special passenger requests
• Communicate clearly and frequently with brokers, operators, vendors, and teammates to confirm every detail is aligned
• Anticipate potential disruptions and adjust plans before they impact passengers
• Respond quickly to last‑minute changes such as aircraft swaps, mechanical issues, or schedule shifts
• Partner closely with the sourcing team when replacement aircraft or urgent changes are required
• Maintain precise documentation so every stakeholder has clear visibility into the status of the trip
• Work collaboratively in live Slack channels and huddles to problem‑solve as a team in real time
• Take full ownership of the trips you are covering. If something is still unresolved at shift change and it affects a flight, you stay engaged until it is handled properly, and you do the same for your teammates when they need support.

This role requires constant situational awareness and strong teamwork. You will manage multiple trips at once while staying closely connected to the team around you.

• Trips depart and arrive smoothly because you anticipated issues early and handled details before they escalated.
• Brokers trust you to manage complex…