Guest Experience Specialist

Guest Experience Specialist

In this highly visible, hospitality-driven role, you will be the first and last impression our guests have, creating exceptional moments. You warmly welcome guests and crew members with professionalism, care, and a genuine commitment to service. You are expected to work varied schedules, including nights, weekends, and holidays, in both indoor and outdoor environments near active aircraft and ground service equipment.

• Meet and greet guests and crews, escorting them to the entrance, aircraft, or vehicles, and providing a warm, friendly greeting.
• Collaborate closely with all team members, guests, and visitors to ensure services are handled promptly, accurately, and courteously, including efficient information transfer among the private aviation terminal, company departments, and external parties.
• Accurately receive, dispatch, and complete guest purchases and fuel transactions in accordance with company procedures; occasionally assist with general accounting and financial record keeping.
• Provide concierge services such as reservations for hotel stays, ground transportation, rental cars, catering, and customs appointments as requested.
• Manage and resolve guest, crew, and visitor inquiries, billing disputes, and concerns efficiently and effectively.
• Maintain current knowledge of Signature’s facilities, services, website, surrounding areas, and common guest questions.
• Monitor arriving and departing flights, coordinate services, and assign tasks to the Airside Experience Team using real-time systems like SIGops/SIGnet. Ensure all departing aircraft receive requested amenities such as catering, coffee, ice, and newspaper.
• Maintain and stock amenities in guest areas, keeping the lobby, pilot-facing spaces, and restrooms clean and free of debris.
• Promote and sell the company’s services and products to aircraft passengers and crew.
• Assist crews and guests with luggage and transportation to commercial terminals, hotels, or other nearby locations as required; support pilots with weather information, portals, and computers.
• Identify crew members, passengers, visitors, and vendors per security procedures.
• Stop work if an unsafe condition or act could cause harm, and report concerns to the appropriate manager.
• Abide by emergency response procedures during critical events.
• Understand, comply with, and enforce all Signature and airport security protocols.
• Create accurate records of time worked and activities performed.
• Use the company contact management system to review, capture, and update customer preferences, providing a personalized service experience.
• Assist the Airside Experience team to ensure guests receive an exceptional experience, including valeting customer vehicles, performing wing walking, placing chocks and cones, and positioning stairs or jetways to aircraft.
• Assist airlines with passenger service functions in certain locations as needed.

Minimum Education and/or

Experience:

• High School Diploma or General Education Development (GED).
• At least 1 year of customer experience–related work in retail, hospitality, or sales (preferred).
• Valid state driver’s license.
• Minimum age of 18.
• Ability to pass company background checks, drug tests, meet airport security badge requirements, and be insured under company policies.
• Legal authorization to work in the jurisdiction of employment.
• Good judgment and ability to follow directions from supervisor and management.
• Ability to drive standard and automatic transmission vehicles (preferred).

• Hospitality
  
  Skills:
  
  Excellent guest service skills, energetic, outgoing, and guest‑obsessed. Anticipate and act on guest needs, prioritize requests, maintain professionalism, confidentiality, and resolve conflicts in a hospitality environment.
• Language
  
  Skills:
  
  Clearly communicate in English verbally, over telephone or radio, and in writing for safety‑sensitive tasks; read and comprehend safety rules and procedures.
• Math
  
  Skills:
  
  Perform simple arithmetic including addition, subtraction, multiplication, division, percentages, and fractions.
• Communication
  
  Skills:
  
  Use telephone, fax, two‑way radio, email, or text…