Guest Experience Specialist - TEB S 3rd Shift

Guest Experience Specialist

As the Guest Experience Specialist, you are the first and last impression our guests have, creating exceptional moments through warm, professional, and caring hospitality.

• Meet and greet guests and crews on arrival, escorting them to the front entrance, aircraft, or vehicles.
• Collaborate closely with team members, guests, and visitors to ensure services are handled professionally and promptly, maintaining accurate information transfer between guests, the private aviation terminal (PAT), other company departments, and external parties.
• Accurately receive, dispatch, and process guest purchases and fuel transactions per company procedures, with occasional assistance in general accounting and financial record keeping.
• Provide concierge services including hotel reservations, ground transportation, car rentals, catering, and customs appointments as requested.
• Manage guest, crew, and visitor inquiries, resolve requests, handle billing disputes, and address concerns efficiently.
• Maintain knowledge of Signature’s facilities, services, website, surrounding areas, and frequently asked questions.
• Monitor arriving and departing flights, coordinate services with aircraft, and use the real‑time system (SIGops/SIGnet) to log, schedule, and prioritize services. Ensure departing aircraft receive all requested amenities such as catering, coffee, ice, and newspaper.
• Maintain and stock guest areas, ensuring the lobby, pilot‑facing spaces, and restrooms remain clean and free of debris.
• Promote and sell company services and products to aircraft passengers and crew.
• Assist crews and guests with luggage, transportation to commercial terminals, hotels, or nearby locations, and fulfill special requests. Support pilots with weather information, portals, and computers.
• Identify crew members, passengers, visitors, and vendors in accordance with all security procedures.
• Cease work when an unsafe condition or act could cause harm and report concerns to the appropriate manager.
• Follow emergency response procedures during critical events.
• Understand, comply with, and enforce all Signature and airport security protocols (physical, cyber, and data).
• Create accurate records of time worked and services performed.
• Use the company contact management system to review, capture, and update customer preferences for personalized service.
• Assist the Airside Experience team to ensure guests receive an exceptional experience, including valuations such as vehicle valeting, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft.
• Assist airlines with passenger service functions in certain locations as needed.

• High School Diploma or General Education Degree (GED).
• At least one year of customer‑experience related work in retail, hospitality, or sales (preferred).
• Valid state driver’s license.
• Minimum age 18 years.
• Ability to pass company background checks, drug tests, meet airport background check requirements, maintain an airport security badge, and be insurable by the company’s insurance policies.
• Legally authorized to work in the jurisdiction of employment.
• Ability to exercise good judgment and follow directions from supervisor or management.
• Preference for driving standard and automatic transmission vehicles.

• Hospitality
  
  Skills:
  
  Excellent guest service, energetic, outgoing, and guest‑obsessed. Anticipate and act on guest needs, prioritize requests, maintain professionalism and confidentiality, and resolve conflicts in a hospitality environment.
• Language
  
  Skills:
  
  Communicate clearly in English in person, over the phone, radio, and in writing; read and comprehend safety rules, operating instructions, and procedure manuals.
• Math
  
  Skills:
  
  Perform basic arithmetic (addition, subtraction, multiplication, division, percentages, fractions).
• Communication
  
  Skills:
  
  Use telephone, fax, two‑way radio, email, or text messaging to contact guests, crew, team members, or emergency personnel.
• Critical Thinking / Reasoning:
  Analyze and evaluate information and make informed decisions in a fast‑paced environment.
• Interpersonal
  
  Skills:
  
  Work well with others and…