Guest Services Representative

National Jets Air Center (NJAC) is the longest-running private jet terminal and fixed base operation (FBO) at Fort Lauderdale-Hollywood International Airport. Established in the 1960s, NJAC has earned a reputation for award-winning service, safety, and excellence. Our FAA Part 145 Maintenance and Repair Station supports both transient and based aircraft with the highest technical standards.

For over 70 years, the Boy family’s legacy has guided our mission to serve with integrity, passion, and precision. Consistently ranked among the Top 10 FBOs in the U.S. and recognized for our outstanding Line Service team, NJAC continues to set the standard in aviation hospitality.
Join a team where tradition meets innovation, and every day offers an opportunity to deliver excellence in aviation service.

The role of Guest Services Representative is to be the first impression that guests have of National Jets Air Center. The position requires an outgoing personality and one that demonstrates the characteristics necessary to be the “face of National Jets Air Center”. This individual’s ability to greet customers as they walk into the Air Center doors in a way that helps them to feel “at home” while visiting National Jets, is critical to the success of the position.

This is a position that requires a sociable, driven, experienced greeter that is motivated by being able to provide the highest level of service to guests. Coordination with the other GSRs and the line staff is critical. This individual is responsible for providing effective customer service for all internal and external customers by using excellent in-depth knowledge of company services.

Displays exceptional guest service through professional, attentive, courteous, and efficient service skills to exceed guest expectations.

• Greet and welcome all visitors in a friendly, professional manner.
• Announce all guests by name to the Line and Guest Service Staff. Alert dispatch of arriving/departing National Jets aircrafts and confirm if any messages need to be relayed.
• Comply with company policies and procedures related to customer service standards, ramp, safety and security procedures.
• Identify crew members, passengers, visitors and vendors in accordance with the Company’s security procedures.
• Resolve customer requests, questions and concerns regarding the Company’s services and products.
• Assist with taking fuel orders, catering and ground transportation requests as needed. Receive and confirm accuracy of catering once delivered & invoiced.
• Assist crew or passengers with directions or recommendations for food, lodging, entertainment, etc in surrounding areas.
• Ensure all departing aircrafts have all requested amenities such as catering, coffee, ice and newspaper.
• Transport customers by vehicle to and from airport terminal and local hotels as needed.
• Answer incoming telephones calls, determine purpose of callers, and forward calls to appropriate personnel or department. Page, transfer, & handle multiple phone lines rieve messages from voice mail and forwards to appropriate personnel.
• Alert FBO Tenants of all of their arriving customers.
• Assist Line Service Technicians and Guest Service Representatives as needed.
• Ensure proper and timely distribution of mail and packages to and from all offices and departments. Sign for and correctly label customer deliveries, noting information within CRM.
• Understand how to properly operate and monitor ARINC frequency Assist with luggage from customers when line service is short.
• Invoice for retail items sold within the FBO.
• Understand all National Jets fuel programs for billing.
• Process invoices for Air Ambulance and Executive Charter when necessary.
• Work closely with maintenance on accurate shop orders and invoicing.
• Log crew car use.
• Assign temporary badges for non-FLL individuals.
• Maintain surveillance of gate 250 and report any suspicious behavior.
• Enter new customer profiles into TFBO.
• Using POS for Government Air card.
• Follow open/closing procedures for each shift.
• Promote/Inform guests of National Jets partnerships and fuel programs-i.e. CAA, Paragon, MIASF, GoRentals, Wing Points.
• Escort un-badged guests…