Guest Experience Specialist - PWK

Overview

The Guest Experience Specialist represents Signature when interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. The primary responsibility is to ensure every guest has an exemplary experience by demonstrating reliability, service, and value. Some tasks may be performed in varying weather and environmental conditions, including precipitation, extreme temperatures, jet engine fumes, dust, and noise. The position requires the ability to work flexible schedules, including night, holiday, and weekend shifts, and may involve work inside and outside near stationary and moving aircraft (including spinning propellers and engines).

• Meet and greet guests and crews, providing a warm, friendly greeting and escorting them to the front entrance, aircraft, or vehicles.
• Collaborate with team members, guests, and visitors to ensure services are promptly and correctly handled in a professional and courteous manner, including transferring information between the private aviation terminal (PAT), other Company departments, and external parties.
• Accurately receive, dispatch, and process guest purchases and fuel transactions in accordance with Company procedures; may assist with general accounting work and financial record keeping.
• Provide visitors with concierge services, including arranging hotel stays, ground transportation or rental cars, catering, and customs appointments.
• Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns efficiently.
• Maintain knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked by guests.
• Monitor arriving and departing flights and coordinate services with aircraft; use real-time system management (SIGops/SIGnet) to log and schedule services, change service status, and prioritize operations; ensure departing aircraft have requested amenities (e.g., catering, coffee, ice, newspapers).
• Maintain and stock amenities in guest areas and keep lobby, pilot spaces, and restrooms clean and debris-free.
• Promote and sell Signature’s services and products to aircraft passengers and crew.
• Assist crews and guests with luggage, provide transportation to the commercial terminal, hotel, or other locations as required, and assist pilots with weather information, portals, and computers.
• Identify crew members, passengers, visitors, and vendors in accordance with security procedures.
• Stop work when an unsafe condition or act could cause harm and report concerns to the appropriate manager; cooperate in addressing unsafe acts or conditions.
• Abide by emergency response procedures during critical events.
• Understand, comply with, and enforce Signature and airport security protocols (physical, cyber, and data).
• Create accurate records of time worked and activities performed.
• Use the Company contact management system to review, capture, and update customer preferences for a personalized service experience.
• Assist the Airside Experience team to ensure guests receive a superior experience, including valeting vehicles, wing walking, placing chocks and cones, and positioning stairs/jetways to aircraft.
• Assist airlines with passenger service functions in certain locations as needed.

• High School Diploma or GED.
• At least 1 year of customer experience-related work in retail, hospitality, or sales is preferred.
• Must possess a valid state driver’s license.
• Minimum of 18 years of age.
• Ability to pass company background checks (criminal and motor vehicle), drug tests, airport background checks for an airport security badge, and be insurable by the Company’s policies.
• Must be legally authorized to work in the jurisdiction of employment.
• Ability to exercise good judgment and follow directions from supervisor/management.
• Ability to drive standard and automatic transmission vehicles is preferred.

• Hospitality
  
  Skills:
  
  Excellent guest service with an energetic, outgoing, guest-obsessed mindset. Ability to anticipate and act on guest needs, multi-task in a fast-paced environment, maintain professionalism and confidentiality.…