Guest Experience Specialist

Job Description

As a Guest Experience Specialist, you are often the first and last impression our guests have—making you an essential part of the Signature Aviation experience. In this highly visible, hospitality‑driven role, you’ll warmly welcome guests and crew members with professionalism, care, and a genuine commitment to creating exceptional moments. Whether you’re greeting a VIP traveler, supporting a flight crew, or coordinating services behind the scenes, you bring grace under pressure and attention to detail that ensures every visit is smooth, comfortable, and memorable.

Your reliability and pride in service directly reflect the Signature standard our guests trust.

This is a dynamic, hands‑on position that requires flexibility to work varied schedules, including nights, weekends, and holidays, and the ability to operate in both indoor and outdoor environments, often near active aircraft and ground service equipment. If you love delivering thoughtful service, working in a fast‑paced setting, and being part of a high‑end hospitality team, you’ll thrive in this role.

• Meet and greet guests and crews as they arrive at our facility and provide a warm, friendly greeting while escorting them to the front entrance, aircraft, or vehicles.
• Collaborate, cooperate, and work closely with all team members, guests, and other visitors to ensure services are promptly and correctly handled in a professional and courteous manner, including efficient transfer of information between guests, 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 a wide array of concierge services, including arranging reservations for hotel stays, ground transportation or rental cars, catering, and customs appointments as requested.
• Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns efficiently.
• Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by guests.
• Monitor arriving and departing flights, communicate with aircraft to coordinate services and assign to the Airside Experience Team; use real‑time system management (SIGops/SIGnet) to log and schedule requested services, change service status, and supervise the operation’s flow by appropriately prioritizing services.
• Ensure all departing aircraft have all requested amenities such as catering, coffee, ice, and newspaper.
• Maintain and stock amenities in guest areas and ensure that lobby, pilot facing spaces, and restrooms are 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, provide transportation from the facility to commercial terminal, hotel, or other nearby locations as required, and fulfill special requests; assist pilots with access to weather information, portals, and computers.
• Identify crew members, passengers, visitors, and vendors in accordance with all security procedures.
• Stop work when an unsafe condition or act is likely to cause harm; report concerns to the manager and cooperate in addressing it.
• 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 to provide a more personalized service experience.
• Assist the Airside Experience team to ensure our guests receive an exceptional experience (e.g., valeting customer vehicles, wing walking, placing chocks and cones, 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 1 year of customer experience‑related work in retail, hospitality, or sales is preferred.
• Valid state driver’s…