Guest Experience Specialist

About the Role

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.

Key Responsibilities

• Meet and greet guests and crews, providing a warm greeting and escorting them to the front entrance, aircraft, or vehicles.
• Collaborate with team members, guests, and other visitors to ensure services are promptly and correctly handled.
• Ensure efficient and accurate transfer of information between guests, the private aviation terminal (PAT), other Company departments, and external parties.
• Accurately receive, dispatch, and process guest purchases and fuel transactions.
• Assist with general accounting work and financial record keeping.
• Provide concierge services, including arranging hotel stays, ground transportation, rental cars, catering, and customs appointments.
• Manage guest, crew, and visitor inquiries, resolve requests, handle billing disputes, and address concerns.
• Maintain knowledge of Signature’s facilities, services, website, surrounding areas, and other commonly asked information.
• 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 services, change service status, and prioritize operations.
• Ensure all departing aircraft have requested amenities such as catering, coffee, ice, and newspapers.
• Maintain and stock amenities in guest areas and ensure cleanliness of lobby, pilot facing spaces, and restrooms.
• Promote and sell the Company’s services and products to aircraft passengers and crew.
• Assist crews and guests with luggage, provide transportation, and fulfill special requests.
• Assist pilots with access to weather information, portals, and computers.
• Identify crewmembers, passengers, visitors, and vendors in accordance with all security procedures.
• Stop work when an unsafe condition or act is likely to cause harm and report concerns.
• Abide by emergency response procedures during critical events.
• Understand, comply with, and enforce all Signature and airport security (physical, cyber, and data) protocols.
• Create accurate records pertaining to time worked and activities and services performed.
• Use the Company contact management system to review, capture, and update customer preferences.
• Assist the Airside Experience team to ensure exceptional guest experiences, including valeting vehicles, wing walking, placing chocks and cones, and positioning stairs/jetways.
• Assist airlines with passenger service functions in certain locations.

Qualifications

• High School Diploma or General Education Degree (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, meet airport background check requirements to receive and maintain an airport security badge, and be insurable by the Company's applicable insurance policies.
• Must be legally authorized to work in the jurisdiction of employment.
• Ability to exercise good judgment and follow directions/directives from supervisor/management.
• Ability to drive standard and automatic transmission vehicles is preferred.

Essential Knowledge And Skills

• Hospitality Skills: Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Ability to anticipate and act on guest needs and prioritize requests. Keen ability to multitask in a fast-paced environment. Ability to maintain professionalism and confidentiality. Experience with conflict resolution in a hospitality environment is preferred.
• Language Skills: Clearly communicate in English with others in person, via telephone, radio communicators, and in writing. Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals.
• Math Skills: Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, and fractions).
• Communication Skills: Able to use telephone, fax, two-way radio, email, or text messaging.
• Critical Thinking / Reasoning Ability: Ability to use rational thought to analyze and evaluate information, and to make informed decisions.
• Interpersonal Skills: Ability to get along and work well with others.
• Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail and a high level of concentration.
• Computer Skills: Ability to use a computer, learn necessary company software, and complete training programs.

Pay Range

• $20.03 to $25.04 / hour