Guest Experience Specialist

Anchorage, AK, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Medical insurance

prescription drug coverage

Dental Insurance

Vision Insurance

Health savings account

flexible spending accounts

Life insurance

Disability insurance

401(k) Plan

critical illness insurance

Hospital Indemnity insurance

accident insurance

Identity Theft Protection

legal services

Paid Time Off

Paid Maternity Leave

Tuition Reimbursement

Training and development programs

Employee assistance program

Job Description

Signature Aviation is the world’s largest global network of private aviation terminals, boasting over 225 locations worldwide. This premier hospitality organization is widely recognized as a certified Great Place to Work™, driven by a commitment to redefining private air travel with a focus on safety, convenience, and elevated guest experiences. The company prides itself on a robust team of nearly 6,000 dedicated aviation experts and enthusiasts who work conscientiously to provide excellence in every interaction. At its core, Signature Aviation is deeply committed to taking care of its team members by offering a variety of benefits, programs, and resources that emphasize overall well-being and professional growth. The company further enhances its community involvement through volunteering, supporting veterans, empowering future aviation professionals, and elevating the local neighborhoods where it operates.

The Guest Experience Specialist role at Signature Aviation is a dynamic and hospitality-driven position crucial to shaping the first and last impression that guests receive. This position requires individuals who are passionate about service and excel in creating exceptional moments with professionalism, warmth, and genuine care. The Guest Experience Specialist warmly welcomes VIP travelers, supports flight crews, and coordinates seamless services behind the scenes—all while maintaining grace under pressure and a meticulous attention to detail. This position involves varied schedules, including nights, weekends, and holidays, and the ability to work in both indoor and outdoor environments around active aircraft and ground service equipment.

This role is ideal for those who thrive in fast-paced settings, enjoy delivering thoughtful service, and want to be part of a high-end hospitality team. Responsibilities include greeting guests and crews upon arrival, providing concierge services such as arranging ground transportation and catering, handling guest inquiries and billing disputes, and maintaining amenities and cleanliness in guest areas. Additionally, the specialist uses real-time system management tools to schedule and supervise services, assists with luggage and transportation logistics, ensures security protocols are followed, and contributes to the safe, smooth operation of the private aviation terminal. The Job also emphasizes critical skills such as effective communication, multitasking, interpersonal collaboration, and the ability to handle safety-sensitive tasks.

In summary, the Guest Experience Specialist is central to the Signature Aviation promise—delivering reliable, high-quality service that reflects the company’s esteemed standards and commitment to excellence in the private aviation hospitality industry. This role offers a unique opportunity to engage with distinguished clientele and aviation professionals while contributing to an innovative and supportive workplace environment.

Job Requirements

High school diploma or general education degree (ged)
Possess a valid state driver’s license
Minimum age of 18 years
Pass company background checks including criminal and motor vehicle
Pass drug tests
Meet airport background check requirements to obtain and maintain an airport security badge
Be insurable by the company’s applicable insurance policies
Be legally authorized to work in the jurisdiction of employment
Ability to exercise good judgment and follow directions from supervisor or management
Ability to drive standard and automatic transmission vehicles is preferred

Job 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
Must be able to exercise good judgment and follow directions/directives from supervisor/management
Ability to drive standard and automatic transmission vehicles is preferred
Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality
Must be able to anticipate and act on guest needs and prioritize guest requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment
Must be able to maintain professionalism and confidentiality
Experience with conflict resolution in a hospitality environment is preferred
Clearly communicate in English with others in person, via telephone, radio communicators, and in writing for purposes of performing certain job duties and safety-sensitive tasks
Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals
Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, and fractions)
Able to use telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, team members, or emergency personnel
Ability to use rational thought to analyze and evaluate information, and to make informed decisions in a fast-paced environment
Ability to get along and work well with others
Excellent interpersonal skills for effective collaboration with team members and service to guests
Ability to handle multiple tasks simultaneously while maintaining attention to detail
High level of concentration is required to ensure accuracy in a busy setting
Ability to use a computer, learn necessary company software and timely complete Signature’s training programs

Job Duties

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
Effectively 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
Accurately receive, dispatch, and completely process guest purchases and fuel transactions in accordance with Company procedures
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 in an efficient and effective manner
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 and 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 crewmembers, passengers, visitors, and vendors in accordance with all security procedures
Stop work when an unsafe condition or act is likely to cause harm to people, the environment, Company or guest assets, or the Company’s reputation if the work continues
Report concerns to the appropriate manager and cooperate in addressing the unsafe act or condition
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 to provide a more personalized service experience
Assist the Airside Experience team to ensure our guests receive an exceptional experience. Services include without limitation, valeting customer vehicles, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft
Assist airlines with passenger service functions in certain locations as needed