Guest Experience Specialist - BED

Lowell, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Range $22.00 - $23.00

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Health savings account

Dental Insurance

401(k)

Flexible spending account

Employee assistance program

Disability insurance

Tuition Reimbursement

Vision Insurance

Parental leave

Life insurance

Health Insurance

Paid parental leave

Paid Time Off

Job Description

Signature Aviation is a leading global provider of private aviation terminal services, renowned for its commitment to delivering exceptional hospitality experiences to its guests. With over 225 locations worldwide and a workforce of nearly 6,000 aviation experts and enthusiasts, Signature Aviation proudly stands as the largest network of private aviation terminals. The company is dedicated to redefining private air travel by combining safety, convenience, and elevated service standards, making each guest’s visit memorable and seamless. Recognized as a certified Great Place to Work™, Signature Aviation not only focuses on providing top-tier customer service but also prioritizes the well-being, professional growth, and development of its employees.

At Signature Aviation, the culture is built on teamwork, excellence, and community engagement. The company invests in its neighborhoods through volunteering and philanthropy, supports veterans, and empowers the future generation of aviation professionals. Employees benefit from a comprehensive package of programs and resources designed to enhance health, financial wellness, and work-life balance. This includes a broad spectrum of insurance options, retirement plans, educational reimbursement, training programs, and supportive employee assistance initiatives.

The role of a Guest Experience Specialist is integral to the Signature Aviation experience. This hospitality-driven position focuses on serving as the first and last point of contact for guests and crew members, making a lasting positive impression that reflects the company’s high standards. It is a dynamic, hands-on job that requires grace under pressure, meticulous attention to detail, and a genuine passion for delivering outstanding service. The Guest Experience Specialist warmly welcomes VIP travelers, flight crews, and other visitors with professionalism and care, ensuring their visits are smooth, comfortable, and memorable throughout.

This position demands adaptability with varied schedules that often include nights, weekends, and holidays, as well as the capability to work in both indoor and outdoor settings near active aircraft and ground service equipment. The role involves a wide range of duties from greeting guests, coordinating concierge services, managing transactions, resolving inquiries, to assisting with luggage and transportation. The Guest Experience Specialist collaborates closely with team members and communicates efficiently with various departments and external parties to provide seamless service delivery.

Employees thriving in this role possess excellent hospitality skills, multitasking abilities, and strong interpersonal communication. They must be able to handle fast-paced environments while maintaining professionalism and confidentiality. Knowledge of airport and security protocols is essential as the role involves ensuring compliance with all safety and security measures. The position offers an hourly pay range between $22 and $23, reflecting factors such as experience, shift, responsibilities, and location.

Overall, joining Signature Aviation as a Guest Experience Specialist means becoming part of a premier hospitality team dedicated to setting the standard in private air travel. With a supportive work environment and robust benefits, this role offers a rewarding career path for those passionate about customer service and aviation hospitality.

Job Requirements

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

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
Ability to clearly communicate in English in person, via telephone, radio communicators, and in writing
Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals
Ability to perform simple arithmetic including addition, subtraction, multiplication, division, percentages, and fractions
Proficient in using telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, team members, or emergency personnel
Ability to analyze and evaluate information, and make informed decisions in a fast-paced environment
Strong interpersonal skills for effective collaboration and guest service
Ability to handle multiple tasks simultaneously while maintaining attention to detail
Proficient in computer use and able to learn necessary company software and timely complete 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