Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
401(k)
critical illness insurance
Hospital Indemnity insurance
accident insurance
Identity Theft Protection
legal services
Paid Time Off
Tuition Reimbursement
Training and Development
Employee assistance program
Job Description
Signature Aviation is a leading global company in the private aviation industry, boasting a network of over 225 locations worldwide. As the largest provider of private aviation terminals, Signature Aviation is dedicated to delivering safe, convenient, and elevated experiences to its guests. The company takes pride in being a premier hospitality organization, recognized as a certified Great Place to Work. With a team of nearly 6,000 aviation experts and enthusiasts, Signature Aviation is committed not only to delivering excellence to its guests but also to supporting its employees' overall well-being and professional growth. The company actively engages in community service, focusing on enhancing local neighborhoods, empowering future aviation professionals, and supporting veterans. Employees at Signature Aviation enjoy a comprehensive benefits package, including 401(k), various insurance options, paid time off, tuition reimbursement, and access to training and development programs.
The role of Guest Experience Specialist at Signature Aviation is essential to maintaining the company’s high standards of hospitality. As a Guest Experience Specialist, you are often the first and last point of contact for guests, which makes your role critical in creating memorable and seamless experiences. You will be greeting VIP travelers, flight crews, and other visitors with professionalism, care, and genuine warmth. The position requires grace under pressure, exceptional attention to detail, and a dedication to service excellence. This dynamic, hands-on role involves working in a fast-paced environment where flexibility is crucial, as you may be scheduled for nights, weekends, and holidays. Additionally, the work setting includes both indoor and outdoor environments near active aircraft and ground service equipment.
Your responsibilities will include welcoming and escorting guests, collaborating closely with team members to ensure efficient service delivery, handling purchases and financial transactions, providing concierge services such as arranging hotel reservations and ground transportation, and managing inquiries and billing disputes. Familiarity with company services, local amenities, and private aviation operations is important to provide accurate and helpful information to guests. You will also monitor flight arrivals and departures, coordinate with the Airside Experience Team for necessary services, maintain cleanliness in guest areas, promote company products, assist with luggage and transportation needs, and enforce security protocols. Maintaining safety is a top priority, and you will be empowered to stop work if unsafe conditions arise, reporting as necessary and following emergency response procedures.
The Guest Experience Specialist role contributes directly to upholding Signature Aviation’s reputation for exceptional service. You’ll be utilizing communication skills across various channels, multitasking to manage the demands of a busy environment, and applying critical thinking to solve problems efficiently. This position is ideal for those passionate about hospitality, excited to work in a luxury and fast-paced setting, and committed to creating outstanding guest experiences.
The role of Guest Experience Specialist at Signature Aviation is essential to maintaining the company’s high standards of hospitality. As a Guest Experience Specialist, you are often the first and last point of contact for guests, which makes your role critical in creating memorable and seamless experiences. You will be greeting VIP travelers, flight crews, and other visitors with professionalism, care, and genuine warmth. The position requires grace under pressure, exceptional attention to detail, and a dedication to service excellence. This dynamic, hands-on role involves working in a fast-paced environment where flexibility is crucial, as you may be scheduled for nights, weekends, and holidays. Additionally, the work setting includes both indoor and outdoor environments near active aircraft and ground service equipment.
Your responsibilities will include welcoming and escorting guests, collaborating closely with team members to ensure efficient service delivery, handling purchases and financial transactions, providing concierge services such as arranging hotel reservations and ground transportation, and managing inquiries and billing disputes. Familiarity with company services, local amenities, and private aviation operations is important to provide accurate and helpful information to guests. You will also monitor flight arrivals and departures, coordinate with the Airside Experience Team for necessary services, maintain cleanliness in guest areas, promote company products, assist with luggage and transportation needs, and enforce security protocols. Maintaining safety is a top priority, and you will be empowered to stop work if unsafe conditions arise, reporting as necessary and following emergency response procedures.
The Guest Experience Specialist role contributes directly to upholding Signature Aviation’s reputation for exceptional service. You’ll be utilizing communication skills across various channels, multitasking to manage the demands of a busy environment, and applying critical thinking to solve problems efficiently. This position is ideal for those passionate about hospitality, excited to work in a luxury and fast-paced setting, and committed to creating outstanding guest experiences.
Job Requirements
- High school diploma or GED
- Minimum 1 year customer experience preferred
- Valid state driver’s license
- Minimum 18 years of age
- Ability to pass background and drug tests
- Airport security badge eligibility
- Legal authorization to work
- Good judgment and ability to follow directions
- Preferred ability to drive manual and automatic vehicles
Job Qualifications
- High school diploma or general education degree (GED)
- At least 1 year of customer experience-related work in retail, hospitality, or sales preferred
- Must possess a valid state driver’s license
- Minimum of 18 years of age
- Ability to pass company background checks including criminal and motor vehicle, drug tests, meet airport background check requirements to receive and maintain airport security badge
- Must be legally authorized to work in the jurisdiction of employment
- Must exercise good judgment and follow directions from supervisor or management
- Ability to drive standard and automatic transmission vehicles preferred
- Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality
- Experience with conflict resolution in a hospitality environment preferred
- Clearly communicate in English verbally and in writing
- Ability to read and comprehend safety rules, operating instructions, and procedure manuals
- Ability to perform simple arithmetic
- Able to use telephone, radio, email, or text messaging to contact guests, team members, or emergency personnel
- Ability to use rational thought to analyze and make informed decisions
- Ability to get along and work well with others
- Ability to handle multiple tasks simultaneously while maintaining attention to detail
- Ability to use a computer and learn company software
Job Duties
- Meet and greet guests and crews as they arrive 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 visitors to ensure services are promptly and correctly handled in a professional and courteous manner
- Accurately receive, dispatch, and process guest purchases and fuel transactions according to company procedures
- Provide visitors with concierge services including arranging hotel stays, ground transportation, catering, and customs appointments
- Manage guest, crew, and visitor inquiries, resolve requests, handle billing disputes, and address concerns effectively
- Maintain a working knowledge of Signature’s facilities, services, website, and surrounding areas
- Monitor flight arrivals and departures, communicate with aircraft to coordinate services, and assign duties to the Airside Experience Team
- Maintain and stock amenities in guest areas and ensure cleanliness of lobby, pilot spaces, and restrooms
- Promote and sell the company’s services and products to passengers and crew
- Assist crews and guests with luggage, provide transportation, and fulfill special requests
- Identify crewmembers, passengers, visitors, and vendors in compliance with security procedures
- Stop work when unsafe conditions or acts are identified and report concerns
- Abide by emergency response procedures
- Enforce all Signature and airport security protocols
- Create accurate records of time worked and services performed
- Use company contact management to update customer preferences for personalized service
- Assist Airside Experience team with duties such as valeting vehicles and wing walking
- Assist airlines with passenger service functions as needed
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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