Guest Services Representative

Fort Lauderdale, FL, USA|Travel, Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Flexible

Job Description

National Jets Air Center (NJAC) is the longest-running private jet terminal and fixed base operation (FBO) located at Fort Lauderdale-Hollywood International Airport. Established in the 1960s, NJAC has built a prestigious reputation for its award-winning service, unwavering safety standards, and commitment to excellence. The company operates an FAA Part 145 Maintenance and Repair Station that supports both transient and based aircraft, ensuring the highest technical standards in aviation maintenance and repair. With a rich legacy of over 70 years, the Boy family has championed the mission of serving customers with integrity, passion, and precision. NJAC is consistently ranked among the top 10 FBOs in the United States and is recognized for its exceptional Line Service team, setting the benchmark for aviation hospitality. The organization prides itself on combining tradition with innovation, offering its team members a dynamic work environment where excellence in aviation service is the top priority.

The Guest Services Representative plays a critical role at National Jets Air Center, serving as the first point of contact and the "face" of the company. This full-time position requires a highly outgoing and personable individual who can create a welcoming and warm environment for all guests as they enter the Air Center. The Guest Services Representative must exhibit strong interpersonal skills and a genuine passion for delivering outstanding customer service. Their role is pivotal in ensuring every visitor feels at home and receives attentive, courteous, and professional service that exceeds expectations. Coordination with other Guest Services Representatives and line staff is essential to streamline operations and maximize guest satisfaction.

Key responsibilities of the Guest Services Representative include greeting and welcoming visitors, announcing guests to the relevant staff, and effectively managing communication between flight crews, passengers, and vendors. The role demands compliance with strict safety, security, and customer service policies and procedures. This individual assists with arranging fuel orders, catering, ground transportation, and manages invoices and billing with accuracy. The Representative also provides valuable local knowledge by guiding guests on food, lodging, and entertainment options nearby. They ensure all departing aircraft are outfitted with requested amenities and assist in the smooth transport of customers to and from the airport terminal and local hotels.

Additional duties involve multitasking in managing incoming calls, coordinating deliveries, maintaining security vigilance, processing invoices, supporting maintenance and line service staff, and using point-of-sale systems for payment handling. The ideal candidate is self-motivated, detail-oriented, and capable of adapting to the fast-paced environment of an active FBO. Those who thrive with strong teamwork, excellent communication, problem-solving skills, and a customer-first mindset will find this role rewarding and engaging. The position offers a chance to work in a vibrant aviation setting, contributing to the legacy and continued success of National Jets Air Center. The employment is full-time with flexible schedules including mornings, nights, and weekends to meet operational demands.

Job Requirements

High school diploma or GED
One year customer service experience
Successful completion of pre-employment drug and alcohol testing and background check
Passion for outstanding customer service
Availability to work flexible hours including mornings nights and weekends
Strong communication skills in person phone and radio
Strong computer skills with Microsoft Office and POS programs
Basic math knowledge
Ability to operate a motor vehicle with a clean driving record
Excellent decision making judgment communication interpersonal delegation and teamwork skills
Ability to perform manual tasks and multitask safely and efficiently
Adhere to company guidelines for safety security and customer-first culture
Good problem solving and adaptability
Valid driver’s license without restrictions
Must meet company insurability requirements
Ability to obtain security clearance and BCAD security badge as condition of hire

Job Qualifications

College degree in hospitality aviation business administration or similar field of study preferred
Two years experience in aviation services concierge or hospitality industries preferred
Management and client conflict resolution training preferred
Naturally outgoing extroverted with a strong customer focus preferred
High school diploma or GED required
One year customer service background required
Successful completion of pre-employment drug and alcohol testing and background check required
Passion for providing an outstanding customer service experience
Availability to work flexible hours including mornings nights and weekends
Ability to communicate with customers and employees in person phone and radio communications
Strong computer skills including Microsoft Office and point of sale programs
Basic mathematical knowledge
Ability to operate a motor vehicle with a clean driving record required
Excellent decision making judgment communication interpersonal delegation and teamwork skills
Ability to perform manual tasks follow oral and written directions multitask safely and efficiently
Adherence to all company guidelines for safety security and customer-first culture
Good problem solving abilities and adaptability
Proficiency in communication problem solving analysis collaborative skills teamwork and clerical skills

Job Duties

Greet and welcome all visitors in a friendly professional manner
Announce all guests by name to the line and guest service staff and alert dispatch of arriving or departing National Jets aircrafts
Comply with company policies and procedures related to customer service standards ramp safety and security procedures
Identify crewmembers passengers visitors and vendors in accordance with the company’s security procedures
Resolve customer requests questions and concerns regarding the company’s services and products
Assist with taking fuel orders catering and ground transportation requests as needed and confirm accuracy of catering once delivered and invoiced
Assist crew or passengers with directions or recommendations for food lodging entertainment in surrounding areas
Ensure all departing aircrafts have all requested amenities such as catering coffee ice and newspaper
Transport customers by vehicle to and from airport terminal and local hotels as needed
Answer incoming telephone calls determine purpose and forward calls to appropriate personnel or department handling multiple lines and retrieving messages
Alert FBO tenants of their arriving customers
Assist line service technicians and guest service representatives as needed
Ensure proper and timely distribution of mail and packages signing for and labeling customer deliveries
Operate and monitor ARINC frequency assisting with luggage when line service is short
Invoice for retail items sold within the FBO
Understand National Jets fuel programs for billing
Process invoices for Air Ambulance and Executive Charter when necessary
Work closely with maintenance on accurate shop orders and invoicing
Log crew car use
Assign temporary badges for non-FLL individuals
Maintain surveillance of gate 250 and report suspicious behavior
Enter new customer profiles into TFBO
Use POS for Government Air card transactions
Follow open and closing procedures for each shift
Promote and inform guests of National Jets partnerships and fuel programs such as CAA Paragon MIASF GoRentals Wing Points
Escort un-badged guests when line service is short
Answer gate intercom for cars to enter gate
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