Airside Experience Leader - CHS

Signature Aviation•North Charleston, SC

6d•Onsite

About The Position

The Airside Experience Leader guides and supports the Airside Experience team, ensuring services for aircraft, crew, cargo, and guests are delivered safely, accurately, and with exceptional care. This hands-on hospitality-focused leader oversees airside operations, supports the team in creating welcoming guest experiences, resolves guest concerns, and serves as the primary escalation point for matters beyond the scope of Airside Experience Specialists or Associates. The role requires a strong understanding of company policies and a proactive approach to operational excellence and guest satisfaction. The position involves supervising and training team members while also participating in airside services such as fueling, de-icing, cargo handling, aircraft parking and marshalling, wing walking, towing, and delivering catering. The leader operates ground service equipment, supports guest transportation, maintains safe and secure ramps, and follows operational, safety, security, and emergency procedures. The role requires a flexible schedule, including evenings, weekends, and holidays, and work outdoors near active aircraft and equipment.

Requirements

High school diploma or GED.
One to two years of experience and/or training in aviation or cargo operations, or an equivalent combination of education and experience.
Training and sign-off for specialty responsibilities, such as aircraft oil and oxygen service, and other certifications required by base operations, such as towing or de-icing.
At least 18 years of age.
Ability to pass company criminal and motor vehicle background checks and drug tests, meet airport background-check requirements to obtain and maintain an airport security badge, and be insurable under applicable company insurance policies.
Legally authorized to work in the jurisdiction of employment.
Excellent vision and coordination to move and/or direct aircraft and visually inspect aircraft fuel.
Ability to pass a color vision test for aviation fuel inspection.
Valid state driver’s license; a commercial driver’s license is required in some locations based on local regulations and business needs.
Ability to exercise good judgment and follow supervisor and management directions.
Excellent guest-service skills and an energetic, outgoing, guest-focused personality; ability to anticipate and act on guest needs and prioritize requests and responsibilities while multitasking in a fast-paced environment.
Ability to maintain professionalism and confidentiality.
Ability to assign tasks, provide performance feedback, and motivate others.
Ability to read and understand safety rules, operating instructions, and procedure manuals; communicate clearly in English in person, by telephone, radio, and in writing; and write routine reports and correspondence.
Ability to perform basic arithmetic, including percentages, fractions, angles, degrees, and time.
Ability to use telephone, fax, two-way radio, email, and text messaging to contact guests, crew members, team members, and emergency personnel.
Ability to speak effectively to groups and present information and respond to inquiries.
Ability to enter, exit, and operate motor vehicles and ground support equipment, including fuel trucks, vans, tugs, freight-handling equipment, and cars.
Ability to perform tasks such as fueling and de-icing safely and efficiently from elevated heights.
Ability to analyze and evaluate information and make informed decisions in a fast-paced environment.
Ability to work well with others and collaborate effectively with team members and guests.
Ability to handle multiple tasks simultaneously while maintaining attention to detail.
Ability to use a computer and email, complete computer-based training modules, and learn company software.
Ability to complete Signature’s training programs successfully and on time.

Responsibilities

Monitor Airside Experience Specialists’ and/or Associates’ performance for technical accuracy, demeanor, and compliance with company policies and procedures; correct performance as needed and alert management to ongoing concerns.
Coordinate and assign duties, and provide shift supervision to qualified Airside Experience Specialists and/or Associates.
Provide on-the-job training and assistance to Airside Experience Specialists and/or Associates.
Serve as a resource on guest service matters and an escalation point for guest inquiries.
Work with the team to conduct airside operations safely and efficiently according to policies and standard operating procedures, communicating accurately through appropriate methods.
Collaborate with team members, guests, clients, vendors, and aircraft crewmembers to meet service needs.
Perform or support services including cargo operations, fueling, de-icing, lavatory, ground power and potable water services, parking, marshalling, wing walking, catering delivery, and towing.
Prepare proactively for arriving and departing aircraft, identify and perform open job tasks, and immediately raise observed safety concerns.
Operate and drive ground service equipment, including fuel trucks, de-icing trucks, ground power units, tugs, stair trucks, and freight-handling equipment.
Load and unload luggage and other cargo to and from aircraft, the private aviation terminal, guest vehicles, and other transportation.
Provide professional, friendly guest service and maintain a positive, helpful attitude.
Drive shuttle vehicles to transport guests, luggage, and cargo safely and courteously.
Maintain safe, clean, and secure ramps and operations.
Handle fuel quality control, fuel receipt, inventory, and related documentation.
Understand, comply with, and enforce operational, safety, and guest service requirements.
Stop work when an unsafe act or condition could cause harm to people, the environment, company assets, or the company’s reputation; report concerns and cooperate in resolving them.
Follow emergency response procedures when critical events occur.
Understand, comply with, and enforce company and airport physical, cyber, and data security protocols.
Create accurate records of time worked and activities and services performed.