Guest Experience Specialist - DTW

Signature Aviation Plc • Detroit, MI

377d

About The Position

The Guest Experience Specialist at Signature Aviation is responsible for ensuring that every guest has an exemplary experience by providing professional, friendly, and courteous service. This role involves interacting with guests, crew members, and coworkers, while performing various tasks in both indoor and outdoor environments, often near aircraft. The position requires flexibility in scheduling, including nights, holidays, and weekends, and involves a range of responsibilities from greeting guests to managing inquiries and transactions.

Requirements

• High School Diploma or GED.
• At least 1 year of customer experience-related work in retail, hospitality, or sales is preferred.
• Valid state driver's license.
• Minimum of 18 years of age.
• Ability to pass background checks and drug tests, and meet airport security requirements.
• Legally authorized to work in the jurisdiction of employment.
• Good judgment and ability to follow directions from management.
• Ability to drive standard and automatic transmission vehicles is preferred.

Nice To Haves

• Experience with conflict resolution in a hospitality environment is preferred.
• Ability to communicate clearly in English, both verbally and in writing.
• Familiarity with basic math skills for handling transactions.

Responsibilities

• Meet and greet guests and crews as they arrive at the facility, providing a warm and friendly welcome.
• Collaborate and work closely with team members and guests to ensure services are handled professionally and courteously.
• Accurately process guest purchases and fuel transactions according to company procedures.
• Provide concierge services, including arranging reservations for hotels, transportation, and catering.
• Manage inquiries and resolve requests, handle billing disputes, and address concerns efficiently.
• Maintain knowledge of Signature's facilities, services, and surrounding areas to assist guests effectively.
• Monitor flights and coordinate services with the Airside Experience Team using real-time management systems.
• Maintain and stock amenities in guest areas, ensuring cleanliness and organization.
• Promote and sell company services and products to guests and crew members.
• Assist guests with luggage and transportation needs, fulfilling special requests as required.
• Identify individuals in accordance with security procedures and report unsafe conditions.
• Comply with emergency response procedures and enforce security protocols.
• Create accurate records of time worked and services performed.
• Use the company contact management system to update customer preferences for personalized service.
• Assist the Airside Experience team with various tasks to ensure exceptional guest experiences.

Benefits

• Medical/prescription drug, dental, and vision Insurance
• Health Savings Account
• Flexible Spending Accounts
• Life Insurance
• Disability Insurance
• 401(k)
• Critical Illness, Hospital Indemnity and Accident Insurance
• Identity Theft and Legal Services
• Paid time off
• Paid Maternity Leave
• Tuition reimbursement
• Training and Development
• Employee Assistance Program (EAP) & Perks

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Air Transportation
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees