Guest Experience Specialist

Signature Aviation•Roanoke, VA

6d•$18 - $20

About The Position

The Guest Experience Specialist is a highly visible, hospitality-driven position serving as a first and last point of contact for guests and flight crews at Signature Aviation. The role welcomes guests, coordinates services, and provides thoughtful, professional assistance to create a smooth and memorable experience. It requires flexibility to work varied schedules, including nights, weekends, and holidays, and to work indoors and outdoors, often near active aircraft and ground service equipment. The position combines guest relations and concierge services with transaction processing, flight and service coordination, facility upkeep, security compliance, and support for airside operations. Specialists assist guests and crews with requests, amenities, transportation, luggage, and other needs while coordinating with internal teams, aircraft, airport personnel, and external service providers. The position pays $18 to $20 per hour.

Requirements

High school diploma or GED.
Valid state driver’s license.
At least 18 years of age.
Legally authorized to work in the jurisdiction of employment.
Ability to pass Company criminal and motor vehicle background checks and drug tests, meet airport background-check requirements to receive and maintain an airport security badge, and be insurable under applicable Company insurance policies.
Ability to exercise good judgment and follow supervisor and management directions.
Excellent guest service skills; an energetic, outgoing, guest-focused approach; ability to anticipate and act on guest needs; and ability to prioritize and multitask in a fast-paced environment while maintaining professionalism and confidentiality.
Ability to communicate clearly in English in person, by telephone, radio, and in writing, including for safety-sensitive tasks; read and comprehend safety rules, operating instructions, and procedure manuals.
Ability to perform simple arithmetic, including addition, subtraction, multiplication, division, percentages, and fractions.
Ability to use telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, team members, and emergency personnel.
Ability to analyze and evaluate information and make informed decisions in a fast-paced environment.
Excellent interpersonal skills and ability to work collaboratively with others.
Ability to handle multiple tasks simultaneously while maintaining attention to detail and concentration in a busy setting.
Ability to use a computer, learn necessary Company software, and complete Signature training programs on time.

Nice To Haves

At least one year of customer experience-related work in retail, hospitality, or sales.
Experience with conflict resolution in a hospitality environment.
Ability to drive standard and automatic transmission vehicles.

Responsibilities

Meet and greet arriving guests and crews, provide a friendly welcome, and escort them to the entrance, aircraft, or vehicles.
Work closely with team members, guests, visitors, Company departments, and external parties to ensure services and information are handled promptly, accurately, and professionally.
Receive, dispatch, and process guest purchases and fuel transactions according to Company procedures; assist with general accounting and financial recordkeeping as needed.
Arrange concierge services such as hotel reservations, ground transportation or rental cars, catering, and customs appointments.
Respond to guest, crew, and visitor inquiries; resolve requests and billing disputes and address concerns efficiently.
Maintain working knowledge of Signature facilities, services, website, surrounding areas, and other commonly requested information.
Monitor arriving and departing flights, communicate with aircraft to coordinate services, and assign work to the Airside Experience Team.
Use SIGops/SIGnet to log and schedule requested services, update service status, and prioritize and monitor operational flow.
Ensure departing aircraft have requested amenities, including catering, coffee, ice, and newspapers.
Maintain and stock guest-area amenities and keep lobbies, pilot-facing spaces, and restrooms clean and free of debris.
Promote and sell Company services and products to passengers and crew.
Assist guests and crews with luggage; provide transportation to commercial terminals, hotels, or nearby locations as required; fulfill special requests; and help pilots access weather information, portals, and computers.
Identify crew members, passengers, visitors, and vendors in accordance with security procedures.
Stop work when an unsafe condition or act could cause harm to people, the environment, Company or guest assets, or the Company’s reputation; report concerns and cooperate in addressing them.
Follow emergency response procedures during critical events.
Understand, comply with, and enforce Signature and airport physical, cyber, and data security protocols.
Maintain accurate records of time worked and activities and services performed.
Use the Company contact management system to review, capture, and update customer preferences for personalized service.
Assist the Airside Experience team with services such as vehicle valeting, wing walking, placing chocks and cones, and positioning stairs or jetways to aircraft.
Assist airlines with passenger service functions at certain locations as needed.