Guest Experience Specialist - BDL

Signature Aviation•East Granby, CT

11d•Onsite

About The Position

The Guest Experience Specialist is a highly visible, hospitality-focused role that welcomes guests and flight crews and helps make each visit smooth, comfortable, and memorable. The position supports guests in person and behind the scenes, coordinates services, handles transactions and requests, and works with the Airside Experience Team. 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.

Requirements

High school diploma or General Education Degree (GED).
Valid state driver’s license.
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.
Ability to exercise good judgment and follow supervisor and management directions.
Excellent guest service skills, an energetic and outgoing personality, and the ability to anticipate and act on guest needs.
Ability to prioritize requests and responsibilities, multitask, and maintain attention to detail and concentration in a fast-paced environment.
Ability to maintain professionalism and confidentiality.
Ability to communicate clearly in English in person, by telephone and radio, and in writing; read and understand safety rules, operating instructions, and procedure manuals.
Ability to perform basic arithmetic, including addition, subtraction, multiplication, division, percentages, and fractions.
Ability to use communication tools such as telephone, fax, two-way radio, email, or text messaging.
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.
Ability to use a computer, learn Company software, and complete Signature training programs on time.

Nice To Haves

At least 1 year of customer experience-related work in retail, hospitality, or sales.
Experience with conflict resolution in a hospitality environment.
Ability to drive both standard and automatic transmission vehicles.

Responsibilities

Meet and greet guests and crews, providing a friendly welcome and escorting them to the facility entrance, aircraft, or vehicles.
Work closely with team members, guests, visitors, Company departments, and external parties to ensure services and information are handled accurately, promptly, and professionally.
Receive, dispatch, and process guest purchases and fuel transactions according to Company procedures; assist with general accounting and financial record keeping as needed.
Arrange concierge services such as hotel reservations, ground transportation, rental cars, catering, and customs appointments.
Respond to guest, crew, and visitor inquiries; resolve requests and billing disputes and address concerns.
Maintain knowledge of Signature facilities and services, the Company website, nearby areas, and information commonly requested by guests.
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 services, update service statuses, and prioritize operational activity.
Ensure departing aircraft have requested amenities, including catering, coffee, ice, and newspapers.
Maintain and restock guest 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 nearby destinations when required, and fulfill special requests.
Assist pilots with access to weather information, portals, and computers.
Identify crew members, passengers, visitors, and vendors in accordance with security procedures.
Stop work when an unsafe act or condition could cause harm or damage, report concerns to the appropriate manager, and cooperate in resolving them.
Follow emergency response procedures and 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.
Assist the Airside Experience Team with services such as vehicle valeting, wing walking, placing chocks and cones, and positioning aircraft stairs or jetways.
Assist airlines with passenger service functions in certain locations as needed.