Guest Experience Specialist

Signature Aviation•San Jose, CA

16h•$22 - $27

About The Position

The Guest Experience Specialist is a highly visible, hospitality-driven role and often the first and last point of contact for guests and crew members. The specialist welcomes and assists guests with professionalism, care, and attention to detail, helping ensure each visit is smooth, comfortable, and memorable. The role combines front-of-house guest service with coordination of services behind the scenes, including supporting flight crews and working with the Airside Experience Team. This is a dynamic, hands-on position requiring flexibility to work varied schedules, including nights, weekends, and holidays. Work takes place in indoor and outdoor environments, often near active aircraft and ground service equipment. The position also involves complying with company and airport security procedures and responding appropriately to safety concerns and critical events.

Requirements

High school diploma or 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 receive and maintain an airport security badge, and be insurable under applicable company policies.
Legally authorized to work in the jurisdiction of employment.
Ability to exercise good judgment and follow directions from supervisors or management.
Excellent guest-service skills; energetic, outgoing, guest-focused demeanor; ability to anticipate guest needs, prioritize requests, 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, and to 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 telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, team members, or emergency personnel.
Ability to analyze and evaluate information and make informed decisions in a fast-paced environment.
Ability to work effectively with others and demonstrate strong interpersonal and collaboration skills.
Ability to handle multiple tasks simultaneously with attention to detail and concentration in a busy setting.
Ability to use a computer, learn company software, and complete company training programs in a timely manner.

Nice To Haves

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

Responsibilities

Meet and greet arriving guests and crews, provide a friendly welcome, and escort them to the entrance, aircraft, or vehicles.
Collaborate and communicate with team members, guests, visitors, company departments, and external parties to ensure services are handled promptly, accurately, professionally, and courteously.
Receive, dispatch, and process guest purchases and fuel transactions according to company procedures; assist with general accounting and financial record keeping as needed.
Provide concierge services, including arranging hotel stays, ground transportation or rental cars, catering, and customs appointments.
Handle inquiries, requests, billing disputes, and concerns efficiently and effectively.
Maintain working knowledge of company facilities, services, website, surrounding areas, and other 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 requested services, update service status, and prioritize operational flow; ensure departing aircraft receive requested amenities.
Maintain and stock guest-area amenities and keep the lobby, pilot-facing spaces, and restrooms clean and free of debris.
Promote and sell company services and products to aircraft 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 crewmembers, passengers, visitors, and vendors in accordance with security procedures.
Stop work when an unsafe condition or act could cause harm to people, the environment, 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 company and airport physical, cyber, and data security protocols.
Create 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 aircraft stairs or jetways.
Assist airlines with passenger service functions at certain locations as needed.