Guest Experience Specialist

Signature Aviation•Dulles, VA

About The Position

The Guest Experience Specialist is a hospitality-focused, highly visible role that welcomes guests and crew members and helps ensure their visits are smooth, comfortable, and memorable. The position provides concierge and customer support, coordinates requested services with internal teams and external parties, processes purchases and fuel transactions, and helps manage the flow of services for arriving and departing aircraft. The role also supports the Airside Experience Team and may assist airlines with passenger service functions at certain locations. This hands-on position 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 specialist must follow Company and airport security procedures, safety practices, and emergency response procedures. The stated pay rate is $22 per hour.

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 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 directions from supervisors and management.
Excellent guest service skills and an energetic, outgoing, guest-focused approach; ability to anticipate guest needs and prioritize requests while multitasking 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, including for safety-sensitive duties.
Ability to read and understand safety rules, operating instructions, and procedure manuals.
Ability to perform simple arithmetic, including addition, subtraction, multiplication, division, percentages, and fractions.
Ability to use a 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 well with others and collaborate effectively with team members and guests.
Ability to handle multiple tasks simultaneously while maintaining attention to detail and concentration in a busy setting.
Ability to use a computer, learn Company software, and complete required Company training programs in a timely manner.

Nice To Haves

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

Responsibilities

Greet arriving guests and crews warmly and escort 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, 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.
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.
Maintain knowledge of Company facilities, services, website, surrounding areas, and commonly requested guest information.
Monitor arriving and departing flights and 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 have requested amenities, such as catering, coffee, ice, and newspapers.
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 passengers and crew.
Assist guests and crews with luggage, provide transportation to nearby locations 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 condition or act could cause harm or damage, report concerns to the appropriate manager, and cooperate in addressing them.
Follow emergency response procedures during critical events and 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.
Assist the Airside Experience Team with services including vehicle valeting, wing walking, placing chocks and cones, and positioning stairs or jetways at aircraft.
Assist airlines with passenger service functions in certain locations as needed.