Guest Experience Specialist - BDL

Signature Aviation•East Granby, CT

11d•$21 - $23

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 at Signature Aviation. The specialist welcomes guests, supports flight crews, coordinates services, and helps ensure every visit is smooth, comfortable, and memorable. This is a dynamic, hands-on position requiring flexibility to work varied schedules, including nights, weekends, and holidays. Work takes place indoors and outdoors, often near active aircraft and ground service equipment. The role includes guest-service and concierge duties, flight and service coordination, processing transactions, maintaining guest areas, supporting airside operations, and complying with security and emergency procedures.

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 supervisor or management directions.
Excellent guest-service skills, an energetic and outgoing guest-focused manner, and the ability to anticipate guest needs and prioritize requests and responsibilities while multitasking in a fast-paced environment.
Ability to maintain 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 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, colleagues, 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.
Ability to handle multiple tasks while maintaining attention to detail and concentration in a busy setting.
Ability to use a computer, learn required Company software, and complete Signature training programs in a timely manner.

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 both standard and automatic transmission vehicles.

Responsibilities

Meet and greet arriving guests and crews, providing a friendly welcome and escorting them to the entrance, aircraft, or vehicles.
Collaborate with team members, guests, visitors, Company departments, the private aviation terminal, and external parties to handle services promptly and accurately and transfer information effectively.
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 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 knowledge of Signature facilities and services, its 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 services to manage 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 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 according to 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.
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.