Guest Experience Specialist - MAF

Signature Aviation•Midland, TX

About The Position

The Guest Experience Specialist is a highly visible, hospitality-focused role that provides a welcoming and professional first and last impression for guests and crew members. The role supports a smooth, comfortable, and memorable visit by delivering concierge services, coordinating requests and flight services, handling transactions, and assisting guests and crews. 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 also supports operational and safety procedures, maintains guest areas and amenities, records services and customer preferences, and assists the Airside Experience Team. Duties may include assisting airlines with passenger services at certain locations.

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 and an energetic, outgoing, guest-focused personality; ability to anticipate and act on guest needs.
Ability to prioritize guest requests and job responsibilities and multitask in a fast-paced environment while maintaining attention to detail and concentration.
Ability to maintain professionalism and confidentiality.
Ability to communicate clearly in English in person, by telephone, radio, and in writing, including for safety-sensitive tasks.
Ability 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 a telephone, fax, two-way radio, email, or text messaging to contact guests, crew, team members, or emergency personnel.
Ability to analyze and evaluate information using rational thought 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 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 both standard and automatic transmission vehicles.
Experience with conflict resolution in a hospitality environment.

Responsibilities

Meet and greet arriving guests and crews, and escort them to the facility entrance, aircraft, or vehicles.
Collaborate with team members, guests, visitors, company departments, and external parties to handle services 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.
Arrange concierge services such as hotel reservations, ground transportation or rental cars, catering, and customs appointments.
Respond to inquiries, resolve requests and billing disputes, and address concerns efficiently and effectively.
Maintain working knowledge of company facilities, services, website, surrounding areas, and other information guests commonly request.
Monitor arriving and departing flights, communicate with aircraft to coordinate services, and assign services to the Airside Experience Team.
Use SIGops/SIGnet to log and schedule requested services, update service status, and prioritize operational workflow.
Ensure departing aircraft have requested amenities, including catering, coffee, ice, and newspapers.
Maintain and stock guest amenities and keep lobbies, 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, and fulfill special requests.
Assist pilots with access to weather information, portals, and computers.
Identify crewmembers, passengers, visitors, and vendors in accordance with security procedures.
Stop work when an unsafe act or condition could cause harm to people, the environment, company or guest assets, or the company’s reputation; report concerns and cooperate in resolving them.
Follow emergency response procedures during critical events.
Understand, comply with, and enforce company 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 in delivering exceptional guest service, including valeting vehicles, wing walking, placing chocks and cones, and positioning aircraft stairs or jetways.
Assist airlines with passenger service functions at certain locations as needed.