Guest Experience Specialist - TYS - FT

Signature Aviation•Alcoa, TN

About The Position

As a Guest Experience Specialist, you are often the first and last impression guests have of Signature Aviation. This highly visible, hospitality-driven role involves warmly welcoming guests and crew members with professionalism and care, and helping make each visit smooth, comfortable, and memorable. The position includes greeting VIP travelers, supporting flight crews, and coordinating services behind the scenes in a fast-paced setting. This is a hands-on role requiring flexibility to work varied schedules, including nights, weekends, and holidays, and to work in indoor and outdoor environments, often near active aircraft and ground service equipment. The role supports the Airside Experience team and may also assist airlines with passenger service functions in certain locations.

Requirements

High School Diploma or General Education Degree (GED).
Valid state driver’s license.
At least 18 years of age.
Must be able 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 insurance policies.
Must be legally authorized to work in the jurisdiction of employment.
Ability to exercise good judgment and follow supervisor or management directions.
Excellent guest-service skills; energetic, outgoing, guest-focused personality; ability to anticipate and act on 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 and radio, and in writing, including for safety-sensitive tasks; ability to read and comprehend 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.
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.
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.
Work closely with team members, guests, visitors, Company departments, and external parties to handle services promptly and accurately, including transferring information.
Receive, dispatch, and process guest purchases and fuel transactions in accordance with 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 efficiently.
Maintain working knowledge of Signature facilities and services, the website, surrounding areas, and commonly requested guest information.
Monitor arriving and departing flights, communicate with aircraft to coordinate services, and assign tasks to the Airside Experience Team.
Use SIGops/SIGnet to log and schedule services, update service status, and prioritize and oversee 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 aircraft passengers and crew.
Assist with luggage, transport guests and crews 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 condition or act 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.
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 guest services, including vehicle valeting, wing walking, placing chocks and cones, and positioning stairs or jetways to aircraft.
Assist airlines with passenger service functions in certain locations as needed.