Guest Experience Specialist - OPF

Signature Aviation•Opa Locka, FL

7d•Onsite

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 position welcomes guests, supports flight crews, coordinates requested services, and helps create a smooth, comfortable, and memorable visit while representing Signature Aviation’s service standards. It is a dynamic, hands-on position requiring 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 coordinates guest services and flight activity, processes purchases and fuel transactions, maintains customer and service records, supports aircraft departures, and helps keep guest areas clean and stocked. The role also supports the Airside Experience Team and may assist airlines with passenger service functions 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, with an energetic, outgoing, guest-focused approach and the ability to anticipate guest needs and prioritize requests.
Ability to multitask in a fast-paced environment while maintaining attention to detail, professionalism, and confidentiality.
Ability to communicate clearly in English in person, by telephone, radio, and in writing for job duties and 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 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.
Ability to use a computer, learn required Company software, and complete Signature training programs on time.

Nice To Haves

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

Responsibilities

Meet and greet arriving guests and crews, providing a warm greeting and escorting them to the front entrance, aircraft, or vehicles.
Collaborate with team members, guests, visitors, Company departments, the private aviation terminal, and external parties to ensure services are handled promptly, accurately, and professionally.
Accurately 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 efficiently.
Maintain knowledge of Signature facilities, services, website, surrounding areas, and 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 statuses, and prioritize the operation’s workflow.
Ensure departing aircraft have requested amenities, including 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 crews and guests 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 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 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 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.