Guest Experience Specialist

Signature Aviation•Moonachie, NJ

22h•$22 - $25

About The Position

The Guest Experience Specialist is a highly visible, hospitality-driven role that serves as a first and last point of contact for guests and crew members at Signature Aviation. The specialist welcomes visitors, helps coordinate requested services, and provides thoughtful, professional support to make each visit smooth and memorable. The role 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 combines guest service, concierge support, transaction processing, flight and service coordination, facility upkeep, security, and assistance to the Airside Experience team. Duties include assisting with luggage and transportation, supporting pilots with information and computer access, and helping position aircraft-related equipment. The role also involves following airport and company security procedures, maintaining accurate records, and responding appropriately to unsafe conditions and emergencies.

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 or management.
Excellent guest-service skills, with an energetic, outgoing, guest-focused approach; ability to anticipate guest needs, prioritize requests, and multitask 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, 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, team members, and emergency personnel.
Ability to analyze and evaluate information and make informed decisions in a fast-paced environment.
Strong interpersonal skills and ability to collaborate effectively with others.
Ability to handle multiple tasks simultaneously while maintaining attention to detail and concentration.
Ability to use a computer, learn company software, and complete company training programs in a timely manner.

Nice To Haves

At least one 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 guests and crews, provide a friendly welcome, and escort them to the entrance, aircraft, or vehicles.
Coordinate and communicate with team members, guests, visitors, company departments, and external parties to ensure services are handled promptly, accurately, and professionally.
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.
Handle inquiries, requests, billing disputes, and concerns efficiently and effectively.
Maintain knowledge of company facilities and services, the company website, surrounding areas, and other commonly requested information.
Monitor arriving and departing flights, communicate with aircraft, 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 activity; 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 aircraft passengers and crew.
Assist guests and crews with luggage, provide transportation to nearby destinations 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 or damage, report concerns to the appropriate manager, and cooperate in addressing them.
Follow emergency response procedures during critical events.
Understand, 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 to aircraft.
Assist airlines with passenger service functions at certain locations as needed.