Guest Experience Specialist

Signature Aviation•West Palm Beach, FL

About The Position

The Guest Experience Specialist is a highly visible, hospitality-driven role that creates a welcoming and professional first and last impression for guests and crew members. The role provides concierge and customer services, coordinates flight-related services, supports transactions, and helps ensure visits are smooth, comfortable, and memorable. 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.

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 receive 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 personality, and the ability to anticipate guest needs and prioritize requests and responsibilities.
Ability to multitask in a fast-paced environment while maintaining professionalism, confidentiality, attention to detail, and concentration.
Ability to communicate clearly in English in person, by telephone, radio, and in writing, including for safety-sensitive tasks; 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 telephone, fax, two-way radio, email, or text messaging to contact guests, crew, team members, or emergency personnel.
Ability to analyze and evaluate information and make informed decisions in a fast-paced environment.
Excellent interpersonal skills and ability to collaborate and work well with others.
Ability to use a computer, learn 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 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 front entrance, aircraft, or vehicles.
Work closely with team members, guests, visitors, company departments, and external parties to ensure services and information are handled 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 stays, ground transportation, rental cars, catering, and customs appointments.
Handle inquiries, requests, billing disputes, and concerns efficiently and effectively.
Maintain knowledge of Signature facilities, services, 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 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 with luggage, provide transportation to commercial terminals, hotels, or nearby locations, fulfill special requests, and help pilots access weather information, portals, and computers.
Identify crewmembers, 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 resolving them.
Follow emergency response procedures during critical events.
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.
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.