Guest Experience Specialist

Signature Aviation•Kailua Kona, HI

10h•$20 - $25

About The Position

The Guest Experience Specialist is a highly visible, hospitality-driven role and often the first and last impression guests have of Signature Aviation. The position welcomes guests and crew members, coordinates services, and helps ensure each visit is smooth, comfortable, and memorable. It requires reliability, attention to detail, professionalism, and flexibility to work varied schedules, including nights, weekends, and holidays, in indoor and outdoor environments, often near active aircraft and ground service equipment. The role provides concierge and guest services, coordinates arriving and departing flight needs, processes guest purchases and fuel transactions, supports sales, and assists with the upkeep of guest areas. The specialist works closely with guests, crew, team members, company departments, and external parties. Duties may also include helping the Airside Experience team with aircraft and vehicle-related services and assisting airlines with passenger service functions at certain locations.

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 supervisor or management directions.
Excellent guest-service skills and an energetic, outgoing, guest-focused personality; ability to anticipate guest needs, prioritize requests and responsibilities, 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 for job duties and 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 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 while serving guests.
Ability to handle multiple tasks simultaneously while maintaining attention to detail and concentration in a busy setting.
Ability to use a computer, learn company software, and complete Signature training programs in a timely manner.

Nice To Haves

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

Responsibilities

Meet and greet arriving guests and crews, provide a friendly welcome, and escort them to entrances, aircraft, or vehicles.
Collaborate with team members, guests, visitors, company departments, and external parties to ensure services are handled promptly, accurately, professionally, and courteously; communicate information effectively among them.
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.
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 services to the Airside Experience Team.
Use SIGops/SIGnet to log and schedule requested services, update service status, and prioritize services to manage operational flow.
Ensure departing aircraft have requested amenities, such as catering, coffee, ice, and newspapers.
Maintain and restock guest 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 commercial terminals, hotels, or nearby locations as required; 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 to people, the environment, company or guest assets, or the company’s reputation; report concerns to the appropriate manager and cooperate in addressing 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 for personalized service.
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.