Guest Experience Specialist

Signature Aviation•Kailua Kona, HI

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. The position welcomes guests, coordinates services, responds to requests, and helps create a smooth and memorable experience. 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 policies.
Legally authorized to work in the jurisdiction of employment.
Ability to exercise good judgment and follow directions from supervisors and management.
Excellent guest service skills and an energetic, outgoing, guest-focused approach; ability to anticipate and act on guest needs.
Ability to prioritize requests and responsibilities, multitask, and maintain attention to detail 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 tasks.
Ability to read and understand safety rules, operating instructions, and procedure manuals.
Ability to perform simple arithmetic, including 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 information, reason, 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 Company software, and complete required 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 guests and crews, provide a friendly welcome, and escort them to entrances, aircraft, or vehicles.
Coordinate and communicate service information among guests, the private aviation terminal, Company departments, and external parties.
Receive, dispatch, and process guest purchases and fuel transactions according to Company procedures; assist with accounting and financial record keeping as needed.
Arrange concierge services such as hotel stays, ground transportation, rental cars, catering, and customs appointments.
Respond to inquiries, resolve requests and billing disputes, and address concerns efficiently.
Maintain knowledge of Signature facilities, services, website, nearby areas, and information commonly requested by guests.
Monitor arriving and departing flights and coordinate services with aircraft and the Airside Experience Team.
Use SIGops/SIGnet to log and schedule services, update service status, and prioritize operational workflow.
Ensure departing aircraft receive 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 with luggage, provide transportation to nearby destinations as required, and fulfill special requests.
Assist pilots with access to 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 and 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.
Support the Airside Experience Team with services such as vehicle valeting, wing walking, placing chocks and cones, and positioning stairs or jetways.
Assist airlines with passenger service functions at certain locations as needed.