Guest Experience Specialist - OPF - FT

Signature Aviation•Opa-locka, FL

About The Position

The Guest Experience Specialist is a highly visible, hospitality-driven role that serves as a first and last impression for Signature Aviation guests. The specialist welcomes guests and crew members, supports flight crews, coordinates services, and helps create a smooth, comfortable, and memorable experience. This 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.

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 for 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 and an energetic, outgoing, guest-focused personality; ability to anticipate guest needs, prioritize requests, and multitask in a fast-paced environment while maintaining professionalism and confidentiality.
Ability to communicate clearly in English in person, by telephone, radio, and in writing, and 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, 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 and guests.
Ability to handle multiple tasks simultaneously while maintaining attention to detail and concentration.
Ability to use a computer, learn required Company software, and complete Signature training programs on time.

Nice To Haves

At least 1 year of customer-experience-related work in retail, hospitality, or sales.
Ability to drive vehicles with standard and automatic transmissions.
Experience with conflict resolution in a hospitality environment.

Responsibilities

Meet and greet guests and crews, provide a warm greeting, and escort them to the facility entrance, aircraft, or vehicles.
Collaborate with team members, guests, visitors, Company departments, and external parties to ensure services 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 reservations, ground transportation, rental cars, catering, and customs appointments.
Handle guest, crew, and visitor inquiries, requests, billing disputes, and concerns efficiently and effectively.
Maintain working knowledge of Signature facilities, services, website, surrounding areas, and commonly requested guest 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 flow.
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, and nearby locations as required, and fulfill special requests.
Assist pilots with access to weather information, portals, and computers.
Identify crewmembers, passengers, visitors, and vendors according to security procedures.
Stop work when an unsafe act or condition could cause harm to people, the environment, Company or guest assets, or the Company’s reputation; report concerns and cooperate in addressing them.
Follow emergency response procedures during critical events.
Understand, 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 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.