Guest Experience Specialist

Signature Aviation•Milwaukee, WI

About The Position

As a Guest Experience Specialist at Signature Aviation, you are often the first and last impression guests have of the company. This hospitality-driven, highly visible role welcomes guests and crew members, supports flight crews, and coordinates services to make visits smooth, comfortable, and memorable. The position is hands-on and fast-paced, 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.
Must 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.
Must be legally authorized to work in the jurisdiction of employment.
Ability to exercise good judgment and follow supervisor and management directions.
Excellent guest service skills; energetic, outgoing, guest-focused demeanor; ability to anticipate and act on guest needs and prioritize requests and responsibilities while multitasking 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 addition, subtraction, multiplication, division, percentages, and fractions.
Ability to use telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, colleagues, 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.
Ability to handle multiple tasks simultaneously while maintaining attention to detail and concentration.
Ability to use a computer, learn company software, and complete Signature training programs in a timely manner.

Nice To Haves

At least 1 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, and escort them to the facility entrance, aircraft, or vehicles.
Work closely with team members, guests, visitors, the private aviation terminal, company departments, and external parties to ensure services are handled promptly, accurately, professionally, and courteously; transfer information efficiently.
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 efficiently.
Maintain knowledge of Signature facilities and services, its website, surrounding areas, and information commonly requested by guests.
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 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 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 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.
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 aircraft stairs or jetways.
Assist airlines with passenger service functions at certain locations as needed.