Guest Experience Specialist - MAF

Signature Aviation•Midland, TX

About The Position

The Guest Experience Specialist is a highly visible, hospitality-driven role serving as a first and last point of contact for guests and crew members. The position welcomes visitors, supports flight crews, coordinates services, and helps create smooth, comfortable, and memorable experiences. It is hands-on and requires 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 involves greeting and assisting guests, coordinating concierge and aircraft services, processing purchases and fuel transactions, maintaining guest areas, and supporting airside operations. Specialists communicate with guests, crews, Company departments, and external parties; monitor flight activity; and use Company systems to schedule and track services. They also follow security and emergency procedures, support safe operations, and maintain accurate records.

Requirements

High school diploma or General Education Degree (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 approach; ability to anticipate 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; 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, and 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 while maintaining attention to detail and concentration in a busy setting.
Ability to use a computer, learn required Company software, and complete Signature training programs.

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, and escort them to the entrance, aircraft, or vehicles.
Work closely with team members, guests, visitors, Company departments, and external parties to ensure prompt, accurate, professional service and information transfer.
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, including hotel reservations, ground transportation or rental cars, catering, and customs appointments.
Respond to inquiries, resolve requests, handle billing disputes, and address concerns efficiently.
Maintain knowledge of Signature facilities, services, website, surrounding areas, and commonly requested guest information.
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 workflow; ensure departing aircraft have requested amenities such as catering, coffee, ice, and newspapers.
Maintain and stock guest amenities and keep lobbies, 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 in accordance with security procedures.
Stop work and report unsafe conditions or acts that could harm people, the environment, assets, or the Company’s reputation, 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.
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 in certain locations as needed.