Guest Services Specialist I

Charleston Regional Aviation Authority•North Charleston, SC

4d•Onsite

About The Position

The Guest Services Specialist I is a key member of the Public Affairs and Guest Services team at Charleston International Airport (CHS). This position is responsible for ensuring a positive and welcoming experience for passengers and visitors by providing exceptional customer service, accurate information, and assistance with a variety of airport-related needs. The Specialist will serve as a primary point of contact, working across multiple desks including the Guest Services Desk, Remote Desk, and the Authority's Administrative Reception Desk. Additionally, the role involves collaborating with airline partners, answering phones, addressing guest inquiries, resolving complaints, and supporting various Public Affairs initiatives to ensure a seamless experience for all. In addition, the Guest Services Specialist will support various Public Affairs initiatives, tasks, and events as needed, contributing to the department's overall success. This position reports to the Public Affairs Administrative Supervisor.

Requirements

High school diploma or GED
Background in customer or guest services
Strong communication skills
Customer-first mindset
Ability to problem-solve and address guest needs in a timely and professional manner
Must possess and maintain a valid South Carolina driver’s license.

Nice To Haves

Experience through vocational training, on-the-job learning, or previous roles in customer service.

Responsibilities

Greet customers at the Administrative Reception Desk and Guest Services desk with a friendly, professional demeanor, creating a warm and welcoming atmosphere.
Assist guests with inquiries or concerns by providing clear directions, answering questions, and offering relevant information about airport services, amenities, and policies.
Address any special requests or needs, ensuring that all customers receive personalized support and attention to ensure a positive and seamless airport experience.
Answer inbound phone calls, respond to emails, and offer accurate information on airport services, flight statuses, policies, amenities, and troubleshoot and resolve any issues or complaints, ensuring a timely and efficient resolution to maintain a positive guest experience.
Stay informed about the latest airport operations, services, and any changes to ensure that guests receive accurate, up-to-date information.
Educate passengers and guests about airport services, policies, and procedures, guiding them to key locations such as terminals, gates, baggage claim, parking, and amenities.
Assist with documentation, data entry, and reporting related to customer service activities, ensuring that all guest interactions are properly recorded and reported.
Proactively address concerns and challenges from guests, offering troubleshooting and resolution options to ensure a positive experience.
Escalate matters to the appropriate supervisor or department while maintaining a calm, professional demeanor.
Provide administrative support as needed, assisting with documentation, data entry, and reporting to help ensure efficient operation of the Public Affairs department.
Assist with department-driven tasks and special events, providing hands-on support in the planning, coordination, and execution of airport initiatives and activities.
Collaborate closely with other departments, to ensure the smooth execution of events, ensuring all logistical and operational details are managed efficiently.
Assist with the setup and breakdown of event spaces, providing on-site support during events, coordinating with vendors, and helping with guest registration or any special requirements.
Promote and facilitate public-facing activities, such as airport tours, community outreach events, and seasonal programs, ensuring a seamless experience for participants and guests.
Collaborate effectively with team members, management, and other departments to ensure that passenger and customer service standards are consistently met.
Contribute to a positive team environment that encourages collaboration, supports a shared commitment to excellence, and ensures the highest quality of service delivery.
Leverage technology to efficiently assist customers with information requests, staying up to date on the latest tools and systems to enhance service delivery.
Regularly attend training sessions and briefings to maintain a current understanding of CHS operations, as well as keep informed about local tourism events and attractions.
Operate a shared computer to enter, retrieve, and update data using software like word processing, spreadsheets, databases, email, and the internet.
Use general office equipment, such as printers or phones, to perform essential job functions.
Performs other related duties as required.