Guest Services Specialist (Remote)

Goodwin•Columbus, OH

4d•Remote

About The Position

Goodwin is a technology company serving private charter flight brokers. The Guest Services Specialist owns the trip management pipeline from booking confirmation until the flight is in the air, working with brokers and aircraft operators to support trip execution and deliver an organized, proactive client experience. The role is remote and serves as a primary owner of inbound broker and client requests received through email, phone, and Slack. The position requires live-flight coverage seven days a week, including weekends and holidays. Shifts are scheduled between 7:00 a.m. and 12:00 a.m. Eastern, but flight activity may require logging on earlier or staying later to support aircraft movements. The Specialist manages multiple trips, maintains accurate records in the operations system, supports Flight Coordinators during high-volume periods, and develops the skills and judgment needed to prepare for a Guest Services Lead role.

Requirements

Experience as a Flight Coordinator at Goodwin with demonstrated mastery of the role, or equivalent experience in a live aviation operations environment.
Working knowledge of the private charter trip lifecycle, from booking confirmation through day-of flight.
Proven ability to manage multiple active trips simultaneously with accuracy and composure.
Strong broker- and client-facing communication skills; communication must be clear, professional, and proactive.
Comfort working in a fast-paced, real-time environment where priorities can shift quickly.
Sound judgment about when to act independently and when to escalate.
Availability and reliability to work a flexible schedule across seven days per week between 7:00 a.m. and 12:00 a.m. Eastern.
Authorization to work in the United States without current or future sponsorship.

Nice To Haves

Direct experience in a charter brokerage, operator, or trip management environment.
Experience in a client-facing role in a high-stakes or time-sensitive service environment.
Familiarity with trip management, CRM, or aviation operations software.

Responsibilities

Manage the full trip lifecycle from post-booking intake until trip completion, including passenger manifest management and collection of required documentation.
Arrange trip services such as catering and ground transportation.
Monitor and manage inbound broker and client requests through email, phone, and Slack.
Serve as a primary owner of the Guest Services inbound request queue alongside the Lead; classify, prioritize, and action requests.
Conduct pre-trip outreach and confirmations with operators.
Identify potential flight-impacting issues, seek answers and alternatives, and escalate issues to team leadership or the operator when needed.
Relay and confirm passenger information, changes, service details, and special requests with operators.
Obtain and verify operator information to prepare Preliminary and Final Itineraries for clients.
Serve as the first escalation point for Flight Coordinators, resolving flagged situations or escalating them to the Lead as appropriate.
Support Flight Coordinator duties, including day-of flight tracking, when workload is high.
Keep trip fields, notes, and statuses accurate and current in the operations system throughout each shift.
Collaborate with teammates and maintain clear, timely updates so others can take over trip work seamlessly.