Guest Experience Specialist

JOB DESCRIPTION

The Guest Experience Specialist often serves as the face of Signature while interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner.  A Guest Experience Specialist’s primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliability service and value for the service it offers guests.  Certain functions may be performed in varying weather and environmental conditions such as precipitation, extreme temperatures, jet engine fumes, dust, and noise.  This person in this position must be able to work flexible schedules, including night, holiday, and weekend shifts.  Some tasks are performed inside and outside near stationary and moving aircraft (including spinning propellers and engines).

RESPONSIBILITIES

Essential Duties and Responsibilities:

 (Other duties may be assigned)

• Meet and greet guests and crews as they arrive at our facility and provide a warm, friendly greeting while escorting them to the front entrance, aircraft, or vehicles. 
• Effectively collaborate, cooperate, and work closely with all team members, guests, and other visitors to ensure services are promptly and correctly handled in a professional and courteous manner.  This includes ensuring an efficient and accurate transfer of information through various methods between and among guests, the private aviation terminal (PAT), other Company departments, and external parties.
• Accurately receive, dispatch, and completely process guest purchases and fuel transactions in accordance with Company procedures. May assist with some general accounting work and financial record keeping.
• Provide visitors with a wide array of concierge services including arranging reservations for hotel stays, ground transportation or rental cars, catering, and customs appointments as requested.
• Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns in an efficient and effective manner.
• Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by guests.
• Monitor arriving and departing flights and communicate with aircraft to coordinate services and assign to the Airside Experience Team. Use real-time system management (SIGops/SIGnet) to log and schedule requested services, change service status, and supervise the operation’s flow by appropriately prioritizing services. Ensure all departing aircraft have all requested amenities such as catering, coffee, ice, and newspaper.
• Maintain and stock amenities in guest areas and ensure that lobby, pilot facing spaces, and restrooms are clean and free of debris.
• Promote and sell the Company’s services and products to aircraft passengers and crew. 
• Assist crews and guests with luggage, provide transportation from the facility to commercial terminal, hotel, or other nearby locations as required, and fulfill special requests. Assist pilots with access to weather information, portals, and computers.
• Identify crewmembers, passengers, visitors, and vendors in accordance with all security procedures.
• Stop work when an unsafe condition or act is likely to cause harm to people, the environment, Company or guest assets, or the Company’s reputation if the work continues. Report concerns to the appropriate manager and cooperate in addressing the unsafe act or condition.
• Abide by emergency response procedures during critical events.
• Understand, comply with, and enforce all Signature and airport security (physical, cyber and data) protocols.
• Create accurate records pertaining to time worked and activities and services performed.
• Use the Company contact management system to review, capture, and update customer preferences to provide a more personalized service experience.
• Assist the Airside Experience team to ensure our guests receive an exceptional experience.  Services include without limitation, valeting customer vehicles, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft.
• Assist airlines with passenger service functions in certain locations as needed. 

 

QUALIFICATIONS

Minimum Education and/or Experience:

• High School Diploma or General Education Degree (GED). 
• At least 1 year of customer experience-related work in retail, hospitality, or sales is preferred.
• Must possess a valid state driver’s license. 
• Minimum of 18 years of age.
• Ability to pass company background checks (criminal and motor vehicle), drug tests, meet airport background check requirements to receive and maintain an airport security badge, and be insurable by the Company's applicable insurance policies.
• Must be legally authorized to work in the jurisdiction of employment.
• Must be able to exercise good judgment and follow directions/directives from supervisor/management.
• Ability to drive standard and automatic transmission vehicles is preferred.

 

Additional essential knowledge and skills:

• Hospitality Skills:  Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Must be able to anticipate and act on guest needs and prioritize guest requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment. Must be able to maintain professionalism and confidentiality. Experience with conflict resolution in a hospitality environment is preferred.
• Language Skills:  Clearly communicate in English with others in person, via telephone, radio communicators, and in writing for purposes of performing certain job duties and safety-sensitive tasks.  Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals. 
• Math Skills:  Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, and fractions).
• Communication Skills:  Able to use telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, team members, or emergency personnel.
• Critical Thinking / Reasoning Ability:  Ability to use rational thought to analyze and evaluate information, and to make informed decisions in a fast-paced environment.
• Interpersonal Skills:  Ability to get along and work well with others. Excellent interpersonal skills for effective collaboration with team members and service to guests. 
• Multitasking:  Ability to handle multiple tasks simultaneously while maintaining attention to detail. High level of concentration is required to ensure accuracy in a busy setting.
• Computer Skills:  Ability to use a computer, learn necessary company software and timely complete Signature’s training programs.

ABOUT US

Signature Aviation is the world's largest Fixed Base Operators (FBO) network, with over 200 locations and 5,000 employees globally. This worldwide FBO network is home to essential business and private aviation support services, including refueling, hangarage, maintenance, repair and overhaul, and other world-class amenities with exceptional customer service.  We are renowned for delivering an exceptional guest experience and seek like-minded team members to ensure that every interaction reflects our commitment to excellence and hospitality.

From your health to your financial wellness, there are several benefits for you and your family when joining Signature Aviation.

     Our Benefits:

• 401(k)
• Critical Illness, Hospital Indemnity and Accident Insurance
• Identity Theft and Legal Services
• Paid time off
• Tuition reimbursement 
• Training and Development
• Employee Assistance Program (EAP) & Perks

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.

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