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Airport Guest Services Coordinator

1 week ago


Boston, Massachusetts, United States Signature Aviation Full time
Job Summary
Serve as the face of Signature Aviation, delivering exceptional guest experiences while interacting with guests, crew members, and coworkers. Collaborate effectively to ensure seamless services are provided in a professional, friendly, and courteous manner.

About Us
Signature Aviation is the world's largest Fixed Base Operators network, offering essential business and private aviation support services at over 200 locations globally. We prioritize delivering an exceptional guest experience, seeking like-minded team members who embody our commitment to excellence and hospitality.

Key Responsibilities
Meet and greet guests upon arrival, providing warm welcomes and escorting them to designated areas. Ensure efficient communication among guests, private aviation terminal staff, company departments, and external parties. Receive, dispatch, and process guest purchases and fuel transactions according to company procedures. Assist with general accounting tasks and financial record-keeping when necessary. Provide concierge services for visitors, arranging reservations for hotel stays, ground transportation, catering, and customs appointments as requested. Manage guest inquiries, resolve requests, handle billing disputes, and address concerns in an efficient and effective manner. Maintain knowledge of Signature's facilities, services, website, surrounding areas, and other information frequently asked about by guests. Monitor arriving and departing flights, coordinating services and assigning tasks to the Airside Experience Team. Utilize real-time system management (SIGops/SIGnet) to log and schedule services, change service status, and oversee operational flow by prioritizing tasks appropriately. Ensure departing aircraft have requested amenities such as catering, coffee, ice, and newspapers. Maintain and stock amenities in guest areas, ensuring lobby, pilot-facing spaces, and restrooms are clean and free of debris. Promote and sell Signature's services and products to aircraft passengers and crew. Assist crews and guests with luggage, provide transportation from the facility to commercial terminals or nearby locations as required, and fulfill special requests. Help pilots access weather information, portals, and computers. Identify crew members, passengers, visitors, and vendors according to security procedures. Report unsafe conditions or acts to appropriate managers and cooperate in addressing them. Abide by emergency response procedures during critical events. Understand, comply with, and enforce all Signature and airport security protocols. Create accurate records of time worked and activities performed. Use the Company contact management system to review, capture, and update customer preferences for personalized service experiences. Work collaboratively with the Airside Experience team to ensure exceptional guest experiences.