Airside Experience Leader

About the role

As an Airside Experience Leader, you guide and support the Airside Experience team, ensuring services for aircraft, crew, cargo, and guests are delivered with precision, safety, and exceptional care. You are a hospitality‑focused leader, helping your team create seamless and welcoming experiences for every guest in our facilities. You provide oversight of airside operations, resolve guest concerns, and act as the primary escalation point beyond the scope of Airside Experience Specialists or Associates. With a strong understanding of company policies and a proactive approach, you lead your team to maintain operational excellence while keeping guest satisfaction front and center. This role requires a flexible schedule, including evenings, weekends, and holidays, and the ability to work in outdoor environments near active aircraft and equipment.

Responsibilities

• Monitor performance of Airside Experience Specialists and Associates to ensure technical accuracy, demeanor, and adherence to company policies and procedures; correct performance as needed and alert management to ongoing concerns.
• Coordinate, assign duties, and provide shift supervision to qualified Airside Experience Specialists and Associates.
• Provide on‑the‑job training and assistance to Airside Experience Specialists and Associates.
• Serve as a resource on all guest service matters and as an escalation point for guest inquiries.
• Work as part of a team to conduct airside operations safely and efficiently in accordance with established policies and SOPs, ensuring efficient and accurate communication through various methods.
• Collaborate with team members, guests, clients, vendors, and aircraft crewmembers to meet service needs, including cargo service operations, fueling, de‑icing, lavatory, ground power and potable water services, parking, marshalling, wing walking, delivering catering and towing.
• Proactively prepare for arriving/departing aircraft, identify and perform open job tasks, and immediately speak up or point out observed safety concerns.
• Operate and drive ground service equipment such as fuel trucks, de‑icing trucks, ground power units, tugs, stair trucks, and other freight handling equipment.
• Load and unload luggage and other cargo into/out of aircraft and from/into the private aviation terminal, guest vehicles, or other modes of transportation.
• Provide professional and friendly guest service with a positive attitude, ensuring an exceptional experience.
• Offer safe, convenient, and courteous transportation when driving shuttle vehicles with guests, luggage, and cargo.
• Maintain safe, clean, and secure ramps and operations.
• Handle fuel, including fuel quality control, fuel receipt, inventory, and maintaining accurate related documentation.
• Understand, comply with, and enforce all operational, safety, and guest service requirements; stop work when an unsafe condition exists and report concerns.
• Abide by emergency response procedures when critical events occur.
• Comply with all security (physical, cyber, and data) protocols as dictated by Signature Aviation and the airport.
• Create accurate records of time worked, activities, and services performed.

Qualifications

• High School Diploma or GED.
• 1–2 years of experience and/or training in aviation or cargo operations, or an equivalent combination of education and experience.
• Trained and signed off to perform specialty responsibilities (e.g., oil and oxygen service for aircraft) and required certifications (e.g., towing, de‑icing) as required by base‑specific operations.
• Minimum age of 18 years.
• Ability to pass company background checks, drug tests, airport background check requirements, and obtain and maintain an airport security badge; must be insurable under company insurance policies.
• Legal authorization to work in the jurisdiction of employment.
• Excellent vision and coordination for moving/directing aircraft and visually inspecting fuel; ability to pass a color vision test for fuel inspection.
• Valid state driver’s license; in some locations a commercial driver’s license (CDL) may be required.
• Ability to exercise good judgment and follow directions from supervisors/management.

Essential Knowledge and Skills

• Hospitality: Excellent guest service skills with an energetic, outgoing, guest‑obsessed personality; ability to anticipate and act on guest needs, prioritize requests, and multitask in a fast‑paced environment while maintaining professionalism and confidentiality.
• Leadership: Ability to assign tasks wisely, provide feedback, improve performance, and motivate others.
• Language: Ability to read and comprehend safety rules, operating instructions, and procedure manuals in English; communicate clearly in English verbally, via telephone