Guest Experience Leader

About the role

As a Guest Experience Leader, you play a key role in delivering Signature Aviation’s gold-standard service by leading the Guest Experience team during your shift. While performing many of the same high-touch responsibilities as a Guest Experience Specialist, you also provide hands-on leadership, guidance, and support, ensuring every guest receives an exceptional, welcoming, and personalized experience. You serve as the primary point of escalation for guest questions, concerns, or billing matters that require a higher level of attention, lead by example, and inspire others to deliver outstanding service in a fast-paced, service-oriented environment. This position requires flexibility, including the ability to work nights, weekends, and holidays, and you will operate both indoors and outdoors, often near active aircraft and ground service equipment, in varying weather conditions.

Responsibilities

• Monitor the performance of Guest Experience Specialists and/or Associates to ensure technical accuracy, demeanor, and adherence to Company policies and procedures; correct performance as needed and alert management to any ongoing concerns.
• Coordinate and assign duties to Guest Experience Specialists and/or Associates on shift; provide on-the-job training and assistance.
• Serve as a resource for all guest service matters and as an escalation point for guest inquiries and billing issues.
• Meet and greet guests and crew as they arrive at Signature, providing a warm, friendly greeting while escorting them to the front entrance, aircraft, or vehicles.
• Collaborate, cooperate, and work closely with all team members, guests, and visitors to ensure services are promptly and correctly handled in a professional and courteous manner, including efficient and accurate transfer of information between guests, the private aviation terminal (PAT), other Company departments, and external parties.
• Accurately receive, dispatch, and process guest purchases and fuel transactions in accordance with Company procedures; may assist with general accounting work and financial record keeping.
• Provide concierge services such as arranging hotel stays, ground transportation or rental cars, catering, and customs appointments.
• Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns efficiently and effectively.
• 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.
• Ensure lobby, pilot-facing spaces, and restrooms are clean and free of debris and that all Signature standards are followed for guest amenities/supplies.
• Promote and sell the Company’s services and products to aircraft passengers and crew.
• Assist crew and guests with luggage, including transportation from the facility to commercial terminal, hotel, or other location, and fulfilling special requests.
• Assist pilots with access to weather information, portals, and computers.
• Identify crew members, passengers, visitors, and vendors in accordance with the Company’s security procedures.
• Stop work when an unsafe condition or act is likely to cause harm and report concerns to the appropriate manager.
• Abide by emergency response procedures during critical events and understand, follow, and enforce all Company 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.
• Assist the Airside Experience team to ensure guests receive an exceptional experience, including valeting customer vehicles, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft.

Qualifications

• Minimum Education and/or Experience: High School Diploma or General Education Degree (GED).
• At least 1 year of customer experience-related work in aviation is preferred.
• Must possess a valid state driver’s license and be at least 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 and able to exercise good judgment and follow directions/directives from supervisor/management.
• Ability to drive standard and automatic transmission vehicles is preferred.

Leadership Skills

• Ability to assign tasks wisely, provide feedback to improve performance, and motivate others.

Hospitality Skills

• Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality.
• Ability to anticipate and act on guest needs and prioritize requests and responsibilities by multitasking in a fast-paced environment.
• Must maintain professionalism and confidentiality at all times; 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.
• Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals and write routine reports and correspondence.

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.
• Ability to speak effectively before groups of guests or team members and present information and respond to inquiries.

Critical Thinking / Reasoning Ability

• Ability to use rational thought to analyze and evaluate information and 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, perform data entry, learn necessary company software and timely complete Signature’s training programs.

Pay

The pay range for this position is $24.62 to $30.77 per hour.

Benefits

• Medical, prescription drug, dental, and vision insurance
• Health Savings Account and Flexible Spending Accounts
• Life insurance and disability insurance
• 401(k) with employer match
• Critical illness, hospital indemnity, and accident insurance
• Identity theft and legal services
• Paid time off and paid maternity leave
• Tuition reimbursement
• Training and development
• Employee Assistance Program (EAP) & Perks