Guest Experience Leader - HNL

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. In this role, you serve as the primary point of escalation for guest questions, concerns, or billing matters that require a higher level of attention. You lead by example, demonstrating reliability, professionalism, and a commitment to excellence in every interaction. This is a fast-paced, service-oriented position that requires flexibility, including the ability to work nights, weekends, and holidays. You’ll operate both indoors and outdoors, often near active aircraft and ground service equipment, and must be comfortable in varying weather conditions. If you take pride in elevating the guest experience, thrive under pressure, and inspire others to deliver outstanding service—this leadership opportunity is your runway to success.

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 to Guest Experience Specialists and/or Associates.
• 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 and provide a warm, friendly greeting while escorting them to 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