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Guest Experience Leader - FAT
Signature Aviation
Lead Guest Experience team, ensure exceptional service and handle escalations.
8d ago
$23 - $29
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Fresno, CA
Onsite
Company Size
8,000 Employees
Service Specialisms
Aviation Services
FBO Services
Aircraft Ground Handling
Aircraft Fueling
Charter Services
Private Jet Services
Maintenance and Repair
Aircraft Management
Sector Specialisms
No specialisms available
Role
What you would be doing
flight coordination
service dispatch
guest concierge
staff supervision
security enforcement
amenities management
- Assist Airside Experience team to ensure guests receive an exceptional experience. Services to include, without limitation, valeting customer vehicles, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft.
- 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.
- Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by guests.
- Understand, follow, and enforce all Company and airport security (physical, cyber and data) protocols.
- 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.
- Create accurate records pertaining to time worked and activities and services performed.
- Assist crew and guests with luggage, providing transportation from the facility to commercial terminal, hotel, or other location as required, and fulfilling special requests. Assist pilots with access to weather information, portals, and computers.
- Maintain and stock amenities in guest areas, ensure that lobby, pilot facing spaces, and restroom are clean and free of debris, and confirm that all Signature standards are followed for guest amenities/supplies.
- 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.
- Use the Company contact management system to review, capture, and update customer preferences to provide a more personalized service experience.
- Coordinate and assign duties to Guest Experience Specialists and/or Associates on shift.
- 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.
- Abide by emergency response procedures during critical events.
- Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns in an efficient and effective manner.
- Provide on-the-job training and assistance to Guest Experience Specialists and/or Associates.
- 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.
- 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.
- Promote and sell the Company’s services and products to aircraft passengers and crew.
- Identify crew members, passengers, visitors, and vendors in accordance with the Company’s security procedures.
- Serve as a resource for all guest service matters and as an escalation point for guest inquiries and billing issues.
What you bring
high school
computer
driver's license
leadership
hospitality
aviation experience
- Leadership Skills: Ability to assign tasks wisely, provide feedback to improve performance, and motivate others.
- 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 and write routine reports and correspondence.
- Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for effective collaboration with team members and service to guests.
- Must be legally authorized to work in the jurisdiction of employment.
- High School Diploma or General Education Degree (GED).
- 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.
- 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.
- At least 1 year of customer experience-related work in aviation is preferred.
- 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 at all times. Experience with conflict resolution in a hospitality environment is preferred.
- 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.
- Minimum of 18 years of age.
- Critical Thinking / Reasoning Ability: Ability to use rational thought to analyze and evaluate information, and to make informed decisions in a fast-paced environment.
- Computer Skills: Ability to use a computer, perform data entry, learn necessary company software and timely complete Signature’s training programs.
- Ability to drive standard and automatic transmission vehicles is preferred.
- Must possess a valid state driver’s license.
- Must be able to exercise good judgment and follow directions/directives from supervisor/management.
- Math Skills: Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, and fractions).
- Health Savings Account
- Tuition reimbursement
- Training and Development
- Critical Illness, Hospital Indemnity and Accident Insurance
- Life Insurance
- Employee Assistance Program (EAP) & Perks
- Medical/prescription drug, dental, and vision Insurance
- Flexible Spending Accounts
- Paid Maternity Leave
- Disability Insurance
- Paid time off
- Identity Theft and Legal Services
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- pass criminal, motor vehicle and drug tests; meet airport security badge requirements.
Company
Overview
- With a rich history of providing exceptional fuel services, ground handling, and aircraft maintenance, the company serves thousands of clients worldwide.
- Operates across major airports, offering comprehensive services that cater to both private and commercial aviation.
- The company's expertise spans fueling, maintenance, concierge services, and more, making it a go-to partner for aviation professionals.
- Noteworthy for their innovation, Signature Aviation also invests in sustainable technologies and solutions that benefit both their clients and the environment.
- With an extensive global footprint, Signature Aviation is consistently ranked among the top service providers in the aviation sector.
- Passionate about delivering safe, high-quality services to customers.
- People are our greatest asset; value diversity, teamwork, and collaboration.
- Continuously challenge ourselves to innovate, improve, and provide value.
- Take pride in commitment to integrity and responsible decision-making.
- Support a culture of safety where each individual is responsible for the safety of themselves and others.
2050
Net Zero Target
Aiming to reduce carbon emissions to zero by 2050 through strategic initiatives.
- Focusing on sustainable aviation fuel (SAF) as a key strategy to reduce emissions.
- Working with industry partners to promote environmental initiatives.
- Investing in energy-efficient technologies and practices.
- Implementing initiatives to minimize waste and improve recycling efforts.
- Committed to fostering an inclusive and diverse workforce.
- Aims to enhance women's representation in leadership roles.
- Provides unconscious bias training and other initiatives for an inclusive work environment.
- Tracks diversity metrics to ensure progress in hiring and retaining a diverse workforce.
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