Guest Experience Specialist - DSM

Overview

Provide guest service, concierge, and operational support at a private aviation terminal

Key Responsibilities

• concierge services
• flight monitoring
• system management
• transaction processing
• security compliance
• customer interaction

Tasks

-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. -Assist crews and guests with luggage, provide transportation from the facility to commercial terminal, hotel, or other nearby locations as required, and fulfill special requests. Assist pilots with access to weather information, portals, and computers. -Assist airlines with passenger service functions in certain locations as needed. -Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns in an efficient and effective manner. -Promote and sell the Company’s services and products to aircraft passengers and crew. -Maintain and stock amenities in guest areas and ensure that lobby, pilot facing spaces, and restrooms are clean and free of debris. -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. -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. -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. -Understand, comply with, and enforce all Signature and airport security (physical, cyber and data) protocols. -Identify crewmembers, passengers, visitors, and vendors in accordance with all security procedures. -Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by guests. -Use the Company contact management system to review, capture, and update customer preferences to provide a more personalized service experience. -Assist the Airside Experience team to ensure our guests receive an exceptional experience. Services include without limitation, valeting customer vehicles, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft. -Meet and greet guests and crews as they arrive at our facility and provide a warm, friendly greeting while escorting them to the front entrance, aircraft, or vehicles. -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. -Abide by emergency response procedures during critical events. -Create accurate records pertaining to time worked and activities and services performed.

Requirements

• high school
• customer service
• multitasking
• driver's license
• communication
• math

What You Bring

-Must be able to exercise good judgment and follow directions/directives from supervisor/management. -Must be legally authorized to work in the jurisdiction of employment. -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. 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. -At least 1 year of customer experience-related work in retail, hospitality, or sales is preferred. -Must possess a valid state driver’s license. -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. -Critical Thinking / Reasoning Ability: Ability to use rational thought to analyze and evaluate information, and to make informed decisions in a fast-paced environment. -High School Diploma or General Education Degree (GED). -Math Skills: Ability to perform simple arithmetic (addition, subtraction, multiplication, division, percentages, and fractions). -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 drive standard and automatic transmission vehicles is preferred. -Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for effective collaboration with team members and service to guests. -Computer Skills: Ability to use a computer, learn necessary company software and timely complete Signature’s training programs. -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. -Minimum of 18 years of age.

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Benefits

-Paid time off -Tuition reimbursement -Identity Theft and Legal Services -Life Insurance -Flexible Spending Accounts -Medical/prescription drug, dental, and vision Insurance -Employee Assistance Program (EAP) & Perks -Disability Insurance -Paid Maternity Leave -Training and Development -Critical Illness, Hospital Indemnity and Accident Insurance -Health Savings Account

About Signature Aviation

-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.

Sector Specialisms

Security Clearance

-must pass criminal, motor vehicle, drug tests, and airport security background checks