Guest Experience Specialist - SJC

Join to apply for the Guest Experience Specialist - SJC role at Signature Aviation

The Guest Experience Specialist is the face of Signature, interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. The primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliable service and value for the service it offers guests. The role requires flexible schedules, including night, holiday, and weekend shifts, and may be performed in varying weather and environmental conditions such as precipitation, extreme temperatures, jet engine fumes, dust, and noise.

• 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.
• Collaborate closely with all team members, guests, and other visitors to ensure services are handled promptly and correctly in a professional and courteous manner.
• 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 including arranging reservations for hotel stays, ground transportation or rental cars, catering, and customs appointments as requested.
• Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns efficiently.
• Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other commonly asked information by guests.
• Monitor arriving and departing flights, coordinate services, and assign to the Airside Experience Team using real-time system management (SIGops/SIGnet).
• Maintain and stock amenities in guest areas; ensure lobby, pilot-facing spaces, and restrooms are clean and free of debris.
• Promote and sell the company’s services and products to aircraft passengers and crew.
• Assist crews and guests with luggage, provide transportation to commercial terminal, hotel, or other nearby locations, and fulfill special requests.
• Identify crew members, passengers, visitors, and vendors in accordance with all security procedures.
• Stop work when an unsafe condition or act is likely to cause harm; report concerns to the appropriate manager.
• Ab by emergency response procedures during critical events.
• Comply with all Signature and airport security protocols (physical, cyber, and data).
• Create accurate records pertaining to time worked and activities performed.
• Use the company contact management system for customer preferences to provide a personalized service experience.
• 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.
• Assist airlines with passenger service functions in certain locations as needed.

• High School Diploma or General Education Degree (GED).
• At least 1 year of customer experience-related work in retail, hospitality, or sales is preferred.
• Valid state driver’s license.
• Minimum of 18 years of age.
• Ability to pass company background checks, drug tests, and meet airport background check requirements to receive and maintain an airport security badge.
• Legally authorized to work in the jurisdiction of employment.
• Good judgment and ability to follow directions from supervisor/management.
• Preferred ability to drive standard and automatic transmission vehicles.

• Hospitality skills:
  Excellent guest service, energetic, outgoing, guest-obsessed personality; ability to anticipate and act on guest needs.
• Language skills:
  Clear communication in English with others in person, phone, radio, and writing.
• Math skills:
  Simple arithmetic (addition, subtraction, multiplication, division, percentages, fractions).
• Communication skills:
  Use of telephone, fax, radio, email, text messaging, and other contact methods.
• Critical thinking:
  Ability to analyze information and make informed decisions in a fast-paced environment.
• Interpersonal skills:
  Ability to get along and…