Guest Experience Leader - SJC

Job Description

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.

(Other duties may be assigned)

• 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.
• Manage guest, crew, and/or visitor inquiries, resolve requests, handle billing disputes, and address concerns in an efficient and effective manner.
• 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 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.
• Promote and sell the Company’s services and products to aircraft passengers and crew.
• 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.
• 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 to people, the…