Guest Operations Specialist

As a Guest Operations Specialist, you are often the first and last impression our guests have – making you an essential part of the Signature Aviation experience. In this highly visible, hospitality-driven role, you’ll warmly welcome guests and crew members with professionalism, care, and a genuine commitment to creating exceptional moments. 

Whether you’re greeting a VIP traveler, supporting a flight crew, or coordinating services behind the scenes, you bring grace under pressure and attention to detail that ensures every visit is smooth, comfortable, and memorable. Your reliability and pride in service directly reflect the Signature standard our guests trust. 

This is a dynamic, hands-on position that requires flexibility to work varied schedules, including nights, weekends, and holidays, and the ability to operate in both indoor and outdoor environments, often near active aircraft and ground service equipment. 

If you love delivering thoughtful service, working in a fast-paced setting, and being part of a high-end hospitality team, you’ll thrive in this role.

• Frequently required to sit.
• Occasionally required to stand; walk; use hands to finger, handle or feel objects; reach with hands and arms; and talk or hear.
• Occasionally required to lift and/or move up to 10 pounds.
• Read, write and fluently speak and understand the English language.
• Effectively present information and respond to questions from groups of managers, supervisors, clients, customers and the general public.
• Write routine reports, business correspondence and procedure manuals.
• Apply math concepts such as probability and statistical inference and fundamentals of geometry.
• Apply math concepts such as fractions, percentages, rations and proportions to practical situations.
• Define problems, collect data, establish facts and draw valid conclusions.
• Interpret an extensive variety of technical instructions furnished in written oral, diagram or schedule form.
• Specific vision capabilities include close vision and ability to adjust focus.
• Certain functions may be performed in varying weather and environmental conditions such as precipitation, extreme temperatures, jet engine fumes, dust, and noise. This person in this position must be able to work flexible schedules, including night, holiday, and weekend shifts. Some tasks are performed inside and outside near stationary and moving aircraft (including spinning propellers and engines).

Additional knowledge and essential skills: 

Hospitality Skills: Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Must be able to anticipate 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. 

Language Skills: Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals, and for safety-sensitive tasks, in English. Clearly communicate in English with others in person, via telephone, radio communicators, and in writing. 

Math Skills: Ability to perform simple arithmetic (e.g., addition, subtraction, multiplication, division, percentages, fractions, angles, degrees, time). 

Physical Ability: Must be able to physically enter/exit and operate motor vehicles and ground support equipment such as fuel trucks, vans, tugs, and cars. Must be able to perform various functions safely and efficiently (e.g., fueling, de-icing) from elevated heights. 

Critical Thinking / Reasoning Ability: Ability to carry out multi-step instructions. Ability to deal with standardized situations with only occasional or no variables. 

Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for effective collaboration with team members and service to guests. 

Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail. 

Computer Skills: Ability to use a computer and email, learn necessary company software, and pass computer-based training modules. 

Task Management: Ability to successfully and timely complete Signature’s training programs. 

JOB REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. 

High School Diploma or General Education Degree (GED), or Equivalent. E.g.: Completed Secondary School Education with at least five (5) General CXC’s; including Math and English.

One -two (1-2) years’ experience in a similar role would be an asset.

• Experience working in a fast-moving customer focused environment.
• Advanced Computer literacy: Excel, Word, Outlook and PowerPoint
• Demonstrate excellent customer service.
• Team Player
• Detail oriented
• Ability to assimilate information quickly. 
• Proven to be proactive in improving processes.
• Ability to be able to travel if required.
• Valid Driver’s License 

• Communicates with customers via telephone, fax, e-mail, air to ground radio and in person.
• Greets customers whether airside or landside and facilitates customer requests such as fuel, catering, hotel accommodation, ground transportation, etc. in a friendly and timely manner.
• 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, etc.
• Maintain and stock amenities in guest areas and ensure that 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.
• Resolves customer queries and complaints regarding the Company’s services or products.
• Tracks aircraft arrivals / departures and facilitates prompt line services.
• Collaborate, cooperate, and work closely with all team members, guests, clients, vendors, and aircraft crewmembers to ensure service needs are met. Services include, but are not limited to, fueling, de-icing, lavatory, ground power and potable water services, parking, marshalling, wing walking, delivering catering and towing. 
• Assists customers with loading and unloading baggage.
• Transports guests, crews, and others to/from various airport locations utilizing company resources according to company policy.
• Tracks and documents all fuel and other sales, maintains records, completes accurate reports & paperwork and submits them to appropriate departments/individuals in a timely manner.
• Handles cash and credit within ethical and company standards.
• Works overtime or to flexible schedules as required to include nights, holidays and weekends.
• Complies with all company policies and procedures, including those related to customer service standards, safety and security.
• Operate and drive ground service equipment such as fuel trucks, de-icing trucks, ground power units, tugs, stair trucks, etc.
• Load and unload luggage and other cargo into/out of aircraft and from/into the PAT, guest vehicle, or other mode of transportation.
• Provide professional and friendly guest service while exhibiting a positive and helpful attitude to everyone at all times ensuring guests always receive an exceptional experience.
• Offer safe, convenient, and courteous transportation when driving shuttle vehicles to transport guests, luggage and cargo.
• Maintain safe, clean, and secure ramps and operation.
• Other related duties as required and assigned.