Guest Experience Manager

As a Guest Experience Manager at one of the world’s leading hospitality brands in private aviation, you play a vital role in delivering an exceptional, personalized service to every guest and resident of our private aviation terminal. You’ll lead a high-performing Guest Experience Team, ensuring each interaction reflects warmth, professionalism, and the elevated service our guests expect.

More than a manager, you’re a hospitality ambassador, overseeing daily guest interactions, promoting Signature Aviation’s premium services, and creating lasting impressions that define a world-class air travel experience. With your deep knowledge of our offerings and strong leadership presence, you’ll set the tone for every arrival, departure, and moment in between – making every second exceptional.

This role is both strategic and hands-on. At times, you'll step into frontline service responsibilities alongside your team, all while navigating a flexible schedule that may include evenings, weekends, and holidays. You’ll work both indoors and outdoors in a dynamic environment around active aircraft and ground service equipment.

If you're passionate about hospitality, thrive in fast-paced luxury settings, and lead by example, this is your runway to something remarkable.

Minimum Education and/or Experience:

• Bachelor’s degree or equivalent experience.
• Four (4) years or more of related customer service experience is preferred.
• Minimum of 18 years of age.
• 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.
• Must be legally authorized to work in the jurisdiction of employment.
• Must possess a valid state driver’s license. 

Additional essential knowledge and skills:

• Leadership Skills: Ability to assign tasks wisely, provide feedback to improve performance, administer corrective action, and motivate others.
• 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. Experience with conflict resolution in a hospitality environment is preferred.
• 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.
• Math Skills:  Ability to perform simple arithmetic (e.g., addition, subtraction, multiplication, division, percentages, and fractions).
• Communication Skills: Able to use telephone, fax, two-way radio, email, and 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.
• Critical Thinking / Reasoning Ability:  Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for consistent effective collaboration with team members and service to guests.
• 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.
• Computer Skills:  Ability to use a computer, including pass computer-based training modules. Proficient in Microsoft tools (Word, Excel, PowerPoint, Outlook) and ability to learn company software. 
• Task Management: Excellent time management and organizational skills.  Ability to successfully and timely complete Signature’s training programs.

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, shift worked, responsibilities, seniority, geographical market, merit, output, productivity, prior training or experience, travel.  The pay range for this position is $ 69,000 / $95,000 yearly.

(Other duties may be assigned)

• Provide day-to-day leadership and manage the performance of the PAT’s Guest Experience Team to ensure technical accuracy, demeanor, and adherence to company policies and procedures. Correct performance deficiencies and administer corrective action as needed.
• Interview, onboard, train, and manage team members ensuring their engagement and development.
• Schedule, coordinate and assign duties to qualified Guest Experience team members. Conduct shift and team member meetings and manage special events.
• Provide on-the-job training and assistance to Guest Experience team members. 
• Serve as a resource on all guest service matters and as an escalation point for guest inquiries and billing issues. 
• 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 PAT, other Company departments, and external parties.
• Provide oversight and coordination of guest reservations to ensure seamless guest logistics.
• Accurately process guest purchases and fuel transactions in accordance with Company procedures. May assist with some general accounting work and financial record keeping.
• Maintain a working knowledge of Signature’s facilities, services, website, surrounding areas, and other information commonly asked about by guests.
• Establish relationships with local hotels, restaurants, health clubs, etc. to obtain discounted rates for guests as applicable.
• 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.
• Provide onsite business development support and relationship management with residents.
• Ensure amenities are stocked in guest areas and 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. 
• Conduct accident/injury investigations to determine root causes, including all reporting involved with the incident.
• May act as company liaison in matters related to the airport community.
• Assist and/or manage any regulatory compliance, audits, and/or reporting for airport or government parties if requested.
• Manage inventory of base supplies, uniforms, and equipment complying with company procurement and expensing procedures.
• Understand, comply with, and enforce all operational, safety, and guest service requirements for all aspects of the job.
• 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. 
• Follow emergency response procedures during critical events.
• Understand, comply with, and enforce all security (physical, cyber and data) protocols as dictated by both Signature Aviation and the airport.
• Create accurate records pertaining to time worked by team members and activities and services performed. May be responsible for payroll oversight and compliance.
• Use the Company contact management system to review, capture, and update guest preferences to provide a more personalized service experience.