Guest Experience Specialist LTN

Signature Aviation Limited; Luton; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading aviation services company is seeking a Guest Experience Specialist based in Luton to deliver a 5-star experience to VIP guests. Responsibilities include managing guest reservations, ensuring high service standards, and liaising with various teams. Ideal candidates will have strong customer service skills, excellent communication abilities, and a clean driving licence. This role offers a competitive starting salary and a range of employee benefits, including enhanced holiday entitlement and continuous development opportunities.

Benefits

Enhanced holiday entitlement

Pension scheme matched up to 7.5%

Employee Assistance Program

Healthcare Cash Plan

Employee Perks platform

Free on-site parking

Professional development opportunities

Social events

Volunteering/Charity days

Enhanced family-friendly leave policies

Qualifications

• Experience in customer service and/or operations environment.
• Strong communication skills and excellent listening abilities.
• Self-motivated with strong time management skills.
• Checkable five-year employment history.
• Full clean driving licence.

Responsibilities

• Ensure guest experience is delivered to the highest standard.
• Make reservations for guests and manage communications.
• Liaise with other teams to share flight information.
• Stand in for Guest Operations Controller as needed.

Skills

Customer service skills

Excellent communication

Problem-solving

Time management

Job description

Guest Experience Specialist - Signature Aviation, Luton FBO

Salary starting from £30,000

Have you got the experience, expertise and aptitude to provide a 5-star experience to VIP Guests? We have a fantastic opportunity as a Guest Experience Specialist!

Who we are:

With more than 225 locations worldwide, Signature Aviation is the largest global network of private aviation terminals, delivering safe, convenient, and elevated experiences to those we serve. As a premier hospitality organisation and a certified Great Place to Work™, we are committed to redefining private air travel. Our nearly 6,000-strong team of aviation experts and enthusiasts is dedicated to delivering excellence to our guests and communities, and it starts with taking care of our team.

Signature provides a variety of benefits, programmes, and resources to support our team members’ overall well‑being and professional development. We proudly volunteer and give back, focusing on elevating the communities where we operate and empowering the next generation of aviation professionals.

Your new role:

As the face of Signature, it is the responsibility of the Guest Experience team to ensure the entire guest experience is delivered to the highest standard from point of reservation through to both crew and passengers being greeted promptly and professionally upon arrival at the FBO.

You will be responsible for making reservations for guests via Signet, ensuring both Outlook and Signet boxes are checked regularly and requests answered in a timely manner. You will meet arriving flights and carry out visa/passport checks, relaying this information to UKBF.

You will liaise with the wider Guest Experience team and other teams to share details of any services requested, or information pertinent to each flight, also acting as a stand in for the Guest Operations Controller when required.

About you:

You will have experience working within a customer service and / or operations environment, ideally gained ‘front of house’. You will have strong customer service skills, be an excellent communicator, a good listener, and a team player with a passion for providing the highest level of guest experience and service.

You will be self‑motivated with strong time management skills, an ability to work accurately under pressure and a calm approach to problem‑solving, last‑minute changes and the ability to work accurately under pressure.

You will have a checkable five‑year employment history and a full and clean driving licence. Additional languages would also be an advantage.

What We Offer:

• Enhanced holiday entitlement
• Defined Contribution Company Pension Scheme, with matched contribution up to 7.5%
• Employee Assistance Program – 24/7 help, guidance and support including access to free face‑to‑face counselling
• Healthcare Cash Plan (Medicash)
• Access to an Employee Perks platform (shopping discounts)
• Free on‑site parking (no bus)!
• Full uniform provided
• Full access to LinkedIn Learning and ongoing Training & Development Opportunities
• Global Development Scheme Opportunities
• Mentorship schemes
• Recognition programme - performance, going above and beyond, service
• Employee of the Month, Quarter & Year awards
• Volunteering / Charity Days
• Regular social events
• Enhanced Family Friendly Leave Policies

Interested?

To apply, simply submit your updated CV outlining your qualifications and experience.