Guest Experience Specialist

Signature Aviation; Wheeling (IL); On-site; USD 28,929 - 30,307; Full time

Benefits offered by this job

Medical/prescription drug, dental, and vision insurance

401(k)

Tuition reimbursement

Paid time off

Job summary

Signature Aviation is seeking a Guest Experience Specialist in Wheeling, Illinois, to provide exceptional service to guests and crew members. This hospitality-focused role involves welcoming visitors, coordinating arrival and departure services, and ensuring a smooth experience during their stay.

The ideal candidate will have excellent customer service skills, the ability to multitask in a fast-paced environment, and is required to pass background checks.

The role offers competitive pay at $21.11 per hour along with various benefits including health insurance and paid time off.

Qualifications

• At least 1 year of customer experience-related work in retail, hospitality or sales preferred.
• Ability to pass company background checks and meet airport security badge requirements.
• Legally authorized to work in the jurisdiction of employment.

Responsibilities

• Meet and greet guests and crews upon arrival.
• Provide concierge services like arranging reservations.
• Monitor flights and coordinate services with the Airside Experience Team.

Skills

Excellent guest service skills

Good judgment

Communication skills

Multitasking

Critical thinking

Education

High School Diploma or GED

Job description

Job Description

As a Guest Experience 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.

Responsibilities

• 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, 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, including efficient transfer of information between guests, PAT, other company departments, and external parties.
• 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 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 efficiently.
• 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, 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 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.
• Assist crews and guests with luggage, provide transportation from the facility to commercial terminal, hotel, or other nearby locations as required, and fulfill special requests; assist pilots with access to weather information, portals, and computers.
• Identify crewmembers, 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 manager and cooperate in addressing it.
• Abide by emergency response procedures during critical events.
• Understand, comply with, and enforce all Signature and airport security protocols.
• Create accurate records of time worked and activities performed.
• Use the company contact management system to review, capture, and update customer preferences to provide a more personalized service experience.
• Assist the Airside Experience team to ensure our guests receive an exceptional experience (e.g., valeting customer vehicles, wing walking, placing chocks and cones, positioning stairs/jetway to aircraft).
• Assist airlines with passenger service functions in certain locations as needed.

Qualifications

• 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 18 years of age.
• Ability to pass company background checks (criminal and motor vehicle), drug tests, meet airport security badge requirements, and be insurable by the company’s policies.
• Legally authorized to work in the jurisdiction of employment.
• Good judgment and ability to follow directions from supervisor/management.
• Ability to drive standard and automatic transmission vehicles (preferred).

Additional Essential Knowledge And Skills

• Hospitality skills: excellent guest service skills with an energetic, outgoing, and guest‑obsessed personality; anticipate guests’s needs, prioritize requests, and handle multiple tasks in a fast‑paced environment while maintaining professionalism and confidentiality.
• Language skills: clearly communicate in English verbally, via telephone, radio, and in writing; read and comprehend safety rules, operating instructions, and procedure manuals.
• Math skills: perform simple arithmetic (addition, subtraction, multiplication, division, percentages, fractions).
• Communication skills: use telephone, fax, two‑way radio, email, or text messaging to contact guests, crew, team members, or emergency personnel.
• Critical thinking / reasoning: analyze and evaluate information and make informed decisions in a fast‑paced environment.
• Interpersonal skills: work well with others and collaborate effectively with team members and service to guests.
• Multitasking: handle multiple tasks simultaneously while maintaining attention to detail; high concentration required for accuracy.
• Computer skills: use a computer, learn necessary company software, and complete Signature’s training programs in a timely manner.

Pay

The pay range for this position is $21.11 per hour. Pay varies based on skill sets, education, shift, responsibilities, seniority, geography, merit, output, productivity, prior training, and travel.

Benefits

• Medical/prescription drug, dental, and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Life insurance
• Disability insurance
• 401(k)
• Critical illness, hospital indemnity, and accident insurance
• Identity theft and legal services
• Paid time off
• Paid maternity leave
• Tuition reimbursement
• Training and development
• Employee Assistance Program (EAP) & Perks

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.