Guest Experience Manager - FOK

As one of the world's preeminent hospitality companies, a Guest Experience Manager uses expert knowledge of Signature Aviation’s offerings to provide exceptional service, promote products, and build relationships with the residents and guests of the private aviation terminal (PAT). The Guest Experience Manager serves as a key member of the PAT leadership team by coordinating and directing the activities of the Guest Experience Team while working to consistently guarantee every guest has an exemplary experience. At times, this position will perform the same or similar duties as those assigned to their workgroup. A Guest Experience Manager must be able to work flexible schedules, including nights, holidays, and weekends. Some tasks are performed inside and outside near stationary and moving aircraft (including spinning propellers and engines) and ground service equipment. 

Essential Duties and Responsibilities:

 (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.

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