Guest Experience Associate - TEB2

The Guest Experience Associate’s primary responsibility is to guarantee every guest has an exemplary experience by demonstrating reliability in the Company’s value and the services it offers guests.  These services include handling and coordinating guest arrivals and departures, providing safe and courteous transportation to and from the airport and other locations, and oversight of secured airport access points.  Certain functions may be performed in varying weather and environmental conditions such as precipitation, extreme temperatures, jet engine fumes, dust and noise.  A Guest Experience Associate must be able to work flexible schedules, including night, holiday and weekend shifts.  

Qualifications:

Minimum Education and/or Experience:

• High School Diploma or General Education Degree (GED). 
• At least 1 year of customer experience-related work in retail, hospitality, or sales is preferred.
• Must possess a valid state driver’s license. 
• 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 be able to exercise good judgment and follow directions/directives from supervisor/management.
• Able to drive standard and automatic transmission vehicles.

Additional essential knowledge and skills:

• Hospitality Skills:  Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Must be able to anticipate and act on 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. 
• Critical Thinking / Reasoning Ability:  Ability to carry out simple one or two-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, learn necessary company software and timely complete Signature’s training programs.

Responsibilities:

Essential Duties and Responsibilities:

 (Other duties may be assigned)

• Meet and greet guests and crews as they arrive at our facility via airside or streetside and provide a warm, friendly greeting while escorting them to the front entrance, aircraft, or vehicles. 
• Assist crews and guests with luggage, providing transportation from the facility to commercial terminal, hotel, or other nearby location as required, and fulfilling special requests.
• Coordinate ground transportation and staging of personal vehicles for guests, passengers, and crew.  Drive and secure guest vehicles when valet parking. Drive and park rental cars and drive, clean, and fuel crew cars as needed.
• 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 to people, the environment, Company or guest assets, or the Company’s reputation if the work continues. Report concerns to the appropriate manager and cooperate in addressing the unsafe act or condition.
• Create accurate records pertaining to time worked and activities and services performed.
• Communicate and coordinate passenger information with crew and company personnel and respond to questions.
• Use the company contact management system to review, capture, and update customer preferences to provide a more personalized service experience.
• Conduct identification checks for anyone entering the terminal and/or the Airport Operations Area (AOA) in accordance with all security procedures.