Guest Experience Leader - ORD

Job Description As a Guest Experience Leader, you play a key role in delivering Signature Aviation’s gold-standard service by leading the Guest Experience team during your shift. While performing many of the same high‑touch responsibilities as a Guest Experience Specialist, you also provide hands‑on leadership, guidance, and support, ensuring every guest receives an exceptional, welcoming, and personalized experience. In this role, you serve as the primary point of escalation for guest questions, concerns, or billing matters that require a higher level of attention. You lead by example, demonstrating reliability, professionalism, and a commitment to excellence in every interaction. This is a fast‑paced, service‑oriented position that requires flexibility, including the ability to work nights, weekends, and holidays. You’ll operate both indoors and outdoors, often near active aircraft and ground service equipment, and must be comfortable in varying weather conditions. If you take pride in elevating the guest experience, thrive under pressure, and inspire others to deliver outstanding service—this leadership opportunity is your runway to success. Responsibilities Monitor the performance of Guest Experience Specialists and/or Associates to ensure technical accuracy, demeanor, and adherence to Company policies and procedures. Correct performance as needed and alert management to any ongoing concerns. Coordinate and assign duties to Guest Experience Specialists and/or Associates on shift. Provide on‑the‑job training and assistance to Guest Experience Specialists and/or Associates. Serve as a resource for all guest service matters and as an escalation point for guest inquiries and billing issues. Meet and greet guests and crew as they arrive at Signature and provide a warm, friendly greeting while escorting them to front entrance, aircraft, or vehicles. 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 private aviation terminal (PAT), other Company departments, and external parties. Accurately receive, dispatch, and completely process guest purchases and fuel transactions in accordance with Company procedures. May assist with some 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 in an efficient and effective manner. 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 and 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, ensure that lobby, pilot facing spaces, and restroom are clean and free of debris, and confirm that all Signature standards are followed for guest amenities/supplies. Promote and sell the Company’s services and products to aircraft passengers and crew. Assist crew and guests with luggage, providing transportation from the facility to commercial terminal, hotel, or other location as required, and fulfilling special requests. Assist pilots with access to weather information, portals, and computers. Identify crew members, passengers, visitors, and vendors in accordance with the Company’s 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. Abide by emergency response procedures during critical events. Understand, follow, and enforce all Company and airport security (physical, cyber and data) protocols. Create accurate records pertaining to time worked and activities and services performed. Use the Company contact management system to review, capture, and update customer preferences to provide a more personalized service experience. Assist Airside Experience team to ensure guests receive an exceptional experience. Services to include, without limitation, valeting customer vehicles, wing walking, placing chocks and cones, and positioning stairs/jetway to aircraft. Qualifications Minimum Education and/or Experience High School Diploma or General Education Degree (GED). At least 1 year of customer experience‑related work in aviation 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. Ability to drive standard and automatic transmission vehicles is preferred. Additional Essential Knowledge And Skills Leadership Skills: Ability to assign tasks wisely, provide feedback to improve performance, and motivate others. 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 at all times. 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 (addition, subtraction, multiplication, division, percentages, and fractions). Communication Skills: Able to use telephone, fax, two‑way radio, email, or 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 use rational thought to analyze and evaluate information, and to make informed decisions in a fast‑paced environment. 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. High level of concentration is required to ensure accuracy in a busy setting. Computer Skills: Ability to use a computer, perform data entry, learn necessary company software and timely complete Signature’s training programs. About Us 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 organization 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, programs, and resources to support our team members’ overall well‑being and professional development. We proudly volunteer and give back, focusing on elevating the neighborhoods where we operate, empowering the next generation of aviation professionals, and supporting our veterans. From your health to your financial wellness, there are several benefits for you and your family when joining Signature Aviation. Our 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. #J-18808-Ljbffr Signature Aviation