Guest Operations Coordinator

The Guest Operations Coordinator serves as the centralized point of contact for guest communications and reservation support across the Signature network. This role is responsible for managing inbound guest communications, reservation requests, service inquiries, and service recovery cases while delivering a consistent, elevated guest experience.

Working within the Network Operations Center (NOC) environment, the Guest Operations Coordinator partners closely with local base teams, NOC Coordinators, and Guest Operations leadership to support day-to-day operations, special events, irregular operations, and VIP guest needs. This role plays a critical part in ensuring timely communication, operational coordination, and service excellence across the guest journey. As digital guest tools, self-service platforms, and AI-enabled solutions continue to evolve, this role will also support adoption, guest engagement, and continuous improvement efforts across the guest experience ecosystem.

• Serve as the primary point of contact for inbound guest communications, including phone calls, emails, and service inquiries.

• Monitor and manage shared guest service inboxes and communication channels.

• Respond to guest inquiries in a professional, timely, and hospitality-focused manner.

• Provide accurate information regarding reservations, services, fees, airport procedures, amenities, and operational updates.

• Ensure guest inquiries are resolved efficiently or escalated appropriately when needed.

• Create, modify, and cancel guest reservations while ensuring accuracy and completeness.

• Coordinate guest service requests, including parking, hangar, fuel, catering, transportation, and other accommodations.

• Maintain accurate reservation records, documentation, and communication history.

• Support reservation management during periods of elevated demand, special events, and operational disruptions.

• Serve as the first point of contact for guest concerns, complaints, and service recovery opportunities.

• Document guest issues thoroughly and ensure timely follow-up and resolution.

• Coordinate with local operational teams to resolve guest concerns effectively.

• Escalate complex or high-impact issues to leadership as appropriate.

• Track recurring guest issues and service trends to support continuous improvement initiatives.

• Support communications and coordination for Circle guests and other high-touch guest experiences.

• Assist with proactive guest notifications and follow-up communications during operational changes or disruptions.

• Partner closely with NOC Coordinators during weather events, irregular operations, and major events.

• Communicate operational impacts, delays, restrictions, and service updates to guests as needed.

• Assist with reservation and communication surge management during peak operational periods.

• Maintain situational awareness of operational events that may impact guest experience or service delivery.

Minimum Education and/or Experience:

• High school diploma or equivalent required.

• Minimum of 2 years of experience in guest services, hospitality, aviation, customer service, operations coordination, or a related field.

• Experience working in a fast-paced, service-oriented environment preferred.

Additional knowledge and skills:

• Strong customer service mindset with a commitment to delivering exceptional guest experiences.

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict resolution skills with the ability to remain calm under pressure.

• Ability to manage multiple priorities and adapt quickly in a fast-paced operational environment.

• Strong attention to detail and organizational skills.

• Proficiency with reservation systems, Microsoft Office, and other operational technology platforms.

• Ability to work flexible schedules, including evenings, weekends, holidays, and during operational disruptions as needed.