Guest Experience Leader (Fixed-term) LTN

Overview

Guest Experience Leader - Signature Aviation, Luton FBO

Full time, Temporary Contract

We are looking for a Guest Experience Leader to provide leadership and support to the Guest Experience team, ensuring every guest receives outstanding service while overseeing daily operations and handling escalations. This role requires flexibility, with duties performed in both indoor and outdoor environments around active aircraft.

Who we are

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 organisation 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, programmes, and resources to support our team members’ overall well-being and professional development. We proudly volunteer and give back, focusing on elevating the communities where we operate and empowering the next generation of aviation professionals.

Your new role

As a key member of our team, you will be responsible for overseeing the daily performance of Guest Experience Specialists and Associates, ensuring technical accuracy, professionalism, and compliance with company policies. You will coordinate and assign duties on shift, provide on-the-job training, and act as a resource for all guest service matters, including escalations and billing inquiries. Your leadership will help maintain a high standard of service while fostering collaboration and efficiency across the operation.

In this role, you’ll deliver a world-class experience for guests and crew, offering a warm welcome on arrival and assisting with concierge services such as hotel reservations, transportation, catering, and customs appointments. You’ll handle guest purchases and fuel transactions, support general accounting processes, and maintain a strong knowledge of our facilities, services, and surrounding areas to ensure every interaction is seamless. Additionally, you’ll monitor arriving and departing flights, coordinate services through our real-time system, and work closely with the Airside Experience Team to guarantee that all aircraft and crew receive the requested amenities and support.

Your responsibilities will also include maintaining guest areas to Signature’s high standards, promoting company services, assisting with luggage and transportation, and ensuring all safety and security protocols are followed. From managing records and updating customer preferences to supporting emergency procedures and identifying potential safety risks, you’ll play an essential role in delivering a safe, professional, and memorable experience for every visitor.

About you

• Minimum of 18 years of age.
• Previous experience and / or training in aviation, customer experience-related work in retail, hospitality or sales or equivalent combination of education and experience and / or training is preferred.
• Must possess a valid driver’s license.
• Ability to drive standard and automatic transmission vehicles is preferred.
• 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.

What We Offer

Our people are extremely important to us, so we offer a benefits package designed to motive and reward you, whilst considering your overall wellbeing and all-important work / life integration.

Interested?

To apply, simply submit your updated CV outlining your qualifications and experience.

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