Guest Services Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the entire trip management process from the moment of post-booking intake until the trip is finalized.

• Handle passenger manifests and gather necessary documentation.

• Coordinate services such as catering and ground transportation.

• Supervise and manage incoming broker and client inquiries through email, phone, and Slack.

• Classify, prioritize, and take action on requests in the Guest Services inbound request queue.

• Perform pre-trip outreach and confirmations with operators.

• Detect and address potential issues that could impact flights, escalating when necessary.

• Communicate and confirm passenger details, changes, catering, ground transportation information, and special requests with operators.

• Collect and verify operator information to create Preliminary and Final Itineraries.

• Act as the primary escalation point for Flight Coordinators.

• Resolve or escalate non-standard situations, disruptions, and out-of-scope requests.

• Assist with Flight Coordinator responsibilities during peak periods, including tracking flights on the day of travel.

• Keep accurate trip fields, notes, and statuses updated in the operations system.

• Manage multiple trips concurrently while maintaining situational awareness and collaboration.

⛳️ Requirements

• Experience as a Flight Coordinator at Goodwin, demonstrating expertise in the FC role, or equivalent experience in a live aviation operations setting.

• Comprehensive understanding of the private charter trip lifecycle — from booking confirmation to the day of the flight.

• Proven track record of managing multiple active trips simultaneously with precision and poise.

• Excellent broker and client-facing communication skills — clear, professional, and proactive.

• Ability to thrive in a fast-paced, real-time environment where priorities can change rapidly.

• Strong judgment regarding when to act independently and when to escalate issues.

• Availability for a flexible schedule across 7 days a week from 7:00 a.m. to 12:00 a.m. Eastern, with a high degree of reliability.

• Authorization to work in the United States without current or future sponsorship.

• Direct experience in a charter brokerage, operator, or trip management setting.

• Background in a client-facing role in a high-pressure or time-sensitive service environment.

• Familiarity with trip management, CRM, or aviation operations software.

🏝️ Benefits

• Remote position.

• Coverage follows aircraft movement 7 days a week, including weekends and holidays.

• Flexible scheduling with shifts available between 7:00 a.m. and 12:00 a.m.

• Opportunity to enhance skills and judgment towards the Guest Services Lead role.