Guest Services Specialist I

JOB SUMMARY

The Guest Services Specialist I is a key member of the Public Affairs and Guest Services team at Charleston International Airport (CHS). This position is responsible for ensuring a positive and welcoming experience for passengers and visitors by providing exceptional customer service, accurate information, and assistance with a variety of airport-related needs. The Specialist will serve as a primary point of contact, working across multiple desks including the Guest Services Desk, Remote Desk, and the Authority's Administrative Reception Desk. Additionally, the role involves collaborating with airline partners, answering phones, addressing guest inquiries, resolving complaints, and supporting various Public Affairs initiatives to ensure a seamless experience for all. In addition, the Guest Services Specialist will support various Public Affairs initiatives, tasks, and events as needed, contributing to the department's overall success. This position reports to the Public Affairs Administrative Supervisor.

ESSENTIAL JOB FUNCTIONS: 

• The Guest Services Specialist I will greet customers at the Administrative Reception Desk and Guest Services desk with a friendly, professional demeanor, creating a warm and welcoming atmosphere. They will assist guests with inquiries or concerns by providing clear directions, answering questions, and offering relevant information about airport services, amenities, and policies. Additionally, the Specialist will address any special requests or needs, ensuring that all customers receive personalized support and attention to ensure a positive and seamless airport experience.
• Answer inbound phone calls, respond to emails, and offer accurate information on airport services, flight statuses, policies, amenities, and troubleshoot and resolve any issues or complaints, ensuring a timely and efficient resolution to maintain a positive guest experience.
• The Guest Services Specialist I will stay informed about the latest airport operations, services, and any changes to ensure that guests receive accurate, up-to-date information. They will educate passengers and guests about airport services, policies, and procedures, guiding them to key locations such as terminals, gates, baggage claim, parking, and amenities. In addition, the Specialist will assist with documentation, data entry, and reporting related to customer service activities, ensuring that all guest interactions are properly recorded and reported. By delivering clear, helpful information, the Specialist will enhance the guest experience and help passengers navigate the airport with confidence.
• The Guest Services Specialist I will proactively address concerns and challenges from guests, offering troubleshooting and resolution options to ensure a positive experience. In cases where issues are more complex, they will escalate matters to the appropriate supervisor or department while maintaining a calm, professional demeanor. Additionally, the Specialist will provide administrative support as needed, assisting with documentation, data entry, and reporting to help ensure efficient operation of the Public Affairs department.
• The Guest Services Specialist I will assist with department-driven tasks and special events, providing hands-on support in the planning, coordination, and execution of airport initiatives and activities. They will collaborate closely with other departments, to ensure the smooth execution of events, ensuring all logistical and operational details are managed efficiently. This includes assisting with the setup and breakdown of event spaces, providing on-site support during events, coordinating with vendors, and helping with guest registration or any special requirements. The Specialist will also help promote and facilitate public-facing activities, such as airport tours, community outreach events, and seasonal programs, ensuring a seamless experience for participants and guests.
• The Guest Services Specialist I will collaborate effectively with team members, management, and other departments to ensure that passenger and customer service standards are consistently met. They will contribute to a positive team environment that encourages collaboration, supports a shared commitment to excellence, and ensures the highest quality of service delivery.
• The Guest Services Specialist I will leverage technology to efficiently assist customers with information requests, staying up to date on the latest tools and systems to enhance service delivery. They will regularly attend training sessions and briefings to maintain a current understanding of CHS operations, as well as keep informed about local tourism events and attractions. This knowledge allows the Specialist to assist travelers with inquiries and provide tailored recommendations to enhance their airport experience.
• The Guest Services Specialist I will use various equipment and supplies to complete their tasks. They will operate a shared computer to enter, retrieve, and update data using software like word processing, spreadsheets, databases, email, and the internet. They may also use general office equipment, such as printers or phones, to perform essential job functions.
• Performs other related duties as required.

MINIMUM REQUIREMENTS TO PERFORM WORK: 

We’re looking for someone with a high school diploma or GED, and a background in customer or guest services. Experience can come from a variety of places—whether it’s through vocational training, on-the-job learning, or previous roles in customer service. Ideal candidates will have strong communication skills and a customer-first mindset, with the ability to problem-solve and address guest needs in a timely and professional manner.

Specific License or Certification Required:

• Must possess and maintain a valid South Carolina driver’s license.