[Hiring] Guest Services Specialist @Goodwin

Role Description

The Guest Services Specialist owns the trip management pipeline — handling all tasks from the moment a booking is confirmed until the flight is in-air — and is the primary owner of inbound broker and client requests via email, phone, and Slack.

• Own the trip management pipeline.
• Manage the full trip lifecycle from post-booking intake until the trip is complete, including:
  • Passenger manifest management.
  • Collection of any documentation required.
  • Arranging services such as catering, ground transportation, etc.
• Monitor and manage inbound broker and client requests via email, phone, and Slack.
• Serve as a primary owner of the Guest Services inbound request queue alongside the Lead:
  • Classify, prioritize, and action all requests.
• Conduct pre-trip operator outreach and confirmations.
• Identify and address potential flight-impacting issues, escalating to team leadership or the operator as needed:
  • Ensure all details (passenger information, changes, catering or ground transportation details, special requests) are relayed to, and confirmed with, the operator.
  • Obtain and verify information from the operator to produce Preliminary and Final Itineraries for the client.
• Serve as the first escalation point for Flight Coordinators.
• Support Flight Coordinator duties during high-volume periods.
• Maintain accurate trip records:
  • Keep all trip fields, notes, and status current in the ops system throughout every shift.

Qualifications

• Experience as a Flight Coordinator at Goodwin with demonstrated mastery of the FC role, or equivalent experience in a live aviation operations environment.
• Working knowledge of the private charter trip lifecycle — from booking confirmation through to day-of flight.
• Proven ability to manage multiple active trips simultaneously with accuracy and composure.
• Strong broker and client-facing communication skills — clear, professional, and proactive.
• Comfort working in a fast-paced, real-time environment where priorities can shift quickly.
• Sound judgment on when to act independently and when to escalate.
• Availability to work a flexible schedule across 7 days per week between 7:00am and 12:00am Eastern. High degree of reliability.
• Authorization to work in the United States without current or future sponsorship.

Requirements

• Direct experience in a charter brokerage, operator, or trip management environment.
• Experience in a client-facing role in a high-stakes or time-sensitive service environment.
• Familiarity with trip management, CRM, or aviation operations software.

Benefits

• This is a remote role.
• Coverage follows aircraft movement 7 days a week, including weekends and holidays.