Guest Services Specialist

Goodwin & Company

. Own the trip management pipeline from post-booking intake until the trip is complete .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the private charter trip lifecycle, ensuring accurate trip coordination and effective communication with clients and operators. Capable of handling multiple trips simultaneously while maintaining composure in a fast-paced environment.

Highest-signal resume keywords

Flight Coordination ExperiencePrivate Charter Trip Lifecycle KnowledgeClient-Facing Communication SkillsTrip Management Software FamiliarityHigh-Stakes Service Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Trip ManagementPassenger Manifest ManagementDocumentation CollectionFlight TrackingItinerary ProductionRequest PrioritizationIssue ResolutionOperational System MaintenanceMulti-Trip ManagementEscalation Procedures

Soft Skills

Clear CommunicationProactive Problem SolvingSituational AwarenessJudgment and Decision MakingTeamwork

Tools & Technologies

CRM SoftwareAviation Operations SoftwareEmail CommunicationSlack

Industry Keywords

Charter BrokerageAviation OperationsClient ManagementHigh-Stakes EnvironmentFlexible Schedule Availability

About the role

Key responsibilities & impact

Own the trip management pipeline from post-booking intake until the trip is complete
Manage passenger manifests and collect required documentation
Arrange services such as catering and ground transportation
Monitor and manage inbound broker and client requests via email, phone, and Slack
Classify, prioritize, and action requests in the Guest Services inbound request queue
Conduct pre-trip operator outreach and confirmations
Identify and address potential flight-impacting issues, escalating as needed
Relay and confirm passenger information, changes, catering, ground transportation details, and special requests with operators
Obtain and verify operator information to produce Preliminary and Final Itineraries
Serve as the first escalation point for Flight Coordinators
Resolve or escalate non-standard situations, disruptions, and out-of-scope requests
Support Flight Coordinator duties during high-volume periods, including day-of flight tracking
Maintain accurate trip fields, notes, and statuses in the operations system
Manage multiple trips simultaneously while maintaining situational awareness and teamwork

Requirements

What you’ll need

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
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

Comp & perks

Remote role
Coverage follows aircraft movement 7 days a week, including weekends and holidays
Flexible scheduling with shifts scheduled between 7:00 a.m. and 12:00 a.m.
Opportunity to develop skills and judgment toward the Guest Services Lead role