Guest Relations & Concierge Manager

13 hours, 5 minutes ago
Full-time
Lead
Customer and Technical Support
Aero

Aero

Aero redefines air travel with meticulously designed jets and direct first-class flights, offering a seamless and magical travel experience to the best leisure destinations in the world.

Airlines
11-50
$104M raised

Description

  • Translate the guest-experience strategy into consistent service delivery across shifts and time zones.
  • Lead, coach, onboard, train, and manage the Concierge, VIP Relations, and Concierge Supervisor teams.
  • Provide hands-on queue support during service surges or coverage gaps.
  • Own and maintain the Concierge Playbook, processes, and procedures.
  • Partner with Operations on guest-impacting issues, including irregular operations, and collaborate with cross-functional teams on concierge operations.
  • Oversee personalized care for high-value guests and VIP members, including portfolio coverage and VIP membership operations.
  • Drive concierge revenue performance across scheduled flights, hotel packages, charters, Aero Private, and Loyalty offerings.
  • Ensure accurate use of Darwin, fare construction, exchanges, refunds, fare rules, ancillaries, and travel-agency support.
  • Track team KPIs, commissions, coverage, and guest feedback; report performance to the Director regularly.
  • Own concierge hiring, headcount, escalation resolution, service-recovery authority, and operational learnings.

Requirements

  • 7+ years of experience in the luxury hospitality industry.
  • 5+ years of direct people-management experience in Customer Success or Customer Service preferred.
  • Experience leading customer-facing teams that deliver measurable outcomes, including team leads and individual contributors.
  • Experience managing a distributed team across multiple time zones, including scheduling and coverage planning.
  • Experience conducting performance reviews, managing underperformance, and hiring.
  • Experience with CRM platforms, help desk systems, and customer service tools; Salesforce experience is a plus.
  • Knowledge of fare construction, exchanges, refunds, fare rules, ancillary products, and penalty terms.
  • Highly empathetic, proactive, creative, service-oriented, and able to solve problems effectively.
  • Availability to support genuine escalations outside standard Monday-to-Friday hours and provide occasional weekend leadership coverage.
  • Full-time remote role based in the U.S.; Los Angeles, New York, Miami, or Austin preferred, with eligibility to work in listed hiring states.

Interested in this position?

Apply directly on the company website

Apply Now

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