[Hiring] Guest Relations & Concierge Manager @Aero

Role Description

At Aero, our experience extends beyond taking people from one place to another. As a team, we pride ourselves on being consummate hosts, ensuring every guest enjoys an effortless, personalized experience. We are looking for team members who are natural empaths, derive energy from serving and delighting others, and want to be part of ushering in a new Golden Age of Travel!

As the Guest Relations & Concierge Manager, you lead, inspire and develop a team of Concierge and VIP Relations spread across Europe and the United States, caring for our guests around the clock. A hands-on and experienced people leader, you are 'leading from the front' by cultivating a team of guest-centric experts who are driven to elevate the Aero experience.

Responsibilities

• Translate the Director's Experience strategy into day-to-day practice, delivering the established service standard consistently across every shift and time zone.
• Lead the Concierge and VIP Relations teams directly, using your Supervisor to extend your reach on coaching, onboarding, training, and everyday guest service.
• ‘Lead from the front’, rolling up your sleeves to work alongside your team during genuine surge or when coverage fails.
• Own the Concierge Playbook as the source of truth, keeping processes and procedures current.
• Empower the Concierge team to co-create training materials and co-own Experience team training (the Aero Way).
• Partner with Operations on anything that affects the guest, particularly during IROPS.
• Oversee the care of our High Value guests and VIP members, ensuring every VIP Relations Concierge portfolio is genuinely covered.
• Oversee VIP membership operations day to day, including referral codes, feedback, events, and Loyalty analytics.
• Drive the team's contribution to revenue, holding the team to the Concierge sales playbook.
• Know Darwin, our passenger scheduling tool, well enough to lead and ensure accuracy in escalations.
• Champion a culture of consistent internal feedback that enables the Concierge team to deliver exceptional support.
• Own the Concierge team's KPI tracking, including commissions, and report performance to the Director regularly.
• Own Concierge headcount and hiring, including the interview process.
• Set and maintain the delegated authority framework for service recovery and escalations.
• Own guest and operational issue escalations as the final point inside the Concierge department.

Qualifications

• 7+ years in luxury hospitality industry, with 5+ years managing people directly in Customer Success or Customer Service preferred.
• Experience leading customer-facing teams that deliver measurable outcomes, managing a department of roughly fifteen people.
• Must have experience with CRM platforms, help desk systems, and other customer service tools (experience with Salesforce is a plus).
• Experience managing a distributed team across multiple time zones.
• Demonstrated experience writing and delivering performance reviews, managing underperformance, and hiring.
• Deeply empathic, extremely proactive, problem-solver, creative, and genuinely motivated by serving others.
• This is a Monday to Friday role, but you lead a team that runs seven days a week.
• This is a full-time remote role based in the US (Los Angeles, New York, Miami or Austin preferred).

Requirements

• $95,000 - $110,000 a year.

Benefits

• Pay Range: $95,000-$110,000 [exact compensation may vary based on skills, experience, and location.]
• Time Off: PTO, accrued sick time, bereavement, and holiday pay.
• Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA.