[Hiring] VIP Guest Relations @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!

The VIP Relations Concierge is the most senior individual contributor on the Concierge team and the standard the rest of the team is measured against. This is a proactive role, not a reactive one, where you are expected to:

• See the itinerary problem before the guest does.
• Make the call rather than wait for the email.
• Own the outcome end to end.

You are the first point of escalation for the Concierge team on the floor and a meaningful voice in how the team's standards and playbooks evolve. The role balances three demands: the incoming queue, your named portfolio, and on-call ownership of the flights assigned to you. This is a fully remote role.

Qualifications

• Hands-on experience with Darwin or an equivalent airline reservations system.
• 6 years in a guest- or client-facing role in luxury hospitality, private or commercial aviation, or premium travel.
• Experience owning named client or member relationships.
• 1 year of hands-on GDS work.
• Proficiency with Zendesk, Salesforce, or an equivalent ticketing tool.
• Availability to work weekends and holidays on shifts aligned to LA, New York, or Central time.

Requirements

• Aviation experience is a plus.

Responsibilities

• High-Value Guest Relationships:
  • Serve as the named, direct point of contact for an assigned portfolio of Aero members and high-value guests.
  • Maintain a working knowledge of each guest in your portfolio.
  • Stay informed on your guests' future travel plans.
  • Become an expert in our Aero membership options.
• Proactive Trip Ownership:
  • Own your guests' journeys end to end.
  • Coordinate transportation, ground handling, catering, and special requests.
  • Prepare relevant documentation and materials for flights.
  • Look across your portfolio for patterns and bring them to Concierge Leadership.
• Escalation and Service Recovery:
  • Act as the first point of escalation for the Concierge team.
  • Stay available on the queue.
  • Lead guest communication for high-value guests during IROPS.
  • Exercise judgment within delegated authority on service recovery.
• Standards and Team Contribution:
  • Set the bar for written and verbal guest communication.
  • Contribute to the Concierge Knowledge Center.
  • Support training of new Concierge team members.
  • Hold the floor during periods without leadership on shift.
• Reservations, Systems and Knowledge:
  • Be an expert user of Darwin.
  • Act as a first point of escalation for the Concierge team on GDS and PNR issues.
  • Monitor your own guests' bookings for schedule changes.
  • Be well-versed and knowledgeable on all aspects of the Aero experience.
  • Use all systems and tools effectively and accurately.
  • Track and report on your portfolio.
  • Stay up to date with all company and FAA policies and procedures.

Skills & Competencies

• Judgment.
• Ownership.
• Anticipation.
• Presence.
• Composure.
• Commercial instinct.
• Generosity.

Benefits

• Pay Range: $75,000 - $80,000.
• Time Off: PTO, accrued sick time, bereavement, and holiday pay.
• Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA.