Guest Relations & Concierge Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $95k - $110k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Aero

WebsiteLinkedInAll Job Openings

11 - 50 employees

📦 Logistics

🏨 Hospitality

💼 Consulting

Logistics • Hospitality • Consulting

Aero is a luxury travel company specializing in private jet flights to sought-after leisure destinations and major events. With a focus on providing a premium experience, Aero offers curated services including flexible scheduling for private charters and an exclusive onboard environment featuring Italian leather seats and premium in-flight dining. Safety is a priority, as evidenced by their prestigious ARGUS Platinum rating. The company operates its own fleet of Embraer Aircraft and maintains high safety standards akin to commercial airlines. Additionally, Aero provides around-the-clock concierge services to ensure a seamless travel experience for its clients.

📋 Description

• Lead, inspire, and develop the Concierge and VIP Relations teams across Europe and the United States • Translate the Director's Experience strategy into consistent day-to-day service delivery across shifts and time zones • Lead coaching, onboarding, training, team operations, guest service, and service recovery • Work alongside the team and join the queue during surges or coverage failures • Own and maintain the Concierge Playbook and current processes and procedures • Co-create training materials, videos, and reference documents • Co-own Experience team training alongside other Experience leaders • Partner with Operations during guest-impacting issues, particularly IROPS • Collaborate with Product, Commercial Systems, Charter, and Marketing • Oversee care of High Value guests and VIP members and ensure portfolio coverage • Oversee VIP membership operations, referral codes, feedback, events, and Loyalty analytics • Drive revenue contribution through the Concierge sales playbook and commercial opportunities • Lead with knowledge of Darwin passenger scheduling tools, fare construction, exchanges, and refunds • Ensure travel agency and Sabre subscriber support, fare rules, ancillaries, and penalty terms are applied consistently • Maintain high-touch support through phone, email, and chat while enforcing response-time and quality standards • Own KPI tracking, including commissions, and report performance, coverage, and guest feedback to the Director • Own Concierge headcount and hiring, including interviews and hire/no-hire decisions • Set and maintain delegated authority for service recovery, IROPS compensation, inventory, and seating • Resolve guest and operational escalations as the Concierge department's final internal point and document learnings

🎯 Requirements

• 7+ years in luxury hospitality industry • 5+ years managing people directly in Customer Success or Customer Service preferred • Experience leading customer-facing teams delivering measurable outcomes at comparable scale • Experience working through a team lead and managing individual contributors • Experience with CRM platforms, help desk systems, and customer service tools • Experience with Salesforce is a plus • Experience managing a distributed team across multiple time zones • Experience building schedules and protecting coverage • Experience writing and delivering performance reviews • Experience managing underperformance • Experience hiring • Must be deeply empathic, extremely proactive, a problem-solver, creative, and genuinely motivated by serving others • Ability to work Monday to Friday while leading a team operating seven days a week • Availability outside regular hours for genuine escalations and weekend leadership coverage when needed • No overnight shifts • Must be based in the United States; Los Angeles, New York, Miami, or Austin preferred

🏖️ Benefits

• PTO • Accrued sick time • Bereavement leave • Holiday pay • Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • 401k • Dependent care FSA • Health FSA • Remote work

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