Guest Relations

1 week ago

Denver, Colorado, United States Aero Technologies Full time

**Guest Relations & Concierge Manager (US/Europe Remote)**

United States/Europe/United Kingdom / Experience / Full-Time **ABOUT AERO**

Aero is on a mission to redefine air travelinspired by the golden age of aviation, designed for modern life. Direct, premium flights via private terminals offer guests the comfort of low-contact travel and the effortlessness of flying private, in our beautifully designed jets. From custom aircraft to our Hosts and our dedicated Concierge teams, everything we do is personalized, placing the guest at the heart of everything we do. We pride ourselves on being dedicated, compassionate hosts both with our guests and our teammates. At Aero, we are one team and we support each other, knowing together we are stronger as we build a business to reimagine the future of travel.

**ABOUT THIS ROLE**

At Aero, our experience extends well 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. Much like the spaces we've designed, our service is all about cultivating relationships and building a sense of community. 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 Aero Concierge Manager, you develop and inspire a team of Concierges, guest services experts who help our guests navigate travel journeys, from encouraging and helping prospective guests to book their first trip to preparing guests and crew for upcoming flights, to triaging any problems our guests may encounter, and ensuring they have a truly extraordinary experience every step of the way. The Concierge Manager is responsible for cultivating a team of customer-centric leaders who uphold Aeros mission, vision, and values, and are driven to elevate our brand experience. **RESPONSIBILITIES**

+ Using a deeply customer-centric approach, develop and execute new methods for delivering astonishing and exceptional service by implementing best-in-class technologies and practices

+ Develop, motivate and grow the Concierge team, overseeing day-to-day people management, and deepening team-wide hospitality and guest service tools and skillsets, and identifying Leads or supervisors within the Concierge team that can help inspire and deepen success throughout the team

+ Lead from the front', rolling up your sleeves to work alongside your team, taking shifts as a Concierge when necessary

+ Refine a playbook to formalize our Concierge processes and procedures and socialize with leaders around the organization

+ Empower the Concierge team to co-create training materials, videos, and reference documents to help the organization grow and scale

+ Partner with Operations, Product, and Marketing to ensure a safe, efficient and effective Concierge operation, while finding creative ways to deliver a consistent and elevated guest experience

+ Provide consistent feedback that enables the Concierge team to deliver exceptional, high-touch support, service, and sales to our guests and prospective guests via phone, email, and chat, and ensure all open tickets are resolved promptly and concisely

+ Track and generate reports for the leadership team to measure engagement, collect and synthesize guest feedback, and other relevant data to help inform our broader Experience strategy

+ Manage any escalated guest or operational issues and work with other relevant departments to quickly effectively resolve and feed key learnings back to the team

**REQUIREMENTS**

+ 5+ experience in a service or hospitality industry with 2+ years managing people and/or influencing strategy in Customer Success / Customer Service

+ Experience leader customer-facing initiatives or teams that focus on delivering measurable outcomes or value

+ Must be comfortable working remotely, and able to work PST hours

+ Must have experience with CRM platforms, helpdesk systems, and other customer service tools (experience with Hubspot Service Hub a plus)

+ Deeply empathic, extremely proactive, problem-solver, creative, and genuinely motivated by serving others

+ Business hours may include weekends, early mornings, and evenings. Flexibility to work in a 24/7/365 service operation that may require day, night, afternoon, weekend, or holiday shifts is a must.

+ This is a full-time remote role that can be based in the US (East Coast/Midwest preferred) or UK/EU.

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