Guest Relations & Concierge Manager at Aero · LumiJobs

Responsibilities

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. Much like the spaces we've designed, our service is about cultivating guest relationships and building 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 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, who take the utmost care of our High Value guests and VIP members, and who play their part in reaching the company's revenue targets. You report to the Director of Guest Relations & Concierge, who owns Concierge strategy, cross-functional partnerships and the tooling roadmap; your remit is the team itself — its standard, its people, and its day-to-day delivery. The whole department reports to you: the Concierge Supervisor, the VIP Relations Concierge team, and the Level I Concierge team.
Translate the Director's Experience strategy into day-to-day practice, delivering the established service standard consistently across every shift and time zone, and communicate with the Director candidly about what is and is not working.
Lead the Concierge and VIP Relations teams directly, and use your Supervisor to extend your reach on coaching, onboarding and training, day-to-day team operations, everyday guest service, and service recovery.
‘Lead from the front’, rolling up your sleeves to work alongside your team and stepping onto the queue during genuine surge or when coverage fails
Own the Concierge Playbook as the source of truth, keeping our processes and procedures current and making sure the team works to them
Empower the Concierge team to co-create training materials, videos, and reference documents to help the organization grow and scale, and co-own Experience team training (the Aero Way) alongside other Experience team leaders
Partner with Operations day to day on anything that affects the guest, particularly during IROPS, and work alongside the Director with Product, Commercial Systems, Charter and Marketing to ensure a safe, efficient and effective Concierge operation
Oversee the care of our High Value guests and VIP members, ensuring every VIP Relations Concierge portfolio is genuinely covered and that our most valuable guests always have a named person who knows them
Oversee VIP membership operations day to day, including referral codes, feedback, events, and Loyalty analytics and insight work through the VIP Relations team, and become an internal reference point on Loyalty yourself
Drive the team's contribution to revenue: hold the team to the Concierge sales playbook across our product offering (scheduled service, hotel packages, charters, Aero Private, Loyalty), and identify, pursue and follow through on commercial opportunities
Know Darwin, our passenger scheduling tool, well enough to lead. Understand fare construction, exchanges and refunds so that you can judge an escalation and hold the team accountable for accuracy, and ensure our travel agency and Sabre subscriber support is covered, with fare rules, ancillaries and penalty terms applied consistently.

Guest Relations & Concierge Manager

Responsibilities

Qualification

Required

Company

Aero

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