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!
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. Where our Concierge team works the queue, the VIP Relations Concierge works relationships: a named group of VIP members, top spenders, and the assistants who book on their behalf, who know you by name and expect you to know them by theirs.
This is a proactive role, not a reactive one. You are expected to see the itinerary problem before the guest does, to make the call rather than wait for the email, and to own the outcome end to end—including when the answer requires judgment rather than a script. You are the first point of escalation for the Concierge team on the floor, the person we put in front of our most valuable guests during irregular operations, 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. The mix shifts week to week with the flight schedule, and your manager will set priorities with you. This is a fully remote role.
High-Value Guest Relationships
Serve as the named, direct point of contact for an assigned portfolio of Aero members and high-value guests, as well as the executive assistants and bookers who travel on their behalf; build genuine rapport and become the reason they choose Aero again.
Maintain a working knowledge of each guest in your portfolio, including travel patterns, preferences, companions, sensitivities, past service recovery. Keep guest profiles accurate and current so any member of the team can pick up where you left off.
Stay informed on your guests' future travel plans in order to anticipate schedule changes, seat and charter opportunities, and personalization ahead of the request.
Become an expert in our Aero membership options and be able to speak fluently to the value of every tier, promotion, and partnership. Then hand off potential members to the BD sales team.
Proactive Trip Ownership
Own your guests' journeys end to end: review upcoming itineraries daily, identify risk before it becomes a service failure, and reach out first with the fix already in hand.
Coordinate transportation, ground handling, catering, and special requests directly with internal teams and airport partners, and confirm the details rather than assume them.
Prepare relevant documentation and materials for flights and work closely with the ground team so that arrival is seamless for the guest and predictable for the operation.

VIP Guest Relations at Aero · LumiJobs

VIP Guest Relations

Responsibilities

Qualification

Required

Preferred

Company

Aero

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