Concierge

About Aero

Aero embraces the spirit of the golden era of aviation, redefining air travel through direct premium flights that prioritize comfort, seamless low-contact experiences, and the luxury of private flying. The company values fostering a transparent, supportive, and fulfilling workplace culture centered on trust and purpose for its employees.

Role Overview

The Concierge role at Aero acts as the essential connection between the company and its guests or potential guests. This fully remote position requires individuals who naturally empathize with others, thrive on delivering exceptional service, and are committed to offering a personalized, effortless experience throughout the guests' journey. The Concierge contributes significantly to building lasting guest relationships and enhancing community around Aero's services.

Key Responsibilities

• Enhance customer satisfaction by providing personalized assistance through phone, email, and chat, efficiently resolving all open inquiries.
• Understand prospective guests' unique preferences and tailor Aero's offerings to convert inquiries into bookings.
• Prepare necessary travel documentation, support guests throughout their trips, and collaborate remotely with ground and airport teams.
• Accurately collect, record, and distribute all guest information following established protocols.
• Manage all communications regarding flight details, including itinerary alterations, transport plans, and special requests.
• Work closely with Operations to relay any flight schedule changes, weather disruptions, or irregular operations, coordinating accommodations accordingly.
• Escalate operational or guest experience issues promptly.
• Collaborate daily with Concierge, Flight Crew, and Operations teams to make informed decisions supporting smooth operations.
• Utilize all operational systems and tools effectively to maintain service excellence.
• Proactively suggest and contribute to process and system improvements enhancing guest experience and operations.
• Maintain thorough knowledge of Aero’s services, menus, flight schedules, guest protocols, and technological systems.
• Keep current with company and FAA policies, ensuring all actions are compliant with the Concierge Playbook.
• Complete additional tasks as assigned by leadership or other departments.

Qualifications

• Previous aviation experience is advantageous but not mandatory; the ideal candidate has a strong customer service background.
• Preferred experience includes luxury service settings, customer-centric startups, or private aviation industries.
• Proficiency with email communication and customer service platforms; familiarity with Salesforce is a plus.
• Willingness to work nights, weekends, and holidays as required.
• Flexibility to align work schedules with Aero’s primary hubs’ time zones (LA or New York).

Compensation and Benefits

• Hourly wage ranges from $25 to $33, depending on experience, skills, and location.
• Paid Time Off includes PTO, sick leave, bereavement, and holiday pay.
• Comprehensive benefits package consisting of medical, dental, vision, life, disability insurance, 401(k), dependent care FSA, and health FSA.

Additional Information

Aero may utilize artificial intelligence tools to assist with the hiring process, including reviewing applications and analyzing candidate information. These technologies support but do not replace human decision-making in the selection process. For inquiries about data usage in recruitment, candidates are encouraged to reach out directly.