Concierge & Member Relations Specialist

Aero Technologies

About The Position

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 are excited to radically redefine the premium travel industry. The Concierge & Member Relations Specialist is a revenue-focused, guest-facing role responsible for converting interest into bookings and cultivating high-value guest relationships. This role requires a high level of proactivity, the ability to deliver a very personalized service, a deep understanding of PSS/GDS and the commercial acumen to identify and capitalize on opportunities across Aero’s product offering.

Requirements

Proven experience in guest relations, sales, or reservations in a luxury travel or hospitality environment
Able to demonstrate interest and understanding PSS and fare construction principles, including the hierarchy of fare classes, brand differentiation, and fare basis codes.
Strong communication and interpersonal skills; ability to build rapport with high-value guests, and embody Aero in unscripted conversations with ultra-high-net-worth guests and prospects.
Results-driven, organized, efficient and detail-oriented.
High sense of ownership, autonomy and follow-through, able to proactively drive outbound outreach and follow-ups until closing
Ability to track and analyze leads, opportunities, and performance metrics, extract those insights and share learnings to drive continual improvement
Flexibility to work weekends and shifts that reflect Pacific or Eastern time (PT or ET) where our main hubs are located.

Nice To Haves

While aviation experience is a plus, it is not required.

Responsibilities

High Value Guests relationship management
Be a direct point of contact for High Value guests and Aero Black members, as well as Executive Assistants and bookers for VIPs/CEOs, with the objective of increasing lifetime value across all Aero products and partnerships; keep guest profiles up-to-date.
Identify and nurture potential high value guests, (including contacting new guests who book online to educate them on the Aero experience and understand who they are); stay informed on their future travel plans to anticipate opportunities for schedule changes, seat/charter/ancillary sales, or experience personalization. Coordinate closely with Concierge to meet the needs of high-value guests when they fly, and during IROPS.
Become an expert in our various Aero Black memberships. Upgrade new Aero Black member accounts, manage referral codes, collect feedback, support event organization, and support Loyalty analytics and insight work.
Sales generation and prospecting
Drive seat and charter sales by monitoring waitlists, identifying sales opportunities, and recommending schedule adjustments or additional flights.
Develop ancillary sales with existing guests: ground/air transportation, hotel packages, etc.
Insights: identify hidden patterns, and untapped demand pockets in subsets of our guest base, and destination markets; work with Marketing/BD and Commercial teams to unlock these opportunities.
Stay up to date with Experience Leadership and Marketing and Business Development regarding current promotions, partnerships, future schedule updates, and company offerings.
Communication & Support
Act as a Darwin super-user and go-to expert for Darwin and reservations workflows, troubleshooting system issues, maintaining knowledge articles, and supporting colleagues with bookings and system questions.
Systems, Reporting & Analytics
Measure team’s sales effectiveness through KPIs. Track and report on leads, conversions, and commissions earned.
Become a Darwin expert and a liaison for the Commercial Systems team (including understanding of fare construction principles, calculating exchanges and refunds through fare comparisons and penalty applications, UAT testing, and ensuring the integrity of Guest Experience processes whilst being a first point of escalation for the Concierge team.
Manage daily GDS transactions: support travel agencies (ensuring proper PNR maintenance, from booking to IROPS) and act as main point of contact for Sabre subscribers, ensuring accurate application and interpretation of our fare rules by providing guidance on fares, ancillary offerings, and penalty terms.