Guest Experience Manager
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
The Guest Experience Manager at Magellan Jets plays a crucial role in ensuring that guests have an exceptional experience from the moment they engage with the company. Reporting directly to the Vice President of Flight Operations and Service, this position collaborates closely with the Flight Support Team to foster strong customer relationships. The Guest Experience Manager is responsible for overseeing the entire guest onboarding process, which includes in-person interactions, video calls, and phone communications. This role is pivotal in creating memorable experiences for guests, ensuring that every detail is attended to, and that any imperfections are addressed promptly through a robust Case Management system. In addition to onboarding, the Guest Experience Manager coordinates the sending of gift boxes during the onboarding process and at each renewal, enhancing the overall guest experience. The position also involves maintaining and improving the Profile-building process, which is essential for understanding and anticipating guest needs. The Guest Experience Manager contributes to guest renewals and reorders through a structured Renewal Package process, ensuring that guests feel valued and appreciated. The role requires proactive communication, especially in response to any negative feedback received through surveys or case reports. The Guest Experience Manager must investigate issues in collaboration with various department heads, including the Director of Quality & Standards and the Director of Flight Support, to ensure that all guest concerns are addressed effectively. Regular Case Management meetings are held to maintain high standards of service and to track Account Health and Trip Perfection statistics. The Guest Experience Manager is also responsible for drafting plans for technological enhancements that can improve the guest experience. They will identify opportunities for current charter guests to transition into Members or Jet Card Owners, making recommendations that align with their travel needs. Establishing, measuring, and tracking account milestones, such as hours and legs flown, is also a key responsibility, along with scheduling quarterly or semi-annual account reviews with guests and Private Aviation Consultants. This position requires the Guest Experience Manager to be present at the Bedford Private Terminal during customer activity, ensuring that guests are greeted warmly upon arrival and departure. The role includes implementing processes and procedures at the terminal to create consistent on-board experiences, maintaining a dress code for meet and greets, and managing the inventory of Magellan branded swag. Additionally, Guest Experience Managers will be cross-trained in Flight Support tasks, ensuring a well-rounded understanding of the operations.
