Guest Relations & Concierge Manager

Aero

5d•$95,000 - $110,000•Remote

About The Position

The Guest Relations & Concierge Manager leads, inspires, and develops Aero’s Concierge and VIP Relations teams across Europe and the United States. Reporting to the Director of Guest Relations & Concierge, the Manager is responsible for the team’s standards, people, and day-to-day delivery, translating the Director’s experience strategy into consistent service across shifts and time zones. The department includes the Concierge Supervisor, VIP Relations Concierge team, and Level I Concierge team. The role is hands-on and requires leading from the front, including working alongside the team and joining the queue during genuine surges or coverage failures. The Manager oversees high-touch support for guests and VIP members, VIP membership operations, service quality, team performance, hiring, staffing, operational escalations, and the team’s contribution to revenue. They maintain the Concierge Playbook and delegated authority framework, partner with Operations and other functions, and report performance, coverage, and guest feedback to the Director. This is a full-time remote role based in the United States, with Los Angeles, New York, Miami, or Austin preferred. The regular schedule is Monday through Friday, with occasional weekend leadership coverage and availability outside normal hours for genuine escalations. There are no overnight shifts.

Requirements

At least 7 years of experience in the luxury hospitality industry.
At least 5 years of direct people-management experience in Customer Success or Customer Service is preferred.
Experience leading customer-facing teams that deliver measurable outcomes at a comparable scale, including a department of roughly 15 people supported by a Supervisor, and experience managing through a team lead as well as individual contributors.
Experience with CRM platforms, help desk systems, and other customer service tools; Salesforce experience is a plus.
Experience managing a distributed team across multiple time zones, including building schedules and protecting coverage.
Demonstrated experience writing and delivering performance reviews, managing underperformance, and hiring.
Empathy, proactivity, problem-solving ability, creativity, and genuine motivation to serve others.
Ability to work Monday through Friday while being reachable outside regular hours for genuine escalations and providing weekend leadership coverage when needed; no overnight shifts.
Must be based remotely in the United States; Los Angeles, New York, Miami, or Austin are preferred.

Nice To Haves

Experience with Salesforce.
At least 5 years of direct people-management experience in Customer Success or Customer Service.
Location in Los Angeles, New York, Miami, or Austin.

Responsibilities

Translate the Director’s Experience strategy into day-to-day practice and deliver the service standard consistently across shifts and time zones; communicate candidly with the Director about what is and is not working.
Lead the Concierge and VIP Relations teams directly, using the Supervisor to extend coaching, onboarding, training, team operations, guest service, and service recovery.
Lead from the front by working alongside the team and stepping onto the queue during genuine surges or coverage failures.
Own and maintain the Concierge Playbook as the source of truth for current processes and procedures, and ensure the team follows it.
Empower the team to co-create training materials, videos, and reference documents, and co-own Experience team training (the Aero Way) with other Experience leaders.
Partner with Operations on guest-impacting matters, particularly IROPS, and work with the Director and Product, Commercial Systems, Charter, and Marketing to support a safe, efficient, and effective Concierge operation.
Oversee care for High Value guests and VIP members, ensuring VIP Relations Concierge portfolios are covered and valuable guests have a named contact who knows them.
Oversee day-to-day VIP membership operations, including referral codes, feedback, events, and Loyalty analytics and insight work through the VIP Relations team; serve as an internal reference point on Loyalty.
Drive the team’s revenue contribution by holding the team to the Concierge sales playbook across scheduled service, hotel packages, charters, Aero Private, and Loyalty, and by identifying and following through on commercial opportunities.
Know Darwin well enough to lead; understand fare construction, exchanges, and refunds to assess escalations and hold the team accountable for accuracy; ensure travel agency and Sabre subscriber support is covered and fare rules, ancillaries, and penalty terms are applied consistently.
Promote consistent internal feedback and high-touch support, service, and sales through phone, email, and chat; hold the team to response-time and quality standards.
Own Concierge KPI tracking, including commissions, and regularly report performance, coverage, and guest feedback to the Director.
Own Concierge headcount and hiring, including interviews and hire or no-hire decisions.
Set and maintain the delegated authority framework for approvals by VIP Relations Concierges, the Manager on Duty, and the Supervisor, including service recovery, IROPS compensation, inventory, and seating.
Own guest and operational issue escalations as the final point within the Concierge department, coordinate resolution and recovery with relevant departments, and document and share learnings with the team.