VIP Guest Relations

Aero

2d•$75,000 - $80,000•Remote

About The Position

The VIP Relations Concierge is the most senior individual contributor on Aero’s Concierge team, serving as the named point of contact for a portfolio of VIP members, high-value guests, and the assistants or bookers who arrange their travel. The role focuses on building lasting relationships and proactively managing guests’ journeys, while also handling the incoming queue and providing on-call ownership of assigned flights. Priorities shift with the flight schedule and are set with the manager. This is a fully remote role. The Concierge is expected to anticipate itinerary risks, contact guests proactively, and own issues through resolution, using judgment when a situation is not covered by a script. The role is also the Concierge team’s first point of escalation, supports high-value guests during irregular operations, and contributes to team standards, playbooks, training, and process improvements. It requires balancing portfolio work, queue coverage, and flight responsibilities, while working closely with internal teams and airport partners. Compensation is $75,000–$80,000 per year; exact compensation may vary based on skills, experience, and location. Benefits include PTO, accrued sick time, bereavement and holiday pay, medical, dental, vision, life and disability insurance, a 401(k), dependent care FSA, and health FSA.

Requirements

Hands-on experience with Darwin or an equivalent airline reservations system, including building and amending complex itineraries, calculating exchanges and refunds, and explaining fare rules.
Six years of experience in a guest- or client-facing role in luxury hospitality, private or commercial aviation, or premium travel.
Experience owning named client or member relationships.
One year of hands-on GDS experience, including amending PNRs, processing exchanges and refunds, and applying fare rules.
Proficiency with Zendesk, Salesforce, or an equivalent ticketing tool.
Availability to work weekends and holidays on shifts aligned to Los Angeles, New York, or Central time.
Applicants must meet all listed requirements to be considered.

Nice To Haves

Aviation experience.

Responsibilities

Serve as the named point of contact for an assigned portfolio of Aero members, high-value guests, executive assistants, and bookers; build rapport and encourage repeat travel.
Maintain accurate, current guest profiles, including travel patterns, preferences, companions, sensitivities, and prior service recovery.
Monitor guests’ future travel plans to anticipate schedule changes, seat and charter opportunities, and personalization needs.
Develop expertise in Aero membership options, tiers, promotions, and partnerships, and refer prospective members to the BD sales team.
Review upcoming itineraries daily, identify risks, and proactively contact guests with solutions.
Coordinate transportation, ground handling, catering, and special requests with internal teams and airport partners, and confirm arrangements.
Prepare flight documentation and materials and coordinate with the ground team to support seamless arrivals and predictable operations.
Identify portfolio patterns such as recurring friction, unmet needs, and untapped demand, and share them with Concierge Leadership.
Balance incoming queue work, portfolio responsibilities, and on-call flight ownership; raise competing priorities early.
Act as the Concierge team’s first point of escalation for difficult contacts and complex itineraries, while remaining available for incoming calls and emails.
Lead communication with high-value guests during irregular operations, including rebooking, ground alternatives, and expectation-setting; partner with Operations on timely decisions.
Make service recovery decisions within delegated authority and promptly escalate decisions beyond that authority to a Supervisor or Manager.
Set a high standard for written and verbal guest communication and mentor Concierge colleagues through example, real-time support, and side-by-side coaching.
Contribute to the Concierge Knowledge Center, macros, process documentation, and process or systems improvements; support training of new Concierge team members when requested.
Hold the floor when leadership is not on shift by triaging and prioritizing work and escalating matters requiring Supervisor or Manager decisions.
Use Darwin to build and amend complex itineraries, calculate exchanges and refunds, explain fare rules, and support colleagues as the team’s subject-matter resource.
Triage GDS and PNR issues, resolve what is possible, and hand off issues requiring deeper intervention to the Commercial Systems team.
Monitor portfolio bookings for schedule changes and ticketing time limits, keeping itineraries accurate and synchronized.
Maintain knowledge of the Aero experience, including menus, flight schedules, guest procedures, and technology systems.
Use Zendesk or Salesforce, the PSS, Slack, and other systems accurately so operations run smoothly and work is visible to the wider team.
Track and report portfolio retention, spend, service recovery, and outreach outcomes.
Stay current on company and FAA policies and procedures and follow established Concierge processes.