ABOUT AERO
By reimagining premium travel from the ground up, Aero offers a radically enhanced air travel experience – focusing on exclusivity, design, convenience, and personalized service. Aero integrates scheduled flights, charter flights, and aircraft management services under a single premium brand and digital-first platform, delivering a seamless end-to-end experience that neither traditional airlines nor private jet companies have achieved.
ABOUT THIS ROLE
As the Experience Standards & Quality Manager in Cabo, you will be the primary steward of service excellence in the region. While this role does not have direct reports, you will serve as the critical link between Aero, our guests, and our partners in Cabo to ensure every journey feels bespoke and premium.
RESPONSIBILITIES
Airport Operations & Partnership Management
Serve as the primary point of contact between Aero and airport handlers, security companies, and airport staff in Mexico.
Coordinate catering for selected flights, including placing orders with our local partner and managing the pickup and delivery to the aircraft.
Manage key base-level vendor relationships, including ground transportation and catering partners.
Partner with the Director of Experience Design & Development on vendor contract renewals and service scope changes affecting your region.
Collaborate with Finance to manage per-guest budgets and inventory in your region.
Guest Experience & "Lounge" Stewardship
Be on-site for all scheduled and charter Aero flights at SJD and occasionally CSL to act as the primary contact for guests.
Ensure guests feel the Aero brand promise in SJD and CSL despite the lack of a dedicated physical lounge at the FBO.
Maintain "lounge" standards regarding cleanliness, visual presentation, and guest flow within partner FBOs.
Act as a high-touch ambassador, building relationships with frequent guests and managing real-time service recovery.
Quality Assurance & Feedback
Conduct experience quality audits and jet walk-throughs to ensure the fleet meets Aero standards.
Identify service gaps and translate guest feedback into tangible improvements for service flow or amenities.
Provide real-time decision-making support during irregular operations or flight disruptions.
REQUIREMENTS
Must successfully complete and maintain GSC accreditation
Must act as Aero’s authorized representative in Mexico for security sensitive functions
Strong understanding of luxury hospitalityExcellent communication skills, both written and oral.
Native English Speaker
Proficient Spanish Speaker
Must have access to a vehicle and be able to drive between Cabo San Lucas and San Jose del Cabo
A passion for service, and proven ability to lead and inspire teams to always be better, as well as collaborate with diverse stakeholders, including government representatives.
Comfortable in a startup environment; exhibiting a bias for continual improvement, and comfort in a fast-paced environment.
Must have a flexible work schedule, be willing to work outside of 9-5 hours including nights, split shifts, weekends and holidays, and be comfortable with last minute/regular changes.
Must be able to work on your feet for at least 8 hours.
Ability to move, pull, carry or lift up to 100lb. (luggage, carts, etc.).
Occasionally kneel, bend, carry and assist around the aircraft. Must be tech savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, Darwin.
Must live within 40 minutes of SJD/CSL airports.
