Guest Relations & Experience Supervisor

ABOUT AERO Aero is on a mission to elevate air travel - inspired by the golden age of aviation, designed for modern life.  Direct, premium flights via private terminals offer guests the comfort of low-contact travel and the effortlessness of flying private. We pride ourselves on being dedicated hosts and expect the same commitment from every team member. That means: We prioritize safety above all else, personalize every experience, always assume best intentions, and act decisively. ABOUT THIS ROLE The Guest Relations and Experience Supervisor provides day-to-day leadership for the Concierge team and rotates between three key focus areas: EngageX (Sales), ConciergeX (Ops), and CoreX (Overnight/Admin). Supervisors ensure service excellence, oversee escalations, coach Concierge and Reservations and Member Relations Specialists, and help build long term guest relationships that define Aero’s premium travel experience to support Aero’s strategic goals in both revenue growth and operational quality. RESPONSIBILITIES

EngageX (Sales Focus)

Deliver high-touch support and tailored sales conversions to prospective and current guests. 

Oversee and coach Reservations Specialists on techniques to support achievement of sales and retention goals.

Support onboarding, training, and continuing education for Reservations Specialists

Contribute to recognition and engagement initiatives that strengthen team culture.

Manage guest relations with Aero Black members, VIPs, and group booking requests.

Follow up with lapsed leads or inquires to drive bookings and guest retention

Identify opportunities for new processes, systems, or workflows to support revenue growth, including reviewing guest insights.

Partner with Marketing and Management to support promotions and campaigns

Monitor daily team activity and provide coaching and feedback.

Proactively coordinate communication of flight management details, including itinerary changes, transportation, and special requests.Serve as an escalation point for service issues and irregular operations (IROPS), including complaint management and service recovery.

Manage IROPS communication and follow-up, including compensation workflows.

Identify opportunities for new processes, policies, systems, or workflows to improve operations and lead rollout and implementation.

Be the Guest Relations team’s Darwin subject-matter expert and primary escalation point for reservations/system issues.

Ensure compliance with Concierge policies, service quality and consistency across the Concierge team.

Support onboarding, training, and continuing education for Concierge

Provide overnight leadership coverage for guest needs and operation continuity. 

Conduct QA checks on upcoming flights, verify accuracy of guest details.

Maintain guest profiles with accurate, timely information to support relationship building and personalization. 

Support EngageX by locating, organizing, and following up on leads 

Support projects such as team newsletters, content creation, and sales playbook development.  

Ensure smooth handoff between overnight and daytime shifts.

SKILLS & COMPETENCIES

Strong leadership and coaching skills, with the ability to inspire and support remote teams. 

Exceptional written and verbal communication skills with empathy and a problem solving mindset.

Adaptability to shift between EngageX, ConciergeX, and EnableX assignments

Strategic, detail-oriented, and proactive in identifying areas of opportunity or improvement. 

In-depth knowledge of Aero’s services, menus, polices, schedules, and systems.

REQUIREMENTS

Minimum 1 year experience as a customer service team lead, supervisor or coordinator, at a consumer-focused company. Aviation or hospitality experience is a plus. 

Demonstrated ability to resolve complex guest issues and complaints.

Demonstrated background in remote customer service & solving problems at a consumer-focused company, using email services and customer service tools – experience with Zendesk and working with high-net-worth customers is a strong plus. 

Comfortable working remotely and independently in a fast-paced environment

Extremely proactive, problem-solver, empathic and genuinely motivated by serving others.

Flexibility to work in a 24/7/365 service operation that may require day, night, afternoon, weekend or holiday shifts.