This position is located in Sterling, VA
Summary:
The Personal Flight Concierge is the single point of contact to aircraft owners, business partners and Jet Card clientele. The position is responsible for the care and comfort of clients, providing a unique, attentive, and luxurious client experience tailored to individual preference. The Personal Flight Concierge showings detailed attention and anticipatory gestures in all correspondence and arrangements to each request, trip and experience that Jet Linx has in its service offerings.
Duties & Responsibilities:
- Responsible for owning the customer relationship / experience to include quoting, trip logistics, communication and in person experiences at departure and arrival base.
- Work with the Central Concierge team on getting quotes, itineraries, & services prepared to provide to the Clients.
- Manage, update, and maintain all client and owner accounts, preferences, expectations, utilizing company systems.
- Respond to inquiries and requests from clients and owners providing a unique, luxurious experience in accordance with Jet Linx service standards while building rapport and anticipating needs and preferences.
- Ensure work area, lobby, meeting areas, entryways and restrooms are clean, organized and inviting in accordance with Jet Linx service standards.
- Coordinate with Flight Operation Departments to ensure service standards are met and/or exceeded and identify any potential issues.
- Maintain standard aircraft stock, lobby amenities and office supply inventory in accordance with Jet Linx service standards.
- Provide / serve customers food and drinks while at primary base of operation. Offer information for local attractions, restaurants, and events both locally and in the areas of travel.
- Schedule trips for Aircraft Owners. Arrange and confirm trip itineraries for approval as well as arrange all trip logistics such as catering, ground transportation, etc. for Aircraft Owners.
- Proactively communicate, document, and resolve complaints, escalating to management as necessary.
- Conduct a pre- and post-flight calls to ensure complete satisfaction of clients and owners.
- Engage with current and inactive flyers to promote and sell/upsell services or partnerships.
- Operate client and owner vehicles cautiously around property including around aircraft/ground equipment as needed.
- Demonstrate Jet Linx’s core values and “Supply the High” in all interactions.
- Other duties as assigned
Knowledge, Skills & Abilities:
- Ability to understand and tailor all actions in accordance with defined Jet Linx service standards
- Establish and maintain effective relationships with clients
- Ability to work flexible, non-standard hours including nights, weekends, and holidays
- Proficient with Microsoft Office Suite
- Ability to work both independently and as part of team
- Excellent verbal and written communication and interpersonal skills to effectively interact with all levels of the company and its customers
- Ability to work in a fast-paced environment, with strong attention to detail and organizational skills
- Ability to maintain the confidentiality of sensitive information
- Self-motivated and willingness to take initiative utilizing client information for problem resolution and improvements to service
- Ability to multi-task and complete work within assigned timelines under minimal supervision
- Ability to be flexible and work in an environment with frequent changes to procedures, directions, and expectations
- Operate office equipment as needed
Education and Work Experience:
- Associate Degree or equivalent from 2-year college or hospitality program preferred
- 2 years of professional customer service experience required
- Aviation industry experience or interest preferred
Physical Requirements:
- Majority of work is completed in a normal office work environment
- Able to complete physical activities such as standing, sitting, walking, talking, and hearing to perform daily work functions
- Must be able to move up to 25 pounds on an infrequent basis
Documentation Requirements:
- Ability to obtain a U.S. driver's license
- Proof of eligibility to work in the US
