Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 35 hours ago

Guest Relations & Concierge Manager

Aero12 open roles

Pay
$95,000 – $110,000 a year
Where
US Remote
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowGuest Relations & Concierge ManagerAero · US Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Aero's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market. Aero postings stay open a median of 17 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 35 hours ago

Aero median: 17 days open

The posting

ABOUT AERO

At Aero, we believe exceptional journeys start with exceptional people. Inspired by the golden age of aviation, we're redefining air travel with a modern approach. Our direct, premium flights via private terminals deliver the comfort of low-contact travel and the effortlessly fabulous experience of flying private. Just as we create an elevated experience for our guests, we invest in creating the same for our people—prioritizing transparency, support, accountability and fulfillment to foster a culture of trust and purpose.

ABOUT THIS ROLE

At Aero, our experience extends beyond taking people from one place to another. As a team, we pride ourselves on being consummate hosts, ensuring every guest enjoys an effortless, personalized experience. Much like the spaces we've designed, our service is about cultivating guest relationships and building community. We are looking for team members who are natural empaths, derive energy from serving and delighting others, and want to be part of ushering in a new Golden Age of Travel!

As the Guest Relations & Concierge Manager, you lead, inspire and develop a team of Concierge and VIP Relations spread across Europe and the United States, caring for our guests around the clock. A hands-on and experienced people leader, you are 'leading from the front' by cultivating a team of guest-centric experts who are driven to elevate the Aero experience, who take the utmost care of our High Value guests and VIP members, and who play their part in reaching the company's revenue targets. You report to the Director of Guest Relations & Concierge, who owns Concierge strategy, cross-functional partnerships and the tooling roadmap; your remit is the team itself — its standard, its people, and its day-to-day delivery. The whole department reports to you: the Concierge Supervisor, the VIP Relations Concierge team, and the Level I Concierge team.

RESPONSIBILITIES

  • Translate the Director's Experience strategy into day-to-day practice, delivering the established service standard consistently across every shift and time zone, and communicate with the Director candidly about what is and is not working.
  • Lead the Concierge and VIP Relations teams directly, and use your Supervisor to extend your reach on coaching, onboarding and training, day-to-day team operations, everyday guest service, and service recovery.
  • ‘Lead from the front’, rolling up your sleeves to work alongside your team and stepping onto the queue during genuine surge or when coverage fails
  • Own the Concierge Playbook as the source of truth, keeping our processes and procedures current and making sure the team works to them
  • Empower the Concierge team to co-create training materials, videos, and reference documents to help the organization grow and scale, and co-own Experience team training (the Aero Way) alongside other Experience team leaders
  • Partner with Operations day to day on anything that affects the guest, particularly during IROPS, and work alongside the Director with Product, Commercial Systems, Charter and Marketing to ensure a safe, efficient and effective Concierge operation
  • Oversee the care of our High Value guests and VIP members, ensuring every VIP Relations Concierge portfolio is genuinely covered and that our most valuable guests always have a named person who knows them
  • Oversee VIP membership operations day to day, including referral codes, feedback, events, and Loyalty analytics and insight work through the VIP Relations team, and become an internal reference point on Loyalty yourself
  • Drive the team's contribution to revenue: hold the team to the Concierge sales playbook across our product offering (scheduled service, hotel packages, charters, Aero Private, Loyalty), and identify, pursue and follow through on commercial opportunities
  • Know Darwin, our passenger scheduling tool, well enough to lead. Understand fare construction, exchanges and refunds so that you can judge an escalation and hold the team accountable for accuracy, and ensure our travel agency and Sabre subscriber support is covered, with fare rules, ancillaries and penalty terms applied consistently.
  • Champion a culture of consistent internal feedback that enables the Concierge team to always deliver exceptional, high-touch support, service and 'sales' to our guests and prospective guests via phone, email and chat. Hold the team to our response-time and quality standards
  • Own the Concierge team's KPI tracking, including commissions, and report performance, coverage and guest feedback to the Director on a regular cadence.
  • Own Concierge headcount and hiring, including the interview process and the hire or no-hire call
  • Set and maintain the delegated authority framework including what the VIP Relations Concierge, the Manager on Duty and the Supervisor can each approve on service recovery, IROPS compensation, inventory and seating.
  • Own guest and operational issue escalations as the final point inside the Concierge department, working with other relevant departments to resolve and recover quickly, then documenting and sharing the learnings with the team

REQUIREMENTS

  • 7+ years in luxury hospitality industry, with 5+ years managing people directly in Customer Success or Customer Service preferred
  • Experience leading customer-facing teams that deliver measurable outcomes, at a scale comparable to this one — you will carry a department of roughly fifteen people directly, supported by a Supervisor — including experience working through a team lead as well as managing individual contributors
  • Must have experience with CRM platforms, help desk systems and other customer service tools (experience with Salesforce 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
  • Deeply empathic, extremely proactive, problem-solver, creative and genuinely motivated by serving others
  • This is a Monday to Friday role, but you lead a team that runs seven days a week. Expect to be reachable outside your own hours for genuine escalations, and to provide leadership cover at weekends when needed. There are no overnight shifts.
  • This is a full-time remote role based in the US (Los Angeles, New York, Miami or Austin preferred). We currently hire in the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Massachusetts, Minnesota, New Jersey, Nevada, New York, Pennsylvania, Utah, and Washington.
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Aero's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Aero's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Aero's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.