礼宾服务
Concierge
ABOUT AERO
在Aero，我们相信卓越的旅程始于卓越的人。受航空黄金时代的启发，我们以现代方式重新定义航空旅行。我们通过私人航站楼提供直达、高端的航班，为旅客带来低接触旅行的舒适感和私人飞行的轻松奢华体验。正如我们为客人创造的提升体验，我们也致力于为员工创造同样的体验——通过透明、支持、责任和成就感，打造一个充满信任和使命感的文化。
ABOUT THIS ROLE
在Aero，我们的体验超越了将人们从一个地方带到另一个地方。作为团队，我们以成为专业的主人翁为荣，确保每位客人都能享受顺畅、个性化的体验。就像我们设计的空间一样，我们的服务在于培养客户关系并建立社区。我们寻找那些天生具有同理心、从服务和取悦他人中获得能量，并希望参与开启新的旅行黄金时代的人！
作为Aero礼宾人员，你是Aero与客人（以及潜在客人）之间的核心联络人。这是一个完全远程的工作岗位。我们的礼宾团队在各种活动中采用最佳客户服务实践，包括向潜在客人推销Aero的体验，为客人准备并与其他地面团队合作安排即将进行的航班，处理客人可能遇到的任何问题，并确保他们在每一步都拥有真正难忘的体验。
RESPONSIBILITIES
- 通过电话、邮件和聊天为客人和潜在客人提供卓越的个性化服务，提高客户满意度评分（NPS），并确保所有未结工单得到及时且简洁的解决。
- 理解潜在客人的具体背景和需求，根据他们的需要定制Aero体验的特点和优势，推动行程预订转化。
- 准备相关文件和材料，支持客人的旅程，并与地面处理和机场合作伙伴远程协作。
- 根据既定流程，及时高效地收集、记录和分发所有客人信息。
- 主动协调和组织与航班管理细节相关的所有沟通，包括行程变更、交通安排和其他特殊请求。
- 与运营团队紧密协作，传达任何变更信息
查看英文原文
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 an Aero Concierge, you are the all-star liaison between Aero and our guests (and potential guests). This is a fully remote role. Our Concierge team uses the best customer service practices across various activities, from selling prospective guests on the Aero experience, preparing guests and collaborating with the ground team for upcoming flights, triaging any problems our guests may encounter, and ensuring they have a truly memorable experience every step of the way.
RESPONSIBILITIES
- Contribute to customer satisfaction score (NPS) by providing superior, personalized service to our guests and prospective guests via phone, email, and chat, and ensuring all open tickets are resolved promptly and concisely.
- Understand the specific context and desires of prospective guests to tailor the features and benefits of the Aero experience to their needs and drive trip booking conversion.
- Prepare relevant documentation and materials for flights, support guests through their journey, and work closely with ground handling and airport partners remotely.
- Ensure all guest information is collected, documented, and distributed promptly and efficiently according to established processes.
- Proactively coordinate and organize all communication regarding flight management details, including itinerary changes, transportation arrangements, and other special requests.
- Coordinate closely with the Operations team to communicate any changes that may occur with the flight schedule, weather, aircraft, any IROPS (irregular operations), and certain accommodations to meet the needs of our guests.
- Effectively communicate and escalate operational and experience issues.
- Collaborate with Concierge, Flight Crews, and Operations teams to make critical decisions regarding daily operations.
- Use all systems and tools effectively to ensure operations run smoothly.
- Identify areas of opportunity for new processes and systems that better support our operation and guest experience; be proactive and generous with your ideas and experiments, and contribute to process improvement.
- Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems.
- Stay up-to-date with and knowledgeable about all company and FAA policies and procedures, and ensure all activities remain in accordance with the Concierge Playbook.
- Complete side work and daily tasks as directed by leadership and as requested by other departments.
REQUIREMENTS
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While aviation experience is a plus, it is not required. Instead, what is preferred is a demonstrated background in customer service, and those who have worked in either/or:
- a luxury service environment
- a customer-focused start-up
- the private aviation sector
- Must have experience with email services and proficiency using customer service tools (experience with Salesforce is a plus).
- Available to work nights, weekends, and holidays, if required.
- Flexibility to work shifts that reflect the time zone of our main hubs (LA or New York)
BENEFITS & PAY
- Pay Range: $25/hr-$33/hr [exact compensation may vary based on skills, experience, and location.]
- Time Off: PTO, accrued sick time, bereavement, and holiday pay.
- Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA.
Originally posted on Himalayas