VIP Guest Relations

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!

The VIP Relations Concierge is the most senior individual contributor on the Concierge team and the standard the rest of the team is measured against. Where our Concierge team works the queue, the VIP Relations Concierge works relationships: a named group of VIP members, top spenders, and the assistants who book on their behalf, who know you by name and expect you to know them by theirs.

This is a proactive role, not a reactive one. You are expected to see the itinerary problem before the guest does, to make the call rather than wait for the email, and to own the outcome end to end—including when the answer requires judgment rather than a script. You are the first point of escalation for the Concierge team on the floor, the person we put in front of our most valuable guests during irregular operations, and a meaningful voice in how the team's standards and playbooks evolve. The role balances three demands: the incoming queue, your named portfolio, and on-call ownership of the flights assigned to you. The mix shifts week to week with the flight schedule, and your manager will set priorities with you. This is a fully remote role.

Requirements

Hands-on experience with Darwin or an equivalent airline reservations system: building and amending complex itineraries, calculating exchanges and refunds, and explaining the fare rules behind them

6 years in a guest- or client-facing role in luxury hospitality, private or commercial aviation, or premium travel

Experience owning named client or member relationships

1 year of hands-on GDS work: amending PNRs, processing exchanges and refunds, and applying fare rules

Proficiency with Zendesk, Salesforce, or an equivalent ticketing tool

Availability to work weekends and holidays on shifts aligned to LA, New York, or Central time

Applicants must meet all requirements to be considered.

We currently hire in the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Massachusetts, Minnesota, New Jersey, Nevada, New York, Pennsylvania, Utah, and Washington.

Preferred

Aviation experience is a plus.

Responsibilities

High-Value Guest Relationships

Serve as the named, direct point of contact for an assigned portfolio of Aero members and high-value guests, as well as the executive assistants and bookers who travel on their behalf; build genuine rapport and become the reason they choose Aero again.

Maintain a working knowledge of each guest in your portfolio, including travel patterns, preferences, companions, sensitivities, past service recovery. Keep guest profiles accurate and current so any member of the team can pick up where you left off.

Stay informed on your guests' future travel plans in order to anticipate schedule changes, seat and charter opportunities, and personalization ahead of the request.

Become an expert in our Aero membership options and be able to speak fluently to the value of every tier, promotion, and partnership. Then hand off potential members to the BD sales team.

Proactive Trip Ownership

Own your guests' journeys end to end: review upcoming itineraries daily, identify risk before it becomes a service failure, and reach out first with the fix already in hand.

Coordinate transportation, ground handling, catering, and special requests directly with internal teams and airport partners, and confirm the details rather than assume them.

Prepare relevant documentation and materials for flights and work closely with the ground team so that arrival is seamless for the guest and predictable for the operation.

Look across your portfolio for patterns such as repeat friction, unmet needs, untapped demand, and bring them to Concierge Leadership.

Hold the balance between the queue, your portfolio, and the flights you are on call for. Protect time for proactive portfolio work, and raise it early when the three begin to compete rather than letting one of them quietly lose.

Escalation and Service Recovery

Act as the first point of escalation for the Concierge team: take the difficult contact and the complex itinerary.

Stay available on the queue: take incoming calls and emails alongside the Concierge team. This role sits with the team rather than behind it, and being reachable is part of being the first point of escalation.

Lead guest communication for high-value guests during IROPS (irregular operations) including rebooking, ground alternatives, and expectation-setting. Partner with Operations to make timely decisions on incomplete information.

Exercise judgment within delegated authority on service recovery, and escalate cleanly and promptly to the Supervisor or Manager where the decision exceeds it.

Standards and Team Contribution

Set the bar for written and verbal guest communication on the team, and mentor Concierge colleagues by example, real-time support, and side-by-side coaching on live contacts.

Contribute to the Concierge Knowledge Center, macros, and process documentation; identify areas of opportunity for new processes and systems, and be proactive and generous with your ideas and experiments.

Support training of new Concierge team members on request.

Hold the floor during periods without leadership on shift: triage, prioritize, and keep the team moving, escalating anything that requires a Supervisor or Manager decision.

Reservations, Systems and Knowledge

Be an expert user of Darwin and the Concierge team's go-to resource for it: build and amend complex itineraries, calculate exchanges and refunds, and explain the fare rules behind them.

Act as a first point of escalation for the Concierge team on GDS and PNR issues — triage the error, resolve what you can, and hand off cleanly to the Commercial Systems team when it needs deeper intervention.

Monitor your own guests' bookings for schedule changes and ticketing time limits, and keep itineraries synchronized and accurate.

Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems.

Use all systems and tools effectively and accurately (including Zendesk/Salesforce, our PSS, and Slack) to ensure operations run smoothly and work is visible to the wider team.

Track and report on your portfolio: retention, spend, service recovery, and the outcomes of your outreach.

Stay up to date with and knowledgeable about all company and FAA policies and procedures, and ensure all activities remain in accordance with established Concierge processes.

Skills & Competencies

Judgment. Comfortable making the call in ambiguity, and equally comfortable naming the moment it needs to go higher.

Ownership. Follows through to closure without being chased, and treats a guest's problem as their own until it is genuinely resolved.

Anticipation. Reads an itinerary or a schedule change and sees the guest impact before it lands.

Presence