Guest Relations & Concierge Manager

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).