Aero · 18 hours ago
Concierge & Member Relations Specialist
United States
Full-time
Remote
Entry, Mid Level
$25/hr - $27/hrAero is a company focused on redefining the premium travel industry through personalized service and community building. The Concierge & Member Relations Specialist is responsible for managing high-value guest relationships and driving sales through personalized service and proactive engagement.
Air TransportationLeisureTourismTravel
Responsibilities
High Value Guests relationship management
Be a direct point of contact for High Value guests and Aero Black members, as well as Executive Assistants and bookers for VIPs/CEOs, with the objective of increasing lifetime value across all Aero products and partnerships; keep guest profiles up-to-date
Identify and nurture potential high value guests, (including contacting new guests who book online to educate them on the Aero experience and understand who they are); stay informed on their future travel plans to anticipate opportunities for schedule changes, seat/charter/ancillary sales, or experience personalization. Coordinate closely with Concierge to meet the needs of high-value guests when they fly, and during IROPS
Become an expert in our various Aero Black memberships. Upgrade new Aero Black member accounts, manage referral codes, collect feedback, support event organization, and support Loyalty analytics and insight work
Sales generation and prospecting
Drive seat and charter sales by monitoring waitlists, identifying sales opportunities, and recommending schedule adjustments or additional flights
Develop ancillary sales with existing guests: ground/air transportation, hotel packages, etc
Insights: identify hidden patterns, and untapped demand pockets in subsets of our guest base, and destination markets; work with Marketing/BD and Commercial teams to unlock these opportunities
Stay up to date with Experience Leadership and Marketing and Business Development regarding current promotions, partnerships, future schedule updates, and company offerings
Communication & Support
Act as a Darwin super-user and go-to expert for Darwin and reservations workflows, troubleshooting system issues, maintaining knowledge articles, and supporting colleagues with bookings and system questions
Systems, Reporting & Analytics
Measure team’s sales effectiveness through KPIs. Track and report on leads, conversions, and commissions earned
Become a Darwin expert and a liaison for the Commercial Systems team (including understanding of fare construction principles, calculating exchanges and refunds through fare comparisons and penalty applications, UAT testing, and ensuring the integrity of Guest Experience processes whilst being a first point of escalation for the Concierge team
Manage daily GDS transactions: support travel agencies (ensuring proper PNR maintenance, from booking to IROPS) and act as main point of contact for Sabre subscribers, ensuring accurate application and interpretation of our fare rules by providing guidance on fares, ancillary offerings, and penalty terms
Qualification
Required
Proven experience in guest relations, sales, or reservations in a luxury travel or hospitality environment
Able to demonstrate interest and understanding PSS and fare construction principles, including the hierarchy of fare classes, brand differentiation, and fare basis codes
Strong communication and interpersonal skills; ability to build rapport with high-value guests, and embody Aero in unscripted conversations with ultra-high-net-worth guests and prospects
Results-driven, organized, efficient and detail-oriented
High sense of ownership, autonomy and follow-through, able to proactively drive outbound outreach and follow-ups until closing
Ability to track and analyze leads, opportunities, and performance metrics, extract those insights and share learnings to drive continual improvement
Flexibility to work weekends and shifts that reflect Pacific or Eastern time (PT or ET) where our main hubs are located
Preferred
While aviation experience is a plus, it is not required
Company
Aero
Aero is an air travel company that matches air travelers with premium seats or shared charters.
Founded in 2014
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$121MKey Investors
AlbaCore CapitalKeyframe Capital Partners
2022-08-18Series B· $50M
2022-08-18Convertible Note· $15M
2021-03-09Seed· $16.5M
Leadership Team
Ben Klein
Chief Executive Officer
Mikael Pelet
Chief Operating Officer
Recent News
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