Guest Services Tactical Executive

  • Full-time

Company Description

Headquartered in Irvine, California, JetSuite’s vision to provide the freedom and exhilaration of private air travel to more people than ever is realized through efficient operations, acute attention to detail, acclaimed customer service, and industry-leading safety practices. And JetSuite continues to be the only jet charter company to guarantee its instant, online quotes for its fleet of WiFi-equipped JetSuite Edition CJ3 and Phenom 100 aircraft. 
 
The fastest growing jet charter company in the nation, JetSuite is backed by some of the strongest names in aviation and customer service, including David Neeleman (Founder, JetBlue Airways & CEO, Azul Brazilian Airlines); Tony Hsieh (CEO, Zappos.com); and Art Samberg (Founder, Pequot Partners). Its executive team includes CEO Alex Wilcox (Co-Founder, JetBlue Airways), President Keith Rabin, VP of Operations Brian Coulter and VP of Technical Systems, Michael Anello.

Job Description

Position Summary:
The mission of a Guest Services Tactical Executive is to take full ownership of the client experience by taking an overall proactive approach with every Guest interaction. This will be accomplished by maintaining thorough knowledge of our services, up to date information on flight activity, excellent communication and follow up skills, and ability to demonstrate critical thinking by making clear and reasoned judgements.

Essential Functions:
  • Oversee last minute and day of trip booking process from beginning to end: Take inbound trip requests, generate and distribute quotes, secure payments, and book the trip
  • Manage reservations and effectively coordinate and communicate all itinerary changes
  • Coordinate and arrange additional services and special requests
  • Ensure ground transportation has been arranged for clients
  • Demonstrate the ability to customize each interation with every client to ensure their individual likes and dislikes have been addressed
  • Ability to emphathize with the customer reactions regarding itinerary changes and/or cancellations
  • Anticiapte potential flight issues and react accordingly by overseeing all irregular flight activity such as weather delays, crew, and maintenance issues
  • Effectively communicate with internal departments such as mission control and flight scheduling. Demontrate excellent follow up with the clients regarding any changes made to their itinerary
  • Perform verbal confirmations with clients regarding trip departure and arrival times. Collect any missing data such as pax info, date of birth, passport, visa, and luggage weight. Update all JetSuite systems with necessary information.
  • Audit the VVIP process 
  • Prepare briefings
  • Maintain excellent knowledge of overall brand, product pricing, industry lingo, terms and conditions, and availability
  • Continuously monitor all flight activity for any flights within a 48 period
  • Confirm that day of travel services have been arranged for each flight
  • Coordinate any requested changes made by the client with the operations and sales team in a timely manner
  • Demonstrate the ability to multi task while maintaining a high level of professionalism and detailed follow through with internal and external customers
  • Follow up with sales representatives on all actions taken and issue case alerts 
  • Coordidnate, implement, and oversee effective and alternative solutions from beginning to end in order to ensure complete client satisfaction
  • Consistantly follow up with the FBO and update the ground transportation when clients will be arriving early or late
  • In addition to the day of and in flight responsibilities, this position may also be responsible for assisting the main function as needed
  • Broker Desk and other operators to secure recovery flights

Qualifications

Education and Experience:

  • 2+ years experience dealing directly with clients in one of the following categories:
  • Experience with luxury products / clientele
  • Sales (luxury products preferred but not required)
  • Customer Service (luxury products preferred but not required)
  • Aviation knowledge and/or experience strongly preferred
  • High school diploma or equivalent required

Knowledge and Skills:

  • Knowledge or familiarity with aviation or travel
  • Impeccable verbal & written communication skills
  • Pro-active attitude
  • Desire to create a positive and rewarding work culture
  • Comfortable working in a fast-paced, dynamic environment
  • Must maintain composure under pressure
  • Working knowledge with Microsoft Office Program Suite, Google Business Solutions, and Salesforce.com

Additional Information

Must be available some early mornings, late nights, and weekends.