Guest Relations & Experience Supervisor

RESPONSIBILITIES

• EngageX (Sales Focus)
• Deliver high-touch support and tailored sales conversions to prospective and current guests. 
• Oversee and coach Reservations Specialists on techniques to support achievement of sales and retention goals.
• Support onboarding, training, and continuing education for Reservations Specialists
• Contribute to recognition and engagement initiatives that strengthen team culture.
• Manage guest relations with Aero Black members, VIPs, and group booking requests.
• Follow up with lapsed leads or inquires to drive bookings and guest retention
• Identify opportunities for new processes, systems, or workflows to support revenue growth, including reviewing guest insights.
• Partner with Marketing and Management to support promotions and campaigns
ConciergeX (Ops Focus)
• Monitor daily team activity and provide coaching and feedback.
• Proactively coordinate communication of flight management details, including itinerary changes, transportation, and special requests.Serve as an escalation point for service issues and irregular operations (IROPS), including complaint management and service recovery.
• Manage IROPS communication and follow-up, including compensation workflows.
• Identify opportunities for new processes, policies, systems, or workflows to improve operations and lead rollout and implementation.
• Be the Guest Relations team’s Darwin subject-matter expert and primary escalation point for reservations/system issues.
• Ensure compliance with Concierge policies, service quality and consistency across the Concierge team.
• Support onboarding, training, and continuing education for Concierge


EnableX (Overnight/Admin Focus)
• Provide overnight leadership coverage for guest needs and operation continuity. 
• Conduct QA checks on upcoming flights, verify accuracy of guest details.
• Maintain guest profiles with accurate, timely information to support relationship building and personalization. 
• Support EngageX by locating, organizing, and following up on leads 
• Support projects such as team newsletters, content creation, and sales playbook development.  
• Ensure smooth handoff between overnight and daytime shifts.

SKILLS & COMPETENCIES

• Strong leadership and coaching skills, with the ability to inspire and support remote teams. 
• Exceptional written and verbal communication skills with empathy and a problem solving mindset.
• Adaptability to shift between EngageX, ConciergeX, and EnableX assignments
• Strategic, detail-oriented, and proactive in identifying areas of opportunity or improvement. 
• In-depth knowledge of Aero’s services, menus, polices, schedules, and systems.

REQUIREMENTS

• Minimum 1 year experience as a customer service team lead, supervisor or coordinator, at a consumer-focused company. Aviation or hospitality experience is a plus. 
• Demonstrated ability to resolve complex guest issues and complaints.
• Demonstrated background in remote customer service & solving problems at a consumer-focused company, using email services and customer service tools – experience with Zendesk and working with high-net-worth customers is a strong plus. 
• Comfortable working remotely and independently in a fast-paced environment
• Extremely proactive, problem-solver, empathic and genuinely motivated by serving others.
• Flexibility to work in a 24/7/365 service operation that may require day, night, afternoon, weekend or holiday shifts.