Summary:
The Manager, Sr Flight Concierge serves as a direct manager of members of the Central Flight Concierge team and plays a critical role in driving the delivery of exceptional, consistent member experience. This position is responsible for overseeing flight concierge operations related to member travel, setting service standards, and ensuring seamless coordination of trip logistics across internal teams and external partners happens timely.
In addition to directly managing Sr. Flight Concierge, the Manager is responsible for fostering a unified, service-driven culture in partnership with Jet Linx operational teams and base concierge, Regional Vice Presidents, and Base Managers. The position ensures central flight concierge operations are coordinated, client interactions are executed with precision, anticipation, and attention to detail to support premium ownership and travel experience.
Duties & Responsibilities:
- Leadership, Culture & Career Development
- Serve as a direct manager for Sr. Flight Concierge team members, providing clear direction, coaching, and regular one-on-one meetings with a strong focus on career development and growth.
- Create an environment where team members thrive by cultivating a high-performing, psychologically safe environment that enables and empowers team members to perform their daily responsibilities as well as bring new ideas to the table for process and client experience improvement.
- Foster a unified, service-driven culture in partnership with Base Flight Concierge, Regional Vice Presidents, Base Managers and other operational leaders.
- Manage team schedules, PTO requests, and expenses.
- Provide coaching, performance feedback, and development conversations with team members. Have courageous, timely conversations around performance, behavior and development, doing so with empathy and professionalism.
- Assign project work as needed to Senior Concierge and ensure it gets completed as expected, including but not limited to: partnering with Business Solutions as a subject matter expert for requirements and testing, hosting Jet Card Onboarding calls, Peer Mentoring and providing backup coverage at bases.
- Flight Concierge Operations & Member Experience
- Support the Executive Concierge in the end-to-end client experience for VIP/High Profile assigned members, including trip planning, quoting, logistics, and communication.
- Establish, communicate and uphold Flight Concierge service standards, including Five-Star experience expectations, audits, and quality assurance measures.
- Deploy Sr. Flight Concierge team members as training and peer mentor resources to Base Flight Concierge, Base Managers, and Regional Vice Presidents as needed so that Flight Concierge are trained and supported to a consistent standard.
- Manage volumes and regional support levers to ensure clients are receiving exceptional experience at the bases.
- Cross-Functional Coordination & Communication
- Partner closely with Base Concierge teams, GSOC, Sales, and Operations to ensure trips are operationally approved and executed as planned, with clear and timely communication across stakeholders.
- Maintain real-time awareness of trip status through Jet Linx systems and communication tools, guiding the team as issues arise and ensuring follow-up is completed.
- Support new member onboarding by coordinating with local Sales and Flight Concierge teams and ensuring accurate profile setup.
- Build and maintain strong working relationships with other departments, acting as a bridge to remove obstacles and improve the overall member and base experience.
- Planning, Analysis & Process Improvement
- Maintain a forward-looking view of upcoming member and owner trips to ensure operational readiness.
- Manage the OSA process, including issue collection, resolution, trend analysis, and recommendations for process improvements.
- Manage travel arrangements and communications related to Jet Linx agency partner memberships.
- Coverage & Additional Responsibilities
- Provide evening shift coverage seven days per week, as assigned.
- Travel to base locations as needed to provide on-site support for open Flight Concierge positions or PTO coverage.
- Maintain regular and predictable on-site attendance.
- Demonstrate Jet Linx core values and “Supply the High” in all interactions.
- Perform other duties as assigned.
Knowledge, Skills & Abilities:
- Strong ability to deliver service in alignment with Jet Linx – defined Five-Star standards
- Strong understanding of the Company’s aviation business model and service expectations
- Excellent verbal, written, and interpersonal communication skills
- Exceptional attention to detail and organizational skills
- Ability to manage multiple priorities in a fast-paced environment with minimal supervision
- Strong judgment, discretion, and ability to maintain confidentiality.
- Self-motivated with a proactive approach to problem-solving
- Proficiency in Microsoft Office and company systems
- Ability to work non-traditional hours and travel as required
Education and Work Experience:
- Associate’s degree or equivalent experience in hospitality, service, or a related field preferred
- 2-3 years of experience in high-level customer service or concierge-style roles
- Aviation industry experience or demonstrated interest preferred
- Equivalent combination of education and experience may be considered
Physical Requirements:
- Majority of work performed in a standard office environment
- Prolonged periods of sitting and working at a computer
- Ability to stand, walk, talk, and hear to perform essential job functions
- Ability to lift up to 25 pounds on an infrequent basis