Experience Specialist, TEB
Teterboro, NJ
Operations – Experience /
Full-Time /
Hybrid
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
As a full-time Aero Concierge and Experience Specialist, you will be based in New Jersey, close to Teterboro Airport, NJ (TEB, KTEB).
In this hybrid role, you will work remotely from home for your Concierge responsibilities, and on-site at TEB airport for your lounge responsibilities (hosting departures and arrivals of Aero flights).
In your Aero Concierge responsibilities (80% of the time), you are the all-star liaison between Aero and our guests, and potential guests. Our Concierge team uses the best customer service practices across various activities, from selling prospective guests on the Aero experience, preparing guests and collaborating with the ground team for upcoming flights, triaging any problems our guests may encounter, and ensuring they have a truly memorable experience every step of the way.
In the lounge at TEB (20% of the time), you are not only the face of Aero at TEB but also the primary liaison between Aero Ops/Experience Teams, and our guests, airport staff, and local partners: you will deliver top-notch service, and ensure that every aspect of the experience is safe, seamless, and elevated.
RESPONSIBILITIES
- Serve as Aero host at TEB airport before and after Aero flights, applying a deep understanding of TSA procedures and screening requirements (hand-held metal detector and cabin item search) to ensure all guests comply with safety standards. Report for duty a minimum of 60 minutes prior to arrival, and 90 minutes prior to departure.
- Serve as Concierge the rest of the working week.
- Contribute to net promoter score (NPS) by providing superior, personalized service and service recovery to our guests via phone, email, chat, and in-person interactions - including building great working relationships with SJD/Primesky employees
- Prepare relevant documentation and materials for flights, greet guests and support check-in and luggage coordination on departures and arrivals, and work closely with ground handling and SJD airport partners to ensure a safe and smooth experience
- Ensure all guest information is collected, documented and distributed and all open tickets are resolved promptly, efficiently, and according to established processes
- Proactively engage with potential guests to understand their needs and convert inquiries into bookings, ensuring a seamless and personalized introduction to the Aero experience.
- Collect guest catering from local partner on days of flight, and ensure uplift on jet
- Collaborate with Concierge and VNY Team, Flight Crews, OCC, and Operations teams to make decisions regarding daily operations
- Stay up-to-date with and knowledgeable about all company and FAA policies and procedures and ensure all activities remain in accordance with the General Operations Manual, Experience Playbook, Concierge Playbook, and TSA security requirements
- Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems
- Proactively communicate flight management details, changes, and irregular operations (IROPS), appropriately escalating operational and experience issues
- Use all systems and tools effectively to ensure operations run smoothly
- Contribute to process improvement, and
- Other projects as assigned.
REQUIREMENTS
- Must live in New Jersey, ideally less than 45 minutes away from Teterboro airport; being able to, on occasion, drive to Westchester County Airport, White Plains NY (HPN, KHPN) is a plus
- Must be able to work on a flexible schedule); available to work weekends, and holidays (30+ hours per week)
- Work on your feet for at least 4 hours
- Move at a fast pace (but not running) from one area of the FBO or lounge to another
- Move, pull, carry or lift at least 50 lb (luggage, carts, etc.)Occasionally kneel, bend, carry, and assist around the aircraft
- Must have a valid driver’s’ license (driving is required on operational days)
- As this is a (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: all prospective employees are subject to pre-employment testing and random testing throughout employment for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP).
BENEFITS & PAY
- Pay Range: USD $24/hour
- Twice-yearly bonus, based on performance (after 6 months of employment)
- Time Off: vacation, sick, bereavement, and holiday
- Benefits: medical, dental, vision, life, disability, 401k, health FSA, dependent care FSA
$24 - $24 an hour
