Guest Experience Manager
COMPANY BACKGROUND
Founded in 1947 by the Boy family, National Jets is a full-service aviation company providing award-winning customer service and a full complement of aviation services across three distinct divisions: FBO services, aircraft maintenance, and aircraft management/charter.
We are a leading Fixed Base Operator (FBO) in the private aviation sector, renowned for exceptional service and operational excellence. We pride ourselves on providing world-class aviation services tailored to the needs of private and corporate aircraft owners and operators. With a strong commitment to safety, efficiency, and luxury, our team ensures an unparalleled experience for every client.
We have a deep passion for aviation and are looking for individuals who share this enthusiasm and possess the initiative and competence to make a significant contribution to our organization.
JOB PURPOSE
We are seeking a dynamic and customer-focused Guest Experience Manager to lead our front-line team at our FBO. This role is instrumental in ensuring every guest interaction reflects our dedication to exceptional service and operational excellence. The ideal candidate will be a hands-on leader, skilled in fostering a high-performance team, managing client relationships, and driving personalization strategies through data analysis.
Duties & Responsibilities
- Leadership & Team Management: Supervise, train, and motivate the customer service team to deliver exceptional service.
- Guest Experience: Ensure a seamless and luxury-oriented experience for all clients, including VIPs and corporate executives.
- Operational Oversight: Coordinate daily customer service activities, including reservations, concierge services, and ground transportation.
- Client Relations: Develop and maintain strong relationships with clients, addressing concerns and resolving issues promptly.
- Personalization Strategies: Develop and implement strategies based on data analysis to pursue new clients and better manage existing relationships.
- Social Media & Digital Marketing: Take part in social media and digital marketing initiatives.
- Marketing & Outreach: Develop and implement marketing and customer outreach campaigns independently and in collaboration with marketing partners.
EDUCATION & EXPERIENCE
- PREFERRED
- Minimum of 2 years of management experience, preferably in the private aviation, hospitality, or luxury service industries.
- Strong interpersonal and communication skills, with the ability to connect with a diverse clientele.
- Exceptional problem-solving abilities and attention to detail.
- Familiarity with FBO operations and aviation terminology is preferred.
- Proficiency in Microsoft Office Suite and CRM systems.
- Ability to work flexible hours, including weekends and holidays, as needed.
- Bachelor’s degree in Aviation Management, Hospitality, or a related field is preferred.
Why Join Us?
- Competitive salary and benefits package.
- Opportunities for professional growth in a thriving aviation industry.
- A collaborative and supportive work environment.
- The chance to work with a passionate team delivering excellence in private aviation.
Work Authorization/ Security Clearance:
In accordance with applicable airport security regulations administered by the Department of Homeland Security, Transportation Security Administration, and/or other local governing authorities, employee must obtain requisite security clearance and Broward County Aviation Department (BCAD) security badge as a condition of hire.
EEO Statement:
Company will provide Equal Employment opportunities to qualified persons without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, marital status, or any other protected characteristic as established by federal, state, or local law.
Position Type/Expected Hours of Work:
This is an exempt, full-time position. Standard days and hours of work are Sunday through Saturday in 8 hour shifts. However, the position requires the ability to work during nonstandard hours when the need arises. Must be able to report to work steadily through the workday. Must be able to maintain an attendance record in compliance with the company policies and procedures.
