Experience Lead

ABOUT AERO

Aero is on a mission to redefine air travel—inspired by the golden age of aviation, designed for modern life. Direct, premium flights from private terminals offer our guests the comfort of low-contact travel and the effortlessness of flying private. From our custom jets to our dedicated Host and Concierge teams, everything that we do is personalized for our guests.

At Aero, we are on this journey together. We turn off the lights, spend carefully, and welcome everyone like guests in our own home. We share ideas big and small to make Aero better. We take pride in a job well done and in the company that we are building together. Aero is ours.

ABOUT THIS ROLE

As an Experience Lead at Aero, you will be the face of our Guests’ Aero journey. Responsible for creating an exceptional experience in our lounges, and onboard our jets, our Experience Leads utilize their natural warmth, graciousness and collaborative spirit to serve our Guests with transparency and poise.

Undergoing training as Ground Security Coordinator (GSC) and Customer Service Representative (CSR), all Experience Leads will be responsible for adhering to the regulatory and internal policy compliance required of the role.

• Be the face and embodiment of Aero. Ensure a safe, seamless and extraordinary guest experience throughout the Aero journey, with relentless attention to detail from departure to arrival, and onboard our jets for both schedule and charter flights. 
• Own the Aero experience, uphold Aero’s core values, professionalism, and attributes; including integrity, genuineness and proactive enthusiasm.
• Prepare, and welcome our guests onto our jets. Deliver an attentive onboard experience, and communicate in a kind and confident manner, even in the instance of a guest complaint. 
• Working closely with other teammates in the Experience Team, ground handling and airport partners, to create an efficient and organized operation. 
• Stay up-to-date on all internal policies and regulatory requirements, working in accordance with the outlined responsibilities in the Experience Policy/Service Playbook  and Twelve-Five Standard Security Program (TFSSP) to ensure a safe operation.
• Stay up-to-date and current on all required training including but not limited to Ground Security Coordinator, emergency procedures training and service training.
• Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, F&B vendors and Experience partners, flight schedules, guest procedures, and relevant technology systems.
• Prepare for on-time departures and seamless arrivals. Create Guest facing collateral/relevant flight paperwork, welcome our guests into our lounge spaces offering beverages/snacks, and use our departure control system (DCS) to facilitate check-in, bag weighing, seat assignments, and more. 
• Own the behind-the-scenes action, including sourcing and loading our jets with relevant supplies, preparing the cabin spaces for our guests, and downlifting items post flight. Ensuring our jets are left clean and set back to expectations. 
• Capture, record and deliver guest and internal feedback on the Aero experience using relevant tools, providing insight into our Guests preferences, comments and ideas, to improve our offering and operations. 
• Create memorable experiences for our Guests, including taking part in our Daymaker programme, welcoming Guests with a personal touch and building relationships. 
• Be prepared to react fast, and deliver front-line service recovery, provide operational support/coverage, and manage situations relating to irregular operations/delays. 
• Uphold procedures and practices as relevant in completion of Ground Security Coordinator (GSC) and Customer Service Representative (CSR) training.
• Other duties as assigned.

• Experience working in a luxury hospitality/guest experience environment.
• Excellent verbal and written English communication skills. 
• Optimism and collaboration: you are always eager to lend a helping hand; you bring a calm yet confident energy, especially in high-pressure situations; you believe your success comes by making others successful. 
• Must have a flexible work schedule, and be willing to work outside of 9-5 hours including nights, weekends and holidays. A rotating schedule of base, jet, and reserve duty may apply. Schedule based on 12 days off per month. 
• Must be willing to fly
• Must be able to report to the station base as assigned within 120 minutes. 
• Must be able to work on your feet for extended periods of time.
• Fast-paced movement may be required. 
• Must be able to move, pull, carry or lift up to 100lbs.
• Occasionally kneel, bend, carry, and assist around the jets.
• U.S Citizen, or have the legal right to live and work in the United States.
• Must be a minimum of 21 years of age.
• Be able to operate to foreign countries, and meet foreign country requirements to meet the needs of the company route structure.
• As this is a (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to DOT pre-employment testing and random drug testing throughout employment for the following drugs and their metabolites.

• Pay Range: $60,000-$70,000/ per year in Los Angeles, CA - exact compensation may vary based on skills, experience, and location
• Time Off: vacation, sick, bereavement, and holiday
• Benefits: medical, dental, vision, life, disability, 401k, health FSA, dependent care FSA
• Stock Options: the opportunity to own a piece of Aero

Salary : $60,000 - $70,000