The Hospitality & Experience Manager is responsible for coordinating, performing, and overseeing all Hospitality and Experience (CSR) activities for ACI Jet FBO clients and maintaining a positive and productive relationship with ACI Jet’s employees, vendors, and clients by personally performing these duties or through subordinate staff members.

Reports To

The Hospitality & Experience Manager reports directly to the Assistant General Manager and/or General Manager.

Essential Duties and Responsibilities

Duties include the following (other duties may be assigned as required by management)

• Lead and manage the Hospitality and Experience team to ensure that the goals and objectives relating to the FBO are achieved and carried out in accordance with applicable policies and procedures.
• Directly supervise H&E staff as relates to adherence to uniform program, general appearance, proper radio and phone procedures and all other policies and procedures.
• Train, coach, evaluate, and develop subordinate staff in accordance with established procedures.
• Assist in recruiting and interviewing for H&E positions.
• Manage H&E work schedules and recommend appropriate staffing levels to the Assistant General Manager or General Manager.
• Conduct performance reviews of H&E staff on a probationary and annual schedule; exercising praise and disciplinary action when necessary.
• Complete projects and responsibilities that are aligned with the goals of the General Manager.
• Take complete ownership of ensuring ACI Jet clients receive exceptional service and coaching the Hospitality and Experience team on exceeding client expectations. This includes diffusing high-stress situations and managing customer expectations in a professional manner, utilizing applicable tools and remedial services.
• Coach the Hospitality and Experience team to coordinate client services such as rental car and hotel reservations, fuel purchasing, hangar space, ramp parking, and other services as determined by the client. This includes answering phone calls, texts, emails, and in-person requests for services. This also includes dispatching services via radio.
• Organize periodic departmental meetings and design other communication flows between staff and management.
• Establish and maintain professional relationships with clients, paying careful attention to client preferences and needs.
• Maintain and update client information within the reservation platform and other company-utilized POS/CRM software, such as the Avfuel HUB, FlightBridge, and G Suite.
• Ensure all ACI Jet client requests are responded to in a timely and professional manner over a variety of communication mediums. This includes responding to FBO client concerns and suggestions. Manage any shortcomings that could damage the company’s core values.
• Maintain a close, productive, and beneficial relationship with clients and vendors as well as with other employees. This includes communicating efficiently and respectfully with other departments, especially the AGS team, to coordinate client services.
• Coordinate with the General Manager to develop and enforce policies and procedures.
• Ensure the needs of the accounting team are being met, and that all accounting responsibilities are performed accurately.
• Lead the Hospitality and Experience team by setting an example, maintaining a positive attitude, and helping others achieve company and personal growth.
• Demonstrate leadership skills while ensuring the safety and quality of all assigned duties and responsibilities by actively and positively participating in ACI Jet’s SQMS program. This includes working directly with the Safety and Compliance officer to ensure ACI Jet is in compliance and maintaining best practices as it pertains to operations.

Knowledge, Skills and Experience

• Must have a valid driver’s license and a clean driving record.
• Must have at least 3 years of experience operating in a manager or supervisor role at an FBO.
• Must be highly motivated and organized.
• Must be computer proficient (MS Office Suite, Internet, G Suite, Office 365).
• Must have excellent verbal and written communication skills.
• Must be able to read, write, and speak English.
• Must have full and open availability.

Highly Desirable

• Bachelor’s Degree.
• Certificates related to aviation.
• Bachelor’s Degree in Business or related field.
• Experience writing manuals and standard operating procedures.
• 5 or more years’ of work experience in the aviation industry.

Salary Range: $70,000 to $85,000 per year, plus quarterly bonuses.