Guest Experience Manager

Magellan Jets - Quincy, MA

Full-time - Entry Level

Quincy, MA

Air Transportation

About the position

The Guest Experience Manager at Magellan Jets is responsible for ensuring exceptional customer relationships and experiences for guests utilizing the company's private aviation services. This role involves overseeing guest onboarding, maintaining account health, and addressing any issues that arise during the customer journey. The manager will work closely with various departments to enhance the overall guest experience and will be present at the Bedford Private Terminal to greet guests in person during their arrivals and departures.

Responsibilities

• Guest on-boarding through in-person, video, and phone calls.
• Coordinate gift box sending at onboarding and each renewal.
• Maintain and improve the profile-building process.
• Contribute to guest renewals and reorders through a Renewal Package process.
• Capture, resolve, and communicate cases using the Case Management system.
• Initiate phone-first communication upon receipt of negative survey or case report.
• Investigate issues with relevant department managers.
• Conduct routine Case Management meetings.
• Maintain account health and trip perfection statistics.
• Draft plans for technological enhancements.
• Identify opportunities for current charter guests to become members or Jet Card owners.
• Make recommendations to enhance the experience for Jet Card owners and members.
• Provide future program recommendations based on guest feedback.
• Establish, measure, and track account milestones.
• Schedule quarterly/semi-annual account reviews with guests and Private Aviation Consultants.
• Meet and greet customers at the Bedford terminal.
• Report to Bedford for customer activity at the terminal.
• Implement processes and procedures at the Bedford Private Terminal.
• Assist in Flight Support tasks as required.

Requirements

• 1-3 years of proven customer service experience required.
• At least 1 year in a flight support or comparable position.
• Experience working in a hotel or for a luxury brand preferred.
• Bachelor's Degree in a hospitality-related field or aviation/service-related fields.
• 5-Diamond Customer Service Experience or Pilot/Dispatch License preferred.
• Meticulous attention to detail to ensure perfect trip coordination.
• Ability to multi-task a wide range of responsibilities.

Nice-to-haves

• Experience in luxury brand customer service.
• Pilot/Dispatch License.