Hospitality & Experience (CSR)

ACI Jet; Santa Ana (CA); On-site; USD 25,000 - 32,000; Full time

Job summary

ACI Jet, Inc. in Santa Ana, CA is seeking a Hospitality and Experience Customer Service Representative to deliver exceptional service to FBO clients and coordinate a range of amenities from transportation to facilities, ensuring a positive experience for customers and seamless collaboration with internal teams.

The role requires strong communication, multitasking, and a professional demeanor; familiarity with reservation platforms and aviation terminology is a plus.

Qualifications

• High school diploma or equivalent.
• Valid driver's license.
• Excellent verbal and written communication skills.
• Proficient with Google and MS Office.
• Ability to multitask in a fast-paced environment.
• Willingness to work flexible hours including overtime.
• Able to lift 25 pounds and stand for extended periods.
• U.S. work eligibility.

Responsibilities

• Coordinate with ACI Jet personnel to meet FBO goals and policies.
• Provide exceptional service and manage client expectations professionally.
• Assist with client services such as rental car and hotel reservations, fuel, hangar space, and other services.
• Maintain professional relationships with clients and vendors.
• Update client information in reservation platforms and CRM systems (Avfuel HUB, FlightBridge, G Suite).
• Respond promptly to client inquiries across multiple channels.
• Ensure facilities and restrooms are clean and stocked; coordinate with AGS and Facilities teams.
• Maintain accurate accounting records.
• Participate in SQMS program to ensure safety and quality.

Skills

Customer service

Communication

Multitasking

Attention to detail

Teamwork

Google Suite

Microsoft Office

Scheduling flexibility

Aviation terminology

English proficiency

Education

High school diploma or equivalent

College coursework in business (desirable)

Tools

Google Suite

Microsoft Office

Job description

Summary

The Hospitality and Experience (Customer Service Representative) position is responsible for performing all Hospitality and Experience activities for ACI Jet FBO clients and maintaining a positive and productive relationship with ACI Jet's employees, vendors, and clients.

Summary

The Hospitality and Experience (Customer Service Representative) position is responsible for performing all Hospitality and Experience activities for ACI Jet FBO clients and maintaining a positive and productive relationship with ACI Jet's employees, vendors, and clients.

Reports To

The Hospitality and Experience position reports directly to the Hospitality and Experience Supervisor and can take direction from the Hospitality and Experience Lead.

Essential Duties And Responsibilities

• Coordinate with ACI Jet personnel to ensure that the goals and objectives relating to the FBO are achieved and carried out in accordance with applicable policies and procedures.
• Ensure ACI Jet clients receive exceptional service, and strive to exceed client expectations. This includes diffusing high-stress situations and managing customer expectations in a professional manner.
• Assist and 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.
• 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.
• Ensure client areas, restrooms, and facilities are in good and clean condition, as well as freshly stocked and current. This includes coordinating and communicating with the AGS and Facilities teams.
• Keep accurate accounting records.
• 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.
• Ensure the safety and quality of all assigned duties and responsibilities by actively and positively participating in ACI Jet’s SQMS program.

Requirements

• Must have a high school diploma or equivalent.
• Must have a valid driver’s license.
• Must be able to work as part of a team and independently in a high-stress and fast-paced environment.
• Must be highly motivated and organized.
• Must be computer proficient (Google, MS Office Suite, Internet).
• Must have excellent verbal and written communication skills.
• Must be able to multitask at a very high level and must have extreme attention to detail.
• Must have scheduling flexibility and availability. This position could be subject to mandatory overtime.
• Within the first 90 days of employment, a basic understanding of aviation terminology is required.
• Must be able to lift 25 pounds, sit, bend, and stand for extended periods.
• Must be able to read, write, and speak English.
• Must be able to provide proof of eligibility to work in the United States.

Highly Desirable

• College coursework in business administration or similar
• Prior 5-star hotel/resort customer service training/experience
• Prior aviation industry and/or FBO experience
• 3-5 years of customer service experienceProfessional workplace skills including communication, attention to detail, and initiative and creativity

Equal Employment Opportunity

ACI Jet is an equal opportunity employer and does not discriminate based on any protected characteristic, including race, religion, color, national origin, disability, sex, gender, age, sexual orientation, or veteran status. Reasonable accommodations are provided for qualified applicants with disabilities unless doing so would cause undue hardship; contact HR for details.

Pay

$18.00 - $23.00/hr | DOE