Remote Concierge & VIP Guest Relations Manager

Aero; Los Angeles (CA); Remote; USD 95,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401k

Dependent Care FSA

Health FSA

Job summary

Aero is seeking a Guest Relations & Concierge Manager to lead a team across Europe and the United States, ensuring exceptional guest care and high-value service. You will drive standard-setting, coach a distributed team, and own loyalty initiatives while contributing to revenue targets.

This full-time, remote US-based role requires hands-on leadership, strong empathy, and the ability to manage a seven-days-a-week operation across time zones.

Qualifications

• 7+ years in luxury hospitality industry; direct people management experience.

Responsibilities

• Translate strategy into day-to-day practice across shifts and time zones.
• Lead Concierge and VIP Relations teams; coach, onboard and train.
• Work hands-on, covering queue during surges.
• Own Concierge Playbook and keep procedures current.
• Co-create training materials and support the Aero Way training.
• Partner with Operations and other teams to ensure safe, efficient Concierge operation.
• Oversee VIP membership operations and loyalty analytics.
• Drive revenue through concierge sales playbook (services, packages, loyalty).
• Understand Darwin tool and fare rules to manage escalations.
• Own KPI tracking and reporting to Director.
• Own headcount and hiring processes.
• Set delegated authority framework.
• Own guest and operational issue escalations.

Skills

Luxury hospitality

Team leadership

CRM experience

Distributed teams

Performance reviews

Empathetic service

Tools

Salesforce

Job description

Aero is seeking a Guest Relations & Concierge Manager to lead a team across Europe and the United States, ensuring exceptional guest care and high-value service. You will drive standard-setting, coach a distributed team, and own loyalty initiatives while contributing to revenue targets.

This full-time, remote US-based role requires hands-on leadership, strong empathy, and the ability to manage a seven-days-a-week operation across time zones.