Guest Services Concierge (NJUS)

Company:  NetJets Services, Inc.

Area of Interest:  Customer Experience

Location:  White Plains, NY, US, 10604

Req ID:  14377

Purpose of Position

The Guest Services Concierge is onsite for Owners and crew at an EJM/NetJets exclusive use facility.   The Guest Services Concierge ensures seamless customer service by proactively engaging in activity with the airport, FBO, caterers, ground and other service providers.  The Guest Services Concierge is responsible for developing Owner loyalty by nurturing Owner relationships and providing personalized service through knowledge, proactive service and anticipation of needs.

Tasks and Responsibilities

• Manages personal schedule based upon defined variables (i.e. prioritizing flight activity, levels of flight, departures vs arrivals, surrounding airport activity) and meeting weekly target metrics.  Proactively resolves all issues that would otherwise cause service interruptions, keeping appropriate departments in communication loop. Responsible for the daily maintenance of the lounges established at the location.  Controls high priced stock items to ensure that items are properly tracked and used by crews to keep costs down and to make items more readily available for owner needs. Maintain Commissary stock by monitoring quantities and placing orders with CMH as needed.  Facilitate the cleaning of linens and available quantities.
• Using critical thinking skills, develops local site operating practices and procedures necessary due to any unique developments at their locale (i.e. alternate departure times or airport arrangements) without a service interruption.  
• Works with crew and Owner Services to minimize communication confusion and diffuse situations immediately. Shows empathy, assertiveness, great diplomacy and confidence in all situations.  Models core operating principles at all times. Acts as the Owner Advocate during operational and weather delays.  Proactive at problem solving with catering, ground transportation, maintenance delays to provide Owners with flawless service.  Develop Owner relationships by meeting inbound and outbound Owners and arranging for any special requirements including hosting awaiting family or drivers.
• Works with local 3rd party vendors to ensure expectations are being met, while maintaining a professional and diplomatic demeanor. Provides the FBO and area vendors with advance notice of peak flight activity and daily reports on forecasted flight departure and arrival information so that the vendors can be sufficiently prepared to effectively manage NetJets’ flights. 
• Travels for Special Events, high flight volume days, training and development and works with Marketing and Sales for Static events. Provides Sales and Marketing departments with knowledge of area facilities, prospects and Owners, to encourage new business opportunities. 
• Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.

Education

Associate's in Hospitality or Aviation

Years of Experience

2-4 years of experience

Core Competencies

Strives for Positive Results

Curiosity

Collaboration

Adaptability

Service-Oriented

Knowledge, Skills, Abilities and Other (KSAOs)

• Minimum of 2 years high end Hospitality customer service experience.
• Aviation knowledge
• Polished demeanor
• Excellent verbal and written communication skills
• Solid command of hospitality service to include, at minimum, proper command of language, proper introductions, table settings and basic wine and beverage service. 
• Able to work independently within operational guidelines
• Able to handle stressful situations and be sensitive to political climate
• Self-starter, diplomatic, and an effective problem solver, with high self-confidence and an outgoing personality.   
• Flexible schedule, including holidays and weekends