Summary

The Lead Concierge serves as the service leader for Jet OUT’s concierge team, ensuring an outstanding level of guest care and seamless flight-day coordination. This role supports the Director of Concierge Services by overseeing daily operational duties such as workflows, mentoring staff, enhancing communication across departments, and delivering a white-glove client experience that aligns with Jet OUT’s standards.

The Lead Concierge is hands-on, proactive, and solutions-focused—bridging the gap between the front-line team, flight operations, maintenance, and executive leadership. They also ensure operational continuity by stepping in to cover needs during morning, evening, or high-demand periods.

Key Responsibilities:

Team Leadership & Coordination

• Lead the day-to-day operations of the concierge team, ensuring full coverage for flights, member services, and passenger needs. Assisting as first point of contact for help before the Director of Concierge
• Step in for concierge coverage as needed, including morning and evening shifts, staffing gaps, high-volume days, or last-minute operational needs.
• Serve as the first point of escalation for concierge staff and handle escalations in the Director’s absence, ensuring timely and professional way of handling recoveries with on and off fleet options.
• Support onboarding, coaching, and continuous development of concierge team members with set JetOUT Training Standards.
• Ensure internal communication is consistent and organized across shifts, bases, and teams.
• Support in the culture building of the concierge department and ensure that fairness and development are shared across the team for individual growth.

Client Experience & Service Delivery

• Maintain the highest level of service for JetOut members, owners, and charter passengers.
• Oversee service components such as ground transportation, catering, FBO coordination, hotel arrangements, and destination logistics with the ability to come up with out of the box solutions.
• Ensure that service is maintained with our vendors to JetOUT standards. When we have any issues with FBO and vendors, you report them to the Director of Concierge.
• Ensure all trips for the following day are done and fully reviewed, and the handoff is entirely updated.

Operational Excellence

• Monitor daily flight schedules, ensuring concierge readiness and resource allocation.
• Coordinate with Dispatch and Flight Operations to anticipate and communicate changes impacting client experience.
• Assist with the development and enforcement of SOPs, checklists, and service protocols.
• Identify operational gaps and propose solutions to improve efficiency and consistency.

Administrative & Reporting

• Track any guest feedback that needs to be escalated on a monthly basis to the Director of Concierge.
• Ensure that any co-owner issues are reported to the Owner Experience Manager and Director of Concierge.
• Support monthly scheduling, staffing needs, and team communication.
• Help manage departmental tools, platforms, and documentation.
• Assist with special projects, audits, and initiatives assigned by leadership.
• Support with other duties as assigned, as JetOUT is a growing company, changes and open-minded support are needed.

Qualifications:

• At least 3-5 years of high-end guest care expertise, specifically within private flight operations, premium hospitality, or similar elite-service sectors.
• Documented leadership background, encompassing the mentorship, coaching, and supervision of a dedicated service group.
• Ability to navigate complex escalations with professional composure, ensuring rapid and effective problem-solving under tight deadlines.
• Comprehensive understanding of flight-day logistics, including FBO relations, catering, transportation, and custom destination planning.
• Superior communication skills, both written and oral, to facilitate seamless information flow across various shifts, locations, and internal teams.
• Deep familiarity with CRM platforms, including HubSpot and other concierge-related platforms.
• Extreme precision regarding operational details and meticulous management of trip audits and department handoffs.
• Adaptability to provide coverage for early starts, late evenings, or peak demand periods as required by the operation.
• An innovative, member-centric approach while maintaining absolute discretion regarding sensitive owner and traveler data.
• Ease in a fast-moving, evolving corporate environment where agility and open-mindedness are vital for success.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person